Gladly Reviews & Product Details

What I appreciated most about Gladly was how easy it was to use. The interface felt sleek and elegant, and I found it simple to navigate and locate everything I needed. We were able to integrate all of our applications easily and implement new ones that were needed with only a few clicks. We used this platform daily as our help desk. They really did make it east to provide customer support to all of our retail customers. Review collected by and hosted on G2.com.

I was disappointed that we didn't have an account manager and that the platform lacked a built-in CSAT solution. Additionally, I found it frustrating that some important metrics were difficult to locate and had to be calculated manually, which was quite a hassle. Review collected by and hosted on G2.com.

i like convenience with photos, emails all kept in one place Review collected by and hosted on G2.com.

would probably include spell check and ease of reassigning tasks to team members Review collected by and hosted on G2.com.

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.

there are no dislikes with gladly i love it Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.

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.

At the moment, there is nothing I don't like. Review collected by and hosted on G2.com.

Easy to use, with all the information in one place, which makes it easier to work with. Review collected by and hosted on G2.com.

I have to scroll to see more information. Review collected by and hosted on G2.com.

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.

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.

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.

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.