Gladly is very user-friendly and very convenient in helping advocates in providing quality customer support. This is an everyday use and helps you connect with the customer through email, chat or phone call. It's like a combination of two tools that you need, you can do a lot of things using Gladly. It will help you to accomplish all the today's tasks every day. It can also indicate your status like if you are working, on breaks or meetings or if you already out from work. Review collected by and hosted on G2.com.

I haven't experienced some downside of Gladly so far. Review collected by and hosted on G2.com.

With a 4-minute ACT, it allows us time to finish taking notes following live conversations, such as phone calls. However, data from incoming calls and chats can be easily traced back, particularly if the client has a history, and it appears that they were never erased. Review collected by and hosted on G2.com.

When a customer contacts you through a chat channel and an assigned email is sent, it will be automatically assigned to you as well. However, there are instances when you will miss that chat because we are too busy answering emails to check for pop-up notifications and assume that no chat will arrive because we do not turn on the live channel for chat. Review collected by and hosted on G2.com.

How easy it is to use and it offers great features. My favorite would probably be the liveboard as well as the translate option. It makes it better to work with customers and provide smooth customer support. Review collected by and hosted on G2.com.

That I am not able to click anything else on the screen when a call comes up. and that there is no cool down time between chats. Review collected by and hosted on G2.com.

I appreciate that Gladly is easy to use, which makes my tasks more manageable without any hassle. Its simplicity in setup is also a significant advantage, as it was very easy to begin using it without encountering any difficulties. Additionally, the 'Gladly answers' feature stands out as a particularly useful capability, aiding me in efficiently handling customer service inquiries. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Having recently onboarded new software solutions outside of the space Gladly occupies, I have come to really appreciate the onboarding process our team experienced when we adopted Gladly as our omnichannel contact center solution. The onboarding project management is second to none, I have found. The onboarding team at Gladly has set a standard that isn't often found elsewhere. Review collected by and hosted on G2.com.

I appreciate that Gladly continues to hear customer feedback and is transparent with their development roadmap. Review collected by and hosted on G2.com.

its very easy to use and i enjoy working with gladly Review collected by and hosted on G2.com.

it sometimes doesnt load the way it is supposed to Review collected by and hosted on G2.com.

The overall usability and seamless conversations (across email, text, phone, SMS) all under a singular client profile. Review collected by and hosted on G2.com.

I would say the search function could be improved, especially when searching up certain keywords. There are times when I look an Order Number up in Gladly and I'm able to find the account the conversation leads to, it will only take me to the latest message - not the exact message I am looking for. Review collected by and hosted on G2.com.

I like that it is easy to multitask on and talk to multiple customers at once. I also like that I'm able to set up tasks to help customers with something at a later date. Review collected by and hosted on G2.com.

I wish that there was a timer when coming out of focus to avoid messages or calls coming in when I'm trying to switch channels. Review collected by and hosted on G2.com.

Gladly continues to innovate in customer service by focusing on human connection and streamlined workflows. Recent developments include enhanced AI capabilities for handling customer interactions and a focus on building customer loyalty through personalized experiences. Gladly also emphasizes the importance of agent experience, providing tools to manage agent status, conversations, and relationships. Review collected by and hosted on G2.com.

I do not have any dislike about it, it's great. Review collected by and hosted on G2.com.

What I like best about Gladly is that it makes an easy and sweet experience for the Customer and the Agent (user). I like how organized everything is, and how amiable you can access the information and the functions of the liveboards.

The liveboard function is my favorite tool while I'm waiting for a case, and the specifics of ''Agents'' and ''People match'' are a great addition. Review collected by and hosted on G2.com.

The least helpful thing about Gladly is that sometimes the pictures or videos that Customers send take many minutes to arrive, or could even never come through. Review collected by and hosted on G2.com.