--- title: Gladly Reviews meta_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1113 reviews by the users' company size, role or industry to find out how Gladly works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 1113 scale: '5' date_modified: '2026-07-22' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Gladly Reviews **Vendor:** Gladly **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,113 ## About Gladly The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/. ## Gladly Pros & Cons **What users like:** - Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. (191 reviews) - Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. (135 reviews) - Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. (128 reviews) - Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. (105 reviews) - Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. (78 reviews) - Intuitive (68 reviews) - Customer Satisfaction (67 reviews) - Interactions Management (62 reviews) - Simple (62 reviews) - Time-saving (62 reviews) **What users dislike:** - Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. (40 reviews) - Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. (31 reviews) - Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. (31 reviews) - Users experience a **slight learning curve** initially, but onboarding support helps ease the process. (30 reviews) - Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. (30 reviews) - Users often experience **call issues** with Gladly, affecting their communication quality and overall usability. (29 reviews) - Users experience **technical issues** with Gladly, including speed problems and difficulty managing multiple chats simultaneously. (29 reviews) - Users experience frustrating **chat functionality issues** , including glitches, loading problems, and difficulties with account management. (28 reviews) - Users frequently experience **slow loading** issues with Gladly, impacting their daily processes and conversation accessibility. (27 reviews) - Poor Reporting (25 reviews) ## Gladly Reviews ### 1. Nifty Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Gladly?** Automation. Clean Interface. Doesn't crash. **What do you dislike about Gladly?** Unable to resize Gladly Answers pop-up. Unable to have Gladly Answers on another tab. **What problems is Gladly solving and how is that benefiting you?** While imperfect, it aligns with external CRMs to pull information from them. ### 2. Detailed, accurate, and efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2024 **What do you like best about Gladly?** I love how easy it is to navigate, and the way it displays the work load. **What do you dislike about Gladly?** I don't have any dislikes. Everything is pretty good to me. **What problems is Gladly solving and how is that benefiting you?** It helps our team solve open and closed cases for customers in need of a clear vision. ### 3. Is user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2024 **What do you like best about Gladly?** I like the templates because they are easy to find and personalize **What do you dislike about Gladly?** I don't like that I am unable to merge 2 customers when sometimes the only diference is an email or phone number, also that I have to activate the SMS on the phone number to be able to send SMS **What problems is Gladly solving and how is that benefiting you?** Customer genarl inquiries, policies and complaints ### 4. Great app **Rating:** 5.0/5.0 stars **Reviewed by:** Keisha A. | Customer Service Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Gladly?** I love Gladly, I have had great experiences using this app **What do you dislike about Gladly?** I don't have any dislikes about the app so far **What problems is Gladly solving and how is that benefiting you?** Gladly is helping me to assist customers on a daily basis ### 5. Gladly Review **Rating:** 5.0/5.0 stars **Reviewed by:** Yosigey M. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Gladly?** I like that Gladly is very easy to use and that it always looks like it has answers for every question my customers ask I also like the layout because it is simple and easy to navigate **What do you dislike about Gladly?** I wouldn't say I like that sometimes the information moving back and forward from the other website we use (zingtree) does not get adequately imported into each other, and that confuses me when finishing my interactions **What problems is Gladly solving and how is that benefiting you?** I think that Gladly itself is a multi-tasking app that solves the problem of organizing times to comply when tasks that I complete as well as organizing the information I gather in daily basis I would safe it is an all in one app ### 6. It Is a very helpful tool **Rating:** 4.5/5.0 stars **Reviewed by:** Loreno O. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about Gladly?** It is easy to pull the reports per agent. **What do you dislike about Gladly?** Sometime is hard to find correct topic to close a conversation. **What problems is Gladly solving and how is that benefiting you?** Like mentioned when it comes to the reporting, it a friendly tool to use. ### 7. great system to use **Rating:** 4.5/5.0 stars **Reviewed by:** Michael H. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Gladly?** its very smooth and easy to use and understand i have had very little issues so far **What do you dislike about Gladly?** the button placements is the one thing i do not like if you have to dismiss a chat sometimes if you are getting multiple chats in and go to hit the button it will vanish and you end up pushing the phone and or chat button **What problems is Gladly solving and how is that benefiting you?** it makes work very smooth and i have no issues at all when working each day. ### 8. Wonderful Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about Gladly?** I love the ease of use and that different methods of communication are able to be seen in one spot. Decreased duplicated work. **What do you dislike about Gladly?