--- 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: '2026-07-19' 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. Easy to Learn! **Rating:** 5.0/5.0 stars **Reviewed by:** Anna Claudette C. | Student Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2025 **What do you like best about Gladly?** I've found Gladly to be a very positive experience, especially when dealing with contacts that have a single focus. The interface is straightforward and easy to pick up. Additionally, searching for contacts is incredibly simple, thanks to the exceptionally user-friendly filters. **What do you dislike about Gladly?** The current single use of KB articles could be improved by allowing application on a per-contact basis. This would prevent the need to search through multiple articles for different contacts. **What problems is Gladly solving and how is that benefiting you?** Gladly is helping me be more organized, efficient, and effective in my role by centralizing customer interactions and providing user-friendly tools. ### 2. Gladly Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2025 **What do you like best about Gladly?** Very convenient to use, can use 3 channels at a time. I have the option to turn off my live channel in case I have to work on other important tickets. Keeps conversation from the past 4-5 years. **What do you dislike about Gladly?** If the customer reaches out through email and follows up via chat, the chat will remain in your inbox, and there’s no way to decline it, even if you’re on break or lunch. No option to unmerge if you accidentally merged the wrong customer on a ticket or conversation. **What problems is Gladly solving and how is that benefiting you?** Able to read conversations whether it's email, phonecall, chat, or VM's, in one thread. With that, you'll be able to see what's going on with the ticket and what assistance is needed. ### 3. Gladly is very good! I find it very easy to use and navigate throughout my work day. **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel L. | Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2022 **What do you like best about Gladly?** I love the added feature to send invoices right from a customer's order, that saves a lot of time. **What do you dislike about Gladly?** Please allow a dark theme from the settings **Recommendations to others considering Gladly:** It's great for connecting you to your other work platforms and the ease of use is nice! **What problems is Gladly solving and how is that benefiting you?** The only thing I would change is in the Answers section, I would like some auto answers to come up before I begin searching based on what the customer may be emailing in about. It would be super convenient as there are times, I have some emails that use the same answer back to back and it would be faster to have auto answers to choose from if it was applicable. ### 4. Gladly is where the puck is going. **Rating:** 4.5/5.0 stars **Reviewed by:** Jason F. | VP, Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2021 **What do you like best about Gladly?** Gladly's core functionality allows all of CX to understand each team's insights. Gladly allows multiple businesses to live in a single multi-channel experience with reporting that allows for great apples-to-apples analysis. They have their finer firmly on the pulse of AI and next gen opportunities. **What do you dislike about Gladly?** Since my last review the reporting has greatly improved. Currently with all their new features pricing at renewal time can be a bit difficult to navigate. **What problems is Gladly solving and how is that benefiting you?** Crossing multiple businesses with multiple departments allows the company to be agile and accurate. Glady's new AI products have been embraced and allowed our org to perform at a much less expensive level of overhead. ### 5. Angent **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos A. | Concierg Team, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Gladly?** Its helful that we can use email, text and phone under same contact **What do you dislike about Gladly?** It will be helpful that we could text a number even if link to another profile **What problems is Gladly solving and how is that benefiting you?** Its helping me to easaly attent customer ### 6. Good looking and functional **Rating:** 4.5/5.0 stars **Reviewed by:** Guillermo S. | Jr Brand Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2025 **What do you like best about Gladly?** I use Gladly on a daily basis. It's super intuitive to see all previous customer interactions which allows my team to provide the best possible solution. Integration seems to be a breeze since it easily pulls all relevant information from other systems we use. **What do you dislike about Gladly?** Some features feel a little bit half baked like the live monitoring features. Regarding reporting relevant information is preferred over amount. **What problems is Gladly solving and how is that benefiting you?** Gladly has helped us provide more accurate and up to date information to our customers benefiting our service times. ### 7. It is Impressive but if but it disconnects every now **Rating:** 4.0/5.0 stars **Reviewed by:** Jose C. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Gladly?** The answer is the same, but we need there is one thing when doing a report on each person for time in and out or lunch, personal time or etc are difficult to use and extract the data. **What do you dislike about Gladly?