--- title: Gladly Reviews meta\_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 1114 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: 1114 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Gladly Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. [(191 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1042428&qs=pros-and-cons#reviews) Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. [(135 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041354&qs=pros-and-cons#reviews) Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. [(128 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1038445&qs=pros-and-cons#reviews) Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. [(105 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040870&qs=pros-and-cons#reviews) Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. [(78 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040472&qs=pros-and-cons#reviews) Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. [(40 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039243&qs=pros-and-cons#reviews) Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. [(31 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041619&qs=pros-and-cons#reviews) Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. [(31 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040579&qs=pros-and-cons#reviews) Users experience a **slight learning curve** initially, but onboarding support helps ease the process. [(30 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039877&qs=pros-and-cons#reviews) Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. [(30 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041389&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Gladly ##### 1. Ease of Use Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. [ See 191 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1042428&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes SK Stephanie K. Small-Business (50 or fewer emp.) 5.0/5 "Intuitive, Conversation-Based Support That Keeps Full Context Across Channels" What do you like about Gladly? One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interacti ##### 2. Helpful Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. [ See 135 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041354&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes ##### 3. Features Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. [ See 128 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1038445&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes ##### 4. Efficiency Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. [ See 105 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040870&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place SK Stephanie K. Small-Business (50 or fewer emp.) 5.0/5 "Intuitive, Conversation-Based Support That Keeps Full Context Across Channels" What do you like about Gladly? One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interacti ##### 5. Customer Support Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. [ See 78 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040472&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes JL Justice L. 5.0/5 "Seamless Internal Communication and Issue Management" What do you like about Gladly? I like that Gladly allows each store or user to have one continuous conversation. It saves myself and other agents time by making it easier to find pr ### 5 Cons or Disadvantages of Gladly ##### 1. Missing Features Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. [ See 40 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039243&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very HY Helfried Y. Small-Business (50 or fewer emp.) 4.5/5 "All-in-One Customer Context Makes Work Effortless" What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agen ##### 2. Complexity Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. [ See 31 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041619&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very KP Kinga P. Small-Business (50 or fewer emp.) 4.5/5 "Managing customer conversations efficiently is now much smoother for us" What do you dislike about Gladly? The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am al ##### 3. Limited Features Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. [ See 31 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040579&qs=pros-and-cons#reviews) See Related User Reviews HY Helfried Y. Small-Business (50 or fewer emp.) 4.5/5 "All-in-One Customer Context Makes Work Effortless" What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agen CM Chris M. Small-Business (50 or fewer emp.) 4.5/5 "Smooth customer conversations every day" What do you dislike about Gladly? The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction ##### 4. Learning Curve Users experience a **slight learning curve** initially, but onboarding support helps ease the process. [ See 30 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039877&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very ![Corey S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Corey S.") CS Corey S. Mid-Market (51-1000 emp.) 4.5/5 "All-in-One Solution That Streamlines Our Workflow" 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 cu ##### 5. Limited Customization Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. [ See 30 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041389&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very JL Justice L. 5.0/5 "Seamless Internal Communication and Issue Management" What do you dislike about Gladly? I find it frustrating that I can't have more than one tab of Gladly opened at the same time. BA Bhavya A. Operations Manager Mid-Market (51-1000 emp.) 4/20/2026 "Best for customer history, do away with irritating ticket numbers!" 