** Customers who use more than one email - cannot always link them together if each email has a profile already. Internal merging is not allowed for already existing profiles. **What problems is Gladly solving and how is that benefiting you?** Centralizing all methods of contact in one area to allow for more streamlined approach. ### 9. It is amazing! Never seen anything better! **Rating:** 5.0/5.0 stars **Reviewed by:** Shadaye C. | Customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2024 **What do you like best about Gladly?** It is very easy to use, all information is clear and straightforward. Helps me with my job the best! It helps provide exceptional customer service and has many amazing features that make my work easier, I just love it! **What do you dislike about Gladly?** There is not much to dislike really. All features are great **What problems is Gladly solving and how is that benefiting you?** It provides prewritten answers that helps enhance my sentences to give customers a better understanding of my results. ### 10. Sometimes it does glitch and re route conversations. We could add some more updated templates for QA **Rating:** 4.5/5.0 stars **Reviewed by:** Magnolia Michelle D. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Gladly?** Easy to use, has some templates to send the customers. **What do you dislike about Gladly?** Glitching. Sometimes it does glitch and re route conversations. We could add some more updated templates for QA **What problems is Gladly solving and how is that benefiting you?** Picking up calls, chats, routing, tasks. ### 11. The best CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Joel A. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Gladly?** The usefulness in managing a customer's profile. The way the call system works, the topic section, everything is very easy to read, to understand where it is and remember it for subsequent calls. The Liveboards feature is increadibly useful in checking the trends to know when the peak hours are. It helps provide better customer support since we don't have to take very long filling information on customers. **What do you dislike about Gladly?** Sometimes there are glitches. Having to always place a toppic on a conversation before closing also is something that proves difficult when the topics don't match the content of the call itself. Other than that I can't think of anything else **What problems is Gladly solving and how is that benefiting you?** The need for a CRM is big here, that is the only way to assist customers and Gladly makes it extremely easy to manage each one, manage the calls, their emails and information. It benefits us by being more efficient and helps us provide faster, more accurate assistance to our customers. ### 12. I have has an overall great experience using gladly to comunicate with customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Marlen P. | Team maanager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2024 **What do you like best about Gladly?** it is very user friendly and it has the knowlege feture that helps you find important information very easily. You are vale to comunnicate with customers in an easy way and quickly. it is very easy to use and i use it every day. **What do you dislike about Gladly?** Nothing! As i mentioned, Gladly is a very efficiant tool and very easy to use. **What problems is Gladly solving and how is that benefiting you?** it is helping us assist different customer serice scenarios, by the way that the gladlly awnsers are developped, it helps us to further assist the customer and follow up with them as much as needed. ### 13. Amazing Platform **Rating:** 4.5/5.0 stars **Reviewed by:** V f. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Gladly?** It's super user-friendly. All the contact are located under the same platform. **What do you dislike about Gladly?** Too much editing before sending emails, with the millions Topics and notes and task an all. **What problems is Gladly solving and how is that benefiting you?** It's making it easier to follow-up any situation with any customers since all of them are linked under the customer's contact history. It's making the work we have to do much easier. ### 14. Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Haydee M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2024 **What do you like best about Gladly?** I really like how easy it is to navigate and find the answers i need in gladly it really is a good overal system that I enjoy **What do you dislike about Gladly?** nothing i can think of off the top of my head **What problems is Gladly solving and how is that benefiting you?** not sure i use glady at the job i am now first time i have used it ### 15. A convenient platform for collaborating with your colleagues resolving client issues. **Rating:** 3.0/5.0 stars **Reviewed by:** Alex g. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2024 **What do you like best about Gladly?** Great User Interface, fast response and easy layout. Great implementation into our POS system. **What do you dislike about Gladly?** Some of the functions are confusing ( i.e. NEXT button creates a task and moves to next - took me some tries to realize what was happening) Adding a task - assigning it to someone else is not an intuitie step, as they all get assigned to yourself unless you choose to change assignent. **What problems is Gladly solving and how is that benefiting you?** Keeping every member of the company informed and connected. ### 16. What a great product! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Gladly?