--- 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: '2026-07-21' 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. Great tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2024 **What do you like best about Gladly?** Gladly is easy to use and has a lot of features **What do you dislike about Gladly?** We need options to edit a message or delete after sending **What problems is Gladly solving and how is that benefiting you?** Helping customers ### 2. Friendly interface and easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Suhailah A. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2023 **What do you like best about Gladly?** Instead of using separate "tickets" for each client interaction, a single discussion is the central hub. Whether a customer contacts you through phone, chat, or email, you can easily access their interactions in a unified profile. **What do you dislike about Gladly?** Despite Gladly's imperfections, your Gladly support team will always appreciate your input. When I've been using Gladly for several hours straight, the keyboard occasionally lags. **What problems is Gladly solving and how is that benefiting you?** Thanks to Gladly, we have a powerful, all-inclusive system that can meet all of our customer's requirements. One that I am pleased to put to regular use. We previously used a platform that needed more interconnected and could not centralize all interactions. ### 3. Great team and partner. **Rating:** 4.5/5.0 stars **Reviewed by:** Cody G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Gladly?** Their team acts as a partner in the success and use of their product. They are active in the conversation about what to tackle next. They are quick to respond to questions and make it easy to further our use of their products. **What do you dislike about Gladly?** I don't have any negative feedback. Our use of them has been a good experience. Overall, implementing some things could have been faster, but that is also due to delays. **What problems is Gladly solving and how is that benefiting you?** Thankful is classifying the types of requests we receive to better assign SLAs to certain workflows. They are also providing order status information to customer inquiries as well as FAQ information to general questions. **Official Response from gina vivar:** > Hey Cody! Thank you so much for the kind review! Our team loves working with y'all and are so glad you enjoy our partnership! ### 4. How it simplifies communication and empowers our support team **Rating:** 4.5/5.0 stars **Reviewed by:** Jose Luis L. | National Customer Service , Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Gladly?** What's great about Gladly is how it updates instantly and lets you speak directly with customers. We use it for talking to customers and to each other in the office. It's super easy to keep track of customer calls and the jobs we've done. Plus, being able to look back at old customer calls and notes is really handy. **What do you dislike about Gladly?** Sometimes, Gladly has a glitch where it stops working and I lose a call, which looks bad on me. Also, if a customer isn't assigned to me and I don’t know their details, it can be hard to find them, even if I was connected to the case before. **What problems is Gladly solving and how is that benefiting you?** Gladly is key in making our customer support better. It lets us handle all types of customer chats from one place, and its 'Answers' feature helps our team learn faster. More importantly, it has greatly cut down on our pile of emails and calls, which means we offer better service and keep our customers happy. ### 5. Gladly is great! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 23, 2023 **What do you like best about Gladly?** It has so many functions in one application. Easy to use. **What do you dislike about Gladly?** I wish there was an "undo" button for emails to prevent the email from sending if there's any spelling mistakes. **What problems is Gladly solving and how is that benefiting you?** The AI Summarize option is really great to leave important notes ### 6. Achieving peak efficiency in customer communication **Rating:** 4.5/5.0 stars **Reviewed by:** Natalia O. | Customer Services Coordinator - Croydon Campus, Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Gladly?** What's great about Gladly is how it makes talking to customers smoother. It puts all the ways a customer has contacted us together in one place, so the conversation makes sense. This helps me know what the customer's past experiences are and lets me give them a service that's just right for them. **What do you dislike about Gladly?** One thing Gladly could do better is how it connects with other systems. It works with some setups, but it doesn't support all CRM systems, which could make it hard for businesses that use particular tech setups to start using it. **What problems is Gladly solving and how is that benefiting you?** Gladly fixes the issue of having customer conversations all over the place. It puts all the ways a customer contacts us into one conversation, so we don't have to keep switching between systems or channels. This means we spend less time on paperwork and can give a more personal, speedy service to customers. ### 7. Interface on 10! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Gladly?** I love Gladly for the ease of use. Everything is streamlined, no missed communication, and customers are happy! Customer support is BIG in our industry and gladly helps with that. The number of features, ease of integration, and frequency of use help as well. **What do you dislike about Gladly?** I hate that when I step away to help customers in person, I always have to select what I was doing in the meantime. **What problems is Gladly solving and how is that benefiting you?