** the managers only see numbers and data, still dificult to get it... **What problems is Gladly solving and how is that benefiting you?** Problems with the reports, they are not customizable, there are also many connection problems. Additionally, the Costa Rica Contact Center does not work ### 8. Keeps Me Organized and On Track Every Call **Rating:** 5.0/5.0 stars **Reviewed by:** Orlecia E. | Customer Care Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2025 **What do you like best about Gladly?** Gladly keeps me organized from one call to another **What do you dislike about Gladly?** When the screen freezes and I'm on a call, Im not able to refresh the screen without losing my customer **What problems is Gladly solving and how is that benefiting you?** It helps me keep up with orders as they are created ### 9. An Amazing System For All Business Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Courtneay L. | Customer Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2021 **What do you like best about Gladly?** PROS-You can see EVERY contact (email, phone calls, voicemails, notes) chronologically in one place without navigating so many screens. You can link previous solutions from multiple emails for the same customer. Smoothest Shopify Integration! **What do you dislike about Gladly?** There isn't anything I dislike but would love the options to change theme colors personally not for teams. **What problems is Gladly solving and how is that benefiting you?** I solve daily customer e-commerce issues (shipping, exchanges/returns, reporting trending information). Gladly makes this easy by providing detailed interactions from all platforms that the customer reached out from and includes the Shopify order information for each customer often reducing the need to navigate multiple pages and speeding up the interaction time. ### 10. Gladly is Magical **Rating:** 4.5/5.0 stars **Reviewed by:** Joe B. | Tools Admin Senior Strategist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2025 **What do you like best about Gladly?** Gladly isn’t just an omnichannel platform—it’s the gateway to all of our customer interactions. It seamlessly weaves together voice calls, emails, chats, SMS, and WhatsApp messages into a unified, continuous conversation with each customer. As magical as that may sound, the real secret sauce behind Gladly’s success is its exceptional support and product teams. They genuinely listen to their customers and work tirelessly to continually innovate and improve the platform. **What do you dislike about Gladly?** Reporting in Gladly can sometimes be challenging. We often need to rely on third-party tools and integrations to uncover customer behaviors and gain meaningful insights. While the Gladly team continues to innovate and enhance the product, reporting capabilities are frequently overlooked. **What problems is Gladly solving and how is that benefiting you?** Gladly enables our contact center agents to interact with customers through a single platform, consolidating all communication channels in one place. This reduces the number of tools agents need to learn, streamlining the onboarding process—particularly valuable during seasonal hiring. Additionally, Gladly’s rapidly evolving AI capabilities are empowering us to deliver faster, more effective support in ways that were previously not possible. With the product releases announced for this year, our team is especially excited about the opportunities to enhance customer service through voice, chat, and SMS automations. ### 11. Fantastic customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Scott N. | Customer Care Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Gladly?** Ease of use Ability to design internal help tools such as Answers & Sidekick responses Integration with other apps One customer record vs numerous customer tickets **What do you dislike about Gladly?** The lack of reporting, as most I have only found 1 or 2 that I use, most do not help me help the teams **What problems is Gladly solving and how is that benefiting you?** One customer record makes interacting with a customer during their lifecycle very easy ### 12. Exceptionally User-Friendly and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2025 **What do you like best about Gladly?** its really easy to use, very user friendly **What do you dislike about Gladly?** nothing much really, everything seems to be okay **What problems is Gladly solving and how is that benefiting you?** the managing of the information of the accounts and the way it stores all the interactions ### 13. So Glad for Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Roger A. | Provider Success Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2025 **What do you like best about Gladly?** I appreciate that there are several options for reaching a member, whether it's by email, chat, or phone call. **What do you dislike about Gladly?** The way inbound messages are routed can be confusing. Even when I am active on an account, sometimes the messages still get directed to another team. **What problems is Gladly solving and how is that benefiting you?** The addition of AI is definitely a significant advantage. ### 14. Great System **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria K. | Customer Experience Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about Gladly?** I like that I am able to tag my team mates in an active conversation so they can see what is going on. **What do you dislike about Gladly?** Still having connection issues from time to time. **What problems is Gladly solving and how is that benefiting you?