--- 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: '2026-07-21' 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. My Awesome Gladly Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Ninalyn T. | Workforce, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2022 **What do you like best about Gladly?** Reporting, Monitoring, Answering, and catering to conversations. **What do you dislike about Gladly?** The timestamp since we can't check as to when the last message was sent. **What problems is Gladly solving and how is that benefiting you?** For better customer experience, it gives us multichannel where members can reach out to us. Also, it improves the agents skill since they can now handle more than 1 channel. ### 2. Gladly Experience as an agent **Rating:** 5.0/5.0 stars **Reviewed by:** Faye U. | Return and Refund Team Lead, Consumer Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2023 **What do you like best about Gladly?** It is straightforward to navigate, user friendly, and you can provide a timely responses for your customer providing them the best service they deserve. **What do you dislike about Gladly?** hopefully they have features with notes, that the agent cannot close an email without notes **What problems is Gladly solving and how is that benefiting you?** all the operational side and customer serving are done with Gladly ### 3. We finally streamlined responses and improved our customers' satisfaction **Rating:** 4.0/5.0 stars **Reviewed by:** Matt J. | Client relationship manager, Automotive, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2024 **What do you like best about Gladly?** I love that Gladly is trying to make customer service better. Our team has the opportunity to view customer interactions and respond quickly to inquiries through the platform’s simple interface. I really like it’s integration with our CRM and ticketing systems removing a step in our workflow. With this integration we are ready to have all the essential information on hand and be enabled to offer tailor made support to our clients and build strong relations with them. **What do you dislike about Gladly?** One thing I don’t like about Gladly is how it doesn’t have more robust reporting functionality. It gives you some basic analytics but getting in depth insights enough for complete performance assessment could be difficult. This limits our ability to improve our support strategies on a faster cycle. Furthermore, the options for customizing reports narrows the way in which we view our data and not to mention pinpointing exactly what needs to improve about our customer support. **What problems is Gladly solving and how is that benefiting you?** Settling into Gladly, we have simplified how we handle customer support. All interactions are centralized and we respond to customer inquiries much faster with the platform. It also helps us collaborate with our team members more easily, so we can share important customer information. Overall, it helps us run our support operations more efficiently and pushes us that extra bit further to ensure that our customers are happy and we have long lasting relationships with our clients. ### 4. Easy to use work app **Rating:** 5.0/5.0 stars **Reviewed by:** Joel M. | agent, Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2023 **What do you like best about Gladly?** Every update keeps getting better and batter. New features, enhanced Ai; with multiple options for text and email. **What do you dislike about Gladly?** Stability has improved vastly. Gladly, even has tool-tips pop-ups to provide valuable information. **What problems is Gladly solving and how is that benefiting you?** It helps us find customers infomration effeiciently. Make sure all of our interactions are noted down correctly. ### 5. The simplest and most user-friendly tool that remains stable without collapsing or crashing. **Rating:** 5.0/5.0 stars **Reviewed by:** Kenneth R. | Subject Matter Expert, Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2024 **What do you like best about Gladly?** It's user-friendly, easy to navigate, and ideal for both experienced users and beginners. **What do you dislike about Gladly?** It should include an AI assistant that helps both newbies and experienced users by suggesting the best knowledge base (KB) for the customer’s scenario. **What problems is Gladly solving and how is that benefiting you?** There is a spiel that guides me on handling specific issues, ensuring I provide a positive experience for the customer. ### 6. Great product. **Rating:** 5.0/5.0 stars **Reviewed by:** Tiffany G. | Gearhead, Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2025 **What do you like best about Gladly?** Gladly makes it easy to communicate with customers, assign tasks to other customer support representatives and emails are simple to do. gladly makes it simple to input customer information and link to current customers as well. easy to use daily and effective. **What do you dislike about Gladly?** sometimes gladly will disconnect a call at times but that has sometimes to do with representatives internet speeds as well. **What problems is Gladly solving and how is that benefiting you?** Gladly makes it easy to communicate with customers on a number of order issues, questions or exchanges for our company. ### 7. Easy to navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Mark stefhen B. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2025 **What do you like best about Gladly?** No system issues and easy to navigate. I hear the customer crystal clear. **What do you dislike about Gladly?** none, everything is great. Its flawless and convenient **What problems is Gladly solving and how is that benefiting you?** It solves the student and customers concern very efficient ### 8. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Deneen J. | Account Relationship Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Gladly?** It won't allow you to move to the next step until you've concluded to end with your topic. It's perfect it populate customers information and has a easy view screen. **What do you dislike about Gladly?** None at this time, I love it. Better than Sales Force. **What problems is Gladly solving and how is that benefiting you?** If a customer has multiple profiles, it gives us the option to merge that way we can have a bigger view on the customer's usage and needs ### 9. multiple functions, but time consuming to use said functions **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Security and Investigations | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Gladly?** I do like that gladly is focused on the person you are interacting with outside of the company, rather than the interaction itself. It consolidates all user information for an individual in one place. That way, you can see every email and phone call made from one user all in one place. In theory this is amazing, but it's clearly hard to put it into action, even though Gladly tries **What do you dislike about Gladly?** It's very time consuming to add notes, tasks, lists, topics, etc. Spending so much time on a single user does take away from time that could be used doing something else. I also would like the ability to save conversations as a PDF file, for dispute evidence submissions. **What problems is Gladly solving and how is that benefiting you?** it's keeping things more organized than when we were using Zendesk. In some ways it is more organizational, but in other ways, gladly can make it a chore to spend time gathering information on a person when a job needs to be done ### 10. I've had a good experience with Gladly so far **Rating:** 3.5/5.0 stars **Reviewed by:** Paola A. | Quality Assurance Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2024 **What do you like best about Gladly?** I think reporting could still improve, but compared with other CRMs I've used, Gladly is a good option **What do you dislike about Gladly?** In addition to the disconnected log, I think Gladly's reporting interface could improve. **What problems is Gladly solving and how is that benefiting you?** Respond our customer's inquiries and doubts, enhacing our client's CX ### 11. Newbie here! **Rating:** 5.0/5.0 stars **Reviewed by:** Sharie S. | Director of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Gladly?** We're new to Gladly but so far the implementation process has been GREAT! **What do you dislike about Gladly?** The courses are dense but it's all valuable information. **What problems is Gladly solving and how is that benefiting you?** It's streamlining our customer support processes. ### 12. Reliable communication history for customer support teams **Rating:** 4.0/5.0 stars **Reviewed by:** Artes L. | Customer relationship specialist, Transportation/Trucking/Railroad, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2024 **What do you like best about Gladly?** I really like how different features in Gladly enhance team work as more people get to see the details of the interactions with customers. This lets any agent come in and request about a conversation and be certain that they’re coming into context and remain servicing individual solutions that are excellent and coherent. It has reduced the time issues and has made it easier for the team to act in unison and it has served customers’ perception of our support quality. **What do you dislike about Gladly?** The main challenge here is that implementing a new team member on all of Gladly’s features takes a while, which make onboarding not so efficient. So, it’s inherently feature rich and with a lot to learn, which can strain the early training of the product. Sometimes this has also resulted in slower team adoption which has led to full team productivity not being achieved immediately and putting extra work on today’s staff meanwhile. **What problems is Gladly solving and how is that benefiting you?** One of the issues in which Gladly has been able to help resolve is the scattered follow ups on consumers and the availability of concise details that help to support further interaction. This consistency serves our team well and makes the customer interactions better since customers can receive personalized and accurate assistance from the team. This brings into focus superior customer satisfaction together with the resultant increase in our customer’s confidence in our service-delivery, clearly demonstrated in the commendations we have been receiving. ### 13. Gladly is very user-friendly & comprehensive. **Rating:** 5.0/5.0 stars **Reviewed by:** Alicia E. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2025 **What do you like best about Gladly?** Gladly is so Easy to navigate & very straight-forward. **What do you dislike about Gladly?** Nothing stands out as a negative when using Gladly. **What problems is Gladly solving and how is that benefiting you?** Gladly keeps redoes of sales in a forward thinking way making the wait time for customers shorter! ### 14. Perfect **Rating:** 5.0/5.0 stars **Reviewed by:** Karen R. | Concierge Team, Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2025 **What do you like best about Gladly?** You have everything in the same place, no need to go anywhere else. **What do you dislike about Gladly?** I live everything. I believe there are more hing Gladly can do that i really know about. **What problems is Gladly solving and how is that benefiting you?** It gives me templates to use, helps me phrase my words better a well. ### 15. Very User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Julie M. | Customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2025 **What do you like best about Gladly?