--- 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: '2026-07-17' 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. No more repeating ourselves **Rating:** 4.5/5.0 stars **Reviewed by:** Sofia S. | Customer Journey Strategist, Professional Training & Coaching, Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Gladly?** What I like about Gladly is that it brings our fragmented customer communication together, in particular with our custom-order business. One of the clients that ordered a particular handmade item would juggle emails, DMs, and chats with us. Everything is now in one timeline and it is unbelievable in continuity. The second strength point is the ability to attach internal notes and even design mockups to the profile of a particular customer, and ensure that the entire team knows the complete picture of a particular request. **What do you dislike about Gladly?** My biggest problem is the reporting capabilities which seem to be rather stiff to our particular requirements. Attempts to drag highly tailored reports on special product requests or agent performance with such complicated cases are not as simple as I would have liked them to be. In addition, we had to put up some of our less used social channels to have a really seamless two way sync that took more hands on work at the beginning. **What problems is Gladly solving and how is that benefiting you?** The discontinuity of customer journeys in order to make personalized orders was our greatest headache. One of our customers may initiate a design chat, send emails regarding fabric options, and even DM regarding shipping thereof of his personalized product. This implied that agents were regularly out of context and needed to pose unnecessary questions which annoyed the customer and dragged us down. It is all consolidated now, so any agent can see at a glance the entire history of a custom order, regardless of the channel or the number of agents who touched it before. ### 2. Gladly made our support team feel less overwhelmed and more effective **Rating:** 4.5/5.0 stars **Reviewed by:** Francesca Z. | Customer experience architect, Food Production, Small-Business (50 or fewer emp.) **Reviewed Date:** September 29, 2025 **What do you like best about Gladly?** I do love the fact that Gladly puts all customer chats in a single location. It is very useful in our little team since we can view a customers entire history irrespective of the last person who spoke with that customer. The speed at which we can screen through the emails and chats will help us not pose the same questions to the customer, which will always be valued by the customer. It causes us to appear a lot more organized and attentive. **What do you dislike about Gladly?** Reporting features might be stronger, particularly in terms of monitoring particular categories of inquiry level by time. Occasionally the establishment of new integrations is a little bit cumbersome, and I have to take more steps than I anticipate. Moreover, it has an excellent main functionality, but at the same time, I would like to see more customization features in the interface of the agent. **What problems is Gladly solving and how is that benefiting you?** The loss of customers in various channels of communication email chat phone calls were challenges that we were grappling with. It was not easy to have a coherent overview of their problems and their position within our support process. Everything is centralized since Gladly is implemented. And now, when a customer leaves the chat and moves to email, it presents their full thread to any agent to greatly enhance our response time and customer satisfaction. ### 3. Effortless Navigation and Quick Answers **Rating:** 5.0/5.0 stars **Reviewed by:** Pearl I. | Customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Gladly?** IT IS VERY EASY TO NAVIGATE AND FIND ANSWERS **What do you dislike about Gladly?** Multiple messages during a chat, it was over whelming **What problems is Gladly solving and how is that benefiting you?** The navigation of the answers is practical, and the AI feature that helps refine your words while chatting or writing emails really puts my mind at ease. I no longer have to worry about whether I'm choosing the right words. ### 4. Review for Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Taja M. | Customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2025 **What do you like best about Gladly?** I like that Gladly makes everything feel more personal and human. Instead of bouncing around from agent to agent, it feels like one continuous conversation. It saves time and makes the whole experience way smoother. And I also like how easy it is to use. **What do you dislike about Gladly?** Sometimes it can feel a little overwhelming because there are so many features in one place. It takes some time to get used to, and if you’re new, it’s not the most beginner-friendly. **What problems is Gladly solving and how is that benefiting you?** Gladly is solving the problem of repeating myself over and over whenever I customers contact us for support. Since everything is in one conversation thread, I don’t have to start from scratch each time. It saves me time, reduces frustration. ### 5. Gaining full customer context finally brought true clarity to our service team **Rating:** 4.5/5.0 stars **Reviewed by:** Andrea M. | Client Experience Architect, Hospitality, Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2025 **What do you like best about Gladly?