--- title: Gladly Reviews meta\_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 1114 reviews by the users' company size, role or industry to find out how Gladly works for a business like yours. aggregate\_rating: rating\_value: 4.7 review\_count: 1114 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Gladly Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. [(191 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1042428&qs=pros-and-cons#reviews) Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. [(135 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041354&qs=pros-and-cons#reviews) Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. [(128 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1038445&qs=pros-and-cons#reviews) Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. [(105 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040870&qs=pros-and-cons#reviews) Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. [(78 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040472&qs=pros-and-cons#reviews) Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. [(40 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039243&qs=pros-and-cons#reviews) Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. [(31 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041619&qs=pros-and-cons#reviews) Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. [(31 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040579&qs=pros-and-cons#reviews) Users experience a **slight learning curve** initially, but onboarding support helps ease the process. [(30 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039877&qs=pros-and-cons#reviews) Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. [(30 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041389&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Gladly ##### 1. Ease of Use Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. [ See 191 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1042428&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes SK Stephanie K. Small-Business (50 or fewer emp.) 5.0/5 "Intuitive, Conversation-Based Support That Keeps Full Context Across Channels" What do you like about Gladly? One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interacti ##### 2. Helpful Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. [ See 135 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041354&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes ##### 3. Features Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. [ See 128 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1038445&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes ##### 4. Efficiency Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. [ See 105 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040870&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place SK Stephanie K. Small-Business (50 or fewer emp.) 5.0/5 "Intuitive, Conversation-Based Support That Keeps Full Context Across Channels" What do you like about Gladly? One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interacti ##### 5. Customer Support Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. [ See 78 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040472&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes JL Justice L. 5.0/5 "Seamless Internal Communication and Issue Management" What do you like about Gladly? I like that Gladly allows each store or user to have one continuous conversation. It saves myself and other agents time by making it easier to find pr ### 5 Cons or Disadvantages of Gladly ##### 1. Missing Features Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. [ See 40 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039243&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very HY Helfried Y. Small-Business (50 or fewer emp.) 4.5/5 "All-in-One Customer Context Makes Work Effortless" What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agen ##### 2. Complexity Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. [ See 31 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041619&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very KP Kinga P. Small-Business (50 or fewer emp.) 4.5/5 "Managing customer conversations efficiently is now much smoother for us" What do you dislike about Gladly? The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am al ##### 3. Limited Features Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. [ See 31 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040579&qs=pros-and-cons#reviews) See Related User Reviews HY Helfried Y. Small-Business (50 or fewer emp.) 4.5/5 "All-in-One Customer Context Makes Work Effortless" What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agen CM Chris M. Small-Business (50 or fewer emp.) 4.5/5 "Smooth customer conversations every day" What do you dislike about Gladly? The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction ##### 4. Learning Curve Users experience a **slight learning curve** initially, but onboarding support helps ease the process. [ See 30 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039877&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very ![Corey S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Corey S.") CS Corey S. Mid-Market (51-1000 emp.) 4.5/5 "All-in-One Solution That Streamlines Our Workflow" What do you dislike about Gladly? When comparing FAQ-based questions between Gladly and our previous software, HelpScout, I find that the format was a bit easier for both agents and cu ##### 5. Limited Customization Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. [ See 30 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041389&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very JL Justice L. 5.0/5 "Seamless Internal Communication and Issue Management" What do you dislike about Gladly? I find it frustrating that I can't have more than one tab of Gladly opened at the same time. ![Fidencio R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fidencio R.") FR Fidencio R. Mid-Market (51-1000 emp.) 4/28/2026 "Effortless Communication with Gladly" 5/5 What do you like best about Gladly? I love Gladly because it's a friendly website that makes it very easy for me to document every interaction I have correctly and properly. I can easily follow up with any customer and assist them correctly. Gladly offers all the tools we need, making the setup the easiest I've experienced without any problems since the beginning. It's pretty unique and awesome. Review collected by and hosted on G2.com. What do you dislike about Gladly? there are no dislikes with gladly i love it Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly helps me document every customer interaction, making it easy to manage bookings and replacements for Crate and Barrel. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic JB John B. Vice President, Customer Experience & Technology Mid-Market (51-1000 emp.) 10/8/2025 "Fantastic product, backed up by an amazing team." 5/5 What do you like best about Gladly? Gladly has helped us redefine our entire approach to CX, allowing us to move away from the age-old ticketing mindset and putting customers at the center of the experience. Beyond the capabilities of the tool itself, which continues to improve on a very frequent basis, the team behind Gladly is outstanding. From pre-sales, through implementation and now through ongoing account support, we have had some truly remarkable partners that care deeply about CX and our business. Review collected by and hosted on G2.com. What do you dislike about Gladly? We're very excited about the roadmap with Gladly, and their product continues to improve and embrace AI. The shift to AI has caused the core "Hero" platform to receive less updates, but we've shared this feedback with Gladly and they've committed to address it. Another example of their receptivity to customer input. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly puts customers at the center of a brand's CX, not tickets. We've been able to completely shift our approach to staffing, recovery and satisfaction by bringing valuable information into the platform and using it to solve issues quicker and more completely. Gladly also allows us to balance the value of human interaction with the value and efficiency of AI. Their approach is incredibly thoughtful and they are a thought-leader in showing the value of human led interactions and not just throwing AI at everything. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Ashley D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ashley D.") AD Ashley D. Customer Experience Manager Small-Business (50 or fewer emp.) 10/8/2025 "Best Omnichannel on the Market" 5/5 What do you like best about Gladly? Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. Review collected by and hosted on G2.com. What do you dislike about Gladly? The only drawback is that social media comments don’t pull into the platform. DMs integrate perfectly, but having comment visibility would make the social experience fully complete. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly has completely eliminated duplicate conversations for our team. With our previous CX platform, we constantly battled duplicates — customers reaching out via email, DMs, and text simultaneously. Now, because Gladly unifies every interaction under a single customer profile, we’re able to serve customers more efficiently and consistently meet our SLAs. On top of that, the Sidekick chatbot has been a huge asset. It helps customers with returns, order tracking, and other self-service needs, freeing up our agents to focus on higher-level, more personalized conversations that truly impact the customer experience. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite HY Helfried Y. Client experience specialist Machinery Small-Business (50 or fewer emp.) 12/15/2025 "All-in-One Customer Context Makes Work Effortless" 4.5/5 What do you like best about Gladly? I personally enjoy the fact that Gladly focuses on the context of the customer rather than on the channel. I do not have to work on different inboxes, all messages, calls and social mentions in one place. By combining it with our CRM, I would be able to view customer lifetime value when chatting with the customers. My work is also less stressful as it is easy to use and has enough features that enable me to focus on finding solutions instead of following a conversation. Review collected by and hosted on G2.com. What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agent performance or ticket trends, which decelerates the process of strategic planning. This has affected my team in its capacity to detect the bottlenecks in a short duration. The interface may sometimes become a little crowded when there are several conversations and this may make it difficult to multitask during busy times. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly is also able to make it easy to handle all customer conversations within one platform and this has indeed enhanced our efficiency. I am able to respond promptly without seeking previous history and the team is more likely to feel in control. Issues such as delayed responses, duplication of queries and slowness of response have been reduced to a minimum, thus our support has become more trustworthy and predictable. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Luis Enrique G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Luis Enrique G.") LG Luis Enrique G. Gearhead Mid-Market (51-1000 emp.) 6/2/2025 "Super Easy and Complete, Excellent AI Support" 5/5 What do you like best about Gladly? I love how easy it is to set up Gladly; it really is very user-friendly since you only need to press 'next' and that's it. The implementation of artificial intelligence helps a lot in my day-to-day, significantly improving my efficiency. Mainly, the spell checker and the format checker are what I find most useful, as it's not always easy to express oneself well. Gladly helps me give a more professional or friendly format to my communication. Additionally, the ease of use is impressive, and the system is very complete with very few flaws, which I really value a lot. Without a doubt, I would recommend Gladly with a rating of 10. Review collected by and hosted on G2.com. What do you dislike about Gladly? At the moment, there is nothing I don't like. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly's artificial intelligence simplifies my daily work, offering ease of use and assistance in spell-checking and formatting, improving professional communication. Review collected by and hosted on G2.com. Show More 10/24/2025 Current UserValidated ReviewerIncentivizedSource: Seller inviteAI Translated ![Ana A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ana A.") AA Ana A. Customer Service Representative Mid-Market (51-1000 emp.) 11/4/2023 "Easy to use and understand" 5/5 What do you like best about Gladly? The most helpful about Gladly is that we can provide a good customer service due to the fact we can see all the customer profile and we can know if the customer has an outgoing case to follow up and we avoid the customer repeating themselves. Review collected by and hosted on G2.com. What do you dislike about Gladly? The downsides of using Gladly is we can create task to another person and this avoid us to take the propper ownership to follow up. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? issuing easy follow up's to the customers Review collected by and hosted on G2.com. Show More 2/5/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite KP Kinga P. Customer support manager Media Production Small-Business (50 or fewer emp.) 11/26/2025 "Managing customer conversations efficiently is now much smoother for us" 4.5/5 What do you like best about Gladly? The most notable thing is that Gladly does not separate the entire customer experience. I am in it all the time responding to questions and reviewing previous discussions, and CRM integration makes everything up to date. These features are concentrated on what is really important to support work and day to day use has simplified the process of handling inquiries, continuity and response is faster and more useful. Review collected by and hosted on G2.com. What do you dislike about Gladly? The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am also forced to make an additional effort to categorize or rank queries, which reduces my pace. I follow it on a daily basis hence these restrictions are frequent. Although it is convenient with the majority of support activities, peak times may seem somewhat limited under the existing configuration. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? The greatest advantage is that Gladly helps maintain all communication with customers transparent and systematic. I also use it a lot to follow messages and nothing is missed. There is automatic synchronization of our CRM with all touchpoints, thereby saving time and avoiding errors. Its regular use has made the support process an easier one, ensured that the team works in a better synchronized manner and that managing inquiries is an easier task. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Aron L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aron L.") AL Aron L. 11/17/2025 "Effortless Versatility with Time-Saving Ease" 5/5 What do you like best about Gladly? I love that Gladly is an incredibly versatile tool that I can use for almost anything with minimal restrictions, which significantly enhances my workflow. Its user-friendly interface stands out to me because it's very easy to use, requiring less time to learn and set up—remarkably, you can become quite proficient within a day. This ease of use results in substantial time savings in my work processes. These features are crucial as they simplify my daily operations and allow me to perform tasks effectively and efficiently, providing me with a comprehensive solution that addresses all my needs. Given its benefits, I am highly likely to recommend Gladly to others, as reflected by my likelihood rating of 10 out of 10. Review collected by and hosted on G2.com. What do you dislike about Gladly? I feel that Gladly could be improved by adding an alarm feature to alert for different status changes or setting a timer if needed. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly centralizes everything I need, is easy to use, versatile, and saves me a lot of time at work. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite CM Chris M. Remote support technician Telecommunications Small-Business (50 or fewer emp.) 11/16/2025 "Smooth customer conversations every day" 4.5/5 What do you like best about Gladly? I find the feeling of conversing with Gladly so natural because I am changing channels all day and day out. I frequently work with both Shopify and Klaviyo, and the integration maintains all the flows within a single flow. These features aid me in accomplishing tasks without having to multitask on the additional tabs. This is actually what keeps me on the move as I am able to respond faster and be organized. It has become a part of my everyday life and it saves me a lot of back-and-forth. Review collected by and hosted on G2.com. What do you dislike about Gladly? The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction of new updates may be slow as well and this has an impact on my speed during the rush days. The platform with Shopify is something I frequent, so any delays put me into a disorient. It does not destroy anything, but it creates some friction that makes my workflow somewhat not as smooth as I would like it to be. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Making my job a lot easier, Gladly keeps all the messages exchanged with customers in a single place, therefore, I do not have to search to find the information. Because it is integrated with Shopify, I have an opportunity to pull order history in real time and this saves a significant amount of time. I apply it quite heavily during the day, and the day routine makes me concentrate. The features assist in the daily mayhem of assistance and the comfort of ease pulls it all together in a manner that in fact enhances my speed. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Tom C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tom C.") TC Tom C. 11/12/2025 "Transformative All-in-One Communication Hub" 4.5/5 What do you like best about Gladly? I love that Gladly has a very intuitive UI, which makes it easy and fast to train new users. I appreciate its reliability with respect to up-time, which ensures seamless communication management without interruptions. The team at Gladly is dedicated to ensuring we use the platform effectively, while also being open to improvements, which fosters a strong partnership. I find Gladly to be a coherent, centralized solution that organizes customer communication across various platforms and media, which enhances customer interaction by focusing on the customer rather than a ticketing system. This allows for faster resolution and provides better context in customer interactions. The integration of AI tools with Sidekick is another favorite feature, as it accelerates service and reduces reliance on agents for handling lighter tasks. Additionally, integrating Gladly with our e-commerce platform and other systems has streamlined our operations significantly. Review collected by and hosted on G2.com. What do you dislike about Gladly? There are some features that we would like to have that are not currently in scope. Creating outbound dialers from lists for outbound sales is not particularly easy, or not as easy as our previous platform. Occasionally the AI assistant says or does things that are head scratching, but that will work itself out over time. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? I use Gladly to streamline all customer communications into one platform, reducing reliance on multiple tools, which improves coherence and context in customer interactions. The integration of AI tools speeds up service delivery, enhancing efficiency and reducing agent workload. Review collected by and hosted on G2.com. 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