** In the ever-evolving world of customer service, Gladly has emerged as a transformative force, empowering businesses to connect with their clientele on a deeper level. By prioritizing personalized interactions and fostering lasting relationships, Gladly redefines the customer service landscape, delivering exceptional experiences that drive loyalty and growth each and every day. At the heart of Gladly's success lies its holistic approach to customer interactions. Unlike traditional platforms that compartmentalize customer conversations, Gladly seamlessly integrates all communication channels – email, chat, phone, and social media – into a unified view. This unified conversation view empowers agents to see the complete customer journey, providing a comprehensive understanding of their needs and preferences. Armed with this knowledge, agents can deliver personalized support that goes beyond resolving issues, fostering genuine connections that build trust and loyalty. **What do you dislike about Gladly?** A potential drawback is Gladly's complexity. While its comprehensive features and advanced capabilities can significantly enhance customer service operations, they may also present a learning curve for agents. Thorough training and ongoing support may be necessary to ensure agents can fully utilize the platform's potential. Additionally, the integration process with existing CRM systems and business applications may require technical expertise to ensure seamless data synchronization and streamlined workflows. Finally, there is the occasional glitchy interaction that may halt the workflow from time to time, though gladly does a great job with getting things back up and running. **What problems is Gladly solving and how is that benefiting you?** There was a point where interactions for the business became harder to follow. Gladly seamlessly integrates all communication channels – email, chat, phone, and social media – into a unified view. This unified conversation view empowers agents to see the complete customer journey, providing a comprehensive understanding of their needs and preferences. Armed with this knowledge, agents can deliver personalized support that goes beyond resolving issues, fostering genuine connections that build trust and loyalty. ### 17. Amazing! **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole F. | Enterprise (> 1000 emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Gladly?** Gladly it's so easy to use, it's perfect to keep record of previous interactions with customers and I love the conference option. **What do you dislike about Gladly?** Nothing, I love how practical and functional it is. **What problems is Gladly solving and how is that benefiting you?** It's easy to communicate with cuatomers and keep record of previous interactions to analyze the situation better every time we speak to them, the conference option allows us to contact other facilities or warehouses when needed without hanging up on the customer. ### 18. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about Gladly?** All the conversations in one place, it is great to be able to have it all in one place. **What do you dislike about Gladly?** I do not like that Gladly requires you to constantly move your mouse. **What problems is Gladly solving and how is that benefiting you?** Gladly is helping me solve to help customers in a faster and better way. We provide solutions in a faster way. We connect to our people in an easy way. ### 19. Gladly perfectly integrates systems for easy customer interactions **Rating:** 5.0/5.0 stars **Reviewed by:** Alicia W. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Gladly?** I like that I can see the entirety of the customer's interactions on the account **What do you dislike about Gladly?** I don't like the new call transcriptions **What problems is Gladly solving and how is that benefiting you?** Order issues are solved seamlessly with Gladly. ### 20. Customer Support Approved **Rating:** 4.0/5.0 stars **Reviewed by:** Wolfie Y. | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2024 **What do you like best about Gladly?** It is a very convenient platform. I appreciate that it is somewhat modular, so features and information can be added by our company to make helping customers more efficient and speedy. I like being able to link profiles, consult resources, and to have everything be so neat. **What do you dislike about Gladly?** I do dislike that it glitches at times. You may miss calls because the incoming call banner does not pop up, or the if you close a duplicate page. **What problems is Gladly solving and how is that benefiting you?** Convenience and accessibility. It is very easy to use. ### 21. Great everyday Tool to use Daily **Rating:** 5.0/5.0 stars **Reviewed by:** Yara R. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2023 **What do you like best about Gladly?** Most helpful thing about Gladly is the fact that all the information is in one spot. I like the fact that you have the customer information in the same spot where you could call, email, or chat. **What do you dislike about Gladly?** i do not like the fact that you do not have the history information of customers that have been assisted by you throughout the day. **What problems is Gladly solving and how is that benefiting you?** The ease of access to all customer information the availability to create profiles for new cusrtomer all in one place. Resolves the need to have multiple systems to store customer information and too reach out to customers ### 22. Best with managing contact center and support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Jerry B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gladly?** Gladly is the best platfrom to drive customer into a loyal customer. All our customer support agent love it when they can connect to multiple integration software like Shopify into the system for an easy and fast access. Easy to use and better customer support can be achieve with Gladly. We use Gladly everyday because they are easy to use and implemeted. **What do you dislike about Gladly?** One of the thing that I dislike about Glaldy is with the phone support. Customer voice is sometimes can't be heard and we need them to repeat what they are trying to convey. **What problems is Gladly solving and how is that benefiting you?