** Gladly actually does a fantastic job of maintaining the whole lift of engagement of each of the members with us. It implies that any of our teammates could go into the conversation that had happened months or even years ago and would not have to go searching through history to get the bigger picture. Such profound continuity helps in building true affiliations with our members. The clarity of the interface is also welcome as the visual hierarchy of various dialogues makes it easy to keep the flow of several open requests to the same person without cluttering the head. **What do you dislike about Gladly?** In some cases, it does not necessarily feel as comfortable building out genuinely complex automation rules especially when it comes to individual member lifecycle events. It is a little more hands-on setup than we were hoping to see in highly specific cases. Exporting some of our more detailed flow metrics of conversation output (specifically for our internal review purposes) can also be a little ungainly and lacking some filters on finer detail that we would prefer. **What problems is Gladly solving and how is that benefiting you?** Disintegrated member experience among the long term members used to be our greatest headache prior to Gladly. When an agent needed information about a problem they had passed on to our agents 6 months ago or respond to a new benefit based on an earlier communication our agents had to track the information across several systems and through old emails. All the interactions now have become a part of a seamless story to that member. The result is our agents spend less time trying to dig up old information and are able to devote more time to helping the members directly, and has been visible benefiting our ability to retention our members as well as engagement with our community. ### 6. The best customer service software **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan M. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2024 **What do you like best about Gladly?** One of the new things I really like about Gladly is the streamlined view of customer interactions. It keeps everything—from emails and chats to calls and social media messages—in one continuous thread, so it’s easier to follow the full history of a conversation. I also appreciate the improved search function and how quickly we can access order details or previous interactions without jumping between tabs. This really helps save time and improves the overall customer experience. **What do you dislike about Gladly?** “While I don’t have any major dislikes about Gladly, one area that could be improved is the reporting feature. It can be a bit confusing for new users to navigate and customize reports. Making the reporting tools more intuitive or offering guided templates would help teams get the data they need more efficiently. **What problems is Gladly solving and how is that benefiting you?** It solves the need to have multiple softwares that help tend to customer needs, it helps to have an all in one place to help customers. ### 7. All-in-One Solution That Streamlines Our Workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Corey S. | Customer Happiness Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about Gladly?** Everything is streamlined well and all in one place. **What do you dislike about Gladly?** When comparing FAQ-based questions between Gladly and our previous software, HelpScout, I find that the format was a bit easier for both agents and customers on the old site. The previous setup seemed more straightforward to use for everyone involved. **What problems is Gladly solving and how is that benefiting you?** Before switching to a ticket-based system, there was much more overlap for customers. Now, with everything centralized in one place, it becomes much more convenient after getting accustomed to using Gladly. ### 8. The relief of having full customer history is irreplaceable **Rating:** 4.5/5.0 stars **Reviewed by:** Stefan F. | Conversational experience auditor, Events Services, Small-Business (50 or fewer emp.) **Reviewed Date:** September 07, 2025 **What do you like best about Gladly?** The thing that I like right now is the way in which Gladly stores the whole history of each of its clients and represents them throughout many years. It is highly useful to our relationship managers to be able to get a complete journey of a client in a short amount of time before a strategic call, so that no detail is forgotten. The distinct differentiation between internal comments made by the team on one hand and the genuine client messages on the other hand on the same line is also ingenious. This keeps our sensitive internal strategy plans discreet and still has the full context of the team. **What do you dislike about Gladly?** The in depth search feature in a multi year, long client history can be a bit cumbersome when trying to figure out one specific thing about the past. I also regret that there were not many more simple methods of creating custom reports on individual relationship health metrics of unconventional service level agreements. Extremely specific client data fields initial configuration was also a bit more than hoped. **What problems is Gladly solving and how is that benefiting you?** Gladly has revolutionized the way in which we can retain institutional knowledge related to our long term clients. In the past, losing a relationship manager or a transfer of the relationship manager would mean loss of much of that detailed knowledge of the client such as relationship history and complicating factors, lost on different personal notes or on various email chats. A new member of our team would, in theory, know nothing and the client would have to re explain his whole story countless times. Gladly now has one living, continually upgraded record of each client. Each team member can now get access to the entire story and this allows delivering the same and deeply customized experience to our valued clients and inspire them to much greater trust and loyalty. ### 9. 