** Gladly allows for us to find answers to situations our customers may have within the platform, therefore saving us time having to look within other systems. ### 15. Gladly has made the agent and customer interactions to a higher level. **Rating:** 5.0/5.0 stars **Reviewed by:** Nathaniel Y. | Sr. Manager of Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2025 **What do you like best about Gladly?** Gladly makes understanding customer interactions easier with the conversation view. It is also easy for agents to engage in and utilize so the main focus of the interaction is the conversation and not how to use the system. **What do you dislike about Gladly?** While out-of-the-box reporting is easy to utilize, understanding the reporting and metrics has a steeper learning curve. It is also not that easy to make custom reporting. **What problems is Gladly solving and how is that benefiting you?** Gladly is helping maximize the agent's time to focus on helping the customer. It helps our agents have a 360 view of the customer interactions to be able to help the customer better. ### 16. A game changer for customer support teams **Rating:** 4.0/5.0 stars **Reviewed by:** Craig A. | Client Relations Specialist, Renewables & Environment, Small-Business (50 or fewer emp.) **Reviewed Date:** March 06, 2025 **What do you like best about Gladly?** What I like is that Gladly allows us to reach out to customers in a more personal manner. We’re always accessible to the past interactions and were able to craft the response according to the history in the customer with us. It makes every single conversation unique themselves, not like robotic, transactional. So providing a service isn’t all about it, its about creating memorable interactions that would contribute to the customer’s and customer’s loyalty. **What do you dislike about Gladly?** However, I have found that once Gladly serves as your voice of customer service, you can get very little response if you have technical issues dealing with them. They are knowledgeable, but have waited for assistance when necessary to us to solve issues quickly. Meanwhile, some features seem pretty stiff and don’t allow us to adjust the way we want to proceed with customer interactions, which can be restricting for what we need to track and the customer interactions. **What problems is Gladly solving and how is that benefiting you?** How we handle customer interactions has dramatically been better through Gladly. Thus, centralizing the entire communication into one place releases us from managing several of them. This has reduced our workflow and helped us to quickly and efficiently meet the customers needs. The details of the conversation history also let us continue from where we left off with each customer, making our team more responsive and customer oriented. ### 17. I love Gladly very helpfull ally. **Rating:** 4.0/5.0 stars **Reviewed by:** Sherlley M. | Customer care representative., Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Gladly?** That we have all sources their notes, tasks, and different kinds of interactions, love the fact of making multiple actions in just one place, the control of the waiting list, and all the reports tto see how productive the agent has been. **What do you dislike about Gladly?** when I can not match a customer properly, because multiple profiles are created for the same person, and also some times pass the interactions to multiple agents in a minute, is not often but it can happen. **What problems is Gladly solving and how is that benefiting you?** to supervise the work day of the customer service representative. ### 18. Love the Gladly support team and the product **Rating:** 5.0/5.0 stars **Reviewed by:** Kara Z. | Customer Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Gladly?** The functionality is great for our small team, the AI functions are always evolving in productive ways. The Liveboards, Routing, People Match, and Rules functions save to much time and are easy to implement **What do you dislike about Gladly?** There is some differences in reporting when transitioning to this tool from other ticket based tools. I love the way Conversations are prioritized vs each ticket like other tools, but comparing between the too for historical comparisons can be tricky **What problems is Gladly solving and how is that benefiting you?** Gladly unifies communication channels, provides personalized support through AI-driven insights, and streamlines support workflows. This enables faster, more efficient customer interactions with reduced operational costs. The platform consolidates customer conversations, automates routine tasks, and ensures our team has comprehensive interaction histories. ### 19. It is a user friendly solution with most of the things I need to know. Maybe better BI reports **Rating:** 5.0/5.0 stars **Reviewed by:** Cesar I. | Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Gladly?** Simple for users with a nice user interface **What do you dislike about Gladly?** Lack of special BI reports, specially the ability to create special reports taking the information from different tables. **What problems is Gladly solving and how is that benefiting you?** A great way to route conversations! Convenient and efficient. ### 20. Gladly is easy to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Jorge E. | Phone Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2023 **What do you like best about Gladly?