5/5 What do you like best about Gladly? The most impressive feature is the one lifetime conversation one. Granted, I have never been witness to such a clean type of dealing with customers in my 10 years of operations. My team doesn't have to look for ticket #12345 or #67890. All that is not far away under the name of the person. When a customer calls after two days, and he has already chatted with the agent today, then the agent knows what was said in the chat. This wastes a lot of time and my agents are quite pleased since they do not receive shouts about not knowing the history. The UI is also a very modern and colorful one, unlike these old assorted enterprise softwares. Review collected by and hosted on G2.com. What do you dislike about Gladly? To be frank, it is rather expensive on a pocket of a developing team. The reporting dashboard is also somewhat unfriendly when you desire very in-depth data. It can also take a lot of clicking to receive a simple daily report. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? The biggest issue we had was a case of duplicate work of two agents on different channels responding to the same customer. Happy made this out all right. No longer is there perplexity. This is due to the fact that my team has been able to respond much faster since all the context is on a single screen. This has eased my life as an Operations Manager since I do not have to continue checking the various tools to have chat and email. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Harold D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Harold D.") HD Harold D. Client support coordinator Renewables & Environment Small-Business (50 or fewer emp.) 4/19/2026 "Continuous conversation flow helps customer service teams" 4/5 What do you like best about Gladly? I like the way Gladly allows conversations to flow in a clear way. It assists me in learning about customer history without having to switch between different messages. The feature set allows managing various communication channels centrally. Due to this, my work is easier as I can easily resume a conversation. It minimizes the amount of work required to collect context and allows me to concentrate more on assisting customers in the appropriate way. Review collected by and hosted on G2.com. What do you dislike about Gladly? The one thing I dislike is that it may be overwhelming to deal with multiple conversations at a time. Having a high amount of features, it may be not easy to find something quickly. This has impacted my work since I occasionally end up taking more time to arrange my queue rather than responding. This delays me during rush times and makes it difficult to stay abreast of the incoming traffic. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly solves the issue of disconnected customer conversations. I needed to combine the information in various messages before I could use it and this confused me a lot. Everything has been brought together and it is easier to comprehend each case. This will help me in minimizing errors and be more responsive. My group is also more effective since we have a common history of the conversation. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Vishnu P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vishnu P.") VP Vishnu P. AIOps Manager Enterprise (\> 1000 emp.) 4/9/2026 "Excellent tool to chat with your customers without losing the history!" 4.5/5 What do you like best about Gladly? Gladly’s most powerful benefit is that it’s people-centric rather than ticket-centric. The other tools create a new ticket every time. Whenever a customer emails, it creates a ticket number. It is very confusing. But in Gladly, one customer gets one screen. So if they chat today, and call tomorrow, I can view it all in one place. No need to ask Sir, what was your old ticket number? It keeps the customer happy and my end quick. Review collected by and hosted on G2.com. What do you dislike about Gladly? The search bar can sometimes be slow. When I search for previous conversations by name, it takes a while to load. One other note the reporting dashboard is a bit of an initial mind fuck. You ll require a tiny bit of training around how very much chats your group finished in one day. It’s not just a matter of pressing a button. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Our team was messy before Gladly. An agent was responding to an email, while another one was communicating with the same person on phone. We were repeating work. Now, thanks to the single timeline, we can precisely identify who is speaking to whom. We do not forage for information, so it saves us a minimum of 2 hours daily. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite AP Aarav P. Senior IT Manager Mid-Market (51-1000 emp.) 4/7/2026 "Last moved off tickets to people- Good software but very costly." 5/5 What do you like best about Gladly? I have been serving as Senior IT Manager during the last 10 years and do use numerous tools such as Zendesk and Salesforce. But Gladly works differently since they are not depending on the amount of tickets. In fact, this is the best thing my team would like. The problem present in my company was that we needed a tool wherein my support agents can view the entire history of the customers on a single page. Whether the customer mailed one on yesterday, or they chat or phone today, everything is on one track. In my case as an IT head the integration part was quite simple. We have it concatenated with our shopify, as well as with our warehouse management system. It got online not very quickly, perhaps a matter of few weeks. It has a very clean interface as opposed to the old softwares which appear so complex. My agents trained only 2 days and were using it. This spared me a lot of time and effort. Review collected by and hosted on G2.com. What do you dislike about Gladly? The key issue that I think is the price. To be quite frank, gladly is very expensive. The per-user cost may be very expensive to a mid-sized company and they lack a flexible plan that are available should you be having a small group of people. On technical side, I am also not satisfied with the reporting section being somewhat limited. The filters are not very user friendly when I need to extract very deep data to present to my monthly management meetings. At times, I need to copy all the data to Excel and undertake the task by hand. In addition, the agent app is also alright, but in some cases it becomes slow due to a high amount of chats. They are also expected to offer additional API extensions as customizations at no excessive costs. Their assistance is sometimes slow in providing technical responses, amiable yet slow with complicated problems. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? My greatest headache prior to Gladly used to be information silos. One of the agents was chatting and another individual was responding to same customer using email. It had become quite a mud and clients were losing their temper since they would have to re-tell their predicament several times. At this point, Gladly cleared this out. There will be no more redundancy. It is also helpful to my department since I do not need to use 5 various tools to chat, talk, and mail. All this is produced under one roof. Our first response time has also improved significantly since the agents do not need to do research on the customers in different tabs. In addition, the conversation now feels very personal and not like a computerized ticket system hence our CSAT rating (Customer Satisfaction) is far much better. In my case, it is calmness of the mind since it is a highly stable system and we have very minimal downtime. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: Seller invite HB Henri B. Client experience specialist Automotive Small-Business (50 or fewer emp.) 3/26/2026 "Customer requests and history in our company are much easier and better track" 4.5/5 What do you like best about Gladly? In my case, the most interesting aspect of the software is that it eliminates the possibility of information falling through the cracks. I have access to the discussion with each of the customers and what needs to be addressed. The quantity of features justifies the ability to make various kinds of inquiries and keep their status effectively. It will allow me to minimize errors, ensure a happy customer base, and make my task during the day more structured. Review collected by and hosted on G2.com. What do you dislike about Gladly? One of the negative aspects that I have observed is that Gladly may seem bulky when attempting to perform some of the tasks. There are those that involve more than one step and this makes work slow during peak hours. They may complicate the directness of simple processes, but otherwise, they have a lot of useful features. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly copes with the task of monitoring all the customer requests in a systematic manner. I am able to follow what has been discussed and what is yet to be discussed and this minimizes the possibility of making mistakes. Its functions help in structuring questions and orderliness when there are rush hours. This has enhanced my customer working experience, made my daily works less stressful and nothing falls between the cracks. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Nitu J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nitu J.") NJ Nitu J. Cloud Engineer Mid-Market (51-1000 emp.) 3/24/2026 "Finally the ticket numbers: no more! Best for real customer talk." 4.5/5 What do you like best about Gladly? As a Cloud Engineer I have to see how our systems are talking to the CX platform. The "Customer Timeline" is very impressive. If a customer sends an email, then calls, then WhatsApp message it is all one single scrollable timeline. No need to merge tickets and look for old history. It saves so much time for our agents and on the backend side, the integration with the API is very clean. The "Customer AI" is also very smart - the bot actually knows what the customer wants rather than just giving generic bot replies. Review collected by and hosted on G2.com. What do you dislike about Gladly? The reporting side, in fact, is a bit tricky. If you are the kind who wants to make some really custom reports, then it takes some time to learn. Sometimes the dashboard gets a little heavy if there are too many active conversations during the peak seasons of sale. Also have I wish that they had more "out of the box" integrations for some of the niche database tools which we use, though their API is good enough to build our own. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? We had a significant problem of customers having to tell their story over and over again if switching from chat to phone. This was taking our CSAT scores downwards. Gladly solved this completely because this is a context that follows the customer. For me as an engineer it makes my life easier as I don't need to take care of complicated ticket routing logic in the backend. It is handled by Gladly's "People Match". It schedules the customer to speak to the same agent as before. This is the building of a real relationship, and not just a transaction. Our costs for handling "repeat contacts" have reduced by almost 25% since we moved to this "ticket-free" foundation. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite SE Samuel E. Customer experience specialist Printing Small-Business (50 or fewer emp.) 3/22/2026 "Gladly improves how support teams work together" 4.5/5 What do you like best about Gladly? My favorite feature of Gladly is that it keeps customer conversations together as opposed to being divided into tickets. I have been using it everyday and the frequency doing the same is a true indicator of how natural it is to my work process. It integrates with services such as Shopify and Slack, thus, I do not need to change tabs to see the order information and team reports. The feature count is also good as long as handling emails and chats. Review collected by and hosted on G2.com. What do you dislike about Gladly? One of the things I do not like about about it is that certain characteristics feel restricted when dealing with more complicated processes. This implementation was also delayed due to the fact that we needed to adapt our processes to suit the system. Another issue is that not all the tools can be easily integrated with and this led to delays in customer data synchronization. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? The most significant problem which Gladly is solving is unorganized customer communication. I would skip platforms, and this slackened me down. I use it now regularly and the number of times serves as a measure of the importance of the use in my job. With the integration with Shopify, I would be able to view customer orders immediately. This aids me to react more effectively and keeps my work in order. It causes a visible change in my daily support activities. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Tohik K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tohik K.") TK Tohik K. Business Analyst Mid-Market (51-1000 emp.) 3/19/2026 "Gladys All-in-One Support Solution Makes Customers Happier." 4.5/5 What do you like best about Gladly? Gladly is great since it puts consumers first instead of tickets. I can see all of a customers past conversations in one perspective that helps me to grasp their situation better and provide them with the right answers. I don't have to search in different sections for old messages which saves me a lot of time. The UI is easy to use clean and basic. It does not matter if someone is new they will learn how to utilize it quite quickly. I also like the fact that it allows you to use email live chat audio and social media all in one spot. This helps me to be organized and help me get more done Teamwork is another great thing about it. Its easy for me to ask my teammates to help & switch chats without getting any information lost in the process. The way the notifications and workflow are setup is also good which gets me to keep track of all my customers needs. Review collected by and hosted on G2.com. What do you dislike about Gladly? Some things could be better When there is a lot of talks going on the system can slow down which can make it harder to get things done at busy periods. Also some of the more advanced capabilities are hard to understand at the very first and need training or experience and Another issue is that there are not many options for customizing things in some places. For instance it might be easier to put up reports of workflows. Small problems or delays in updated things can also make the things less seamless sometimes. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly loses a challenge of dealing with consumer questions from many different platforms in a disorganized manner. It was difficult to track the interactions on email, chat and social media, until this application was introduced. Everything is now in one location that makes it a lot easier to keep track of. It also solves the problem of losing track of the customers. I can instantly know what is wrong without even having to ask the client to repeat themselves because I can see all of our past chats. This makes customers more happy, and creates trust. Also it helps reduce the effort and time by making conversations more organized and help teams to work together better. I can do service faster serve more clients in less time and give better service. In general and also make the support process go more smoothly and increase the productivity. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite AD Antoine D. Client relationship officer Apparel & Fashion Small-Business (50 or fewer emp.) 3/10/2026 "Our customer support department got significantly improved since we use Gladly" 4.5/5 What do you like best about Gladly? The most enjoyable thing about Gladly is its ability to provide me with a complete account of the interactions of a customer. I apply it regularly in the retail support to handle the questions in a variety of channels such as email, chat, and social. The features also enable me to review previous discussions, assign tickets to other teammates, and make follow ups with ease. Review collected by and hosted on G2.com. What do you dislike about Gladly? One of the shortcomings that I have encountered with Gladly is the fact that it may be hard to deal with many messages at once. Our retail crew can chat, email and social inquire simultaneously and thread switching takes attention. As I use it on a daily basis, large volumes occasionally slow responses. The flexibility is offered by the number of features, but priorities are ineffective to manage without time. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? The primary advantage of Gladly is that it allows the staff to have a full overview of all communication with customers. Previously, having the emails, chats and social messages as different messages would result to duplication of work or time wastage. With the help of the platform, we often track the discussions, designate tasks, and read previous orders and messages. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite CB Chuck B. Customer success coordinator Oil & Energy Small-Business (50 or fewer emp.) 3/9/2026 "I think Gladly makes managing customer interactions easier and more personal" 4.5/5 What do you like best about Gladly? My favorite aspect of Gladly is that it allows me to monitor all the interactions with customers using its tools to provide the individual response each time. I can view past messages, notes and preferences all together. The daily usage will enable the team to reply to emails, calls and chats without losing context. This is made easier with threading, tagging and reminders that enable the follow ups to be managed and a hassle free and careful experience to be enjoyed by all customers. Review collected by and hosted on G2.com. What do you dislike about Gladly? The main drawback is that some automation features aren’t as flexible as they could be, which adds extra manual work at times. Initial setup of tags, queues, and reminders required careful testing. Daily use shows that minor assignment issues or missed alerts can slow response time. Making it easier to adjust priorities or conversation flow would reduce workload and streamline communication. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly resolves the issue of maintaining communication of customer transactions using several channels which previously created confusion and delays. In the past, customers used to repeat themselves or receive different answers. Conversation histories, tagging and reminders enable one to follow up easily and retain context. This has the advantage of benefitting our team by enhancing the quality of responses, minimizing errors, and eliminating stressful work, and the customers receive quicker and more considerate service that fosters trust. Review collected by and hosted on G2.com. 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