Gladly Reviews & Product Details

This tool is extremely user-friendly. It lets you set up separate inboxes for each support language, and it also helps by highlighting tickets that are approaching their breach time. Review collected by and hosted on G2.com.

I would appreciate a simpler method to distinguish between old and current tickets for each user. Additionally, I find it frustrating that emails often become cluttered with unnecessary information, like signatures and out-of-office replies, which are always visible. It would be great to have a feature that hides all irrelevant text in each customer's email. Review collected by and hosted on G2.com.

Ease of use, night and light mode, Clear calls. Review collected by and hosted on G2.com.

It would be great if I could create my own answers directly within Gladly. This would save me from having to use Google Keep and its features, only to then copy and paste the information into Gladly. Review collected by and hosted on G2.com.

Gladly provides a truly seamless, omnichannel experience that empowers our team to respond quickly and personally to every customer. The single timeline view makes it easy to track conversations across channels, and the intuitive UI has significantly improved our response time and overall workflow. Review collected by and hosted on G2.com.

While the platform is fantastic overall, reporting capabilities could be a bit more customizable to fit niche use cases. There’s also a slight learning curve at the start, but the onboarding support makes it manageable. Review collected by and hosted on G2.com.

The platform is very user-friendly and intuitive. The timeline feature allows me to easily view the history, which helps in delivering quick, personalized, and seamless support. Adding notations is also straightforward and hassle-free. Review collected by and hosted on G2.com.

Nothing in particular; I just hope that duplicate accounts can be more manageable. Review collected by and hosted on G2.com.

Gladly is so organized, and intuitive. TI use mine integrated with Guru, where the AI feature that only uses information based off the information provided to it- so you know there are no external sources or misinformation. Guru is beautifully organized, multiple different ways of doing different things. I love the look, the feel, and the versatile functions. Review collected by and hosted on G2.com.

Im not a huge fan when it times me out while working on a different screen, but thats also super useful for attendance/activity record keeping! Review collected by and hosted on G2.com.

Gladly makes it very easy to handle emails, chats, and calls in one place. The Answer Guide feature saves a lot of time – you don’t need to search for product information again and again. It really helps to reply quickly and accurately to customers. Review collected by and hosted on G2.com.

So far, I haven’t found anything to dislike. It works well and meets my needs. Review collected by and hosted on G2.com.

It is my job's main tool, I use it along with another tool, but this is the one I use for the customer service part. It is really fast, and it does have shortcuts or pre created responses, I need to be even faster on my responses! Review collected by and hosted on G2.com.

it can improve on the IA responses. sometimes it does have already a resolution for the clients but then it transfers the interaction back to an agent just for nothing. Also, I believe the IA responses or resolutions are super, but they are missing the final notes (we need to place them at the end of every interaction, so the rest of the people will know what we did or resolve) other than that, I am happy with this tool. Review collected by and hosted on G2.com.

What I like most about Gladly is how collaborative and easy-to-use the tools are for customer service. The platform simplifies our workflow—from creating automated responses that save time, to using detailed reports that help us monitor productivity and spot areas for improvement.

One feature that’s been a huge help is the “Summarize Conversation” tool. It’s especially useful for long interactions with customers, giving us a quick, accurate recap without having to scroll through the entire thread. This has made handoffs between team members so much smoother.

Overall, Gladly has made both our customer experience and internal processes more efficient and easy. Review collected by and hosted on G2.com.

One area where Gladly could improve is the tagging system. While I understand that tags are organized by topics, it would be much more efficient if we had the option to add a new tag directly from the ticket view—just by typing it in. This would save time and make it easier to categorize conversations more accurately in real-time. Review collected by and hosted on G2.com.

I like that it is very intuitive and has a lot of features you can change to better suit your team's needs. A lot of AI tools to utilize as well.

It was also very smooth when we moved to Gladly from our old system. Review collected by and hosted on G2.com.

Your AI tool for writing can still be improved. Review collected by and hosted on G2.com.

The lack of bugs, errors or glitches that affect your day to day. The customer support is easy to use real time as well as the amount of features in Gladly. It makes the work day easier as I use Gladly each work day. Review collected by and hosted on G2.com.

Sometimes it can take time to find what you're looking for. It can be hard to navigate and could use a better option for color tones or personalization. The integration isn't the greatest between other softwares such as CRM. Review collected by and hosted on G2.com.