** The most helpful about gladly is the fact that you can go back to previous interactions you've had and also set a task to follow up with customers in case you need too and they stay on the left side with easy access too. Now with the new updates, you get a timer for when you will be receiving a new phone call, helps you be prepared in time. It is also really easy to use now and you are also able to check out how your coworkers are doing. **What do you dislike about Gladly?** The only thing I don't like about Gladly are the notifications sounds we get. if you could update it to a bit more friendly sounds it would be great! **What problems is Gladly solving and how is that benefiting you?** Gladly solves the problem of getting in touch with people way easier and has multiple option to share files and pictures too which is really handy and not every system has that for multiple platforms ### 21. It's a good platform, needs some improvements, though. **Rating:** 4.0/5.0 stars **Reviewed by:** Michele E. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Gladly?** You can manage chat, phone and email without switching screens. You can leave detailed notes regarding the conversations, and the best part is the tasks that can be assigned depending on their importance. As an admin, the amount of data that you can get it is astounding! It is difficult to understand it, but once you've learned on how to pull the information, the details to each interaction is insurmountable **What do you dislike about Gladly?** The fact that you can get both a chat and a call if the cx contacts you through those two it's not good. The timelines are too long and the font can be too small. **What problems is Gladly solving and how is that benefiting you?** We're able to use one platform to help our customers through 3 different channels. That saves us time. Makes everything easier. we've been able to implement AI support that helps us manage the emails ### 22. We finally have a handle on all our customer interactions, no more missed messages. **Rating:** 4.5/5.0 stars **Reviewed by:** Kaiser L. | Customer service representative, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** March 16, 2025 **What do you like best about Gladly?** Gladly stands out to me because it unifies all customer interactions across multiple communication channels. Prior to Gladly I dealt with emails and phone calls and social media messages as separate entities. Everything is consolidated into one system which enables easier management. **What do you dislike about Gladly?** New users must overcome steep learning challenges mainly because they lack technical expertise. The platform needs better usability when it comes to report and analytics customization because users must navigate deeply to access the required metrics. **What problems is Gladly solving and how is that benefiting you?** Gladly brings together customer interactions under one platform to reduce delays and improve response times in customer communication. The AI insights from Gladly enable me to forecast customer requirements so I can solve problems before they arise. Our process transformation through this shift now enables more efficient operations to deliver better customer satisfaction levels. ### 23. We can finally focus on our customers, not the process **Rating:** 4.5/5.0 stars **Reviewed by:** Marzio C. | Omnichannel support coordinator, Leisure, Travel & Tourism, Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Gladly?** The customer service platform offered by Gladly delivers exceptional capabilities to handle customer interactions. Through the Gladly contact profile feature our support operations become more efficient because we can see all customer communication records in one place. Gladly connects email and phone and social media support channels through its omnichannel system to maintain continuous communication between our team members. The system achieves its objectives through maintaining contented customer relationships. **What do you dislike about Gladly?** Gladly operates effectively as a customer service management platform although it requires improvement in particular areas. The platform's application occasionally shows technical problems that lead to brief system delays. The platform could become more operational efficient by introducing additional third-party interface options for workflow optimization. The workflow suffers from performance problems because users need to frequently switch between multiple programs to finish their tasks. **What problems is Gladly solving and how is that benefiting you?** Our customer support operations benefit from Gladly because the platform creates a single accessible profile system that combines all customer communication records. Our organization experienced challenges managing different channels and maintaining different customer history records until we adopted Gladly. Using Gladly we provide quick personalized service which results in superior customer satisfaction. The reduction of interaction management efforts allows our company to focus on crucial business responsibilities. ### 24. The best CSR tool I have worked with so far still to this day. **Rating:** 5.0/5.0 stars **Reviewed by:** Luis E. | Customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Gladly?** I love that it does not need to install any other tools, all the calls and chats and emails can be easily handled within the same platform and with the same credentials. I have also enjoyed the recent addition of AI assistance within the tool to rephrase text we send to customers, this and the call summaries are really handy in many situations we encounter. **What do you dislike about Gladly?