Gladly Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

“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. Review collected by and hosted on G2.com.

Everything is streamlined well and all in one place. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.