** This is my first experience with call center work and Gladly has made it very easy to learn. **What do you dislike about Gladly?** Nothing it is a great system and I have no experience in other systems to compare. **What problems is Gladly solving and how is that benefiting you?** Being able to have answers for customers in real time. ### 16. New and Different **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** January 22, 2025 **What do you like best about Gladly?** It is very clean and easy to use. I like the ability to access internal knowledge while working with customers, and how you can acessess macros. I like how agents can be hyper focused and can't cherry pick. **What do you dislike about Gladly?** Sometimes, my customers go missing, and need to be re-assigned to me. Also, on tasks, if you click out of the notes, they become erased. **What problems is Gladly solving and how is that benefiting you?** It is used as our customer service platform. Our company switched from a different product. It is different, but I had to re-think how I do my work. I like that customers normally work with the same associate if they are on, and automatically re-assign contacts if the associate is out of office. ### 17. Automation and stability for customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Daisy S. | Customer Solutions Manager, Arts and Crafts, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2024 **What do you like best about Gladly?** I like a ton of the Gladly features and love how it provided ticket routing automation and canned responses. So that our team does not need to redo over and over, it saves us from repetitive work, and free up that time to focus on special customer problems. It’s stable enough that we can simply rely on it during busy periods without the spectre of crash looming in the background. Such consistency helped us to stretch with customer expectations and trust through no interruption service. **What do you dislike about Gladly?** The downside to Gladly is that you can’t do as much with their mobile app as you can with the desktop one. Having to work out of the real office during urgent customer requests has been quite inconvenient. Some workflows come with limited customization options that make us have to go back and change our processes if we can’t fit our business to the software. These affected team flexibility and improved the workflow optimization. **What problems is Gladly solving and how is that benefiting you?** In using Gladly, we’ve seen how you can speed up response times by routing tickets automatically and having pre written responses for common questions. We’ve taken off the burden of repetitive work load on our team, so they can focus more on complex customer cases. It enables more effective workload distribution to agents so that they work at a steady pace all through the day. This has improved our customers’ service, and also reduced stress levels in our employees. ### 18. Elevating the customer journey experience **Rating:** 4.0/5.0 stars **Reviewed by:** Marco D. | Customer support manager, Construction, Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Gladly?** It is especially important for me personally that Gladly allows the admin to see a whole customer interaction history. This allows us to reply with context and, thus, raises the level of communication, as clients trust us more and are satisfied with our interaction. Other aspects that the platform has of collaboration also enhances teamwork as we are able to share vital information and enhance on the services we deliver by ensuring there is uniformity as we respond to issues. **What do you dislike about Gladly?** The one disadvantage which we encountered is knowing that notifications on Gladly become overwhelming during busy time and it interrupts our smooth flow of work, while agents are trying to attend to alerts . Furthermore, the customer interaction view covers all the necessary aspects of customer experience, but can be very cluttered, which can lead to us having to look for the specific piece of information necessary to construct an ideal response, which again slows up our time. **What problems is Gladly solving and how is that benefiting you?** Gladly fits our schedule since it interactively draws all our customers’ queries in one frame to which we can respond to without oversight of details. This has gone a long way in cutting the time we wasted in moving to different platforms with different purposes as our work is now well sorted. It has also improved its interaction with clients because responses provided are now much more consistent and are likely to be more tailored. ### 19. Gladly has made customer service work way more fun! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2025 **What do you like best about Gladly?** I like how clean and streamlined the interface is. **What do you dislike about Gladly?** I understand that it is a new product and it will improve over time. **What problems is Gladly solving and how is that benefiting you?** It removes a lot of the steps that I used to have to make before closing a case. Resolving and closing cases is much faster now. ### 20. Live and fun. **Rating:** 5.0/5.0 stars **Reviewed by:** Erin G. | Team Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2022 **What do you like best about Gladly?** Dashboard and the user-friendly feature of the agent summary. **What do you dislike about Gladly?** Dashboard should be customizable and task panel should have a different indication from the new chats/email/sms. **What problems is Gladly solving and how is that benefiting you?** Real time status of agents and the live dashboard appearance in the left corner. ### 21. Efficient management of customer support requests **Rating:** 4.0/5.0 stars **Reviewed by:** Patricia G. | Customer support specialist, Management Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2024 **What do you like best about Gladly?