--- title: Gladly Reviews meta_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1115 reviews by the users' company size, role or industry to find out how Gladly works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 1115 scale: '5' date_modified: '2026-08-13' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Gladly Reviews **Vendor:** Gladly **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,115 ## About Gladly The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/. ## Gladly Pros & Cons **What users like:** - Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. (191 reviews) - Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. (135 reviews) - Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. (128 reviews) - Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. (105 reviews) - Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. (78 reviews) - Intuitive (68 reviews) - Customer Satisfaction (67 reviews) - Interactions Management (62 reviews) - Simple (62 reviews) - Time-saving (62 reviews) **What users dislike:** - Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. (40 reviews) - Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. (31 reviews) - Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. (31 reviews) - Users experience a **slight learning curve** initially, but onboarding support helps ease the process. (30 reviews) - Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. (30 reviews) - Users often experience **call issues** with Gladly, affecting their communication quality and overall usability. (29 reviews) - Users experience **technical issues** with Gladly, including speed problems and difficulty managing multiple chats simultaneously. (29 reviews) - Users experience frustrating **chat functionality issues** , including glitches, loading problems, and difficulties with account management. (28 reviews) - Users frequently experience **slow loading** issues with Gladly, impacting their daily processes and conversation accessibility. (27 reviews) - Poor Reporting (25 reviews) ## Gladly Reviews ### 1. A support tool that doesn't break my backend codeAutomatically **Rating:** 4.0/5.0 stars **Reviewed by:** Saransh J. | Associate Salesforce Developer L2, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** It keeps our system architecture super clean. The customer service team gets the smart AI chat they want, and I don't get stuck fixing broken API syncs every weekend. It saves me from doing a bunch of boring, repetitive development work and keeps the actual data totally secure. ### 2. Better structure for managing company customer conversations **Rating:** 4.0/5.0 stars **Reviewed by:** Victor C. | Service operations leader, Consumer Goods, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2026 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** Gladly helps with issues of disjointed customer conversations, manual duplicate work and disparate support processes. It helps us in having structure and avoiding needless effort in service. The features aid reliable conversation management and team collaboration. It helps my team complete service tasks faster, boosting productivity. Most importantly, it's improved the overall support process and removed distractions that previously interfered with daily tasks. ### 3. We now proactively message customers on their preferred channel **Rating:** 4.0/5.0 stars **Reviewed by:** Melania D. | Customer Service Operations Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** Gladly has totally changed our customer service to a ticket factory to a personal conversation hub. Previously, agents handled individual tickets per customer issue on different systems causing disjointed context and a frustratingly repetitive explanation to customers. Now, all customer interactions are unified in one timeline within Gladly. ### 4. Continuous conversation flow helps customer service teams **Rating:** 4.0/5.0 stars **Reviewed by:** Harold D. | Client support coordinator, Renewables & Environment, Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2026 **What do you like best about Gladly?** I like the way Gladly allows conversations to flow in a clear way. It assists me in learning about customer history without having to switch between different messages. The feature set allows managing various communication channels centrally. Due to this, my work is easier as I can easily resume a conversation. It minimizes the amount of work required to collect context and allows me to concentrate more on assisting customers in the appropriate way. **What do you dislike about Gladly?** The one thing I dislike is that it may be overwhelming to deal with multiple conversations at a time. Having a high amount of features, it may be not easy to find something quickly. This has impacted my work since I occasionally end up taking more time to arrange my queue rather than responding. This delays me during rush times and makes it difficult to stay abreast of the incoming traffic. **What problems is Gladly solving and how is that benefiting you?** Gladly solves the issue of disconnected customer conversations. I needed to combine the information in various messages before I could use it and this confused me a lot. Everything has been brought together and it is easier to comprehend each case. This will help me in minimizing errors and be more responsive. My group is also more effective since we have a common history of the conversation. ### 5. People-Centered Support with Powerful AI and Smart Routing **Rating:** 4.0/5.0 stars **Reviewed by:** Moksha B. | Machine Learning Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** We placed the Bot in a state of "Frustration." Many customers do not like speaking with bots because they are too rigid. We are building a more conversational AI with Gladly that gets intent and sentiment. The advantage for me is the feedback loop. Gladly makes it easy to see when the AI fails and we can then update the “Guides” or the “Answers” within minutes in most cases. In the first few months, it is decreasing the Tier-1 support volume by almost 40-50%. This filters the fray out for human agents so that they only have to deal with high-value problems heavy enough to require a consultant's brain. ### 6. Gets the job done with great support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Gladly?** Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true! **What do you dislike about Gladly?** There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. **What problems is Gladly solving and how is that benefiting you?** Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. ### 7. Before Gladly, agent desktop chaos was real, now, customer histories flow seamlessly **Rating:** 4.0/5.0 stars **Reviewed by:** Artur J. | Client retention manager, Wholesale, Small-Business (50 or fewer emp.) **Reviewed Date:** September 03, 2025 **What do you like best about Gladly?** The feature of Gladly to allow us to add tags and group customers together to conduct targeted follow up is extremely useful. We are able to follow up with customers that had a certain delivery issue last week proactively by their record. The internal sharing of notes within a conversation thread has also reformed the way we, as a team, work together on intricate cases. It prevents infinite internal email about problem of one customer. **What do you dislike about Gladly?** The search capability in the personal remittance history of a customer would have been more lenient regarding keyword differences. Implementation of getting our very specific loyalty program data to be fully integrated presented a few more challenges than we had initially anticipated We also have experienced some slight performance interruptions of a few minutes immediately after the performing of updates. **What problems is Gladly solving and how is that benefiting you?** Our customer conversations were very disjointed prior to using Gladly across our different channels. A client may write in regarding an item he or she did not receive, and later calls regarding the same product where two customer representatives will have one-sided information. All of the history of the conversation, no matter the channel, is now visible in a single place. This has fully addressed customers who had to repeat them self, and agents were very frustrated due to lack of complete context. ### 8. Intuitive Design, Effective AI for Customer Interaction **Rating:** 4.0/5.0 stars **Reviewed by:** Bryn B. **Reviewed Date:** January 23, 2026 **What do you like best about Gladly?** I like Gladly's nice design and visual appearance, along with its ease of navigation. This design minimizes eye fatigue when working with customer contacts for long periods. Additionally, I found the initial setup of Gladly to be very easy. **What do you dislike about Gladly?** Sometimes chats come in when on phone calls. **What problems is Gladly solving and how is that benefiting you?** I use Gladly for customer interactions, and it offers AI technology for assistance. The nice design and ease of navigation minimize eye fatigue when I work with contacts for long periods. ### 9. It is a reliable problem but leaves things to be desired **Rating:** 4.0/5.0 stars **Reviewed by:** Blayne W. | CX, Enterprise (> 1000 emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Gladly?** Ease of use, night and light mode, Clear calls. **What do you dislike about Gladly?** It would be great if I could create my own answers directly within Gladly. This would save me from having to use Google Keep and its features, only to then copy and paste the information into Gladly. **What problems is Gladly solving and how is that benefiting you?** Gladly is summarizing calls, allowing agents to easily look through prior comms and get to the root CAUSE for the call. sorry for the caps there. disregard the caps ### 10. Great for workflows with a strong emphasis on speed! **Rating:** 4.0/5.0 stars **Reviewed by:** Mitchell B. | CX Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2025 **What do you like best about Gladly?** The lack of bugs, errors or glitches that affect your day to day. The customer support is easy to use real time as well as the amount of features in Gladly. It makes the work day easier as I use Gladly each work day. **What do you dislike about Gladly?** Sometimes it can take time to find what you're looking for. It can be hard to navigate and could use a better option for color tones or personalization. The integration isn't the greatest between other softwares such as CRM. **What problems is Gladly solving and how is that benefiting you?** It's solving the workflow issues that I cannot help with real time by having the solutions or answers on hand. ### 11. Super Easy to Use, No Complaints **Rating:** 4.0/5.0 stars **Reviewed by:** Dextrinia G. | customer service representative, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Gladly?** its very easy to use and i enjoy working with gladly **What do you dislike about Gladly?** it sometimes doesnt load the way it is supposed to **What problems is Gladly solving and how is that benefiting you?** making it easy to keep track of conversations and the customers i have helped ### 12. Customer Success Specialist **Rating:** 4.0/5.0 stars **Reviewed by:** Ramesh V. | Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2024 **What do you like best about Gladly?** I love how Gladly keeps all customer conversations in a single thread, no matter the channel. It gives our agents full context and makes the experience seamless for customers. **What do you dislike about Gladly?** There’s not much to dislike, but sometimes the reporting features could be a bit more customizable for deeper insights. **What problems is Gladly solving and how is that benefiting you?** Gladly solves the problem of fragmented customer communication. By unifying all conversations—across email, chat, voice, and social—into a single thread, our agents have complete context, which leads to faster resolutions and better customer experiences. ### 13. Gladly will use Gladly **Rating:** 4.0/5.0 stars **Reviewed by:** Mikyle W. | Customer Service Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2025 **What do you like best about Gladly?** It is simple and effective to use. I am easily able to communicate with customer's across various channels. I use Gladly 5 days per week, and very seldomly do I experience any technical difficulties. I enjoy the many options to edit my text as I see fit, e.g. adding bullet points, hyperlinks or making the text bold. I think that the ai summary tool is also a nice touch, as it makes things more efficient by sumarising what has been done/said. I would say that Gladly is very user friendly, and is quick to learn. **What do you dislike about Gladly?