** I think it would be helpful to have a feature that helps us comply with our QA requirements, as well as a personal notebook where we can save our own templates or helpful texts. **What problems is Gladly solving and how is that benefiting you?** It is helping to have all of the channels for interactions with the same platforms benefitting the performance of low end computers by avoiding having to install other tools. It also solves the need to clock in or clock out your shift changes in a different tool, since every change of available status can be tracked within gladly. ### 25. Easy To Navigate **Rating:** 4.5/5.0 stars **Reviewed by:** Parris B. | Customer Experience Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2025 **What do you like best about Gladly?** gladly is very easy to navigate and nicely organized, I'm able to do things quickly to assist customers **What do you dislike about Gladly?** I wish there was a sound notification for emails, also if you could change the green to a different color **What problems is Gladly solving and how is that benefiting you?** I can quickly communicate with customers and able to do so all in one place ### 26. gladly inevitably makes me more efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Christine R. | customer service agent, Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2023 **What do you like best about Gladly?** Friendly is efficient in my work! Gladly also is easy to use and beginner friendly **What do you dislike about Gladly?** I think gladly need to improve a pasting features since when pasting plain text unfortunately it is being modified in gladly like spacing. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me communicate way better to my customers since our team can save default responses and just use them when needed. time is important to us so the efficiency of gladly is much appreicated. ### 27. Gladly: Your User-Friendly Companion At Work **Rating:** 5.0/5.0 stars **Reviewed by:** Elaine A. | Customer Service Representative, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2024 **What do you like best about Gladly?** I love the new sidekick feature of Gladly. An AI that summarizes the details of the customer for me. This way, it would be easy for me to understand the concern especially if the matter the customer raised is not that clear to me. Instead of copying it to an AI tool to ask if what the customer meant, I get my answer right away. **What do you dislike about Gladly?** Gladly is already perfect for me. Out of the CRMs I used in the past, Gladly is one of the best CRMs that really made my work easy and efficient. **What problems is Gladly solving and how is that benefiting you?** Thanks to Gladly, ticket resolution has never been smoother! With its intuitive navigation to the knowledge base, finding solutions is a breeze. ### 28. it is amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Akayvea L. | Customer care, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2025 **What do you like best about Gladly?** It is very helpful in many ways. Awesome! **What do you dislike about Gladly?** i don't dislike anything about gladly one of the best app i have com across **What problems is Gladly solving and how is that benefiting you?** Grammarly and how to contact the customer ### 29. Good customer and agent experience with room to grow **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2025 **What do you like best about Gladly?** Customer focused philosophy in designing working space for agents. Support team is quick and responsive. If used within the Gladly parameters it can be very powerful and empowering for both agents and customers. **What do you dislike about Gladly?** Reporting and searches is good but has room for improvement. Support for 3rd party applications can be hit or miss. Plugging in non-Gladly channels (i.e. chat) is a much reduced experience vs operating only within the Gladly ecosystem. **What problems is Gladly solving and how is that benefiting you?** Gladly's philosophy is around a customer centric platform that centralizes multiple contact channels for customers. It tries to give the agents all the tools necessary to best serve the customers in their needs. So far our agents have experienced a positive experience since moving to Gladly. ### 30. Customer Centric and Well Rounded Support **Rating:** 4.5/5.0 stars **Reviewed by:** Tracee G. | Customer Care Center Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2022 **What do you like best about Gladly?** I love that the database is cutomer driven so you can have all of their contact from all different channels show in one place. That makes it easier to see the big picture from the customer's point of view. It allows you to capture the tone of the customer as well as resolve the different channel contacts all in one convenient conversation. The addition of AI including Grammerly is just amazing. I use these features many times everyday. They make my job so much easier, allow our team as a whole to respond to customers quicker and provide better service along with more professional or friendly sounding responses. The spell check feature ensures that we never respond to a customer with incorrect spellings also. Part of our customer care team is based over seas and these are vital tools for ESL agents. **What do you dislike about Gladly?** I do not like the notifications that come across the top of the screen when you click next to get a new inquiry, it blocks the inquiry information that I am currently working on and is annoying. That is pretty much my only complaint though! **What problems is Gladly solving and how is that benefiting you?