** Gladly solves customer issues and communications. ### 8. Gladly, Super tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2023 **What do you like best about Gladly?** Excelent to work with customers, always upto date with the best features. **What do you dislike about Gladly?** not much, has been updated recently and everytime gets better **What problems is Gladly solving and how is that benefiting you?** be able to better communicate with customer and have multiple ways from them to contact us. ### 9. Great Software Service. **Rating:** 4.5/5.0 stars **Reviewed by:** Julio A. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2023 **What do you like best about Gladly?** Gladly's user interface is very intuitive and user friendly. It consolidates many different functions and features into one platform and I greatly enjoy using it. **What do you dislike about Gladly?** The only thing I have had an issue with is my time punches. Sometimes Gladly marks me down as if I took an hour lunch and I'm not quite sure why. **What problems is Gladly solving and how is that benefiting you?** By having the Liveboards, Analytics, and Contact Center, which allows multiple communication channels, all in one, the service is superior to any other Software Service for these purposes in this industry. ### 10. A great platform to switch to **Rating:** 5.0/5.0 stars **Reviewed by:** Brian D. | Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Gladly?** Gladly allows our company to have all of our customer communications in one spot. Also, our previous service, Natterbox, would crash a lot and cause serval problems across the team and since switching to Gladly in December we have not experienced any problems **What do you dislike about Gladly?** I don't like that there is not an active wallboard that physically shows how many teammates are currently on phones. Also not a big fan of the liveboard that Gladly does have as it is not user friendly and not physically aesthetic **What problems is Gladly solving and how is that benefiting you?** Ever since using gladly I don't experience dropped calls and having multiple issues with guests not being able to hear me. I also love that we can listen to the call recordings of any of the teammates as it makes it alot easier to track and do my job ### 11. Gladly is quick and very simple to understand. **Rating:** 5.0/5.0 stars **Reviewed by:** Teejay M. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2024 **What do you like best about Gladly?** the answer section is very good, I am able to help the customer swiftly. **What do you dislike about Gladly?** sometime it glitches and takes a 20 second to refresh **What problems is Gladly solving and how is that benefiting you?** it has a very good english feature ### 12. Gladly provides easy interaction across multiple projects **Rating:** 4.5/5.0 stars **Reviewed by:** Caitlin B. | Project Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Gladly?** I love the ease with which Gladly handles multiple interactions. Its systematic distribution of tasks has been a tremendous boon for my staff, giving us the unfettered freedom to switch between them at will - it's our most valuable asset! But there is much more to using Gladly: its ability to seamlessly integrate with existing systems saves time spent searching for answers. It truly stands out among other platforms for its outstanding performance on all fronts. **What do you dislike about Gladly?** Before joining the Gladly team, I was a member of the Drift web chat team. Unfortunately, some features in Gladly fall short and prevent me from fully transitioning from my "ex". Specifically, there's no way for customers to quickly receive an email with their entire conversation transcript, which is essential for providing fast customer service. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me better manage my customer communications and saves me valuable time. It makes it so much easier for customers to provide their purchase information in a quick, efficient way that I can process quickly. ### 13. Nice experience with this product **Rating:** 4.5/5.0 stars **Reviewed by:** Hamim S. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Gladly?** Wow, that's awesome! My CS environment is as straightforward as this one. So user-friendly for interacting with clients. They like that we can easily track down purchases and that Shopify is integrated into our system. There will be no need to use multiple resources because everything you need will be right there. **What do you dislike about Gladly?** Happily, we rarely run into difficulties. The only problem I've had is that occasionally, I cannot merge or link accounts for no apparent reason. In most cases, closing and reopening Gladly fixes the issue. **What problems is Gladly solving and how is that benefiting you?** We know how to assist all customers because the database has every document from consumers, whether they are found via email or name. In addition, learning how to perform multiple tasks by doing phone calls and messaging with our consumers has helped me a lot with managing things. ### 14. Easy communication and connection with customer **Rating:** 4.5/5.0 stars **Reviewed by:** Safwan A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Gladly?** My employees and I have benefited much from the streamlined assignment of duties made possible by this remarkable resource. Its superior performance in every category makes it stand out from competing platforms. **What do you dislike about Gladly?** It bothers me that there needs to be a live wallboard showing how many people on the team are texting or using other forms of electronic communication. I'm neither a fan of Gladly's Liveaboard because it could be more attractive and intuitive. **What problems is Gladly solving and how is that benefiting you?