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. ### 10. Flexible Inboxes and Easy Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2026 **What do you like best about Gladly?** That you can separate messages through different inboxes and have different access to each. Also the integration with our other system sis easy. **What do you dislike about Gladly?** Service through the account rep is slow. **What problems is Gladly solving and how is that benefiting you?** We need a way to integrate customer profiles, ERP, keep messages organized, and access to stats, easily, and Gladly is solving this. ### 11. 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. ### 12. Gladly’s Unified Conversations Are a Game-Changer for Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer R. | Ecommerce Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Gladly?** We really appreciate how Gladly brings together all customer interactions from different channels into a single conversation, rather than splitting them across multiple threads. This approach is much more efficient than what we've experienced with other help desk solutions. **What do you dislike about Gladly?** The AI optimizations have progressed somewhat more slowly than those of other help desks, but since our customer base values a human touch, this hasn't negatively affected our brand. **What problems is Gladly solving and how is that benefiting you?** Gladly brings all our CX conversations together on a single platform, unifying them so that agents can resolve issues or answer customer questions promptly. ### 13. Would I go from Nashville to Live in 10 short weeks again? Gladly! **Rating:** 5.0/5.0 stars **Reviewed by:** Susan G. | Senior Operations Manager - Customer Experience, Retail, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2025 **What do you like best about Gladly?** Now we are live on the Gladly platform I am really impressed with OOB reporting. I've also been able to create customised dashboards to meet our specific needs very easily. From initial launch with just email and now on a phased implementation of chat and sidekick - who we have named Basil - we are really getting up to speed. All this at our busiest time of the year so we have had more business intelligence and statistics to support the rising demand. The support from our implementation team has been very helpful and as we transition to a Customer Support Manager I have found the Gladly team to be very reactive and knowledgeable. We have seen our suggestions and requests implemented within weeks. Something we used to wait months for with our previous vendor. We've integrated Shopify, Assembled, Medallia to name a few and we still have some perfecting to do on how these integrations work we have found Gladly to be a very helpful partner. We are using Gladly 24/7 for a global customer base and the we pushed for the translation features to be launched as that was an essential for us. Being able to be part of the testing team and meeting with the developers has increased our confidence in the continued investment in the system and our belief that it is only going to go from strength to strength. **What do you dislike about Gladly?** Being located in Scotland we are out of timezone for Gladly HQ and we would love to see live support available across more time zones. Although kudos to the Gladly team who do some very late and early hours to accommodate their global customers! **What problems is Gladly solving and how is that benefiting you?** Gladly is giving us more visibility and business intelligence whilst still being user friendly. The advances with sidekick are helping us with our journey to using AI to augment and improve our customer service. ### 14. Discovering every customer interaction in one thread brought true support clarity with Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Kim S. | AI Service Architect, Design, Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2025 **What do you like best about Gladly?** The best part about Gladly, in my opinion, is that it creates a full client story that develops over the course of time rather than displaying isolated tickets. In fact we are able to scroll through the years of channel interactions with a client and understand the complete history of interaction together with the preferences in a span of times. This rich context enables us to be active in anticipating the upcoming needs or pick up on previous conversations so that making connections with every point of contact becomes a truly personal experience. It is actually in favour of our long term client relationship model. **What do you dislike about Gladly?** Although the conversation thread is rather strong, at other times, internal notes by different agents may overwhelm the timeline of a client and searching critical information rather quickly will be somewhat complicated. There was also the feeling that it was a bit more complex to create custom attributes for unique client profile with highly specific bits of information than I expected. I would also prefer much more granular settings with respect to the notifications. **What problems is Gladly solving and how is that benefiting you?** We had poor consistency and depth of relationship with our long-term clients when dealt with by various members of staff. When a month later a client would call with a nuanced query after a project completion, the agents usually were required to search several systems, or prior to asking a client to restate their experience. Happily corrected this by supplying to each member of our team all the chronological story of the engagement of every one of those clients with us. Any agent can now intervene and instantly know all design decisions, past complications or special requirements, and our high touch service becomes smooth and personal in every possible way. ### 15. Effortless Customer Service Platform with Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** cesca b. **Reviewed Date:** December 31, 2025 **What do you like best about Gladly?