** We have found a new method to satisfy our customer support needs which is Customer Self-Service. Now they can find the information that they need like tracking number or parcel information by themself without having to connect with the support agent. ### 23. It is very user friendly and helps you do your job easier. **Rating:** 5.0/5.0 stars **Reviewed by:** Jose M. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 28, 2024 **What do you like best about Gladly?** I liked how you can add task to yourself, so you will not forget anything. **What do you dislike about Gladly?** Everything is great! I think it is the best tool I have erver worked before. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me to give the best customer service experience because it allows me to follow up with my clientes, and get greats reviwes and CSAT. ### 24. Realy Easy To Use **Rating:** 5.0/5.0 stars **Reviewed by:** Arianna A. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gladly?** The ease of access to consumer interactions and data, also allows you to make contact with them in different methods. **What do you dislike about Gladly?** What I dislike is that the agents cant change status when they are on a call and they don't get another call if they have to go to Lunch or break **What problems is Gladly solving and how is that benefiting you?** It has resolved the problem of storing consumer information along with their data. Resolves the need for a phone system as Gladly is both a CRM and a system to communicate via voice, email, and chat. ### 25. Gladly functions well for serving customers through many methods of contact **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2024 **What do you like best about Gladly?** I like that Gladly can be linked to Shopify, to easily find customer accounts and orders. The conversation tags are useful for sorting and finding conversations by topic. **What do you dislike about Gladly?** The Gladly search function is sometimes hard to use. Sometimes search terms will bring up completely different customer or conversations that are unrelated. The Ctrl+F 'find in page' function does not work, at least in Google Chrome, which makes it difficult to find order/tracking numbers within a conversation. When copying and pasting in Gladly, the pasted text often also includes a number of new lines, as if the Enter key had been pressed a few times. **What problems is Gladly solving and how is that benefiting you?** Gladly makes it easy to sort incoming contacts by contact type, such as chat, social media, calls, and emails. Gladly is relatively easy to use, and connects well with Shopify. ### 26. Gladly Review **Rating:** 4.0/5.0 stars **Reviewed by:** Krystal J. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 04, 2024 **What do you like best about Gladly?** I love that you can see all the conversations in one spot but that you can also select the topic on the left-hand side to go to a certain conversation! The ease of applying macros is amazing. **What do you dislike about Gladly?** I dislike that I can not search for tasks and that you can not even search for keywords to locate them. I wish that you could link multiple Shopify accounts to one customer. **What problems is Gladly solving and how is that benefiting you?** The addition of the AI Summary has been life changing! ### 27. How easy it is to use gladley **Rating:** 5.0/5.0 stars **Reviewed by:** Kadisha P. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2024 **What do you like best about Gladly?** it is Ease of Use, sentence correction, I like Frequency of Use Ease of Implementation, Ease of Implementation. it helps me to provide good Customer Support and finally Ease of Integration I like the Number of Features **What do you dislike about Gladly?** "It's proving to be challenging to resolve the problem with the audio."lve the problem with the audio." **What problems is Gladly solving and how is that benefiting you?** "It helps me to provide excellent customer service." ### 28. Great Ease of Access to Customer Information **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan M. | team lead, Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Gladly?** The fact that you could easily search customer information by email phone number or name. Also like the fact that all my inboxes are divided and alerts that are given with overdue task. Their are so maany features available that make this a unique tool to use. **What do you dislike about Gladly?** The fact that I cannot log off other users if they forget to log off **What problems is Gladly solving and how is that benefiting you?** It has all the customer information in one spot that can easily be accessed when needed. It solves an issue with mis information and resolves having customer information being lost. ### 29. Great CRM for Conversational CX Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Ashley H. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2023 **What do you like best about Gladly?** I love that Gladly provides a conversational/holistic view of customers. Their usage of Topics and routing is something we really enjoy and use often to allow for efficient tracking of issues/topics as they arise. **What do you dislike about Gladly?** I wish that the out-of-the-box reporting was a bit more intuitive and minimally customizable to be a bit more useful. I also wish we could more easily search for terms/topics in a more efficient manner without needing tools like Looker for small companies. I also wish they brought back specific Account Executives assigned to companies. While their support team is great, it's always nice to have that relationship. **What problems is Gladly solving and how is that benefiting you?** It is a one-stop shop for all of our channels and allows us to look at customers in all their interactions in one place to avoid missing key information. ### 30. Director of Ecomm Ops & Client Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Gladly?** I love the ability to see all of a customers communications with our team, across channels, in one place. I love the ability to add a task so we can be sure to always check in with customers after resolving an issue for them. There are rarely bugs. Calling is clear. **What do you dislike about Gladly?