--- title: Gladly Reviews meta_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1113 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: 1113 scale: '5' date_modified: '2026-08-07' 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:** 1,113 ## 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. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Omar L. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 04, 2024 **What do you like best about Gladly?** Is really help ful because there is saved all the previous interactions with the customers **What do you dislike about Gladly?** The project buttom because when you click on it it appears as break **What problems is Gladly solving and how is that benefiting you?** I did not have issues with gladly ### 2. Very easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Juan M. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Gladly?** Texting and talking to people is awesome we could send images and videos, and I can provide good customer service. I use it daily and is also really easy to intergrate with it. **What do you dislike about Gladly?** Do not have one at the moment, but it has been very useful for me till now. **What problems is Gladly solving and how is that benefiting you?** Helps me resolve the issue of any consumer and also helps me keep Data for future calls or emails that come in form the consumers. ### 3. Swift integration with Big Commerce **Rating:** 4.5/5.0 stars **Reviewed by:** Edward H. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gladly?** We are able to integrate and pairing Gladly with our ecommerce platform like Big Commerce. It is important steps because we need to able to access customer data from the e-commerce to present user with accurate infromation. **What do you dislike about Gladly?** Gladly has so many features that is available for us to use, which is one of the reason why this platform is quite expensive. A smaller business that is not using customer support that much would not need to use this software. **What problems is Gladly solving and how is that benefiting you?** Combining all customer support channel into one controller is the best benefits from Gladly. By providing sms, email and live chat channel, we able to reduse phone call usage and saving us some phone bill. ### 4. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Jose A. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Gladly?** The new updates, like make the text professional and friendly **What do you dislike about Gladly?** Nothing at all, sometimes the conversations re route with no reason. **What problems is Gladly solving and how is that benefiting you?** Receiving interactions when agents are not logged in ### 5. 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. ### 6. Glady is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie R. | Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2023 **What do you like best about Gladly?** Gladly is a realy friendly tool to work with customer, I really love it. **What do you dislike about Gladly?** I do not have something I dislike about Gladly, to be honest with you. **What problems is Gladly solving and how is that benefiting you?** To have access to the previous records of the customer in case we need to do a further investigation, as well to put everything on the records regarding the customer situation, and all the information is securely saved. ### 7. Excellent experience from modern features of Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Blaine L. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Gladly gives us a peace of mind in managing our customer support center. All the additional tools like Screen_Meet integration can be easily connected. It has redusing the technical operation that our previous solutions software need. **What do you dislike about Gladly?** Nothing is less helpful with Gladly. The training and knowledge hub is helping a lot and has all the topic that we need to improve the platform. Great customer support so far. **What problems is Gladly solving and how is that benefiting you?** Introducing the Live Chat service to the sale page has boosting our product sales. The live chat helps customer to have a clear information before purchasing the product and we can offer add-on service using the Live Chat. ### 8. Best experience working with gladly very friendly and easy to work with. **Rating:** 5.0/5.0 stars **Reviewed by:** Hanna Z. | Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about Gladly?** Easily taking a call and changing to chat o SMS at the same time without losing the call. This is an advantage when you deal with several customer service issues daily. Easy to log in and log out, not heavy do not crash my computer. **What do you dislike about Gladly?** More templates will be better also a grammar spelling corrector will be awesome! **What problems is Gladly solving and how is that benefiting you?** Using one system for all is awesome, I need to chat sms and take calls during the day with gladly I don't have to be using multiple systems. ### 9. Happy with the easiness of the support platform **Rating:** 4.5/5.0 stars **Reviewed by:** David H. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** We are happy that we now can give customer a shorter waiting time to connect with our support agents. For a customer that prefer to use the Live Chat, they can use it and using the self-serving service to find information that they need with their orders. **What do you dislike about Gladly?** Implementation of the integration software is the only real issues that we have. they only support Shipped Suite for shipping and no other software. **What problems is Gladly solving and how is that benefiting you?** Serving and helping multiple customer simultenously isn't an issues with Gladly. They have a good customer support that perform better even when many tabs or customer information is opened at the same time. ### 10. 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. ### 11. Good quality software to manage customer care **Rating:** 4.5/5.0 stars **Reviewed by:** Bobbie F. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Gladly?** The onboarding process of Gladly is easy because they have a checklist that provide guidance on how to setup the software. Integration with Swell as our ecommerce sale website improve the effectiveness on support process for our customer. **What do you dislike about Gladly?** We have use it for quite long and found nothing to dislike about Gladly. All the process, integration, management and control is easy to navigate. **What problems is Gladly solving and how is that benefiting you?** In order to make our customer support platform effective, we are installing the customer service automation that will automatically find information and data that customer request. It need integration with Siena to make the AI sounding like a real human. ### 12. Rep Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best about Gladly?** I like how everything is one place and can be editted as need be. **What do you dislike about Gladly?** I don't like how the server is sensitive as we have type dirctly or our Answer page does not show. **What problems is Gladly solving and how is that benefiting you?** Helps contact our customeers over diffent platforms in one place. ### 13. Its awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Adriana T. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Gladly?** I like gladly because it is easy to use and it has access to all the information I need and it shows you all the updates. **What do you dislike about Gladly?** There is nothing I dislike it's an easy app. **What problems is Gladly solving and how is that benefiting you?** It helps me with all the information of the customers, and also with the recording of the calls, which is simply awesome. ### 14. New method in solving customer support issue **Rating:** 4.5/5.0 stars **Reviewed by:** Larry C. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Gladly gives us a new way of method to connect and solving customer inquiries and issues. We are able to easily understand customer root issues and solved it by using various type of features that Gladly provide. **What do you dislike about Gladly?** No dislike. We are able to run Gladly with our ecommerce website easily and only need a few tweak to make it run in its full capacity. **What problems is Gladly solving and how is that benefiting you?** Engagement between our support agents and customers has been simplyfied by combining all the communication into one controller. It boost our clients satisfaction because they don't need to wait too long for the solution that they need. ### 15. Platform that make customer support management simple **Rating:** 4.5/5.0 stars **Reviewed by:** Robert G. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** Gladly is our business choice to managing the contact center and customer support platfrom. They provides unique and different method in managing the support ticket and able to combine all communication medium into one conversation. Integration with ecommer platform like shopify has improve the support workflow. **What do you dislike about Gladly?** Implementing the platform and connect it with our shop website is easy. We have no issue with Gladly and is happy with the outcome. **What problems is Gladly solving and how is that benefiting you?** We need to modernized our customer support platform and Gladly has all the solution. The self service thread is giving our customer quicker support response that is generated by the AI. ### 16. Improve customer support platform and closing the gap with customers **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony G. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** Gladly sets of features and tools is easy to install and intergrate with our current ecommerce platform. The onboarding process is easy and doesn't involve too many technical process. **What do you dislike about Gladly?** Its vast list of features and tools make the training time for a new customer support agent is long and tiring. The community hub is not active. **What problems is Gladly solving and how is that benefiting you?** Automation with the live chat are the most beneficial features by Gladly. We can set the bots to answer and give information that is asked by customer automatically and it involve no human interaction. The system status give updates of system operation uptime report. ### 17. Modern and advance for a customer support center **Rating:** 4.5/5.0 stars **Reviewed by:** Eloise B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Gladly?** Gladly is providing a modern yet easy to operate platform that help my customer support agent to serve and helps all customer that is connecting with us. Integration with Spree is easy as we can find and pull out order history easily. **What do you dislike about Gladly?** None with the dislike. We had an eventful experience and happy with the result after deploy Gladly as our main customer support medium. **What problems is Gladly solving and how is that benefiting you?** Features that has completly changed our customer support platform are with the AI management that handles live chat answer. We can preconfigure the answer and teach the AI how to correctly answer customer questions. ### 18. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about Gladly?** There is a knowledge base that helps me to locate the process easily. **What do you dislike about Gladly?** Don't have an option to edit the font and size. **What problems is Gladly solving and how is that benefiting you?** It helps us to respond to the customer immediately since there is a knowledge base that have all the answers to customer concern ### 19. Gladly the easiest tool to use **Rating:** 5.0/5.0 stars **Reviewed by:** Edna R. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2023 **What do you like best about Gladly?** That you can see the number of calls and emails so you can have an idea if its back 2 back or not **What do you dislike about Gladly?