** So what I like most about Gladly is how it pulls everything from email, chat and social into a single view. In particular, since there’s been one view, it’s been much easier to handle support tickets and keep track of each customer conversation’s history. I especially like its Shopify integration, this lets us pull up order details instantly, and not have to switch between platforms to respond to queries making life much easier for us! **What do you dislike about Gladly?** While Gladly is a great tool, it does sometimes suffer with lag during peak hours, which can slow response times down as well as customer service. Also, the reporting features could be stronger — we typically find it challenging to dig deep to really understand the performance of an agent or the time to resolve a particular issue. Limitations in tracking team metrics mean it is difficult to completely track team metrics, and in some cases, we are unable to fully measure and improve the effectiveness of service quality. **What problems is Gladly solving and how is that benefiting you?** Gladly really helped us solve the problem of seeing customers’ interactions happen in organizations, but in different places, in a single place. It’s helped reduce response time and has allowed agents to easily stay on top of onerous issues, which improves the overall customer experience. Shopify integration has been a game changer for if we need to respond to order related questions instantly. Overall, it’s cut down on the time we spend on support and made it more efficient and more satisfying for the customer. ### 22. Automation that saves time and boosts productivity **Rating:** 4.0/5.0 stars **Reviewed by:** Daniele B. | Customer experience specialist, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2024 **What do you like best about Gladly?** Using Gladly is such a joy, especially because the amount of time we use its automated tools. Through the establishment of the reviewed workflow, several activities have become automated, and thus we work more improved. Thanks to the prioritisation of customers’ messages, we are able to address things, even if the number of messages grows. With these tools our efficiency has been lifted and overall customer handling has been enhanced. **What do you dislike about Gladly?** There is one thing I did not like about Gladly it has somewhat slow response time when I switch from one task to another. It can be behind when it comes to handling many conversations with customers. This slow down can disrupt our operations and slows thing down a little making it a little cumbersome especially when we are dealing with many requests. That is rather irritating since it slows down our efficiency and knowing fully well that customers want their problems solved as soon as possible. **What problems is Gladly solving and how is that benefiting you?** We had an issue dealing with the large volume of customers and the request that we get and we said Gladly has assisted us. Its automation tools have helped a lot in reducing the amount of work we do by handling more inquires than we used to do. That way, through the organization of all the conversations and focusing on the main issues, it has helped to organize the work better and increase the quality and speed of service. ### 23. Intuitive and easy use **Rating:** 5.0/5.0 stars **Reviewed by:** Hugo C. | Customer Experience Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2024 **What do you like best about Gladly?** The AI feature to summarize the interactions via any channel! There are no "tickets" to speak of. For our front-line representatives in the organization, we have received a positive from the Gladly CRM as compared to others in the market! Migrating our customers from another source was simple. Gladly was made for e-commerce, it has simplified the order process and communication with our customers that enhances their experience and loyalty to our brand. It has been quite a work blessing to have this platform. More time for customers in one single continuous conversation, and less time creating tickets. The Shopify integration works seamlessly. Overall satisfied and pleased that our company switched to Gladly. Highly recommended for your Customer Support and Sales teams in the highly competitive e-commerce industry! **What do you dislike about Gladly?** I don't think the dislike is attributable to Gladly. I was used to dealing with tickets and creating them with other CRMs and it took a few hours to get adjusted that I didn't have to do that anymore with Gladly! **What problems is Gladly solving and how is that benefiting you?** The main two challenges that Gladly has solved are longer response time to handle our customers' inquiries in all communication channels, email, chat, SMS, socials, and phone. The other problem that is solved is no more dealing with going back and forth between tabs or windows which gives our agents the confidence and assurance their interactions with customers will get resolved promptly thus increasing our CSAT and NPS scores! ### 24. Glady is graet to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Simone M. | WFM, Mid-Market (51-1000 emp.) **Reviewed Date:** March 04, 2025 **What do you like best about Gladly?** Can what the agents are login while on there interaction **What do you dislike about Gladly?** some times it a bit slow but still works with it **What problems is Gladly solving and how is that benefiting you?** Glady is very helpful ### 25. It's been such a positive experience all around **Rating:** 4.5/5.0 stars **Reviewed by:** Abril E. | Customer Service Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2024 **What do you like best about Gladly?