Gladly Reviews & Product Details

We absolutely love the software we use for our CX tickets—it's truly amazing! We've never experienced any connection issues, and on the rare occasion that something comes up, the support team is quick to resolve it. What really stands out is their commitment to innovation—they’re always looking for ways to evolve and improve the platform. It’s clear they genuinely care about the customer experience, just like we do! Review collected by and hosted on G2.com.

Gladly is GREAT! Wish we'd get a mobile app or it would work on an iPhone so I can check-in on my team on the go! Review collected by and hosted on G2.com.

Super easy to use and everything is automatically provided once correct information is entered. Review collected by and hosted on G2.com.

It is a little bit confusing to link and unlink sometimes but it is manageable. Review collected by and hosted on G2.com.

Managing customer tickets is still straightforward. I love that we can write internal notes, tag teammates for specific tasks, and seamlessly assign tickets to the right team members. Plus, the ability to tag myself for breaks or when I’m away from the screen makes workflow management even smoother. Overall, Gladly has made handling customer interactions much more efficient! Review collected by and hosted on G2.com.

If there’s one thing I find challenging about Gladly, it’s that when the inbox is full, there can sometimes be a lag in fully loading and displaying all tickets. This can slow down workflow slightly, especially when trying to navigate through multiple conversations efficiently. That said, overall, I still find Gladly to be a user-friendly and effective platform! Review collected by and hosted on G2.com.

When we switched from one platform to Gladly, I did not have a hard time adjusting to its features. It was convenient and helpful, and I'm glad the management partnered with Gladly. I use Gladly every day at work for customer support. When I learned to use the function to make the text more friendly, it always made me feel more confident to send emails to our customers and business partners. Review collected by and hosted on G2.com.

The interface can be confusing at the beginning, but after a few modifications, we were able to maximize all its features. It also had an update and removed the indentation and quotation feature when writing an email. Review collected by and hosted on G2.com.

The interface is very user-friendly, and the integration of complementary tools makes its use more personalized for the company's activities. Review collected by and hosted on G2.com.

Lack of customization. As a person with autism with light sensitivity, it would be great if the platform had a dark mode. The wide white interface hurts the eyes. Review collected by and hosted on G2.com.

Earlier Gladly has some issue during two conversation at same time, while moving from one chat to another one it mixed the chats of both customers but later it was fixed by devlopement team and now it's running smoothly. Review collected by and hosted on G2.com.

For more convenient they can make another way to search any topic in short way or by using a shortcut key Review collected by and hosted on G2.com.

Gladly was a game changer for our contact center, helping us to achieve true omni channel.With their reporting we have been able to better track the customer journey and pain points, developing better strategic management and fixing customer issues. With the added addition of AI, which we launched a few months ago, we have been able to decrease our contact volume and better the customer's experience. Review collected by and hosted on G2.com.

I have nothing to dislike about Gladly, they have been fabulous. Review collected by and hosted on G2.com.

Gladly is very user-friendly and very convenient in helping advocates in providing quality customer support. This is an everyday use and helps you connect with the customer through email, chat or phone call. It's like a combination of two tools that you need, you can do a lot of things using Gladly. It will help you to accomplish all the today's tasks every day. It can also indicate your status like if you are working, on breaks or meetings or if you already out from work. Review collected by and hosted on G2.com.

I haven't experienced some downside of Gladly so far. Review collected by and hosted on G2.com.

With a 4-minute ACT, it allows us time to finish taking notes following live conversations, such as phone calls. However, data from incoming calls and chats can be easily traced back, particularly if the client has a history, and it appears that they were never erased. Review collected by and hosted on G2.com.

When a customer contacts you through a chat channel and an assigned email is sent, it will be automatically assigned to you as well. However, there are instances when you will miss that chat because we are too busy answering emails to check for pop-up notifications and assume that no chat will arrive because we do not turn on the live channel for chat. Review collected by and hosted on G2.com.

How easy it is to use and it offerss great features. My favorite would probably be the liveboard as well as the translate option. It makes it better to work with customers and provide smooth customer support. Review collected by and hosted on G2.com.

That I am not able to click anything else on the screen when a call comes up. and that there is no cool down time between chats. Review collected by and hosted on G2.com.