Gladly Reviews & Product Details

As a Cloud Engineer I have to see how our systems are talking to the CX platform. The "Customer Timeline" is very impressive. If a customer sends an email, then calls, then WhatsApp message it is all one single scrollable timeline. No need to merge tickets and look for old history. It saves so much time for our agents and on the backend side, the integration with the API is very clean. The "Customer AI" is also very smart - the bot actually knows what the customer wants rather than just giving generic bot replies. Review collected by and hosted on G2.com.

The reporting side, in fact, is a bit tricky. If you are the kind who wants to make some really custom reports, then it takes some time to learn. Sometimes the dashboard gets a little heavy if there are too many active conversations during the peak seasons of sale. Also have I wish that they had more "out of the box" integrations for some of the niche database tools which we use, though their API is good enough to build our own. Review collected by and hosted on G2.com.

My favorite feature of Gladly is that it keeps customer conversations together as opposed to being divided into tickets. I have been using it everyday and the frequency doing the same is a true indicator of how natural it is to my work process. It integrates with services such as Shopify and Slack, thus, I do not need to change tabs to see the order information and team reports. The feature count is also good as long as handling emails and chats. Review collected by and hosted on G2.com.

One of the things I do not like about about it is that certain characteristics feel restricted when dealing with more complicated processes. This implementation was also delayed due to the fact that we needed to adapt our processes to suit the system. Another issue is that not all the tools can be easily integrated with and this led to delays in customer data synchronization. Review collected by and hosted on G2.com.

Gladly is great since it puts consumers first instead of tickets. I can see all of a customers past conversations in one perspective that helps me to grasp their situation better and provide them with the right answers. I don't have to search in different sections for old messages which saves me a lot of time. The UI is easy to use clean and basic. It does not matter if someone is new they will learn how to utilize it quite quickly. I also like the fact that it allows you to use email live chat audio and social media all in one spot. This helps me to be organized and help me get more done Teamwork is another great thing about it. Its easy for me to ask my teammates to help & switch chats without getting any information lost in the process. The way the notifications and workflow are setup is also good which gets me to keep track of all my customers needs. Review collected by and hosted on G2.com.

Some things could be better When there is a lot of talks going on the system can slow down which can make it harder to get things done at busy periods. Also some of the more advanced capabilities are hard to understand at the very first and need training or experience and Another issue is that there are not many options for customizing things in some places. For instance it might be easier to put up reports of workflows. Small problems or delays in updated things can also make the things less seamless sometimes. Review collected by and hosted on G2.com.

The most enjoyable thing about Gladly is its ability to provide me with a complete account of the interactions of a customer. I apply it regularly in the retail support to handle the questions in a variety of channels such as email, chat, and social. The features also enable me to review previous discussions, assign tickets to other teammates, and make follow ups with ease. Review collected by and hosted on G2.com.

One of the shortcomings that I have encountered with Gladly is the fact that it may be hard to deal with many messages at once. Our retail crew can chat, email and social inquire simultaneously and thread switching takes attention. As I use it on a daily basis, large volumes occasionally slow responses. The flexibility is offered by the number of features, but priorities are ineffective to manage without time. Review collected by and hosted on G2.com.

My favorite aspect of Gladly is that it allows me to monitor all the interactions with customers using its tools to provide the individual response each time. I can view past messages, notes and preferences all together. The daily usage will enable the team to reply to emails, calls and chats without losing context. This is made easier with threading, tagging and reminders that enable the follow ups to be managed and a hassle free and careful experience to be enjoyed by all customers. Review collected by and hosted on G2.com.

The main drawback is that some automation features aren’t as flexible as they could be, which adds extra manual work at times. Initial setup of tags, queues, and reminders required careful testing. Daily use shows that minor assignment issues or missed alerts can slow response time. Making it easier to adjust priorities or conversation flow would reduce workload and streamline communication. Review collected by and hosted on G2.com.

As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The best part I like about them is their “People-centered” model. You do not have a ticket number; you just have a lifetime conversation thread about that customer. This is very much helpful from a data perspective because the context window of the AI is always clear. The Gladly Sidekick (AI) is extremely powerful. This is not a simple chatbot, it employs the power of Generative AI and RAG (Retrieval-Augmented Generation) to read our "Guides" and provide very human-like responses. You have a great ML logic for your feature where "People Match"—it routes the customer to only the best agent based on their query and loyalty status, not just who’s free. The integration with Shopify and other backends is also great, plus the AI can actually handle tasks like refund processing or package tracking rather than only "deflect" the user. Review collected by and hosted on G2.com.

One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very advanced branching, the UI feels somewhat limited relative to a full-fledged flow builder. Finally, while the reporting dashboard provides basic KPIs, if I am looking for deep machine level analysis or sentiment trend mapping, I tend to export out via REST API and consume in my Python notebooks. The session timeout also needs to be a little less aggressive; it occasionally logs the agents out before they finish their long, most of the time even on mid case. Review collected by and hosted on G2.com.

One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. Review collected by and hosted on G2.com.

The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. Review collected by and hosted on G2.com.

I love using Gladly because it is incredibly user-friendly. The system's interface is super clean, making it seamless to navigate and use. The knowledge base is also well-organized, allowing me to find the necessary information with just a few simple keyword searches. This ease of access is especially useful when I am dealing with order-related questions, returns, exchanges, and other customer service tasks in our online retail operations. Additionally, the integration with our order management system, the CSAdmin tool, is seamless, helping connect customer accounts and streamlining our operations. Overall, the entire setup process was smooth and straightforward, from configuring my tags to setting up my profile, enhancing the user experience significantly. I appreciate how effortlessly everything is organized in one place, saving time and reducing the need to navigate through multiple systems. Review collected by and hosted on G2.com.

Sometimes I run across issues with connecting customer accounts or merging accounts, but I think that's more of a user error than the system itself in the design. Review collected by and hosted on G2.com.

I use Gladly to interact with our customers through multiple channels and I really appreciate its AI features that help craft excellent replies. The low bar of entry and the ease of working with others inside the app make it very user-friendly. I also find it great that I can manage multiple conversations seamlessly, which is a lifesaver, especially since I often have up to 7 contacts, including live contacts, at any given time. The sidebar is incredibly useful, keeping the most relevant conversation at the top of the queue, and allowing me to manage my time effectively. Review collected by and hosted on G2.com.

I think the switching of AUX states could be improved. If you are in one AUX state, such as 'Lunch', it should allow you to switch AUX states without going back to 'Available'. Review collected by and hosted on G2.com.

I really appreciate the implementation team at Gladly. They were fantastic in guiding us through the setup process and ensuring we knew what was necessary, which made the transition smooth. Over the years, I’ve come to love Gladly’s capability to handle a diverse range of customer interactions through voice, email, chat, and SMS, seamlessly managing all our volumes. The different flows and abilities offered by Gladly are impressive and a significant reason for my continued renewal of their services. I particularly enjoy the inboxes and routing features, which allow us to create a robust workflow straight out of the box. Gladly also stands out for staying on the cutting edge of technology, continuously innovating, which gives me confidence in their longevity. Given their path of progress and dedication to innovation, I am very satisfied with our choice to switch from Zendesk to Gladly. Review collected by and hosted on G2.com.

I have a concern about Gladly's pricing, which I feel could be addressed. Review collected by and hosted on G2.com.