** I like using Gladly for its ease of use and the workflow it provides. It's very beneficial for addressing simple questions for customers, making the process smoother for me. Setting up Gladly was super easy, which is a plus. **What do you dislike about Gladly?** I think it would be better if there were different sounds for different things to make them more distinguishable. **What problems is Gladly solving and how is that benefiting you?** I use Gladly for addressing simple questions for customers. It's easy to use and the workflow is something I really like. ### 16. Gladly + Shopify = Great Match For CS! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Gladly?** Gladly connects seamlessly with Shopify right out of the box — setup was incredibly easy, and my team was up and running in no time. The AI capabilities and global translations are also huge wins. My agents can now chat and email customers in virtually any language, which has been a game changer for international support and response times. **What do you dislike about Gladly?** I wish Gladly allowed for more Shopify admin functions to be handled directly within the platform. Ideally, it would be the single tool my customer service team needs to work in, without jumping back into Shopify for certain tasks. Also, once emails or chat apps are created, you can’t archive or delete them, which makes managing changes or old inputs a bit clunky. **What problems is Gladly solving and how is that benefiting you?** Gladly is helping us streamline all of our customer communication channels into one unified platform. Before, our team had to switch between multiple systems and look up customer information and orders. Gladly has opened up chat as well as a new customer channel. With Gladly, everything happens in one place — agents can see the full conversation history with each customer across all channels, and the Shopify integration makes it easy to access order information instantly. The AI and translation tools have also been a huge benefit, allowing our team to confidently support customers around the world without language barriers. Overall, Gladly has improved our efficiency, reduced response times, and elevated the overall customer experience. ### 17. Effortless to Use with Smart Multilingual Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2025 **What do you like best about Gladly?** This tool is extremely user-friendly. It lets you set up separate inboxes for each support language, and it also helps by highlighting tickets that are approaching their breach time. **What do you dislike about Gladly?** I would appreciate a simpler method to distinguish between old and current tickets for each user. Additionally, I find it frustrating that emails often become cluttered with unnecessary information, like signatures and out-of-office replies, which are always visible. It would be great to have a feature that hides all irrelevant text in each customer's email. **What problems is Gladly solving and how is that benefiting you?** Gladly is handling tickets by language, prioritizing those that are closest to breaching their deadlines. ### 18. 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 ### 19. Gladly: Speed and Precision in Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Mali C. **Reviewed Date:** January 23, 2026 **What do you like best about Gladly?** I like the speed of Gladly and find it very useful for finding the correct answers to help customers. Additionally, the initial setup was super easy. **What do you dislike about Gladly?** Sometimes I would like the call bell to always ring, sometimes it doesn't ring. **What problems is Gladly solving and how is that benefiting you?** Help me find the correct answers to assist the customers. ### 20. Seamless, efficient, and incredibly intuitive **Rating:** 5.0/5.0 stars **Reviewed by:** Sheena A. | Customer Service Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Gladly?** Gladly provides a truly seamless, omnichannel experience that empowers our team to respond quickly and personally to every customer. The single timeline view makes it easy to track conversations across channels, and the intuitive UI has significantly improved our response time and overall workflow. **What do you dislike about Gladly?** While the platform is fantastic overall, reporting capabilities could be a bit more customizable to fit niche use cases. There’s also a slight learning curve at the start, but the onboarding support makes it manageable. **What problems is Gladly solving and how is that benefiting you?** Gladly has helped us solve the challenge of fragmented customer communication by unifying all channels—email, chat, SMS, and social—into a single, easy-to-follow conversation timeline. This allows our agents to deliver faster, more personalized support without switching between platforms or losing context. As a result, we've seen a noticeable improvement in response times, team efficiency, and customer satisfaction scores. ### 21. Ease of Use **Rating:** 4.5/5.0 stars **Reviewed by:** Jackie D. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2025 **What do you like best about Gladly?** The platform is very user-friendly and intuitive. The timeline feature allows me to easily view the history, which helps in delivering quick, personalized, and seamless support. Adding notations is also straightforward and hassle-free. **What do you dislike about Gladly?