Gladly Reviews & Product Details

Coordinating home visits means getting texts, calls, and emails from families all day long. I really appreciate that Gladly puts every single message about a patient into one simple feed. When a family member asks about a caregiver's schedule, my team can see their whole conversation history instantly without clicking around. The AI also handles the easy questions about our service areas automatically. Review collected by and hosted on G2.com.

I like our daily schedules to be perfectly organized, so getting the system to recognize our specific care terms and visit timings took a little extra time at first. But spending those few days to set up the routing rules properly really helped us clean up our internal operations, which was a huge benefit for the whole team in the end. Review collected by and hosted on G2.com.

Running a jewellery business means customers ask a lot of questions before they buy. They message about sizing, customization, metal type, delivery. With Gladly, every single conversation stays tied to that one customer. So when someone comes back three weeks later to place an order, I already know exactly what they liked, what they asked, and what we discussed. No starting from scratch every time. Review collected by and hosted on G2.com.

I like things to be perfectly organized, so in the beginning I was particular about setting up each channel exactly right before going live. It took us a little longer than expected to configure everything to match how we communicate with our buyers. But that patience paid off completely. Now every inquiry, whether it is a bulk order from a retailer or a custom piece request from a walk-in customer, lands exactly where it should with zero manual sorting. Review collected by and hosted on G2.com.

I love how it puts everything in one place. Instead of having my team click around multiple tabs to find a customer's old email or a recent text, the whole conversation is just one long, continuous thread. It makes tracking our daily tasks so much easier and stops important details from slipping through the cracks. The AI also takes care of the basic, repetitive questions automatically, so my team isn't stressed out typing the exact same answers over and over again. Review collected by and hosted on G2.com.

I like software that is super quick to set up, so the initial learning curve here was a little frustrating for me at first. You really have to spend a good chunk of time mapping out your workflows and training the AI before you go live. I like having deep control over the settings, but it definitely took a few weeks of solid testing to get everyone on the team totally comfortable with the change. Review collected by and hosted on G2.com.

I spend my days writing Apex and migrating Flows, so I usually get annoyed when the business team buys a new customer service software. The best part about Gladly is that it actually plays nice with our existing setup. I don't have to write heavy custom code to make it show a customer's history. It pulls up their whole profile right next to their chat automatically. I don't have to build complicated Lightning Web Components just to help the support agents see what a customer bought last week. Review collected by and hosted on G2.com.

We still have to map our data really carefully. If our database has a lot of custom objects or complex rules, getting Gladly to read everything perfectly takes a lot of testing. We can't just plug it in and go to sleep. The initial mapping process can be a headache, and if we miss a step, the agents won't see the right data on their screen when a chat pops up. Review collected by and hosted on G2.com.

When someone spends good money on fine pieces, they expect premium service. The best thing about Gladly is that it groups everything by the person, not by a case number. If a client messages us on Instagram and then sends an email the next day, my team sees it all in one single chat screen right next to their past purchases. The AI is actually smart enough to handle the basic questions like finding tracking numbers or explaining return policies. Review collected by and hosted on G2.com.

The AI takes some patience to set up at first. We had to spend a good amount of time feeding it our specific product details because we use a lot of unique terms for our metals, ring sizes, and stones. If you just turn it on without teaching it your brand's voice, the automated replies can sound a little generic. It is also definitely a premium-priced software, so it is an investment. Review collected by and hosted on G2.com.

The main thing I love about Gladly is that it has helped to organize a once unstructured customer service process. It's reduced double or triple handling, and made it easier to keep track of conversations. There are lots of features that have helped streamline our support processes and organise our customer conversations. And I appreciate increased cooperation between agents. This has had an impact on efficiency and the ability to better manage support tasks. Review collected by and hosted on G2.com.

An area that could improve is that some administrative functions can be a little repetitive, such as when setting up workflows or conversation routing. There are many features, but not all actions take the fewest steps. This has sometimes added time for our team and impacted productivity during busy support times. Technical support has been good but there are still some limitations that cause inefficiencies. Review collected by and hosted on G2.com.

The fact that it emphasizes on the people and not ticket numbers is the best. In software such as Zendesk or Freshdesk, it is all handled using ticket numbers. But in Gladly it is all customer-focused. The entire chat, email, SMS and calls history of a customer can be viewed in one location by my team. This simplifies the working process since the agents do not need to pose the same questions more than once. Another feature I greatly appreciated as an IT Manager was its ability to integrate with our Shopify store and internal systems. The design is contemporary and clean thus the agents will be comfortable with it throughout the day. Review collected by and hosted on G2.com.

It is rather expensive, particularly when it comes to small Indian companies. Besides, the dashboard may be a bit slow when we access heavy reports of the past 6-8 months and it takes a few seconds to load. Review collected by and hosted on G2.com.

The customer-centered timeline is my personal favorite feature of Gladly because I am a Customer Experience Specialist. Contrary to legacy systems, which process all interactions as a single isolated, one-ticket number, Gladly has support as a life-long, continuous conversation. When a customer emails us on Monday, an SMS is received on Tuesday and dialed on Wednesday, I would see all of the touchpoints in one thread, in a single thread.

I do not need to search through duplicate tickets and require the customer to repeat himself or herself anymore. It enables me to respond to a chat with a telephone call or reply to an email with a text message, all in the same window, due to the smooth channel-switching. It simplifies my work and helps me to provide a highly-personalized VIP experience to all shoppers. Review collected by and hosted on G2.com.

The reporting and analytics suite is the primary area I find to be potential areas of improvement. Although it allows following all the standard CX indicators (such as SLA, AHT, and CSAT), the creation of personalized reports will seem a bit bulky and awkward. It also requires a time to understand how to filter the data just in a manner the management desires to see it. Review collected by and hosted on G2.com.

What I really adore about Gladly is its customer-centric approach and it truly puts the person at the center of every interaction. Instead of focusing on tickets, it’s built around ongoing dialogues, with a complete history across all channels, phone, chat, and email. Because of this, our agents can pick up the conversation seamlessly even if the customer switches channels, like moving from a chat to a call. On top of that, its intelligent recommendations help agents find solutions faster, which noticeably improves both efficiency and the level of personalization. Review collected by and hosted on G2.com.

The only problem that I have with Gladly is that reporting and analytics customization can be rather hard at times. Although it offers good standard measures, sometimes one has to go a little further to get to very specific, granular data points than one may prefer. Review collected by and hosted on G2.com.

The most impressive feature is the one lifetime conversation one. Granted, I have never been witness to such a clean type of dealing with customers in my 10 years of operations. My team doesn't have to look for ticket #12345 or #67890. All that is not far away under the name of the person. When a customer calls after two days, and he has already chatted with the agent today, then the agent knows what was said in the chat. This wastes a lot of time and my agents are quite pleased since they do not receive shouts about not knowing the history. The UI is also a very modern and colorful one, unlike these old assorted enterprise softwares. Review collected by and hosted on G2.com.

To be frank, it is rather expensive on a pocket of a developing team. The reporting dashboard is also somewhat unfriendly when you desire very in-depth data. It can also take a lot of clicking to receive a simple daily report. Review collected by and hosted on G2.com.