** That it doesn't let you time between the calls, and you can't change the color of the gladly, i wanted pink **What problems is Gladly solving and how is that benefiting you?** At least it doesn't have an income call until yo clicked on close and next ### 20. The best in customer support and contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Shawn T. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2023 **What do you like best about Gladly?** Integration is the best that can be managed by Gladly. I can combines all the conversation from sms, email or livechat into one conversation using Glaldy. Our support agent love the easiness of operation that we paired with Calabrio to measure agent performance. **What do you dislike about Gladly?** We do not have anything that we dislike with Gladly. All issues is quickly fixed by Gladly. **What problems is Gladly solving and how is that benefiting you?** Gladly make some of the support platform running automated and let the customer to find their problem answer by themself. It has freeing our customer support loadwork and can focus more on the relationship process with customer. ### 21. When it comes to unified customer communications, Gladly is a solid choice. **Rating:** 4.5/5.0 stars **Reviewed by:** Sebastián U. | Senior Performance Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** The se­tup process for Gladly in our system went smoothly, and it has re­ally improved our customer service­ capabilities with its various communication channels. Additionally, whene­ver we nee­d assistance, Gladly's support team is responsive­ and provides clear guidance to make­ the update process e­asier. **What do you dislike about Gladly?** To ensure­ smooth workflow, the system's response­ during peak hours could be improved for faste­r service. Although customer support is ge­nerally prompt, there have­ been a few instance­s where response­s were slightly delaye­d. **What problems is Gladly solving and how is that benefiting you?** By utilizing Gladly, our customer se­rvice experie­nce has been gre­atly enhanced. The platform allows us to consolidate­ all communication channels, resulting in reduce­d confusion and improved responsivene­ss. This ultimately leads to increase­d customer satisfaction and a more efficie­nt delivery of service­. We have observe­d firsthand the effective­ness of adopting Gladly as a solution for addressing communication challenge­s. ### 22. 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. ### 23. Loved GLADLY **Rating:** 5.0/5.0 stars **Reviewed by:** Fernanda S. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2023 **What do you like best about Gladly?** Loved all of the content and speakers that attended. It is a way to get motivated for your team. I met great people and learned so much, thank you! Ease of Use **What do you dislike about Gladly?** No cons, personally for me it was what I was looking for. **What problems is Gladly solving and how is that benefiting you?** We have all records from previous cases and we can handle calls fasters ### 24. Awesome features to manage customer service and support **Rating:** 4.5/5.0 stars **Reviewed by:** Rory B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Fast,responsive and easy features operation is Gladly middle name. We had many benefits after implementing this software with our customer support service. Measuring customer satisfaction and analyzed it using Linc integration. **What do you dislike about Gladly?** No dislike and downside for Gladly. If we configure the platform correctly, we can solves any issues that business is facing for customer service platform. **What problems is Gladly solving and how is that benefiting you?** Live chat channel has many feature that can convert user experience into a sale. Build-in payment processor program on the Live Chat help to make to purchasing process easier because customer don't have to switching into other tabs. ### 25. Easy integration with our customer success software **Rating:** 4.5/5.0 stars **Reviewed by:** Lakisha S. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Gladly is fantastic because they are easy to be used and navigating on the dashboard. Fast implementation for Integration with Klaviyo give us many ways to manage customer interaction and experience with our marketing. **What do you dislike about Gladly?** Great customer suppot by Gladly. It has all the elements that we want to add for our customer support platform and excellent in making customer loyal to us. **What problems is Gladly solving and how is that benefiting you?** Keeping track of all the support service activity and performing analyzing report monthly has improve our effectiveness in solving and helping customer needs. Support all communication type like phone call and SMS. ### 26. Exceptionally easy to configure **Rating:** 4.5/5.0 stars **Reviewed by:** Chriss B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Gladly easy configuration and onboarding checklist is easy to follow and making sure all the needed settings is properly setup. The actionable insights help us to correctly analyzed our customer support report. **What do you dislike about Gladly?** Nothing. No dislike or things that we had complaint over Gladly. Any issues will be fixed on the spot by the developer team. Only a happy experience so far. **What problems is Gladly solving and how is that benefiting you?** We now able to setup customer service automation that work both on live chat and social media messenger. It cover almost 45% of the communication medium that customer used to connecting with us. ### 27. Every customer support features in one place **Rating:** 4.5/5.0 stars **Reviewed by:** Helen D. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gladly?** Fast and easy deployment process is one of Gladly strongest quality. Every tools that I need to make the customer support system easy is available in here without the need to integrate multiple software into the platform. **What do you dislike about Gladly?** Some issues with the integration since not many option is available that I can choose to pair the software. Other than that, everything else is okay. **What problems is Gladly solving and how is that benefiting you?