** Nothing in particular; I just hope that duplicate accounts can be more manageable. **What problems is Gladly solving and how is that benefiting you?** Managing and documenting e-commerce accounts is pain but with Gladly it made work much easier. ### 22. Amazing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren T. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Gladly?** Gladly is so organized, and intuitive. TI use mine integrated with Guru, where the AI feature that only uses information based off the information provided to it- so you know there are no external sources or misinformation. Guru is beautifully organized, multiple different ways of doing different things. I love the look, the feel, and the versatile functions. **What do you dislike about Gladly?** Im not a huge fan when it times me out while working on a different screen, but thats also super useful for attendance/activity record keeping! **What problems is Gladly solving and how is that benefiting you?** Gladly allows for multiple integrations with other tools, making a seamless, full circle experience. There are AI tools to help respond to general and vague inquiries, which saves time and keeps agents from getting overwhelmed! ### 23. Still a great experience – easy to use and efficient! **Rating:** 5.0/5.0 stars **Reviewed by:** Sumit P. | Back Office Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2023 **What do you like best about Gladly?** Gladly makes it very easy to handle emails, chats, and calls in one place. The Answer Guide feature saves a lot of time – you don’t need to search for product information again and again. It really helps to reply quickly and accurately to customers. **What do you dislike about Gladly?** So far, I haven’t found anything to dislike. It works well and meets my needs. **What problems is Gladly solving and how is that benefiting you?** Gladly helps manage customer communication in one place. Instead of switching between different tools for emails, chats, or calls, everything is handled in a single platform. This saves time and makes it easier to respond to customers quickly. ### 24. Usefull, friendly and easy tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Angela T. | customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Gladly?** It is my job's main tool, I use it along with another tool, but this is the one I use for the customer service part. It is really fast, and it does have shortcuts or pre created responses, I need to be even faster on my responses! **What do you dislike about Gladly?** it can improve on the IA responses. sometimes it does have already a resolution for the clients but then it transfers the interaction back to an agent just for nothing. Also, I believe the IA responses or resolutions are super, but they are missing the final notes (we need to place them at the end of every interaction, so the rest of the people will know what we did or resolve) other than that, I am happy with this tool. **What problems is Gladly solving and how is that benefiting you?** It does gather all the client's information and put it together for you to contact them and resolve issues. It also has now the possible responses or resolutions for you to just click, copy and then paste it. ### 25. Support that works for our team and our customers **Rating:** 4.5/5.0 stars **Reviewed by:** Jeleene May M. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2023 **What do you like best about Gladly?** What I like most about Gladly is how collaborative and easy-to-use the tools are for customer service. The platform simplifies our workflow—from creating automated responses that save time, to using detailed reports that help us monitor productivity and spot areas for improvement. One feature that’s been a huge help is the “Summarize Conversation” tool. It’s especially useful for long interactions with customers, giving us a quick, accurate recap without having to scroll through the entire thread. This has made handoffs between team members so much smoother. Overall, Gladly has made both our customer experience and internal processes more efficient and easy. **What do you dislike about Gladly?** One area where Gladly could improve is the tagging system. While I understand that tags are organized by topics, it would be much more efficient if we had the option to add a new tag directly from the ticket view—just by typing it in. This would save time and make it easier to categorize conversations more accurately in real-time. **What problems is Gladly solving and how is that benefiting you?** I can't think of any time that Gladly went down without any early warning about system maintenance. Sometimes, when it doesn't load or if there's a problem sending emails, it will be easily solved by logging out or clearing your cached data. ### 26. Effortless Customer Insights with Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Dennis G. **Reviewed Date:** February 02, 2026 **What do you like best about Gladly?** I like how easy Gladly is to use and how everything is at one place. **What do you dislike about Gladly?** It usually takes quite some-bit of bandwith **What problems is Gladly solving and how is that benefiting you?** Gladly gives me a clear, end-to-end view of my customers' interactions in one place, solving the issue of switching between various tickets. ### 27. Intuitive Support Tool with Minor Lag Issues **Rating:** 5.0/5.0 stars **Reviewed by:** kaiya h. **Reviewed Date:** December 09, 2025 **What do you like best about Gladly?** I like Gladly because it helps me respond with pre-written responses, making it easier to assist my customers. What I like most about Gladly is its simple and easy navigation. I also enjoy the ability to pause the recording on a call. The initial setup was very easy and self-explanatory. **What do you dislike about Gladly?