** I love that you can scroll up to view and and al interactions, on all channels. I love using both options to make the text more friendly or professional to switch up our answers and not make it sound so mono-tone. I love that's is very user friendly, so easy to use and 'get it' from the start. I also love and have been using the task options, it's so convenient, easy to access and creating a task, this keeps me more organized than using my notes app. **What do you dislike about Gladly?** When you use the summarize conversation, the size does not come up correctly when mentioning half sizes, like a size 8.5, 9.5; it's considering the period as the end of the conversation. Also if you forgot to add a task and suddenly go back to a conversation, if you're not assigned to the conversation it will assign the task to the last agent, it would be nice to get an alert on situations like this, like when you mention your attaching a file and if you hit send but there's no attachment you get an alert to remind/ask about the attachment. **What problems is Gladly solving and how is that benefiting you?** Collaboration with other agents when we see notes or tasks, easy to view their last purchases with the Shopify integration. Easy to know the reason why the customer reached out before. ### 26. Easy to use and understand **Rating:** 5.0/5.0 stars **Reviewed by:** Edward F. | Customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2025 **What do you like best about Gladly?** about it being user-friendly and very optimized **What do you dislike about Gladly?** not being able to send emails sometimes and having an error **What problems is Gladly solving and how is that benefiting you?** Connecting with the customers and resolving their issues. it's very easy to use since all of the customer's information are on the website ### 27. Quite slow but very nice **Rating:** 3.5/5.0 stars **Reviewed by:** Mihai Z. | Customer care representative - Senior, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Gladly?** I like the selfs and saved replies and the interface **What do you dislike about Gladly?** Sometimes it s a little bit sluggish and slow **What problems is Gladly solving and how is that benefiting you?** Tickets ### 28. Glady **Rating:** 5.0/5.0 stars **Reviewed by:** Nickoy A. | Customer service rep, Small-Business (50 or fewer emp.) **Reviewed Date:** February 28, 2025 **What do you like best about Gladly?** I love the new updates with the editor its wonderful **What do you dislike about Gladly?** It freezes sometimes when i am on break or lunch it doesn't want to log off **What problems is Gladly solving and how is that benefiting you?** it helps me to solve customers' needs with Crate and barrel as my company ### 29. Great Support **Rating:** 5.0/5.0 stars **Reviewed by:** Annique D. | Advance customer care., Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2024 **What do you like best about Gladly?** It is easy to use and computer-friendly. I can find all my resources to help support the customers. I use gladly every day. **What do you dislike about Gladly?** I do not dislike anything about Gladly. It is great. **What problems is Gladly solving and how is that benefiting you?** Gladly is solving how we save our customers information and the interactions we had with our customers. We can locate any information or interactions in just a easy click. ### 30. Streamlined, but confusing **Rating:** 2.5/5.0 stars **Reviewed by:** Kelsey G. | Coach, Personal Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2024 **What do you like best about Gladly?** Being able to see the transgression of emails as if in text form is much more cohesive than a platform like Gmail, etc., which makes it easier to not miss emails and ensure you're replying to everything. **What do you dislike about Gladly?** Sometimes, unknown email addresses don't reflect in Gladly, leaving it up to me to find some missing emails in GMail. Customer support seems difficult to reach, not an easy platform for those that aren't used to multiple integration systems. **What problems is Gladly solving and how is that benefiting you?** Seeing all emails in chat form is more cohesive, and also being able to see the user's interaction with other facets of the company helps me better support my customer and see their interactions in review in one spot, rather than going through multiple email threads. ### 31. best system ever **Rating:** 5.0/5.0 stars **Reviewed by:** achely g. | contact center agent, Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2025 **What do you like best about Gladly?** i love the diversity of this system it makes my job so easy to do **What do you dislike about Gladly?** at the beggining of each call it takes 5seconds for guests to hear me propery **What problems is Gladly solving and how is that benefiting you?** guest profiles- tracking calls ### 32. User experience. **Rating:** 3.5/5.0 stars **Reviewed by:** Subha J. | Information Process, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2025 **What do you like best about Gladly?** The way we can merge the same customers in different accounts. **What do you dislike about Gladly?** This becomes super slow if we use in two seperate tabs in a single browser. Also if we click next , it also goes to the next customer in the another tab. **What problems is Gladly solving and how is that benefiting you?** It can easily organise the mails with the history chain. ### 33. It's been very easy to use, it reminds me of any type of social network **Rating:** 4.5/5.0 stars **Reviewed by:** Rosa A. | customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2023 **What do you like best about Gladly?** its easy to use, it has all the information i need very handy! i use it everyday and it's very handful, it's fast and quick **What do you dislike about Gladly?