** Sometimes, a customer's profile will not link, although the information matches what we have on file. Apart from that, sometimes if a customer responds, you are unable to view the email. All that appears is that they responded to this conversation, and there is no way to make the email appear. This usually happens if there has been an error sending an email to the customer. Something else which we experienced at one point, was that none of the pre-loaded macro's or templates were loading. As you can imagine, that made it difficult to communicate the correct information to our customers. Keep in mind, these issues are infrequent, and most of the time it is smooth sailing. **What problems is Gladly solving and how is that benefiting you?** Gladly makes communicating with our customers easy. It helps us to avoid lack of communication, and helps us to resolve matters in a timely manner. ### 14. It is Impressive but if but it disconnects every now **Rating:** 4.0/5.0 stars **Reviewed by:** Jose C. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Gladly?** The answer is the same, but we need there is one thing when doing a report on each person for time in and out or lunch, personal time or etc are difficult to use and extract the data. **What do you dislike about Gladly?** the managers only see numbers and data, still dificult to get it... **What problems is Gladly solving and how is that benefiting you?** Problems with the reports, they are not customizable, there are also many connection problems. Additionally, the Costa Rica Contact Center does not work ### 15. A game changer for customer support teams **Rating:** 4.0/5.0 stars **Reviewed by:** Craig A. | Client Relations Specialist, Renewables & Environment, Small-Business (50 or fewer emp.) **Reviewed Date:** March 06, 2025 **What do you like best about Gladly?** What I like is that Gladly allows us to reach out to customers in a more personal manner. We’re always accessible to the past interactions and were able to craft the response according to the history in the customer with us. It makes every single conversation unique themselves, not like robotic, transactional. So providing a service isn’t all about it, its about creating memorable interactions that would contribute to the customer’s and customer’s loyalty. **What do you dislike about Gladly?** However, I have found that once Gladly serves as your voice of customer service, you can get very little response if you have technical issues dealing with them. They are knowledgeable, but have waited for assistance when necessary to us to solve issues quickly. Meanwhile, some features seem pretty stiff and don’t allow us to adjust the way we want to proceed with customer interactions, which can be restricting for what we need to track and the customer interactions. **What problems is Gladly solving and how is that benefiting you?** How we handle customer interactions has dramatically been better through Gladly. Thus, centralizing the entire communication into one place releases us from managing several of them. This has reduced our workflow and helped us to quickly and efficiently meet the customers needs. The details of the conversation history also let us continue from where we left off with each customer, making our team more responsive and customer oriented. ### 16. I love Gladly very helpfull ally. **Rating:** 4.0/5.0 stars **Reviewed by:** Sherlley M. | Customer care representative., Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Gladly?** That we have all sources their notes, tasks, and different kinds of interactions, love the fact of making multiple actions in just one place, the control of the waiting list, and all the reports tto see how productive the agent has been. **What do you dislike about Gladly?** when I can not match a customer properly, because multiple profiles are created for the same person, and also some times pass the interactions to multiple agents in a minute, is not often but it can happen. **What problems is Gladly solving and how is that benefiting you?** to supervise the work day of the customer service representative. ### 17. It's a good platform, needs some improvements, though. **Rating:** 4.0/5.0 stars **Reviewed by:** Michele E. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Gladly?** You can manage chat, phone and email without switching screens. You can leave detailed notes regarding the conversations, and the best part is the tasks that can be assigned depending on their importance. As an admin, the amount of data that you can get it is astounding! It is difficult to understand it, but once you've learned on how to pull the information, the details to each interaction is insurmountable **What do you dislike about Gladly?** The fact that you can get both a chat and a call if the cx contacts you through those two it's not good. The timelines are too long and the font can be too small. **What problems is Gladly solving and how is that benefiting you?** We're able to use one platform to help our customers through 3 different channels. That saves us time. Makes everything easier. we've been able to implement AI support that helps us manage the emails ### 18. Good customer and agent experience with room to grow **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2025 **What do you like best about Gladly?** Customer focused philosophy in designing working space for agents. Support team is quick and responsive. If used within the Gladly parameters it can be very powerful and empowering for both agents and customers. **What do you dislike about Gladly?** Reporting and searches is good but has room for improvement. Support for 3rd party applications can be hit or miss. Plugging in non-Gladly channels (i.e. chat) is a much reduced experience vs operating only within the Gladly ecosystem. **What problems is Gladly solving and how is that benefiting you?** Gladly's philosophy is around a customer centric platform that centralizes multiple contact channels for customers. It tries to give the agents all the tools necessary to best serve the customers in their needs. So far our agents have experienced a positive experience since moving to Gladly. ### 19. Super handy and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2025 **What do you like best about Gladly?** It's an easy tool to use for handling inbound and outbound contacts (Phone, email, and chats). The previous system was crashing on a regular basis. I haven't had that happen since we started using Gladly. The UI is straight forward and easy to use. **What do you dislike about Gladly?** Occasionally, not all of a customer's data feeds into the page, even though it's in our database, causing us to us on of our other CRM tools to find the missing information. We've been told that will be fixed soon though. **What problems is Gladly solving and how is that benefiting you?