** It saves me time and makes handling my interactions with customers easier. It allows clients to submit their payment details in a method that's quick and easy for me to complete. ### 15. Great for finding answers when working fast. **Rating:** 5.0/5.0 stars **Reviewed by:** karen d. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Gladly?** How easy it is to navigate through the system, very easy to use and very usefull. **What do you dislike about Gladly?** Can glitch out sometimes when using it. Sometimes the phone keeps ringing. **What problems is Gladly solving and how is that benefiting you?** It benefits me in my everyday work day with helping me find the answers quickly. ### 16. A new and streamlined way of dealing with customer questions and worries. **Rating:** 4.5/5.0 stars **Reviewed by:** Ellen G. | Assistant Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gladly?** Gladly has actually transformed our consumer assistance by focusing on the human element of communications rather than treating them as plain tickets. This method includes an individual touch to our client assistance solutions. Furthermore, the system's capacity to improve interaction throughout several networks has actually significantly enhanced our group's effectiveness. **What do you dislike about Gladly?** Reaching grasps with the complete collection of Gladly's attributes can be frustrating at first. The large variety of capabilities requires a devoted onboarding procedure. **What problems is Gladly solving and how is that benefiting you?** Gladly has actually considerably lowered the redundancy in our client communications. By systematizing info, we no more require to ask clients to duplicate themselves boosting their experience. ### 17. Best Platform to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Travis R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2023 **What do you like best about Gladly?** We are able to utilize this as a communication platform to colleagues that are not in the same location as us.It is very helpful and user friendly **What do you dislike about Gladly?** I don't think there is anything I dislike about it. **What problems is Gladly solving and how is that benefiting you?** It does reach outs for us to all of our drivers and employees. ### 18. Perfect product and solution for CRM **Rating:** 4.5/5.0 stars **Reviewed by:** kamisah s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Gladly?** Thankfully, our platform boasts first-rate customer service that allows communication via any preferred channel. You may reach them through email, telephone, or live chat. **What do you dislike about Gladly?** I don't like that changes to, or comments on tasks don't trigger any external notice (email or desktop). More people's attention may be maintained on their work if they receive some external notice. **What problems is Gladly solving and how is that benefiting you?** Gladly takes care of the problem of scattered customer discussions. It consolidates the various channels a consumer may contact us into a single dialogue, saving time and effort. This allows us to dedicate less time to administrative tasks and provide quicker, more attentive service to our patrons. ### 19. Gladly is focused on bridging communication gaps and improving customer relations **Rating:** 4.5/5.0 stars **Reviewed by:** Andrew S. | Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 16, 2023 **What do you like best about Gladly?** Gladly stands out due to its ability to streamline various communication platforms into one cohesive narrative. With real-time data available, agents can engage more effectively, making the customer feel valued and understood. **What do you dislike about Gladly?** Training new team members on Gladly can initially be challenging because of its vast array of features. Additionally, certain integrations with third-party tools can be finicky, occasionally demanding manual adjustments. **What problems is Gladly solving and how is that benefiting you?** With Gladly, businesses can break down communication silos, offering an integrated approach to customer engagement. The result? Quicker solutions to customer queries and a boost in customer satisfaction. Plus, the insights gained pave the way for better strategies. ### 20. Streamlined Customer Service Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Claire H. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Gladly?** Setting rules for prioritizing cases, and getting them in the hands of the correct agents is straightforward, allowing for streamlined contacts with customers in priority order. **What do you dislike about Gladly?** The whole product would greatly improve if there was an app or a mobile version, even if the functionality isn't as complete as the web version. **What problems is Gladly solving and how is that benefiting you?** Having the full context of a customer's experience with the product and customer success team helps us provide holistic responses and increase customer satisfaction ### 21. I have been using Gladly with my job and it has been a very valuable tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2024 **What do you like best about Gladly?** I like the reliability of the system and the number of features. **What do you dislike about Gladly?** If it's idle for over 30 mins, it goes out and you have to log back in. **What problems is Gladly solving and how is that benefiting you?** N/A ### 22. As a Supervisor in customer service this tool has helped me improve in some areas of my daily tasks. **Rating:** 5.0/5.0 stars **Reviewed by:** Gabriel V. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Gladly?** Gladly is very helpful in communicating with our consumers through multiple channels such as email, phone, social media, and chat. Gladly aims to improve the customer experience and streamline customer support operations for businesses. **What do you dislike about Gladly?