** i don't think i dislike anything, i haven't had any issue yet **What problems is Gladly solving and how is that benefiting you?** It's helping us take calls ,sms and chats! all 3 in one! ### 34. Great tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Gladly?** All the various tool that enable me to do my daily activities **What do you dislike about Gladly?** There isn't much to dislike. Only the fact that I can't have more than one instance open at a time **What problems is Gladly solving and how is that benefiting you?** It is a great tool for backoffice ### 35. The AI options are great, however at some point it can feel generic or repetitive **Rating:** 3.5/5.0 stars **Reviewed by:** Nicole S. | customer care associate, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2024 **What do you like best about Gladly?** The many options we have to share and find information aoutn the clients and how in one platform we can merge all the information needed. **What do you dislike about Gladly?** The way it can recognize some information but not the most of the important information about a client wich can cause some profiles cannot be merge even though is the same client. **What problems is Gladly solving and how is that benefiting you?** Customer service , web assistance, follow up and even take payments for clients! ### 36. it is a great platform for any ecommerce business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Gladly?** How easy it is to navigate very easy to learn! **What do you dislike about Gladly?** there is nothing to dislike it is a great platform! **What problems is Gladly solving and how is that benefiting you?** just managing client communication with glady it works for being connected with customers ### 37. Very well laid out and easy to read. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Gladly?** Easy to navigate, listings are easy to read. **What do you dislike about Gladly?** Difficult getting profile set up. Not much else. **What problems is Gladly solving and how is that benefiting you?** Helping track customer service complaints ### 38. Gladly is very user friendly and its interface is really easy to learn. **Rating:** 5.0/5.0 stars **Reviewed by:** Samuel A. | Customer Engagement Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2024 **What do you like best about Gladly?** Seamless experience, very user friendly. Concentrates all the CRM information very well. **What do you dislike about Gladly?** At times it might be a little bit glitchy. Errors are not very common but they do happen. **What problems is Gladly solving and how is that benefiting you?** Gladly concentrates all the useful consumer's information into a single profile that our team has access to. It allows us to quickly organize and follow up on consumer's warranty claims and provide personalized assistance. ### 39. Great service but lacks training for the users. **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Gladly?** Keeping all conversations under one thread **What do you dislike about Gladly?** training and AI configuration is not easy to manage **What problems is Gladly solving and how is that benefiting you?** Keeping all the conversation under one thread. ### 40. Gladly Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Gladly?** -Being able to view a live time customer interaction to provide guidance to the agent engaged in the customer conversation. -Its really nice that you can see who the customer has interacted with, or not, prior to connecting. Knowing if the cutomer has been trasnferred mulitple times or the previous agent didnt angent didnt answer the phone is really nice. **What do you dislike about Gladly?** Automatic time out putting the agent into away status when the window isnt clicked, just becuase there are no customer interactions happening. **What problems is Gladly solving and how is that benefiting you?** Transparency between agents and the customer contact, being able to listen or read the previous converations with ease prevents the customer from being told different things. ### 41. Solid website That aligns well with customer service **Rating:** 2.5/5.0 stars **Reviewed by:** Adam R. | dealer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2025 **What do you like best about Gladly?** Aligns great with customer service needs **What do you dislike about Gladly?** Does not align well with dealer service needs **What problems is Gladly solving and how is that benefiting you?** Ease of customer communication ### 42. easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Omar E. | Customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about Gladly?** It is an usefull tool that allow me to handle the contacts really easy. **What do you dislike about Gladly?** not able to find previous or transfered interactions **What problems is Gladly solving and how is that benefiting you?** information of the customer listed since the begining of the interaction avoid repeated questions ### 43. love it **Rating:** 4.5/5.0 stars **Reviewed by:** ELESHA A. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2024 **What do you like best about Gladly?** miss the gladly articles but glad about task still being available **What do you dislike about Gladly?** connection issues during the day, dropping calls **What problems is Gladly solving and how is that benefiting you?** Gladly allows for the inexperienced to find knowledge like the pros in the company ### 44. A powerful tool called Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Reniel A. | Systems coordinator - Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2024 **What do you like best about Gladly?** Using Gladly makes me feel like I can get everything I need to help customers resolve their concerns. It's because integrations are easy in Gladly and you can integrate numerous apps, which will shorten your time to assist customers. **What do you dislike about Gladly?