** We are now able to 100% digitalzing our customer service platform. Monitoring the customer support activity from the dashboard give me a clear insight of agent performance and trending keyword of what customer want. ### 28. Fast implementation by Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Maddie P. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gladly?** Gladly is taking different approach from other customer support platform. The system automation will match the customer with the right agent automatically. We also integrate it with our ecommerce system, which is Magento. **What do you dislike about Gladly?** We use Gladly everyday and it is the best decision that we have made to solve our issue with support ticket. No issues with Gladly for now. **What problems is Gladly solving and how is that benefiting you?** Gladly has solve our problem in automating customer service. Based on their previous data and history, the system will automatically assign previous agent to them or an agent that is experise with what support that they want. ### 29. Good features for a customer support management **Rating:** 4.5/5.0 stars **Reviewed by:** Benjamin B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Gladly?** What is making Gladly excellent is with the integration option list. All the software that we need is available and able to connect with the support platform. It has make the process easy to be used by a novice agent. **What do you dislike about Gladly?** Nothing is least useful with Gladly. We are happy with the current result and have a positive reading from the analyzed report. **What problems is Gladly solving and how is that benefiting you?** Quick connection between us and our customers. They can pick and choose whatever communication channel that they want to interact with us. All the conversation will be combines on one single page. ### 30. Gladly Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Fernando F. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Gladly?** Its super easy to use, Ive been using it for the last 40 days and its incredible, it made my work easier. **What do you dislike about Gladly?** That I did not used it before. I which I knew about Gladly on my last Venture. **What problems is Gladly solving and how is that benefiting you?** Its preventing triangling information, all the info is connected and ready to use it as a reference at any time. ### 31. Excellent experience with contact support by Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Heidi G. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2023 **What do you like best about Gladly?** Galdly has solving cutomer issues. Customers now can connect and contact us easily by using its platform that providing multiple method of communication including email, phone call and live chat. **What do you dislike about Gladly?** We have nothing at all that make us dislike Gladly. All our daily operation has been smoother after deploying this software to support customer needs. **What problems is Gladly solving and how is that benefiting you?** The new module that Gladly has intoduce for us is with the social customer service. Since now we have multiple social media platform, we have to expand the suppot system and Gladly also has a solution for the new expansion of operation. ### 32. Easiest tool that i had use on a job **Rating:** 5.0/5.0 stars **Reviewed by:** Mario A. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2023 **What do you like best about Gladly?** Everything is super simple and pretty all in just a webpage, i can use it daily for hours, you can do a lot of things, and its super fast **What do you dislike about Gladly?** to be honest not that much, i can really think of how i would make it better **What problems is Gladly solving and how is that benefiting you?** The managment of calls is way easier with a tool as gladly ### 33. Gladly is user friendly. **Rating:** 5.0/5.0 stars **Reviewed by:** Sandy L. | Customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2022 **What do you like best about Gladly?** The main reason why I like gladly compare to other platform is that it's easy to you use, updated or always in the trend, beginner friendly and most of the gladly team notifies whenever there's an update. **What do you dislike about Gladly?** I can't really think of anything at I dislike about gladly because it's always provide us the best and efficient service that we need especially in doing emails. **What problems is Gladly solving and how is that benefiting you?** for this question, the inky thing I can think of is that there are times that whenever we send emails to our customers sometimes the email or the message we sent won't push through.when I heard that the gladly team is already working to have this issue fix, I am really glad. ### 34. Center management for all our customer support tools **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** The most impact that we have experience after deploying Gladly is with the response time that has shorter and easy management for all the integration, especially with Klaviyo marketing software. **What do you dislike about Gladly?** A better pricing structure for a middle size business like us would be very helpful. The cost is quite high especially with the integration software that we need. **What problems is Gladly solving and how is that benefiting you?** Gladly has a features that make the live chat can be used as a customer self-service platform. In there, customer can find and self solving issues that they had with their orders or courier information. ### 35. Vast integration option with easy procedure **Rating:** 4.5/5.0 stars **Reviewed by:** Christoper H. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** I love all the integration that has vast of selection and easy to pair. We integrate with Magento to handles all the sales and ecommerce platform and using Loop to manage customer return operation. **What do you dislike about Gladly?