** It's helping streamline the multiple interactions we have on a daily basis. It collects all the conversation information into one place where I can add to and go back to and see the various interactions with any specific customer (phone, email, and chat). ### 20. Overall enjoy using Gladly, but I feel like there are still some features that should be added **Rating:** 4.0/5.0 stars **Reviewed by:** JR V. | Customer Success Speci, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Gladly?** There are a few things I enjoy about gladly like the ease of viewing reporting, and the interface itself is very easy to use. I also love Gladly Answers, and how agents have the ability to view reference information while helping customers in one system. **What do you dislike about Gladly?** There are a few things I think Gladly could still improve on. Feedback For Gladly - Showing agents’ name on the front end when customers are chatting in with them - Being able to assign answer audiences at an agent level when logged into admin, or a group level - When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on - When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not. Having their name as green or something would be helpful to know if they were available for that conversation type (or maybe just chat). - Being able to add a Hyperlink in a chat conversation message - Being able to have a customer or agent send a chat transcript to the customer - Being able to change idle time based on team groups, or some other factor than it being universal - Being able to change your agent status / if you are available for a specific channel when on a call. Right now, if an agent ends a call, they might possibly get a new call if they are not fast enough to change their availability for channels. - Having personal saved versions of Liveboards, like having different versions of a Liveboards with different teams and inboxes selected. - Being able to enter in dashes when searching phone numbers in the search bar. - Having agent names visible when chatting - Priority level for tasks - Only agents who are assigned a conversation should be able to respond, otherwise when an agent is on a conversation and declines, it stays there, and another agent could accept, but it looks like it may be assigned to the first agent, and then they can see that conversation. Only like an admin level should be able to write in those chats or emails if it’s not assigned to them. (I think it may be set this way because they are assigned to that inbox and if someone is gone then someone else can go in and respond to that). - Be able to add scheduled holiday time for chats to be open, like the IVR. - Ability to duplicate rules to create other rules off of, or change them for specific agents - Reporting for answers to be able to combine data for who is using what report at what specific time, and to show the actual agent name and not the agent ID **What problems is Gladly solving and how is that benefiting you?** It's solving one of the main issues we had as a company, which was to be able to connect with a customer all on one platform, and that has been very helpful so far. ### 21. We finally streamlined responses and improved our customers' satisfaction **Rating:** 4.0/5.0 stars **Reviewed by:** Matt J. | Client relationship manager, Automotive, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2024 **What do you like best about Gladly?** I love that Gladly is trying to make customer service better. Our team has the opportunity to view customer interactions and respond quickly to inquiries through the platform’s simple interface. I really like it’s integration with our CRM and ticketing systems removing a step in our workflow. With this integration we are ready to have all the essential information on hand and be enabled to offer tailor made support to our clients and build strong relations with them. **What do you dislike about Gladly?** One thing I don’t like about Gladly is how it doesn’t have more robust reporting functionality. It gives you some basic analytics but getting in depth insights enough for complete performance assessment could be difficult. This limits our ability to improve our support strategies on a faster cycle. Furthermore, the options for customizing reports narrows the way in which we view our data and not to mention pinpointing exactly what needs to improve about our customer support. **What problems is Gladly solving and how is that benefiting you?** Settling into Gladly, we have simplified how we handle customer support. All interactions are centralized and we respond to customer inquiries much faster with the platform. It also helps us collaborate with our team members more easily, so we can share important customer information. Overall, it helps us run our support operations more efficiently and pushes us that extra bit further to ensure that our customers are happy and we have long lasting relationships with our clients. ### 22. multiple functions, but time consuming to use said functions **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Gladly?** I do like that gladly is focused on the person you are interacting with outside of the company, rather than the interaction itself. It consolidates all user information for an individual in one place. That way, you can see every email and phone call made from one user all in one place. In theory this is amazing, but it's clearly hard to put it into action, even though Gladly tries **What do you dislike about Gladly?** It's very time consuming to add notes, tasks, lists, topics, etc. Spending so much time on a single user does take away from time that could be used doing something else. I also would like the ability to save conversations as a PDF file, for dispute evidence submissions. **What problems is Gladly solving and how is that benefiting you?** it's keeping things more organized than when we were using Zendesk. In some ways it is more organizational, but in other ways, gladly can make it a chore to spend time gathering information on a person when a job needs to be done ### 23. I've had a good experience with Gladly so far **Rating:** 3.5/5.0 stars **Reviewed by:** Paola A. | Quality Assurance Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2024 **What do you like best about Gladly?** I think reporting could still improve, but compared with other CRMs I've used, Gladly is a good option **What do you dislike about Gladly?** In addition to the disconnected log, I think Gladly's reporting interface could improve. **What problems is Gladly solving and how is that benefiting you?