Gladly Reviews & Product Details

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.

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.