** Sometimes, the mute button lags. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me respond with pre-written responses, making it easier to assist my customers. ### 28. Gladly has revolutionized our team's performance **Rating:** 5.0/5.0 stars **Reviewed by:** Zie C. | Project Manager / Wellness Guide, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Gladly?** I like that it is very intuitive and has a lot of features you can change to better suit your team's needs. A lot of AI tools to utilize as well. It was also very smooth when we moved to Gladly from our old system. **What do you dislike about Gladly?** Your AI tool for writing can still be improved. **What problems is Gladly solving and how is that benefiting you?** It integrates with many apps really well so now all actions can be seen, measured and even reviewed. Our QA has greatly improved because of this. I also appreciate the ease of using tools for tasks, refunds, even claims submission integrated with a 3rd party provider. ### 29. 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. ### 30. Gladly is simply THE best **Rating:** 5.0/5.0 stars **Reviewed by:** Steely B. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2023 **What do you like best about Gladly?** We absolutely love the software we use for our CX tickets—it's truly amazing! We've never experienced any connection issues, and on the rare occasion that something comes up, the support team is quick to resolve it. What really stands out is their commitment to innovation—they’re always looking for ways to evolve and improve the platform. It’s clear they genuinely care about the customer experience, just like we do! **What do you dislike about Gladly?** Gladly is GREAT! Wish we'd get a mobile app or it would work on an iPhone so I can check-in on my team on the go! **What problems is Gladly solving and how is that benefiting you?** Gladly allows our customers to reach us in a variety of ways. The "Answer" function allows us to be able to answer customers quickly and throughoutly. We are also able to have less back and forth with customers by being able to view their order history and conversation history in one place! ### 31. Super Easy to Use—A Breeze from Start to Finish **Rating:** 5.0/5.0 stars **Reviewed by:** Dylan Jeff O. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2025 **What do you like best about Gladly?** Super easy to use and everything is automatically provided once correct information is entered. **What do you dislike about Gladly?** It is a little bit confusing to link and unlink sometimes but it is manageable. **What problems is Gladly solving and how is that benefiting you?** Gladly is very hands on on customer support assistance and very accessible. ### 32. Gladly as a User-friendly CSR Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremie Ann S. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Gladly?** Managing customer tickets is still straightforward. I love that we can write internal notes, tag teammates for specific tasks, and seamlessly assign tickets to the right team members. Plus, the ability to tag myself for breaks or when I’m away from the screen makes workflow management even smoother. Overall, Gladly has made handling customer interactions much more efficient! **What do you dislike about Gladly?** If there’s one thing I find challenging about Gladly, it’s that when the inbox is full, there can sometimes be a lag in fully loading and displaying all tickets. This can slow down workflow slightly, especially when trying to navigate through multiple conversations efficiently. That said, overall, I still find Gladly to be a user-friendly and effective platform! **Recommendations to others considering Gladly:** If you want user-friendly CRM software for your customer support employees, Gladly would be the way to go. Tickets are segregated accordingly to when they were received. And if you are part of the management team, you will also be able to keep track of your employees' productivity daily. **What problems is Gladly solving and how is that benefiting you?** We have the flexibility to temporarily disable one or two channels when necessary. This allows us to focus on resolving more complex issues efficiently, ensuring that customers with multiple concerns receive the attention they need. ### 33. Gladly Review - Updated 2025 **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2023 **What do you like best about Gladly?** When we switched from one platform to Gladly, I did not have a hard time adjusting to its features. It was convenient and helpful, and I'm glad the management partnered with Gladly. I use Gladly every day at work for customer support. When I learned to use the function to make the text more friendly, it always made me feel more confident to send emails to our customers and business partners. **What do you dislike about Gladly?** The interface can be confusing at the beginning, but after a few modifications, we were able to maximize all its features. It also had an update and removed the indentation and quotation feature when writing an email. **What problems is Gladly solving and how is that benefiting you?** Gladly is helping us solve issues with our customers by providing features such as well-organized canned responses, up-to-date replies, and detailed threads of conversations. Its AI also helps a lot when composing the emails. We can make it shorter, longer, more friendly, or more professional, depending on the need. ### 34. A very efficient customer service tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Samuel B. | Customer Engagement Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Gladly?