** Respond our customer's inquiries and doubts, enhacing our client's CX ### 24. Reliable communication history for customer support teams **Rating:** 4.0/5.0 stars **Reviewed by:** Artes L. | Customer relationship specialist, Transportation/Trucking/Railroad, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2024 **What do you like best about Gladly?** I really like how different features in Gladly enhance team work as more people get to see the details of the interactions with customers. This lets any agent come in and request about a conversation and be certain that they’re coming into context and remain servicing individual solutions that are excellent and coherent. It has reduced the time issues and has made it easier for the team to act in unison and it has served customers’ perception of our support quality. **What do you dislike about Gladly?** The main challenge here is that implementing a new team member on all of Gladly’s features takes a while, which make onboarding not so efficient. So, it’s inherently feature rich and with a lot to learn, which can strain the early training of the product. Sometimes this has also resulted in slower team adoption which has led to full team productivity not being achieved immediately and putting extra work on today’s staff meanwhile. **What problems is Gladly solving and how is that benefiting you?** One of the issues in which Gladly has been able to help resolve is the scattered follow ups on consumers and the availability of concise details that help to support further interaction. This consistency serves our team well and makes the customer interactions better since customers can receive personalized and accurate assistance from the team. This brings into focus superior customer satisfaction together with the resultant increase in our customer’s confidence in our service-delivery, clearly demonstrated in the commendations we have been receiving. ### 25. Automation and stability for customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Daisy S. | Customer Solutions Manager, Arts and Crafts, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2024 **What do you like best about Gladly?** I like a ton of the Gladly features and love how it provided ticket routing automation and canned responses. So that our team does not need to redo over and over, it saves us from repetitive work, and free up that time to focus on special customer problems. It’s stable enough that we can simply rely on it during busy periods without the spectre of crash looming in the background. Such consistency helped us to stretch with customer expectations and trust through no interruption service. **What do you dislike about Gladly?** The downside to Gladly is that you can’t do as much with their mobile app as you can with the desktop one. Having to work out of the real office during urgent customer requests has been quite inconvenient. Some workflows come with limited customization options that make us have to go back and change our processes if we can’t fit our business to the software. These affected team flexibility and improved the workflow optimization. **What problems is Gladly solving and how is that benefiting you?** In using Gladly, we’ve seen how you can speed up response times by routing tickets automatically and having pre written responses for common questions. We’ve taken off the burden of repetitive work load on our team, so they can focus more on complex customer cases. It enables more effective workload distribution to agents so that they work at a steady pace all through the day. This has improved our customers’ service, and also reduced stress levels in our employees. ### 26. Elevating the customer journey experience **Rating:** 4.0/5.0 stars **Reviewed by:** Marco D. | Customer support manager, Construction, Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Gladly?** It is especially important for me personally that Gladly allows the admin to see a whole customer interaction history. This allows us to reply with context and, thus, raises the level of communication, as clients trust us more and are satisfied with our interaction. Other aspects that the platform has of collaboration also enhances teamwork as we are able to share vital information and enhance on the services we deliver by ensuring there is uniformity as we respond to issues. **What do you dislike about Gladly?** The one disadvantage which we encountered is knowing that notifications on Gladly become overwhelming during busy time and it interrupts our smooth flow of work, while agents are trying to attend to alerts . Furthermore, the customer interaction view covers all the necessary aspects of customer experience, but can be very cluttered, which can lead to us having to look for the specific piece of information necessary to construct an ideal response, which again slows up our time. **What problems is Gladly solving and how is that benefiting you?** Gladly fits our schedule since it interactively draws all our customers’ queries in one frame to which we can respond to without oversight of details. This has gone a long way in cutting the time we wasted in moving to different platforms with different purposes as our work is now well sorted. It has also improved its interaction with clients because responses provided are now much more consistent and are likely to be more tailored. ### 27. Gladly has made customer service work way more fun! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2025 **What do you like best about Gladly?** I like how clean and streamlined the interface is. **What do you dislike about Gladly?** I understand that it is a new product and it will improve over time. **What problems is Gladly solving and how is that benefiting you?** It removes a lot of the steps that I used to have to make before closing a case. Resolving and closing cases is much faster now. ### 28. Efficient management of customer support requests **Rating:** 4.0/5.0 stars **Reviewed by:** Patricia G. | Customer support specialist, Management Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2024 **What do you like best about Gladly?** So what I like most about Gladly is how it pulls everything from email, chat and social into a single view. In particular, since there’s been one view, it’s been much easier to handle support tickets and keep track of each customer conversation’s history. I especially like its Shopify integration, this lets us pull up order details instantly, and not have to switch between platforms to respond to queries making life much easier for us! **What do you dislike about Gladly?