** Allowing us to view and help customers in a customer centric manner, allowing us to know when we are answering timely and not, and alerting us when our SLA is not met so we can see where we need to improve. Being able to knock out all the different inquiries from different channels that a customer may have used to get ahold of us really cuts down on the workload instead of responding to each one on each different channel. We are also able to set up AI responses to respond to certain basic or common customer inquiries with no human interaction so our team can focus on more complicated issues. We are able to apply the correct level of response to every customer! ### 31. Hate errors? Use Gladly! **Rating:** 5.0/5.0 stars **Reviewed by:** William C. | Customer Service Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2022 **What do you like best about Gladly?** Gladly is better than ever; consistent updates keep it moving quickly and seamlessly. Still the easiest to use and most consistent CX platform available. Revolutionary for efficiency! **What do you dislike about Gladly?** After years, absolutely no complaints. Responsive, organized, perfectly designed. **Recommendations to others considering Gladly:** They take suggestions and implement them, have a great support feature and there's never scheduled maintenance. **What problems is Gladly solving and how is that benefiting you?** Problems solved? All of them. I'm able to seamlessly transition from customer to customer, making myself more productive in the process. ### 32. Super handy and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2025 **What do you like best about Gladly?** It's an easy tool to use for handling inbound and outbound contacts (Phone, email, and chats). The previous system was crashing on a regular basis. I haven't had that happen since we started using Gladly. The UI is straight forward and easy to use. **What do you dislike about Gladly?** Occasionally, not all of a customer's data feeds into the page, even though it's in our database, causing us to us on of our other CRM tools to find the missing information. We've been told that will be fixed soon though. **What problems is Gladly solving and how is that benefiting you?** It's helping streamline the multiple interactions we have on a daily basis. It collects all the conversation information into one place where I can add to and go back to and see the various interactions with any specific customer (phone, email, and chat). ### 33. Easy to work with for my job **Rating:** 4.5/5.0 stars **Reviewed by:** Claudia S. | concierge team, Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2024 **What do you like best about Gladly?** Easy to use in my Customer suport role e its has been envolving to help best eacha day now in concierge team helping escalated customer and ease to use and implement on our dayly use. I used it daily. **What do you dislike about Gladly?** everything has ben ok in almost 2 years. **What problems is Gladly solving and how is that benefiting you?** finding customer helping on their daily issues adding notes offering credit card adding payments easy to use and implement to my customers needs. ### 34. The best tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Ronald D. | Customer Service Represntative, Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2025 **What do you like best about Gladly?** It's easy and convenient to use, a newbie friendly as well. **What do you dislike about Gladly?** There's no knowledge base suggestion yet. **What problems is Gladly solving and how is that benefiting you?** It makes my job easier, specially the summarize feature of gladly, also to help the clients with reliable resources I'm using which gladly system which help me to authenticate their account as well as to provide correct information and resolution ### 35. Overall enjoy using Gladly, but I feel like there are still some features that should be added **Rating:** 4.0/5.0 stars **Reviewed by:** JR V. | Customer Success Speci, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Gladly?** There are a few things I enjoy about gladly like the ease of viewing reporting, and the interface itself is very easy to use. I also love Gladly Answers, and how agents have the ability to view reference information while helping customers in one system. **What do you dislike about Gladly?** There are a few things I think Gladly could still improve on. Feedback For Gladly - Showing agents’ name on the front end when customers are chatting in with them - Being able to assign answer audiences at an agent level when logged into admin, or a group level - When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on - When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not. Having their name as green or something would be helpful to know if they were available for that conversation type (or maybe just chat). - Being able to add a Hyperlink in a chat conversation message - Being able to have a customer or agent send a chat transcript to the customer - Being able to change idle time based on team groups, or some other factor than it being universal - Being able to change your agent status / if you are available for a specific channel when on a call. Right now, if an agent ends a call, they might possibly get a new call if they are not fast enough to change their availability for channels. - Having personal saved versions of Liveboards, like having different