** Reporting is not intuitive and it is time consuming to pull and review basic stats. **What problems is Gladly solving and how is that benefiting you?** Consolidating communications with our cross channel customers into one place. Ability to make longstanding notes on customers so in future circumstances we can reference those interactions. ### 31. The Most Seamless Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Justin D. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2024 **What do you like best about Gladly?** I love the conversation history, bringing so many channels into one easily readible customer history. **What do you dislike about Gladly?** That I can't control sound devices -- ie. ring out of computer speakers, calls from headset. **What problems is Gladly solving and how is that benefiting you?** Gladly gives me an easy place to keep customer interactions. ### 32. Swift, concise and efficient tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Samuel B. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 13, 2023 **What do you like best about Gladly?** Everything is well organized and established. The functions are easy to learn and easy to use, the interface is very user friendly and its sections are very complete. Everything is easy to access and implement. And it's the tool we use everyday. **What do you dislike about Gladly?** Sometimes it bugs a little bit. It's not rare to encounter an error message, or the phone and email buttons do not turn on/off while entering an Away state like Lunch or Break. **What problems is Gladly solving and how is that benefiting you?** It condenses all the CRM information into a very intuitive tool. Things like orders, products, contact information, everything on a single space, instead of browsing around multiple tabs. ### 33. User friendly for reps and customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wine and Spirits | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Gladly?** Everything I need to know about a customer is quickly available in gladly! I can easily reassign inquiries to the correct departments and do my job a lot more efficiently. **What do you dislike about Gladly?** No personal lines or direct lines for reps. **What problems is Gladly solving and how is that benefiting you?** Streamlining customer to the correct departments to receive the help and support they need! ### 34. Functional but needs improvements **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Gladly?** Easy to use platform that lets you respond to messages and calls in a timely fashion. The app let's you use AI to better your tone towards the customers. Customer support is made easier through the text, chat and voice functionality. It is easy to go back and see past chats and calls and the notes pertaining to them. **What do you dislike about Gladly?** There's a lot of glitches that make it difficult for customer service representatives to operate. Sometimes calls come in and there are no way to answer them. At other times, customers don't see the text messages as we are sending them. It definitely needs improvements. **What problems is Gladly solving and how is that benefiting you?** The issue of being able to answer messages and calls as they come in without lagging. Sometimes calls and messages come in and there is no way to answer them.Sometimes chats are transferred to other reps for seemingly no reason as well. ### 35. There's a reason it's called "Gladly" and not "Sadly" **Rating:** 4.0/5.0 stars **Reviewed by:** Matt R. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Gladly?** easy to use and navigate.. very user friendly. **What do you dislike about Gladly?** sometimes it's difficult to locate the Gladly Answer that i'm looking for when responding to a customer because you have to use very specific key words **What problems is Gladly solving and how is that benefiting you?** it's helping make our day to day operations more seemless.. i don't know what we'd do without it! ### 36. Impressive list of tools and fearures **Rating:** 4.5/5.0 stars **Reviewed by:** Daniel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** I love all the list that Gladly has for its features to handling customer support agents and clients. This platform can easily combine and control all the conversation medium between customer and agent into one, which has make it easy for us to perform performance analysis using Calabrio. **What do you dislike about Gladly?** We have no problem that is too apperent with Gladly. Small issues with the website response time that take some time to load customer data. **What problems is Gladly solving and how is that benefiting you?** The primary benefit that Gladly has shown is with the verity of communication medium that they can support. Our customer is happy that they can use the LiveChat platform to get immediate answer by the bots that we have set. We have no problem with assigning and managing support tickets anymore. ### 37. Gladly makes my day to day work experience very fluently and easy. **Rating:** 4.5/5.0 stars **Reviewed by:** Violeta A. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gladly?** What I like most about Glady is that it is very friendly user. With the proper training, one can learn to use this plataform very quick, and makes my job easier. This is a great software to manage the information about our custumers, and help them out **What do you dislike about Gladly?** Right know, I can not think about a downside of using Gladly in my job **What problems is Gladly solving and how is that benefiting you?** Gladly help us keep a record of the customers we help as a customer service agent. ### 38. I have used this system for the past 2 years itb very reliable **Rating:** 5.0/5.0 stars **Reviewed by:** patricio c. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2024 **What do you like best about Gladly?