** The interface is very user-friendly, and the integration of complementary tools makes its use more personalized for the company's activities. **What do you dislike about Gladly?** Lack of customization. As a person with autism with light sensitivity, it would be great if the platform had a dark mode. The wide white interface hurts the eyes. **What problems is Gladly solving and how is that benefiting you?** Lack of integration of AI tools to perform more detailed market analysis and consumer needs. That was the reason why the organization I work for recently stopped using Gladly. ### 35. It's one and only place to control the communication in easy way **Rating:** 5.0/5.0 stars **Reviewed by:** Sagar V. | Helps to clients who is using our product and services, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 16, 2023 **What do you like best about Gladly?** Earlier Gladly has some issue during two conversation at same time, while moving from one chat to another one it mixed the chats of both customers but later it was fixed by devlopement team and now it's running smoothly. **What do you dislike about Gladly?** For more convenient they can make another way to search any topic in short way or by using a shortcut key **What problems is Gladly solving and how is that benefiting you?** As an employee of a customer service call center, I have experimented with various features such as sorting, templates, shortcuts, and diverse data collection options. Despite the extensive auto-completion feature, what I appreciate most about the software is how effortless it is for me to navigate and utilize. ### 36. Game Changer in Customer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Deborah F. | Sr Customer Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2025 **What do you like best about Gladly?** Gladly was a game changer for our contact center, helping us to achieve true omni channel.With their reporting we have been able to better track the customer journey and pain points, developing better strategic management and fixing customer issues. With the added addition of AI, which we launched a few months ago, we have been able to decrease our contact volume and better the customer's experience. **What do you dislike about Gladly?** I have nothing to dislike about Gladly, they have been fabulous. **What problems is Gladly solving and how is that benefiting you?** We service all of US and Canada in outdoor education, therefore we are considered a technical company and not a traditional retailor or contact center. Gladly has helped us better define and see the customer journey for each each state/providence., where we can make improvemnets on the journey and ease customer frustration. They also allow for multi languages so that we can support french, spanish and english. Since switching to Gladly and improving our cusotmers pain poits we have decrease our contact volume and better pathed the custoer journey and experience. ### 37. CONVENIENCE OF GLADY **Rating:** 5.0/5.0 stars **Reviewed by:** Ruth P. | Advocates, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2025 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** I haven't experienced some downside of Gladly so far. **What problems is Gladly solving and how is that benefiting you?** We use Gladly in providing assistance to the students who subscribed to our program and it really helps us in making them satisfied in providing answers that they need. ### 38. The product was better than I expected. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2025 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** Our organization has a one-time exception policy in place, and if a certain customer has already obtained their one-time exception, Gladly can easily go back and review all of the discussion history using the subjects and conversation history. ### 39. Easy to use and great feautures **Rating:** 5.0/5.0 stars **Reviewed by:** Tiyanna R. | customer service representative, Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2025 **What do you like best about Gladly?** How easy it is to use and it offerss 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** Assist customers with problems they are facing and contact them directly ### 40. Simple to Use, But Just Okay **Rating:** 2.5/5.0 stars **Reviewed by:** Krysti P. **Reviewed Date:** November 01, 2025 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** Nothing **What problems is Gladly solving and how is that benefiting you?** I find Gladly easy to use as a customer service platform with no major problems. ### 41. Gladly is a game changer **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff E. | Global Customer Service Director, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2021 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** I appreciate that Gladly continues to hear customer feedback and is transparent with their development roadmap. **What problems is Gladly solving and how is that benefiting you?** Our CSR team now has instant visibiity into the entire customer relationship history simply by scrolling, with all interactions presented in a linear, conversation style history. The ability quickly disgest previous interactions on the fly has been a game changer. Our customer relationships have benefited significantly. ### 42. 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 ### 43. Gladly Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2025 **What do you like best about Gladly?** The overall usability and seamless conversations (across email, text, phone, SMS) all under a singular client profile. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** The seamless conversation across all platforms under each client. ### 44. I have a had a good experience with Gladly so far. