Gladly Reviews & Product Details

I love that Gladly has a very intuitive UI, which makes it easy and fast to train new users. I appreciate its reliability with respect to up-time, which ensures seamless communication management without interruptions. The team at Gladly is dedicated to ensuring we use the platform effectively, while also being open to improvements, which fosters a strong partnership. I find Gladly to be a coherent, centralized solution that organizes customer communication across various platforms and media, which enhances customer interaction by focusing on the customer rather than a ticketing system. This allows for faster resolution and provides better context in customer interactions. The integration of AI tools with Sidekick is another favorite feature, as it accelerates service and reduces reliance on agents for handling lighter tasks. Additionally, integrating Gladly with our e-commerce platform and other systems has streamlined our operations significantly. Review collected by and hosted on G2.com.

There are some features that we would like to have that are not currently in scope. Creating outbound dialers from lists for outbound sales is not particularly easy, or not as easy as our previous platform. Occasionally the AI assistant says or does things that are head scratching, but that will work itself out over time. Review collected by and hosted on G2.com.

Gladly is an outstanding engagement and communications platform. I have prior used platforms such as Salesforce and ZenDesk, which often fell short when trying to engage with customers across multiple channels - especially when it came to historical reviews. Topic timelines and intuitive search features also give users a powerful tool to find trends and targeted customer issues.

I also cannot understate the quality and spread of reporting available on the platform. OOTB there are several pre-made reports to give you a 360° view of your support team and customer metrics. Those of you familiar with OMNI or Google Looker will also feel at home with an Analyst license, allowing you to create your own custom reports and dashboards based on your company needs. This feature alone drive our entire CX department and gives countless actionable insights every month.

Gladly is a platform I cannot over-sell. Their support gives comprehensive care, their API documentation is supremely comprehensive and helpful for building connections and custom integrations, and the platform as a whole is easy to use every day from front-line support agents to department analysts. Review collected by and hosted on G2.com.

Gladly is a platform that's hard to find a downside for! On occasion we've had slow responses from the Support team on either enhancement requests or low-priority technical issues, however they have never failed to deliver on mission-critical bugs or requests. Review collected by and hosted on G2.com.

I love how Gladly keeps contacts in history and routes customers to the same employee when possible, which enhances continuity and fosters better relationship management with customers. The direct access to customer history, including having orders and previous conversations shown, is invaluable. This feature simplifies my workflow by ensuring I have all relevant information at my fingertips whenever I interact with a customer. I find the preservation and organization of customer records to be the best part of working with Gladly. Review collected by and hosted on G2.com.

I find it challenging to access all of the features in Gladly, which makes the tool less efficient for me. The AI features are often inaccurate, specifically in customer recaps, which are frequently off base. I would like to see improvements in AI accuracy. The current setup doesn't feel optimized for my specific needs. Additionally, I think Gladly could benefit from integrating payment options and having a better understanding of our troubleshooting process. Review collected by and hosted on G2.com.

As a cybersecurity consultant with numerous clients, I appreciate how Gladly consolidates all my client communications in one place. I can view both emails and chats in a single, unified timeline, making it simple to track the complete history of each client. Whenever a client encounters an issue, I can quickly review all previous tickets and the actions we took, which enables me to provide support efficiently. I also value the platform's focus on people rather than just tickets. Review collected by and hosted on G2.com.

For my small consulting business, I find this software to be somewhat expensive. It also includes a lot of features that I don't use, such as those designed for e-commerce and shopping. My needs are much simpler, as I only require basic client support. I also found the setup process a bit challenging and needed some assistance to understand all the options. Additionally, I have noticed that the mobile app can be a bit slow at times. Review collected by and hosted on G2.com.

I am really enjoying using Gladly. As a Revenue Marketing Manager, my role involves understanding the entire customer journey. With Gladly, all conversations—whether by email, chat, or social media—are brought together in one place. Its 'people-centric' approach, rather than being 'ticket-centric', is what I appreciate most. This feature stands out to me.

Our support team can easily see which marketing emails a customer has received, allowing them to provide more informed responses. They no longer need to ask customers, "What email did you get?" This benefits me as well, since satisfied customers lead to increased revenue for the company. Having all customer history displayed in a single timeline is extremely helpful. Review collected by and hosted on G2.com.

At times, I feel that the reporting features are not really tailored for the marketing team. They work well for support managers who need to monitor agent performance, but I would appreciate having more reports that show how my campaigns are linked to support issues. Additionally, setting up the integration with our marketing automation tool (we use Hubspot) took a bit longer than expected. It wasn't very straightforward to get everything connected seamlessly. Review collected by and hosted on G2.com.

Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true! Review collected by and hosted on G2.com.

There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis.

We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. Review collected by and hosted on G2.com.

I've worked with Gladly for over 5 years now and it's been a fantastic experience from the get go. They are responsive to criticism, they take feedback and suggestions on the product very seriously and over the years I've seen them implement things solely based on customer feedback. Support tickets are generally answered in a very timely manner and you can tell that they truly developed this product based on the importance and value of the customer support experience. Review collected by and hosted on G2.com.

Honestly in all my time working with gladly I haven't had many bad experiences or things that I truly have disliked. One feature I would really really love though is the option to bulk close multiple convos. We need it with how much spam we get!! Review collected by and hosted on G2.com.

During my time Managing the customer support team I have participated in the implementation of 3 different support tools.

We went to Gladly with the requirements of cutting costs, increasing efficiency, and leveraging AI in our conversations and reporting.

Gladly hit the mark on all of the above and they partner directly with WFM and Quality coaching tools that allow us to work directly through them versus having to source them on our own.

Since implementing Gladly we have increased our overall customer satisfaction, are meeting all of our SLAs across all channels and are leveraging their shopify integration. Review collected by and hosted on G2.com.

The only thing I could mention here is that their IVR for Voice is not as customizable as other companies allow which limits our ability to do things like Call Backs. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.