** While Gladly is a great tool, it does sometimes suffer with lag during peak hours, which can slow response times down as well as customer service. Also, the reporting features could be stronger — we typically find it challenging to dig deep to really understand the performance of an agent or the time to resolve a particular issue. Limitations in tracking team metrics mean it is difficult to completely track team metrics, and in some cases, we are unable to fully measure and improve the effectiveness of service quality. **What problems is Gladly solving and how is that benefiting you?** Gladly really helped us solve the problem of seeing customers’ interactions happen in organizations, but in different places, in a single place. It’s helped reduce response time and has allowed agents to easily stay on top of onerous issues, which improves the overall customer experience. Shopify integration has been a game changer for if we need to respond to order related questions instantly. Overall, it’s cut down on the time we spend on support and made it more efficient and more satisfying for the customer. ### 29. Automation that saves time and boosts productivity **Rating:** 4.0/5.0 stars **Reviewed by:** Daniele B. | Customer experience specialist, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2024 **What do you like best about Gladly?** Using Gladly is such a joy, especially because the amount of time we use its automated tools. Through the establishment of the reviewed workflow, several activities have become automated, and thus we work more improved. Thanks to the prioritisation of customers’ messages, we are able to address things, even if the number of messages grows. With these tools our efficiency has been lifted and overall customer handling has been enhanced. **What do you dislike about Gladly?** There is one thing I did not like about Gladly it has somewhat slow response time when I switch from one task to another. It can be behind when it comes to handling many conversations with customers. This slow down can disrupt our operations and slows thing down a little making it a little cumbersome especially when we are dealing with many requests. That is rather irritating since it slows down our efficiency and knowing fully well that customers want their problems solved as soon as possible. **What problems is Gladly solving and how is that benefiting you?** We had an issue dealing with the large volume of customers and the request that we get and we said Gladly has assisted us. Its automation tools have helped a lot in reducing the amount of work we do by handling more inquires than we used to do. That way, through the organization of all the conversations and focusing on the main issues, it has helped to organize the work better and increase the quality and speed of service. ### 30. Quite slow but very nice **Rating:** 3.5/5.0 stars **Reviewed by:** Mihai Z. | Customer care representative - Senior, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Gladly?** I like the selfs and saved replies and the interface **What do you dislike about Gladly?** Sometimes it s a little bit sluggish and slow **What problems is Gladly solving and how is that benefiting you?** Tickets ### 31. User experience. **Rating:** 3.5/5.0 stars **Reviewed by:** Subha J. | Information Process, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2025 **What do you like best about Gladly?** The way we can merge the same customers in different accounts. **What do you dislike about Gladly?** This becomes super slow if we use in two seperate tabs in a single browser. Also if we click next , it also goes to the next customer in the another tab. **What problems is Gladly solving and how is that benefiting you?** It can easily organise the mails with the history chain. ### 32. The AI options are great, however at some point it can feel generic or repetitive **Rating:** 3.5/5.0 stars **Reviewed by:** Nicole S. | customer care associate, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2024 **What do you like best about Gladly?** The many options we have to share and find information aoutn the clients and how in one platform we can merge all the information needed. **What do you dislike about Gladly?** The way it can recognize some information but not the most of the important information about a client wich can cause some profiles cannot be merge even though is the same client. **What problems is Gladly solving and how is that benefiting you?** Customer service , web assistance, follow up and even take payments for clients! ### 33. its been great and gives more visibility and ability to assist our consumers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2024 **What do you like best about Gladly?** all consumer info is available to review calls, emails chats which help in assisting them in an efficient manner **What do you dislike about Gladly?** initially it was an adjustment to get used to. The attachments are not easily viewed they need to be downloaded first and saved to be able to attach them to our warranty spreadsheets it would be easier if we could just copy and paste the attachments and save us time i tend to use the emails for the attachments instead of downloading them in gladly and having to save them first before being able to attach them to save myself some steps and time **What problems is Gladly solving and how is that benefiting you?** keeping us within our SLA levels, ease of seeing our customers history to assist them efficiently and quickly seeing their order history any calls or issues and email history the reporting helps keep us in line with our performance requirements and seeing what other agents are doing is very helpful when scheduling ### 34. Glad to use Glad **Rating:** 4.0/5.0 stars **Reviewed by:** emilio M. | Customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Gladly?** the fact to be able to see previous interation. **What do you dislike about Gladly?** while on a phone call, and another cx that you have helped before calls, it pops right up. that should change **What problems is Gladly solving and how is that benefiting you?** in comparing with another tools previously used, see all the interaccions called had had is a great help ### 35. Great partner, features lack a little for us **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Gladly?** The team is wonderful to work with, and they are consistently innovating and investing in thier product. **What do you dislike about Gladly?