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.

That you can separate messages through different inboxes and have different access to each. Also the integration with our other system sis easy. Review collected by and hosted on G2.com.

Service through the account rep is slow. Review collected by and hosted on G2.com.

I like Gladly's nice design and visual appearance, along with its ease of navigation. This design minimizes eye fatigue when working with customer contacts for long periods. Additionally, I found the initial setup of Gladly to be very easy. Review collected by and hosted on G2.com.

Sometimes chats come in when on phone calls. Review collected by and hosted on G2.com.

We really appreciate how Gladly brings together all customer interactions from different channels into a single conversation, rather than splitting them across multiple threads. This approach is much more efficient than what we've experienced with other help desk solutions. Review collected by and hosted on G2.com.

The AI optimizations have progressed somewhat more slowly than those of other help desks, but since our customer base values a human touch, this hasn't negatively affected our brand. Review collected by and hosted on G2.com.

Now we are live on the Gladly platform I am really impressed with OOB reporting. I've also been able to create customised dashboards to meet our specific needs very easily. From initial launch with just email and now on a phased implementation of chat and sidekick - who we have named Basil - we are really getting up to speed. All this at our busiest time of the year so we have had more business intelligence and statistics to support the rising demand. The support from our implementation team has been very helpful and as we transition to a Customer Support Manager I have found the Gladly team to be very reactive and knowledgeable. We have seen our suggestions and requests implemented within weeks. Something we used to wait months for with our previous vendor. We've integrated Shopify, Assembled, Medallia to name a few and we still have some perfecting to do on how these integrations work we have found Gladly to be a very helpful partner. We are using Gladly 24/7 for a global customer base and the we pushed for the translation features to be launched as that was an essential for us. Being able to be part of the testing team and meeting with the developers has increased our confidence in the continued investment in the system and our belief that it is only going to go from strength to strength. Review collected by and hosted on G2.com.

Being located in Scotland we are out of timezone for Gladly HQ and we would love to see live support available across more time zones. Although kudos to the Gladly team who do some very late and early hours to accommodate their global customers! Review collected by and hosted on G2.com.

The best part about Gladly, in my opinion, is that it creates a full client story that develops over the course of time rather than displaying isolated tickets. In fact we are able to scroll through the years of channel interactions with a client and understand the complete history of interaction together with the preferences in a span of times. This rich context enables us to be active in anticipating the upcoming needs or pick up on previous conversations so that making connections with every point of contact becomes a truly personal experience. It is actually in favour of our long term client relationship model. Review collected by and hosted on G2.com.

Although the conversation thread is rather strong, at other times, internal notes by different agents may overwhelm the timeline of a client and searching critical information rather quickly will be somewhat complicated. There was also the feeling that it was a bit more complex to create custom attributes for unique client profile with highly specific bits of information than I expected. I would also prefer much more granular settings with respect to the notifications. Review collected by and hosted on G2.com.

I like using Gladly for its ease of use and the workflow it provides. It's very beneficial for addressing simple questions for customers, making the process smoother for me. Setting up Gladly was super easy, which is a plus. Review collected by and hosted on G2.com.

I think it would be better if there were different sounds for different things to make them more distinguishable. Review collected by and hosted on G2.com.

Gladly connects seamlessly with Shopify right out of the box — setup was incredibly easy, and my team was up and running in no time. The AI capabilities and global translations are also huge wins. My agents can now chat and email customers in virtually any language, which has been a game changer for international support and response times. Review collected by and hosted on G2.com.

I wish Gladly allowed for more Shopify admin functions to be handled directly within the platform. Ideally, it would be the single tool my customer service team needs to work in, without jumping back into Shopify for certain tasks. Also, once emails or chat apps are created, you can’t archive or delete them, which makes managing changes or old inputs a bit clunky. Review collected by and hosted on G2.com.