** the fast response on the system, I love the system **What do you dislike about Gladly?** it a very good system, please do nat make any change since the system is great **What problems is Gladly solving and how is that benefiting you?** Sometimes the system shows you away may be because it has low internet ### 39. Gladly is a great way to effectively communicate with customer. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Gladly?** Gladly is organized which makes it an easy and efficient platform to connect with customers and provide the best customer service possible. **What do you dislike about Gladly?** Like most software, there can be glitches that deter productivity. However, Gladly is good about getting their system working as quickly as possible. **What problems is Gladly solving and how is that benefiting you?** When in Customer Service, you need a reliable way to connect with your customers and Gladly provides that. It keeps all of the conversations organized and even allows you to add filters to easily identify conversations/ topics. ### 40. Improve customer support response time and quality **Rating:** 4.5/5.0 stars **Reviewed by:** Giovani W. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** We are happy with our latest customer support agent performance that able to help and close support ticket quicker in less time. Agents able to use this platform easily and has no issues with the training. Easy integration with Calabrio help us measure agent performance in real-time. **What do you dislike about Gladly?** We have use Gladly for two years and currently happy with all the positive results for our customer support segment. No dislike from us. **What problems is Gladly solving and how is that benefiting you?** Using the Live Chat and pairing it with the AI bots has producing a perfect customer support automation that helps customer find and solves their problem on their own. It helps clear many waiting time and our agent can spend more time with users that need human support. ### 41. Fast interaction with customers **Rating:** 4.5/5.0 stars **Reviewed by:** Elizabeth H. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** Gladly make our customer more comfortable to contacting us fro support. It is because they now have many option for the connection, and many have opted to use the Live Chat. The module make it easy for them to use, and we have seen spike of usage doubled after intoducing the live chat bot. **What do you dislike about Gladly?** Gladly has so many features and not all the features is suitable for us. We have to carefully choose the tools before start installing it into the system. **What problems is Gladly solving and how is that benefiting you?** Modern solutions and features by Gladly has saves our operating budget and yearly cost. We have reducing our manpower or support agents and replace it with the intelligence AI that can work 24/7 without extra cost. ### 42. Love Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Jose M. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2023 **What do you like best about Gladly?** It shows all the history of consumer interactions along with notes. Love the fact you can make contact with consumers via email chat and calls all In one place. **What do you dislike about Gladly?** Don't have any dislikes for Gladly at the moment the availability of changing interface color would be nice **What problems is Gladly solving and how is that benefiting you?** Having all consumer information in one place. It solved the problem of losing consumer information and having to use another program to make calls, email and chat ### 43. So convenient to use and helpful with my daily task **Rating:** 5.0/5.0 stars **Reviewed by:** sharmaine F. | csr, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2024 **What do you like best about Gladly?** It's easy to use that makes my job easier. **What do you dislike about Gladly?** Sometimes im having a hard time to pull my previous conversation with students **What problems is Gladly solving and how is that benefiting you?** Helps me to communicate and assist clients at all time. ### 44. Good with customer support and customer details **Rating:** 4.5/5.0 stars **Reviewed by:** David M. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** What make Gladly better than the others is because they can provide a quick customer rich detail in the first few second second after the customer connecting with the support platform. We can view their conversation history and shopping details to provide a better answer and follow up. It is easy for us and uses less time to closing the ticket for the customer support. **What do you dislike about Gladly?** The mobile application access is not easy to connect and it keep rejecting my credential when I am trying to login from a different devices. **What problems is Gladly solving and how is that benefiting you?** Using Glaldy as our virtual assistant to provide answer and solution to customer is effective. The flexible API is able to integrate with many type of software integration. ### 45. Streamlined customer support platform and quick response **Rating:** 4.5/5.0 stars **Reviewed by:** Betsy M. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** Time is the most critical with user support and Gladly has make it possible to responding to customer support ticket half the time that it used to need. We use it everyday and has no issues with the performance. The insight from the dashboard let us to monitor real-time support activity and data. **What do you dislike about Gladly?** No issue with Gladly. We love all the features and tools that helped us to autonated the conversation support with customer that we install on the Live Chat. **What problems is Gladly solving and how is that benefiting you?** The AI features to help manage the self serving platform is the most benefitted tools by Gladly. Users or customers from our big ecommerce website can find their order information easily by chatting with the live bot. ### 46. Unify customer support conversation in one place **Rating:** 4.5/5.0 stars **Reviewed by:** Deborah B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Gladly?