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** Gladly allows me to solve multiple customer issues at once. This benefits me by allowing me to help as many customers as possible while I'm working. ### 45. want the team to know that the gladly is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Shannelle B. | customer service, Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2024 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** I do not have any dislike about it, it's great. **What problems is Gladly solving and how is that benefiting you?** The system should populate the customer's information when we click on their email in Gladly. This will allow us to see how much they have been shopping with us and to determine if they are Crate and Barrel credit cardholders. ### 46. Easy and Sweet experience **Rating:** 5.0/5.0 stars **Reviewed by:** luz f. | Customer Engagement Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2025 **What do you like best about Gladly?** 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. **What do you dislike about Gladly?** 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. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me solve Customer Service problems, helps me in answering questions that the customers have, also to register the products, and mainly, doing live troubleshooting. ### 47. because it help us to improve our daily work and the work flow is faster **Rating:** 5.0/5.0 stars **Reviewed by:** Diana F. | Customer Service Representative, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2022 **What do you like best about Gladly?** This is so easy to use, that even if you haven't used this program before, is a great way of starting in the customer service environment and this makes our job easier **What do you dislike about Gladly?** Sometimes the customer info is not in the system but we can located fast if you the amount of information we have available, as the phone number, email or even just the address also, lately, we cannot merge info that we could before **What problems is Gladly solving and how is that benefiting you?** To make the work faster and easier, the way the information of the customers is selected makes our daily work easier, we use to have a system that needed more apps, also in a daily basis the use of Gladly has improve our production, the workflow is easier as well as the training ### 48. 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. ### 49. 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. ### 50. I can't believe how much calmer I feel at work since we started using Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Lorenzo M. | Customer experience manager, Public Relations and Communications, Small-Business (50 or fewer emp.) **Reviewed Date:** April 22, 2025 **What do you like best about Gladly?** Gladly serves customers better because it integrates all communication methods into one centralised platform. Before the introduction of Gladly I needed to manage emails separately from chats and calls. The platform centralises all communication so agents can effortlessly maintain consistent support while tracking entire conversations. The automated workflows function as an essential feature since I can create rules that automatically assign tickets through keyword matching which saves time and minimises errors. Detailed customer profiles provide me with essential information needed to personalise my interactions without any effort. The platform enables me to view a customer's purchase records and particular preferences so I can enhance each conversation. **What do you dislike about Gladly?** New users need to overcome a moderate amount of difficulty when learning to use the system. Users required time to adapt to the entire collection of features together with customization possibilities. The extensive reporting capabilities present an initial learning challenge because they contain complex features. Users would benefit from on-the-spot instructional guides or pop-up explanations when learning about each system feature. **What problems is Gladly solving and how is that benefiting you?** The platform Gladly enables control over various customer service communication channels that otherwise create disorganised management situations. I used to drown in a vast number of emails and chat messages that frequently resulted in details being overlooked. The system has centralised all data so I can monitor the complete customer journey from start to finish. The consolidation of customer communication channels leads to better response performance and higher customer contentment. A customer who initiates support through chat followed by an email can be viewed in one consolidated location by Gladly. The integrated system allows me to follow all customer communications without delay which delivers a more effective and faster support service. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-18+02%3A08%3A18+-0500&secure%5Bsession_id%5D=35e505db-202a-4192-ba3e-88016eb7ab38&secure%5Btoken%5D=b62381850506aa45e515c693b4c8efeb69859b0d0c942f83e1a961999514df0f&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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Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **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 **Process** - Mentions - Tickets - Macros **Functions** - Session Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **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 **Artificial Intelligence** - Learning - Conversational 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 **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 **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## 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 (6,971 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,721 reviews)