** Gladly need a better implementation onboarding process. We had to spend weeks to perfecting the system and linked it with all our IT services. **What problems is Gladly solving and how is that benefiting you?** Gladly as our main Contact Center has many positive benefits. Every communication channels is supported and users can choose type of communication to contacting us. All the coversation will be combines into one single conversation. ### 36. Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Erik M. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Gladly?** Very easy to use, only press the button of message or call and its ready to use **What do you dislike about Gladly?** sometime when i need to change the bake to lunch, i need to log in again and then change the option **What problems is Gladly solving and how is that benefiting you?** sometimes i try to end a call and i have to press a couple of times to finish call ### 37. Improve our after sales support service **Rating:** 4.5/5.0 stars **Reviewed by:** Ronald S. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** A good product need an excellent after sale service and that is the reason we choose Gladly. Easy customization process and able to integrate third-party software. BigCommerce software also can be linked with the system. **What do you dislike about Gladly?** Gladly is a flawless platform that always updated and upgrated. Nothing that I dislike after the implementation. **What problems is Gladly solving and how is that benefiting you?** Insights lightboard is providing us with the real-time activity monitors that we can view from the dashboard. If it detect high activity on specifict communication medium, it will recommending us to add more manpower to help make it efficient. ### 38. Full of advance automation tools **Rating:** 4.5/5.0 stars **Reviewed by:** Bertha K. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Gladly gives us a modern solutions like Siena integration that will make the chatbot to learn and answer to customer inquiries quickly. All the answer is pre setup and we only need to customized the data. **What do you dislike about Gladly?** All is good with Gladly. It is not easy to dislike Gladly tools because all the features has its helpfulness to make our support center fully automated. **What problems is Gladly solving and how is that benefiting you?** Gladly has boosted our customer loyalty to the brands as we now has a great customer support and after sale support. Integration with Smile.io helps smoothing the process. ### 39. Fast integration with Spree Commerce **Rating:** 4.5/5.0 stars **Reviewed by:** David P. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** The best about Gladly is they able to integrate and connect easily with Spree Commerce. We use it to view customer data and its order history with our Shopify shop. **What do you dislike about Gladly?** All is well for now with Gladly. We have no dislike or hate about this software and happy with the customer suppport management tools that they is providing. **What problems is Gladly solving and how is that benefiting you?** Easy control over customer data and communication hub or center is the biggest why we use Gladly. We need to make the support system control as effective as possible with less human interaction. ### 40. Nice and easy to maneuver. **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel S. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gladly?** How easy it is for the sofware to recognice/merge customers profile. **What do you dislike about Gladly?** There's nothing to dislike about Gladly. **What problems is Gladly solving and how is that benefiting you?** Keeping a record of our customers profile and and any relevant information related to whatever topic they may be calling about. It benefits us by keeping everything in one place within reach. ### 41. Futuristic tools that is suitable for modern solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Dorothy F. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** We are able to implement, improve and boosting our conversation rate with client with the help of Gladly easy features. Automatic agents assign process that will connect customer with correct customer support agent. Easy to manage the integration using Magento. **What do you dislike about Gladly?** No dislike. We are happy with our current customer support platform that can caters all kind of customer inquiry and question about the product. **What problems is Gladly solving and how is that benefiting you?** Delegating support tickets between customer support agents is possible and everyone have a fair share on workload. Easy to pull-out customer data and previous purchase history. ### 42. Gladly is very efficent and is easy to use,helps work and take of tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel Angel L. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gladly?** all of the info is right away at sight and it is very quick **What do you dislike about Gladly?** Well i ahve to say galdly is very fast and easy to use so at this point nothing yet **What problems is Gladly solving and how is that benefiting you?** it helps assist Cx to full extent and create a case for them ### 43. An extremely easy and customer-friendly platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2024 **What do you like best about Gladly?** An extremely easy and customer-friendly platform **What do you dislike about Gladly?** I wish that the platform had easier search options. **What problems is Gladly solving and how is that benefiting you?** It provides a singular and more streamlined place to do all my required work. ### 44. CRM digital solutions with fast customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Scott T. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** Galdly has boosting our customer support platform by digitalized and integrate it with our ecommerce provider. The workflows has been easy since all the data can be viewed from Gladly and we can serve our customer quickly. **What do you dislike about Gladly?