** Gladly is able to unified all ou customer previous history and conversation into single place. This operation has make it easy for our agent to referring and seraching back all the infromation that they need to solves customer issues. **What do you dislike about Gladly?** I have nothing to dislike or any issues with Gladly. The developer team has been supportive and able to come out with solutions for any problem that we had with the platform. We have use Gladly everyday for two years. **What problems is Gladly solving and how is that benefiting you?** Gladly intelligent features has solved many of our previous issues with customer support center. We now can integrate the customer support platform with our Shopify shop easily and can display the data between the two software into one lifelong conversation display. ### 47. Gladly is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Nicoy D. | Agent, Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2024 **What do you like best about Gladly?** I like that gladly has a lot of features, and we use it very frequently **What do you dislike about Gladly?** I do not dislike anything about using gladly **What problems is Gladly solving and how is that benefiting you?** Helps interact with customers ### 48. Good to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Alecia S. | Customer Service Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2024 **What do you like best about Gladly?** Easy to work and move around to resolve issues. **What do you dislike about Gladly?** Time out too quickly while on interactions. **What problems is Gladly solving and how is that benefiting you?** Solving ### 49. Gladly is the best thing to come to the Customer Support Desk at my company **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley B. | Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2023 **What do you like best about Gladly?** Gladly offers us a way to keep all of our customers organized. Often, we have customers who reach out multiple times and Gladly easily compiles them in a cohesive way. The Gladly team, themselves- have been great in helpfulness and responsiveness. Thanks to Gladly, my team can work hybrid! We love the answers feature, and notes. Big fans of Gladly over here! **What do you dislike about Gladly?** The only "gripe" I have is that when we call out through Gladly to our customers, our company name does not display- it's only an 800 number, so customers don't always trust it. This is a miniscule problem compared to the amazing things Gladly DOES do. **What problems is Gladly solving and how is that benefiting you?** Gladly has empowered our team to be able to work hybrid (in office and WFH). Gladly has helped my company be able to successfully form a Customer Support TEAM. Being able to save answers for all team members to use is the most helpful tool. ### 50. Great experience with the digital customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Gabriella L. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** Setting a standard for our customer support services is easy because Gladly has many features and tools to control it. Support agents has to work by the rules and SOP that company has sets and it has producing the result that we expected. Using Simplr integration help manage the agent 24/7 operation. **What do you dislike about Gladly?** None. We have zero dissatisfaction or complaint about Gladly. We are able to use OrderGroove and paired it with this platform to manage users subscription. **What problems is Gladly solving and how is that benefiting you?** Consolidate many support service and agent performance evaluation on one platform has make the contact center work easier and better. All the control compliments each other and all the activity can be monitored right on the dashboard. ## Gladly Discussions - [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) - 2 comments, 1 upvote - [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) - 2 comments, 1 upvote - [Are you guys going to make this compatible with chromebook? Will this program be available on phones soons android or apple?](https://www.g2.com/discussions/are-you-guys-going-to-make-this-compatible-with-chromebook-will-this-program-be-available-on-phones-soons-android-or-apple) - 1 comment, 1 upvote - [How do I use gladly as a form of communication?](https://www.g2.com/discussions/how-do-i-use-gladly-as-a-form-of-communication) - 1 comment, 1 upvote - [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) - 2 comments, 1 upvote - [View Gladly pricing details and edition comparison](https://www.g2.com/products/gladly/reviews?page=6§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+10%3A57%3A57+-0500&secure%5Bsession_id%5D=bd30b61b-14bb-4f5d-8890-b20080c4b712&secure%5Btoken%5D=5aacd7ebfc6051381c6018dd3a60a7f91ecca86dfc3b5083a239b9ba2449c7f1&format=llm_user) ## Gladly Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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[Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Narvar](https://www.g2.com/products/narvar/reviews) - [NetSuite](https://www.g2.com/products/oracle-netsuite/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Playvox WFM](https://www.g2.com/products/playvox-wfm/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [sticky.io](https://www.g2.com/products/sticky-io/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zingtree](https://www.g2.com/products/zingtree/reviews) ## Gladly Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Functions** - Session Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Artificial Intelligence** - Learning - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Gladly Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,970 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,652 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,723 reviews)