** The knowledgebase is not easy to work with. Little formatting options, can't enforce audiences to ensure that agents are using the right one, and if you have to bounce between customers while working the KB isn't dynamic. **What problems is Gladly solving and how is that benefiting you?** It gives us a single view of the customer and our convesations over time. ### 36. Good looking, but can improve. **Rating:** 3.5/5.0 stars **Reviewed by:** Isaac B. | Customer Advocate, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2024 **What do you like best about Gladly?** Gladly is quite good looking, the information is neat and tidy and most useful information can be accessed quite easily. Customer's conversations and profiles are super easy to navigate. It is also a quite versatile that allows connections with many apps and other platfrms which makes easier accessing information. **What do you dislike about Gladly?** After about a year using Gladly now, I had to find a way to force dark mode on it. Staring at white screens all day is tiring, and Gladly could benefit from a dark mode option. There are also a few possible glitches, of unexplained feaures when writing and typing in different sections. Gladly plays with the spacing, size of the letters and other formatting options. I haven't still figured out a way to prevent it or to use those changed in the event they are a feature and not an error. It also has some loading problems, and conversations are sometimes stuck on the left panel, even after the conversation is closed. Other times a coversation isn'0t shown on the left panel. REloading updates these and makes themo go away or appear, but it's not very efficient. **What problems is Gladly solving and how is that benefiting you?** It merges communication from several different platforms into a single timeline which keeps the space tidy, and conversations are easier to follow. Its integrations allow to visualize information from exra platforms simplified and easier, without having to change screens. The versatility it has with apps makes it possible to use AI to offer help more efficiently. ### 37. Concise and intuitive customer support software. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2024 **What do you like best about Gladly?** Very intuitive, if you've used this kind of software before or worked in customer service. **What do you dislike about Gladly?** There aren't too many explanations of action effects that guide the agent during customer interaction. **What problems is Gladly solving and how is that benefiting you?** Clarity. There are helpful reminders that reduce incidents of confusion or inconsistentcy across input formats (e.g. Chat, email, calls, etc.) ### 38. Helpful and Useful **Rating:** 3.5/5.0 stars **Reviewed by:** Judy F. | CSR, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best about Gladly?** easy to navigate- Detailed infomation at ready **What do you dislike about Gladly?** Always having to log in and out- Times out to qickly **What problems is Gladly solving and how is that benefiting you?** staying in contact with customers and with manufascturers , shipping companies as well as service tech. ### 39. Nifty Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Gladly?** Automation. Clean Interface. Doesn't crash. **What do you dislike about Gladly?** Unable to resize Gladly Answers pop-up. Unable to have Gladly Answers on another tab. **What problems is Gladly solving and how is that benefiting you?** While imperfect, it aligns with external CRMs to pull information from them. ### 40. Customer Support Approved **Rating:** 4.0/5.0 stars **Reviewed by:** Wolfie Y. | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2024 **What do you like best about Gladly?** It is a very convenient platform. I appreciate that it is somewhat modular, so features and information can be added by our company to make helping customers more efficient and speedy. I like being able to link profiles, consult resources, and to have everything be so neat. **What do you dislike about Gladly?** I do dislike that it glitches at times. You may miss calls because the incoming call banner does not pop up, or the if you close a duplicate page. **What problems is Gladly solving and how is that benefiting you?** Convenience and accessibility. It is very easy to use. ### 41. Gladly functions well for serving customers through many methods of contact **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Gladly?** I like that Gladly can be linked to Shopify, to easily find customer accounts and orders. The conversation tags are useful for sorting and finding conversations by topic. **What do you dislike about Gladly?** The Gladly search function is sometimes hard to use. Sometimes search terms will bring up completely different customer or conversations that are unrelated. The Ctrl+F 'find in page' function does not work, at least in Google Chrome, which makes it difficult to find order/tracking numbers within a conversation. When copying and pasting in Gladly, the pasted text often also includes a number of new lines, as if the Enter key had been pressed a few times. **What problems is Gladly solving and how is that benefiting you?** Gladly makes it easy to sort incoming contacts by contact type, such as chat, social media, calls, and emails. Gladly is relatively easy to use, and connects well with Shopify. ### 42. Gladly Review **Rating:** 4.0/5.0 stars **Reviewed by:** Krystal J. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2024 **What do you like best about Gladly?** I love that you can see all the conversations in one spot but that you can also select the topic on the left-hand side to go to a certain conversation! The ease of applying macros is amazing. **What do you dislike about Gladly?** I dislike that I can not search for tasks and that you can not even search for keywords to locate them. I wish that you could link multiple Shopify accounts to one customer. **What problems is Gladly solving and how is that benefiting you?** The addition of the AI Summary has been life changing! ### 43. Director of Ecomm Ops & Client Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Gladly?** I love the ability to see all of a customers communications with our team, across channels, in one place. I love the ability to add a task so we can be sure to always check in with customers after resolving an issue for them. There are rarely bugs. Calling is clear. **What do you dislike about Gladly?** Reporting is not intuitive and it is time consuming to pull and review basic stats. **What problems is Gladly solving and how is that benefiting you?