versions of a Liveboards with different teams and inboxes selected. - Being able to enter in dashes when searching phone numbers in the search bar. - Having agent names visible when chatting - Priority level for tasks - Only agents who are assigned a conversation should be able to respond, otherwise when an agent is on a conversation and declines, it stays there, and another agent could accept, but it looks like it may be assigned to the first agent, and then they can see that conversation. Only like an admin level should be able to write in those chats or emails if it’s not assigned to them. (I think it may be set this way because they are assigned to that inbox and if someone is gone then someone else can go in and respond to that). - Be able to add scheduled holiday time for chats to be open, like the IVR. - Ability to duplicate rules to create other rules off of, or change them for specific agents - Reporting for answers to be able to combine data for who is using what report at what specific time, and to show the actual agent name and not the agent ID **What problems is Gladly solving and how is that benefiting you?** It's solving one of the main issues we had as a company, which was to be able to connect with a customer all on one platform, and that has been very helpful so far. ### 36. An Organized Software for all types of Businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Ricardo M. | Advanced Care Associate, Enterprise (> 1000 emp.) **Reviewed Date:** September 11, 2024 **What do you like best about Gladly?** The database and support data we have is more clear and precise. The linking system is more efficient. **What do you dislike about Gladly?** Notifications system. Sometimes they are not very noticeable. **What problems is Gladly solving and how is that benefiting you?** Organized and linked information ### 37. The perfect tool for work. **Rating:** 5.0/5.0 stars **Reviewed by:** Dennis V. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2024 **What do you like best about Gladly?** I really appreciate how well this tool functions and how often the user interface is improved to enhance usability. The call quality is top-notch, which helps deliver outstanding customer service. It's a pleasure to use every day—it’s both simple and enjoyable. As someone who values well-designed, high-quality tools, Gladly stands out as my go-to choice. With nearly five years of experience across various customer service campaigns, I can confidently say this is the most intuitive and user-friendly system I’ve ever worked with. **What do you dislike about Gladly?** No performance issues so, Gladly can improve the interface personalization like dark theme. **What problems is Gladly solving and how is that benefiting you?** Direct contact with customers ### 38. The best upgrade you could make **Rating:** 5.0/5.0 stars **Reviewed by:** Hannah K. | Customer Service Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Gladly?** I like how simple and modern the interface is. My company has a few older folks that were used to using Five9 for years and when we switched to Gladly they were hesitant that they would be able to learn it, but the UI makes the switch over so much easier than we expected. **What do you dislike about Gladly?** When you have a chat or call come in, the banner blocks the options to go unavailable for calls and chats unless you decline the conversation. **What problems is Gladly solving and how is that benefiting you?** It combines all platforms for contact and communication into one website, which is very new for us because we used to have to use three different systems to take chats, calls, and emails. Now we can efficiently accept all forms of communication at the click of a button instead of switching back and forth between tabs. We are a lot faster now. ### 39. Gladly is a great software for keeping up with multiple channels **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Gladly?** Ease of use and all channels are in one place **What do you dislike about Gladly?** It can get confusing if multiple accounts are created for the same person. **What problems is Gladly solving and how is that benefiting you?** All channel communications are in one place, it will show you the entire conversation history. We get real time feedback from agents that we can use immediately. ### 40. Very easy to use and convenient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2025 **What do you like best about Gladly?** That it is easy to use and very user friendly **What do you dislike about Gladly?** The downsides of using gladly would be it gets stuck at times **What problems is Gladly solving and how is that benefiting you?** it is solving the ease of handling multiple customers ### 41. My Feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2025 **What do you like best about Gladly?** i like the features interface of gladly. **What do you dislike about Gladly?** if the gladly tab is duplicate and there's an incoming call and I close the duplicate tab, the call is disconnected **What problems is Gladly solving and how is that benefiting you?** All good so far ### 42. Best tool fo assist customers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2025 **What do you like best about Gladly?** How clean and easy to navigatge it is, and that there are few things to fill and check when assiting customers **What do you dislike about Gladly?** There are tons of intrusive notifications poping up all the time which might distract you. **What problems is Gladly solving and how is that benefiting you?