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.

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.

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.

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.

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.

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.

Gladly is an outstanding engagement and communications platform. I have prior used platforms such as Salesforce and ZenDesk, which often fell short when trying to engage with customers across multiple channels - especially when it came to historical reviews. Topic timelines and intuitive search features also give users a powerful tool to find trends and targeted customer issues.

I also cannot understate the quality and spread of reporting available on the platform. OOTB there are several pre-made reports to give you a 360° view of your support team and customer metrics. Those of you familiar with OMNI or Google Looker will also feel at home with an Analyst license, allowing you to create your own custom reports and dashboards based on your company needs. This feature alone drive our entire CX department and gives countless actionable insights every month.

Gladly is a platform I cannot over-sell. Their support gives comprehensive care, their API documentation is supremely comprehensive and helpful for building connections and custom integrations, and the platform as a whole is easy to use every day from front-line support agents to department analysts. Review collected by and hosted on G2.com.

Gladly is a platform that's hard to find a downside for! On occasion we've had slow responses from the Support team on either enhancement requests or low-priority technical issues, however they have never failed to deliver on mission-critical bugs or requests. Review collected by and hosted on G2.com.

I love how Gladly keeps contacts in history and routes customers to the same employee when possible, which enhances continuity and fosters better relationship management with customers. The direct access to customer history, including having orders and previous conversations shown, is invaluable. This feature simplifies my workflow by ensuring I have all relevant information at my fingertips whenever I interact with a customer. I find the preservation and organization of customer records to be the best part of working with Gladly. Review collected by and hosted on G2.com.

I find it challenging to access all of the features in Gladly, which makes the tool less efficient for me. The AI features are often inaccurate, specifically in customer recaps, which are frequently off base. I would like to see improvements in AI accuracy. The current setup doesn't feel optimized for my specific needs. Additionally, I think Gladly could benefit from integrating payment options and having a better understanding of our troubleshooting process. Review collected by and hosted on G2.com.

I really appreciate being able to view the entire customer journey in one place, no matter where the conversation began. I love using Sidekick! It saves us so much time that I would have otherwise needed to hire more staff. The Answers feature has become our knowledge base and our single source of truth, which is a major advantage for any organization. Review collected by and hosted on G2.com.

In my experience, the most challenging aspect of using Gladly has been getting in touch with support. It feels like we lack a dedicated contact person we can rely on when we urgently need assistance. Review collected by and hosted on G2.com.

As a cybersecurity consultant with numerous clients, I appreciate how Gladly consolidates all my client communications in one place. I can view both emails and chats in a single, unified timeline, making it simple to track the complete history of each client. Whenever a client encounters an issue, I can quickly review all previous tickets and the actions we took, which enables me to provide support efficiently. I also value the platform's focus on people rather than just tickets. Review collected by and hosted on G2.com.

For my small consulting business, I find this software to be somewhat expensive. It also includes a lot of features that I don't use, such as those designed for e-commerce and shopping. My needs are much simpler, as I only require basic client support. I also found the setup process a bit challenging and needed some assistance to understand all the options. Additionally, I have noticed that the mobile app can be a bit slow at times. Review collected by and hosted on G2.com.

I am really enjoying using Gladly. As a Revenue Marketing Manager, my role involves understanding the entire customer journey. With Gladly, all conversations—whether by email, chat, or social media—are brought together in one place. Its 'people-centric' approach, rather than being 'ticket-centric', is what I appreciate most. This feature stands out to me.

Our support team can easily see which marketing emails a customer has received, allowing them to provide more informed responses. They no longer need to ask customers, "What email did you get?" This benefits me as well, since satisfied customers lead to increased revenue for the company. Having all customer history displayed in a single timeline is extremely helpful. Review collected by and hosted on G2.com.

At times, I feel that the reporting features are not really tailored for the marketing team. They work well for support managers who need to monitor agent performance, but I would appreciate having more reports that show how my campaigns are linked to support issues. Additionally, setting up the integration with our marketing automation tool (we use Hubspot) took a bit longer than expected. It wasn't very straightforward to get everything connected seamlessly. Review collected by and hosted on G2.com.

I use Gladly to communicate with customers via phone, chat, SMS, or emails. It makes direct communication easy and helps to create perfect sentences, corrects grammar, and has a lot of other tools. I like the tools that make texts longer and professional. I enjoy how it generates customer's information perfectly, so we know who we are speaking with, which makes communication easier. The initial setup was easy, signing in was great, and logging in daily is very easy. Review collected by and hosted on G2.com.

I think the technique of automatically rerouting contacts could be improved, especially when we are already working on it. Review collected by and hosted on G2.com.

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 previous tickets to better assist our associates. The setup was also very easy after going through the Gladly training provided. Review collected by and hosted on G2.com.

I find it frustrating that I can't have more than one tab of Gladly opened at the same time. Review collected by and hosted on G2.com.