Gladly Reviews & Product Details

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 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.

What I appreciated most about Gladly was how easy it was to use. The interface felt sleek and elegant, and I found it simple to navigate and locate everything I needed. We were able to integrate all of our applications easily and implement new ones that were needed with only a few clicks. We used this platform daily as our help desk. They really did make it east to provide customer support to all of our retail customers. Review collected by and hosted on G2.com.

I was disappointed that we didn't have an account manager and that the platform lacked a built-in CSAT solution. Additionally, I found it frustrating that some important metrics were difficult to locate and had to be calculated manually, which was quite a hassle. Review collected by and hosted on G2.com.

Gladly has helped us redefine our entire approach to CX, allowing us to move away from the age-old ticketing mindset and putting customers at the center of the experience. Beyond the capabilities of the tool itself, which continues to improve on a very frequent basis, the team behind Gladly is outstanding. From pre-sales, through implementation and now through ongoing account support, we have had some truly remarkable partners that care deeply about CX and our business. Review collected by and hosted on G2.com.

We're very excited about the roadmap with Gladly, and their product continues to improve and embrace AI. The shift to AI has caused the core "Hero" platform to receive less updates, but we've shared this feedback with Gladly and they've committed to address it. Another example of their receptivity to customer input. Review collected by and hosted on G2.com.

Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. Review collected by and hosted on G2.com.

The only drawback is that social media comments don’t pull into the platform. DMs integrate perfectly, but having comment visibility would make the social experience fully complete. Review collected by and hosted on G2.com.

I am a customer journey analyst in a developing e-commerce brand that deals with lifestyle products. I am using Gladly on a daily basis to handle conversations that arrive via email, chat, phone, and social media. The best part is that the system maintains all customer interactions within a single timeline regardless of the channel. It enables our team to have an immediate view of the past orders, past issues and notes of other agents. The reporting dashboard is also powerful- it will assist me in tracking the performance of the agent and the bottlenecks in the services within a short period. Review collected by and hosted on G2.com.

All in all, Gladly works well, but I would like it to be more flexible in terms of automated chat workflow and message templates. The existing arrangement may be slightly stiff in terms of customizing the responses to our particular tone or seasonal promotions. Moreover, the onboarding process is easy, but certain more advanced automation and reporting features will need more time and training to be utilized by new agents with confidence. Review collected by and hosted on G2.com.

I love how easy it is to set up Gladly; it really is very user-friendly since you only need to press 'next' and that's it. The implementation of artificial intelligence helps a lot in my day-to-day, significantly improving my efficiency. Mainly, the spell checker and the format checker are what I find most useful, as it's not always easy to express oneself well. Gladly helps me give a more professional or friendly format to my communication. Additionally, the ease of use is impressive, and the system is very complete with very few flaws, which I really value a lot. Without a doubt, I would recommend Gladly with a rating of 10. Review collected by and hosted on G2.com.

At the moment, there is nothing I don't like. Review collected by and hosted on G2.com.

The most notable thing is that Gladly does not separate the entire customer experience. I am in it all the time responding to questions and reviewing previous discussions, and CRM integration makes everything up to date. These features are concentrated on what is really important to support work and day to day use has simplified the process of handling inquiries, continuity and response is faster and more useful. Review collected by and hosted on G2.com.

The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am also forced to make an additional effort to categorize or rank queries, which reduces my pace. I follow it on a daily basis hence these restrictions are frequent. Although it is convenient with the majority of support activities, peak times may seem somewhat limited under the existing configuration. Review collected by and hosted on G2.com.

I love that Gladly is an incredibly versatile tool that I can use for almost anything with minimal restrictions, which significantly enhances my workflow. Its user-friendly interface stands out to me because it's very easy to use, requiring less time to learn and set up—remarkably, you can become quite proficient within a day. This ease of use results in substantial time savings in my work processes. These features are crucial as they simplify my daily operations and allow me to perform tasks effectively and efficiently, providing me with a comprehensive solution that addresses all my needs. Given its benefits, I am highly likely to recommend Gladly to others, as reflected by my likelihood rating of 10 out of 10. Review collected by and hosted on G2.com.

I feel that Gladly could be improved by adding an alarm feature to alert for different status changes or setting a timer if needed. Review collected by and hosted on G2.com.

I find the feeling of conversing with Gladly so natural because I am changing channels all day and day out. I frequently work with both Shopify and Klaviyo, and the integration maintains all the flows within a single flow. These features aid me in accomplishing tasks without having to multitask on the additional tabs. This is actually what keeps me on the move as I am able to respond faster and be organized. It has become a part of my everyday life and it saves me a lot of back-and-forth. Review collected by and hosted on G2.com.

The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction of new updates may be slow as well and this has an impact on my speed during the rush days. The platform with Shopify is something I frequent, so any delays put me into a disorient. It does not destroy anything, but it creates some friction that makes my workflow somewhat not as smooth as I would like it to be. Review collected by and hosted on G2.com.