** Integrating all communications channels into one stream ### 43. The best and easiest tool for work that I've used! **Rating:** 5.0/5.0 stars **Reviewed by:** Angelito C. | Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2025 **What do you like best about Gladly?** It's easy to use and has many features that can be used. I like the grammar and sentence correction the most. Very user friendly **What do you dislike about Gladly?** I don't think it has any downsides for me, I just noticed that when you open a tab more than 2 times, it starts to lag. **What problems is Gladly solving and how is that benefiting you?** While I've been using Gladly, I haven't experienced any problems. ### 44. Happy Customer w/Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Keicha E B. | Remote Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Gladly?** I like that I can call on help from right there within Gladly. It is very easy to navigate also. I like that I can go back and add notes. The way that if a customer is already in the system I can merge the account and and work from there with updating accounts. I like how I have plenty of room to put why I made the decisions I made to help the customer. I just really like the Gladly app **What do you dislike about Gladly?** I truly do not have any complaints about Gladly at all. **What problems is Gladly solving and how is that benefiting you?** It helps me to keep up with who I helped thst day and what I did to help them. Like any discounts any problems they were having. It just helps me to keep an eye on things ### 45. really good overall experience for a whole year **Rating:** 5.0/5.0 stars **Reviewed by:** Oscar D. | customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Gladly?** For a whole year of use, no bad comments at all, I only remember one time when we had a problem with servers and could not get i, however I use it every day and the experience have been really good **What do you dislike about Gladly?** Little bugs, specially when copping information. **What problems is Gladly solving and how is that benefiting you?** is the best tool for customer service since is really friendly ### 46. Gladly review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2024 **What do you like best about Gladly?** enhancements to their voice support with features like call summaries, quality monitoring, and call recording, as well as improved self-service options through the Glad App by making Quick Actions and Answer Search dynamic and informative, and an integration with Alchemer for pulling survey data into customer records. **What do you dislike about Gladly?** Some users find the interface complex, which can impede efficiency rather than simplify tasks, hindering the user experience for agents. **What problems is Gladly solving and how is that benefiting you?** A lot ### 47. Gladly Productivity and Excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Vivian Denisse B. | Customer Service agent, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2025 **What do you like best about Gladly?** It's really easy to use, you can notice how well it performs, and you have all the information on hand. **What do you dislike about Gladly?** I don't have any inconvenience with Gladly at the moment. **What problems is Gladly solving and how is that benefiting you?** The macros make the conversation more versatile and quicker. having all the previous information on hand saves a lot of time while dealing with customers. ### 48. Great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2025 **What do you like best about Gladly?** Glady is very useful, responsive and user friendly **What do you dislike about Gladly?** There is in fact nothing to dislike about gladly. I don't even have nitpicks. **What problems is Gladly solving and how is that benefiting you?** Gladly solves all errors in yours texts and it is very user friendly. ### 49. great platform **Rating:** 5.0/5.0 stars **Reviewed by:** Karen P. | Customer service represenative, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2025 **What do you like best about Gladly?** being able to connect all calls/email details per customer in one area so anyone can assist when needed to see who and why customer had been in touch with us **What do you dislike about Gladly?** does not always connect the customer details properly **What problems is Gladly solving and how is that benefiting you?** connecting each customers details within one area instead of having to try and locate their last email or call to see reason for the contact ### 50. Really great user interface **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2025 **What do you like best about Gladly?** The number of features as well as all its detailed reports and refresh rate **What do you dislike about Gladly?** The inability to turn on an agent's bubble if they turn it off. But that can also cause other problems like abandoned rate being increased **What problems is Gladly solving and how is that benefiting you?** Helps me mintore all my agents on queue as well as any violations with agents in away states. Also provides detailed reports on agent productivity that can be used to assist the business with decision making ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+08%3A35%3A52+-0500&secure%5Bsession_id%5D=822d7ae3-8e33-41c3-a949-ea0e267e9cf2&secure%5Btoken%5D=22e3f04f6d709de81d5d50608f7bd4e6e5621831145e7761f4471dd5b5e26468&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 (6,970 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 (3,722 reviews)