** Consolidating communications with our cross channel customers into one place. Ability to make longstanding notes on customers so in future circumstances we can reference those interactions. ### 44. There's a reason it's called "Gladly" and not "Sadly" **Rating:** 4.0/5.0 stars **Reviewed by:** Matt R. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Gladly?** easy to use and navigate.. very user friendly. **What do you dislike about Gladly?** sometimes it's difficult to locate the Gladly Answer that i'm looking for when responding to a customer because you have to use very specific key words **What problems is Gladly solving and how is that benefiting you?** it's helping make our day to day operations more seemless.. i don't know what we'd do without it! ### 45. Improvements **Rating:** 4.0/5.0 stars **Reviewed by:** Evandor M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2024 **What do you like best about Gladly?** The sentence suggestions, orginization, ease of use **What do you dislike about Gladly?** The algorithm for choosing which contacts go to which rep **What problems is Gladly solving and how is that benefiting you?** disconnecting frim netword and popluating too many contacts at once. ### 46. Gladly has helped multiple divisions work together more seamlessly **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2024 **What do you like best about Gladly?** Makes looping in other team members seamless! **What do you dislike about Gladly?** Inbox functionality isn't great -- would like to be able to organize/sort our inbox manually. **What problems is Gladly solving and how is that benefiting you?** Gladly helps us work together to solve customer problems, which makes it easy for me to move quickly between tasks. ### 47. Gladly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2023 **What do you like best about Gladly?** I love that once I'm done heping acostumer, their information is automatically traferred over from an external tool (Zingtree). Also, I gfind it fantastic how all types customers interactions such as email, SMS and voice are all handled through Gladly. Lastly, the fact that it keeps a history of the customers past interactions. **What do you dislike about Gladly?** I think it should give a warning prompt when putting notes on a customer profile in order to avoid submitting notes by mistake, which could cause a confisuin if customer calls back **What problems is Gladly solving and how is that benefiting you?** Gladly is able to interact with other tools I use in a daily basis resolving the need to copy and paste information from one platform to another. ### 48. SO easy **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2024 **What do you like best about Gladly?** super easy to have access to client's info ( merging) **What do you dislike about Gladly?** i cannot click on control F to find an email in particular **What problems is Gladly solving and how is that benefiting you?** I can find a client's history pretty easily, and with the summary feature i can see what the client talked about with previous agents ### 49. amazing experience **Rating:** 4.0/5.0 stars **Reviewed by:** emily e. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Gladly?** it allows me to see info about the student and gave options if what to do **What do you dislike about Gladly?** cant change font if want to change it to **What problems is Gladly solving and how is that benefiting you?** communicating well with student ### 50. Gladly makes customer communication easy! **Rating:** 4.0/5.0 stars **Reviewed by:** Kiarra W. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Gladly?** I love that Gladly provides a place for all types of customer interactions, and makes it easy to merge customers. **What do you dislike about Gladly?** I wish we could turn on the phones at different times for different people so our East coast team could start a bit earlier than the West coast team. **What problems is Gladly solving and how is that benefiting you?** Gladly allows all the departments to speak to each other and track customer interaction without missing a communication. ## Gladly Discussions - [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) - 2 comments, 1 upvote - [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) - 2 comments, 1 upvote - [Are you guys going to make this compatible with chromebook? Will this program be available on phones soons android or apple?](https://www.g2.com/discussions/are-you-guys-going-to-make-this-compatible-with-chromebook-will-this-program-be-available-on-phones-soons-android-or-apple) - 1 comment, 1 upvote - [How do I use gladly as a form of communication?](https://www.g2.com/discussions/how-do-i-use-gladly-as-a-form-of-communication) - 1 comment, 1 upvote - [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) - 2 comments, 1 upvote - [View Gladly pricing details and edition comparison](https://www.g2.com/products/gladly/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+11%3A09%3A07+-0500&secure%5Bsession_id%5D=34ffda60-239e-4294-8af5-f11835cdb2ee&secure%5Btoken%5D=520d822f973f7d700e9795db58b57264987c657f54393c9a39f01bf5479b7ea0&format=llm_user) ## Gladly Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Amazon Simple Storage Service (S3)](https://www.g2.com/products/amazon-simple-storage-service-s3/reviews) - [Assembled WFM](https://www.g2.com/products/assembled-wfm/reviews) - [Fivetran](https://www.g2.com/products/fivetran/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Intuit Mailchimp Email Marketing](https://www.g2.com/products/intuit-mailchimp-email-marketing/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Medallia Agent Connect](https://www.g2.com/products/medallia-agent-connect/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Narvar](https://www.g2.com/products/narvar/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Playvox WFM](https://www.g2.com/products/playvox-wfm/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [sticky.io](https://www.g2.com/products/sticky-io/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Gladly Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Functions** - Call Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Artificial Intelligence** - Learning - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Gladly Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,970 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,660 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,734 reviews)