Gladly Reviews & Product Details

During my time Managing the customer support team I have participated in the implementation of 3 different support tools.

We went to Gladly with the requirements of cutting costs, increasing efficiency, and leveraging AI in our conversations and reporting.

Gladly hit the mark on all of the above and they partner directly with WFM and Quality coaching tools that allow us to work directly through them versus having to source them on our own.

Since implementing Gladly we have increased our overall customer satisfaction, are meeting all of our SLAs across all channels and are leveraging their shopify integration. Review collected by and hosted on G2.com.

The only thing I could mention here is that their IVR for Voice is not as customizable as other companies allow which limits our ability to do things like Call Backs. Review collected by and hosted on G2.com.

What I like about Gladly is that it brings our fragmented customer communication together, in particular with our custom-order business. One of the clients that ordered a particular handmade item would juggle emails, DMs, and chats with us. Everything is now in one timeline and it is unbelievable in continuity. The second strength point is the ability to attach internal notes and even design mockups to the profile of a particular customer, and ensure that the entire team knows the complete picture of a particular request. Review collected by and hosted on G2.com.

My biggest problem is the reporting capabilities which seem to be rather stiff to our particular requirements. Attempts to drag highly tailored reports on special product requests or agent performance with such complicated cases are not as simple as I would have liked them to be. In addition, we had to put up some of our less used social channels to have a really seamless two way sync that took more hands on work at the beginning. Review collected by and hosted on G2.com.

I do love the fact that Gladly puts all customer chats in a single location. It is very useful in our little team since we can view a customers entire history irrespective of the last person who spoke with that customer. The speed at which we can screen through the emails and chats will help us not pose the same questions to the customer, which will always be valued by the customer. It causes us to appear a lot more organized and attentive. Review collected by and hosted on G2.com.

Reporting features might be stronger, particularly in terms of monitoring particular categories of inquiry level by time. Occasionally the establishment of new integrations is a little bit cumbersome, and I have to take more steps than I anticipate. Moreover, it has an excellent main functionality, but at the same time, I would like to see more customization features in the interface of the agent. Review collected by and hosted on G2.com.

IT IS VERY EASY TO NAVIGATE AND FIND ANSWERS Review collected by and hosted on G2.com.

Multiple messages during a chat, it was over whelming Review collected by and hosted on G2.com.

I like that Gladly makes everything feel more personal and human. Instead of bouncing around from agent to agent, it feels like one continuous conversation. It saves time and makes the whole experience way smoother. And I also like how easy it is to use. Review collected by and hosted on G2.com.

Sometimes it can feel a little overwhelming because there are so many features in one place. It takes some time to get used to, and if you’re new, it’s not the most beginner-friendly. Review collected by and hosted on G2.com.

Gladly actually does a fantastic job of maintaining the whole lift of engagement of each of the members with us. It implies that any of our teammates could go into the conversation that had happened months or even years ago and would not have to go searching through history to get the bigger picture. Such profound continuity helps in building true affiliations with our members. The clarity of the interface is also welcome as the visual hierarchy of various dialogues makes it easy to keep the flow of several open requests to the same person without cluttering the head. Review collected by and hosted on G2.com.

In some cases, it does not necessarily feel as comfortable building out genuinely complex automation rules especially when it comes to individual member lifecycle events. It is a little more hands-on setup than we were hoping to see in highly specific cases. Exporting some of our more detailed flow metrics of conversation output (specifically for our internal review purposes) can also be a little ungainly and lacking some filters on finer detail that we would prefer. Review collected by and hosted on G2.com.

One of the new things I really like about Gladly is the streamlined view of customer interactions. It keeps everything—from emails and chats to calls and social media messages—in one continuous thread, so it’s easier to follow the full history of a conversation. I also appreciate the improved search function and how quickly we can access order details or previous interactions without jumping between tabs. This really helps save time and improves the overall customer experience. Review collected by and hosted on G2.com.

While I don’t have any major dislikes about Gladly, one area that could be improved is the reporting feature. It can be a bit confusing for new users to navigate and customize reports. Making the reporting tools more intuitive or offering guided templates would help teams get the data they need more efficiently. Review collected by and hosted on G2.com.

Everything is streamlined well and all in one place. Review collected by and hosted on G2.com.

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 customers on the old site. The previous setup seemed more straightforward to use for everyone involved. Review collected by and hosted on G2.com.

The thing that I like right now is the way in which Gladly stores the whole history of each of its clients and represents them throughout many years. It is highly useful to our relationship managers to be able to get a complete journey of a client in a short amount of time before a strategic call, so that no detail is forgotten. The distinct differentiation between internal comments made by the team on one hand and the genuine client messages on the other hand on the same line is also ingenious. This keeps our sensitive internal strategy plans discreet and still has the full context of the team. Review collected by and hosted on G2.com.

The in-depth search feature in a multi-year, long client history can be a bit cumbersome when trying to figure out one specific thing about the past. I also regret that there were not many more simple methods of creating custom reports on individual relationship health metrics of unconventional service level agreements. Extremely specific client data fields initial configuration was also a bit more than hoped. Review collected by and hosted on G2.com.

The feature of Gladly to allow us to add tags and group customers together to conduct targeted follow up is extremely useful. We are able to follow up with customers that had a certain delivery issue last week proactively by their record. The internal sharing of notes within a conversation thread has also reformed the way we, as a team, work together on intricate cases. It prevents infinite internal email about problem of one customer. Review collected by and hosted on G2.com.

The search capability in the personal remittance history of a customer would have been more lenient regarding keyword differences. Implementation of getting our very specific loyalty program data to be fully integrated presented a few more challenges than we had initially anticipated We also have experienced some slight performance interruptions of a few minutes immediately after the performing of updates. Review collected by and hosted on G2.com.