** There is no least helpful tools or features that has been introduced by Gladly. We use all the option to improvised our contact center. **What problems is Gladly solving and how is that benefiting you?** Gladly solved support issues that has burdened our customer support unit. They now can focus more on customer success than the technical issues that we are facing before. ### 45. Gladly works for me because I receive notifications about consumers. **Rating:** 5.0/5.0 stars **Reviewed by:** Omar C. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2023 **What do you like best about Gladly?** Gladly is like my secretary, when i need to do tasks in the near future i use task function instead of using an ordinary calendar. There is a lot of topics to use depending the situation. **What do you dislike about Gladly?** i receive tons of spam emails daily. if there is a solution for that issue soon, i will be more than happy to know. What i currently do is adding the topic named spam. **What problems is Gladly solving and how is that benefiting you?** To help consumers as fast as i can because Gladly is a great tool that let me get my daily tasks completed. Makes my job easier with all the topics available in order to follow up all the consumers inquiries. ### 46. All in one tool - Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Floranch E. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2023 **What do you like best about Gladly?** I love how you are able to integrate all of your tickets from chat, SMS, phone, and email into a single ticket in gladly. You can eventually read every previous interaction with the customer as long as you integrate the email to the tool. This type of capability, as opposed to other tools with distinct tickets from different channels of reach out, helps our customer care in providing rapid assistance to customers. **What do you dislike about Gladly?** You can't send screenshots right away; you must download the image to the computer before you can send it to the customer. You also can't attach pictures to tasks in the task bar, which would be very helpful for us to attach proof of our conversations or to remember why we added a particular ticket as a task. **What problems is Gladly solving and how is that benefiting you?** With the help of this tool, we can complete our tasks more quickly, more efficiently, and more personally with our customers, making them feel important and proud of our company's accomplishments. Gladly has a single, lifelong discussion that spans all channels, which is what I like about it the best. Regardless of the channel, the user can access the customer's whole communication history in a single view. Customers receive more context, fewer repetitions, more rapid responses, and a more personalized experience as a result. ### 47. Great help in managing customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Kenneth E. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2023 **What do you like best about Gladly?** Gladly has supporting us with a great tools and features to modernized and making shorter response time for customer inquire. Tools like Shopify integration make the workflow easier. **What do you dislike about Gladly?** Glaldy has limited type of integaration that they support for ecommerce website. I hope they can expand the list and supporting many other ecommerce tools. **What problems is Gladly solving and how is that benefiting you?** Digitalizing our contact center and customer support medium has many benefits. It has provide us with all the information that we need during the support session and we can check and reply to customer with confidence. ### 48. A great all around CMR. **Rating:** 5.0/5.0 stars **Reviewed by:** Shantal C. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gladly?** easy integration with other programs, easy to use, and user-friendly. **What do you dislike about Gladly?** going through different accounts may be a bit difficult, such as not being able to have multiple Gladlys opened at the same time. **What problems is Gladly solving and how is that benefiting you?** keeping customer information and contact registry in order. ### 49. Love to use Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2024 **What do you like best about Gladly?** It is very easy to use, it has a lot of features **What do you dislike about Gladly?** I do not see any problems with using gladly **What problems is Gladly solving and how is that benefiting you?** They help me to interact with the customers better. ### 50. Very reliable, never has bugs or its down **Rating:** 4.5/5.0 stars **Reviewed by:** Gerardo C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Gladly?** Since we tried Gladly, we never go back to using another system. Gadly has been a great help in training new users because they get familiar really quickly with the interface and the very easy-to-use phone and email system. **What do you dislike about Gladly?** Since I started using Gladly until now, I haven't found a major problem that stopped me from doing my job, so that is a great plus. I guess if we have to say something, is that sometimes we have connection issues but that is just on our end. **What problems is Gladly solving and how is that benefiting you?** It has a quick response whenever a consumer is calling or sending an email, actually, there are sometimes a consumer is on a call and she needs to send an email and Gladly refreshes the account right away. It's also helpful for the social networks that we have available, they all come up as one. ## 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?init=21&page=7§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+17%3A51%3A54+-0500&secure%5Bsession_id%5D=cbb9bf35-38bd-4f1f-b6da-e156284fa6b5&secure%5Btoken%5D=ab08fa6e46d2f98dde9b25feee1eaa266382ee3c49227e2ed50a546bbfa29c37&format=llm_user) ## Gladly Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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[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 (6,659 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,732 reviews)