** Fortunately, the downside of Gladly is their support center where the support is a bit slow. But don't worry, there's also a bit of an issue only on their system that somehow can be resolved by their knowledge system. **What problems is Gladly solving and how is that benefiting you?** It makes us go in the right direction always when helping out our customers since the conversations we have with our customers are threaded which means all messages from customers such as text, chat, and email are included in a single ticket. ### 45. its been great and gives more visibility and ability to assist our consumers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2024 **What do you like best about Gladly?** all consumer info is available to review calls, emails chats which help in assisting them in an efficient manner **What do you dislike about Gladly?** initially it was an adjustment to get used to. The attachments are not easily viewed they need to be downloaded first and saved to be able to attach them to our warranty spreadsheets it would be easier if we could just copy and paste the attachments and save us time i tend to use the emails for the attachments instead of downloading them in gladly and having to save them first before being able to attach them to save myself some steps and time **What problems is Gladly solving and how is that benefiting you?** keeping us within our SLA levels, ease of seeing our customers history to assist them efficiently and quickly seeing their order history any calls or issues and email history the reporting helps keep us in line with our performance requirements and seeing what other agents are doing is very helpful when scheduling ### 46. Best experience ever **Rating:** 5.0/5.0 stars **Reviewed by:** juan m. | Customer Service product expert, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2025 **What do you like best about Gladly?** can work easy on system, tabs are easy to find **What do you dislike about Gladly?** sometimes information deletes also sometimes calls drop **What problems is Gladly solving and how is that benefiting you?** helping out customer with thefe problerms ### 47. Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Jazmyn W. | Customer Care Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2024 **What do you like best about Gladly?** i love how simple and easy it is to use! then adding on the AI to help make your messages more friendly or more professional is such an awesome benefit. really takes your customer service to a next level! **What do you dislike about Gladly?** i only dislike that once you close the chats or texts it automtically comes back to you affecting our metrics for first contact response but other than that gladly is great! **What problems is Gladly solving and how is that benefiting you?** Gladly makes it easy for us to be able to respond back to customers and be able to see all messages sent from customer to better assist them! ### 48. I was able to easily navigate the Gladly. **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer P. | Customer Service Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2024 **What do you like best about Gladly?** I like that the templates are always available and very easy to navigate. **What do you dislike about Gladly?** There are some bugs and errors that sometimes still needs to be addressed. **What problems is Gladly solving and how is that benefiting you?** We are handling customers concerns and gladly helped us to communicate with them effectively. ### 49. Gladly Platform Use **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley Z. | Part time customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2024 **What do you like best about Gladly?** Gladly has really made the workplace experience so much more streamlined and efficient for us! Having all our interactions and history on one platform to reference is extremely helpful in communicating with our customers on a daily basis. I love the Task ability and being able to close and reopen a conversation. **What do you dislike about Gladly?** I have not seen much to dislike about gladly! **What problems is Gladly solving and how is that benefiting you?** Gladly has made finding past interactions very easy. It has also helped with having direct links to Shopify and other platforms that we use. It serves as a data base for quick answer finds. It has simplified the overall customer service experience. ### 50. Glady is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob R. | inbound sales, Enterprise (> 1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about Gladly?** I like that we have a help menu built into the side and how well it works **What do you dislike about Gladly?** I dont like that I cant change the background to black to help with eye strain **What problems is Gladly solving and how is that benefiting you?** It is very straight forward to how it is benefiting me is being as fluid as possible with my work flow. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+09%3A34%3A38+-0500&secure%5Bsession_id%5D=73eee139-89f8-4eab-a970-a5a7b298fbc0&secure%5Btoken%5D=f11e1c69c56ba5eabb6a96f03b07d7163c6184db497f6bf1ed7b96564bef88a2&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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[Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Narvar](https://www.g2.com/products/narvar/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Playvox WFM](https://www.g2.com/products/playvox-wfm/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [sticky.io](https://www.g2.com/products/sticky-io/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zingtree](https://www.g2.com/products/zingtree/reviews) ## Gladly Features **Ticket and Case Management** - 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)