I have been serving as Senior IT Manager during the last 10 years and do use numerous tools such as Zendesk and Salesforce. But Gladly works differently since they are not depending on the amount of tickets. In fact, this is the best thing my team would like. The problem present in my company was that we needed a tool wherein my support agents can view the entire history of the customers on a single page. Whether the customer mailed one on yesterday, or they chat or phone today, everything is on one track. In my case as an IT head the integration part was quite simple. We have it concatenated with our shopify, as well as with our warehouse management system. It got online not very quickly, perhaps a matter of few weeks. It has a very clean interface as opposed to the old softwares which appear so complex. My agents trained only 2 days and were using it. This spared me a lot of time and effort. Review collected by and hosted on G2.com.
The key issue that I think is the price. To be quite frank, gladly is very expensive. The per-user cost may be very expensive to a mid-sized company and they lack a flexible plan that are available should you be having a small group of people. On technical side, I am also not satisfied with the reporting section being somewhat limited. The filters are not very user friendly when I need to extract very deep data to present to my monthly management meetings. At times, I need to copy all the data to Excel and undertake the task by hand. In addition, the agent app is also alright, but in some cases it becomes slow due to a high amount of chats. They are also expected to offer additional API extensions as customizations at no excessive costs. Their assistance is sometimes slow in providing technical responses, amiable yet slow with complicated problems. Review collected by and hosted on G2.com.