** The downside of Glaldy could be the concerns about data privacy and security for a business when using a third-party platform. Businesses should be sure to thoroughly review Glaldy's privacy and security policies to ensure that customer data is being handled appropriately and securely. **What problems is Gladly solving and how is that benefiting you?** The problems that are helping us solve are our warranty claims process and our sales department procedures. Gladly's platform helps out streamline our customer support operations processes, reducing response times and improving the overall efficiency of our operations. ### 23. easy going app **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** January 04, 2024 **What do you like best about Gladly?** I like that it is very friendly appliation **What do you dislike about Gladly?** everything is helpful on the Gladly application **What problems is Gladly solving and how is that benefiting you?** you are adding diferents settings that are helping to better comunicate with customers ### 24. its easy system to me to be able to keep up with your breaks and time keeping **Rating:** 5.0/5.0 stars **Reviewed by:** emmanuel f. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 03, 2023 **What do you like best about Gladly?** i like how it mointers my time for lunch break and et **What do you dislike about Gladly?** i had small hard time finding the customer supppot hand book but it got easier **What problems is Gladly solving and how is that benefiting you?** its helping keep track of loging in and out ### 25. Integrate easily with other **Rating:** 4.5/5.0 stars **Reviewed by:** Kadijah A. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2023 **What do you like best about Gladly?** The Gladly platform is fantastic, and I like how well it works with other programs. My office needs it because it coordinates many business processes well, and the UI is straightforward. **What do you dislike about Gladly?** When I try to use two Gladly tabs at once, the issues annoy me. I utilize two accounts, one to see what needs doing and the other to accomplish it. **What problems is Gladly solving and how is that benefiting you?** With the aid of Gladly, I can keep track of all of our voice communications with consumers and listen to previous discussions, regardless of whether they were conducted through voice, chat, or email. ### 26. Great experience **Rating:** 5.0/5.0 stars **Reviewed by:** Ale E. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2023 **What do you like best about Gladly?** Easy to use. Answers are always a must when chatting. Liveaboards are easy to check and when taking calls, emails, or chats, the interactions are easy to take. Another thing I love is the information of the customer appearing when accepting an interaction, and it's easy to know who's calling. **What do you dislike about Gladly?** The only thing I would prefer to add is to see how much time an agent is waiting and when I'm next in the queue. I would like to know which agents just finished a call and who comes next in line. **What problems is Gladly solving and how is that benefiting you?** For me it would be answers. All the information that I need or that I don't know, I just look it up and the information is there. I can also fill out the answers by itself. Cgoodbye and cgreeting is something I always use. Another problem that gladly is helping me solve is that using the answers, I have more interaction when chatting with a customer, and that is something that is considered in our bonus for the week, so it helps a lot. ### 27. Gladly make referencing historical customers interactions a seamless process! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Gladly?** I like that all customer communication is in one place. Rather than the traditional "ticket" view, I'm able to easily reference and scroll through emails, chat, and phone calls to help resolve a customer's issue in a more timely manner. **What do you dislike about Gladly?** One that that I dislike about Gladly is the apparent limitations in being able to merge customers. Also, user notifications can esily get lost in the shuffle. It would be great if Gladly could send agents reminders about unviewed mentions. **What problems is Gladly solving and how is that benefiting you?** Gladly consolidated multiple platforms into one. By reducing the number of windows and agent needs to have open, our avergae handle time has decreased which was a major goal of ours! ### 28. Gladly has allowed us to centralize customer interactions like never before **Rating:** 4.0/5.0 stars **Reviewed by:** Melissa C. | Senior Comms and Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Gladly?** Gladly has played a crucial role­ in enabling smooth communication with customers on various platforms. Its effe­ctiveness in ensuring custome­r satisfaction and keeping our team focuse­d cannot be overstated. **What do you dislike about Gladly?** Sometime­s, I've noticed that the notification syste­m in Gladly isn't as easy to use as I'd like. This can cause­ problems, especially during busy time­s when important alerts might get ove­rlooked. **What problems is Gladly solving and how is that benefiting you?** Thanks to Gladly, we have­ the option to tailor our communication to our customers. By knowing their pre­vious interactions and prefere­nces, we can offer pe­rsonalized support that caters to their individual re­quirements. ### 29. Make the support team work flawlessly **Rating:** 4.5/5.0 stars **Reviewed by:** Kamalilah B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Gladly?** The one conversation topic in Gladly is fantastic. It makes perfect sense when dealing with clients, is incredibly user-friendly, and facilitates monitoring of ongoing problems. As events unfold, we can easily track them by following a single thread rather than sifting through multiple strands to construct a readable description. **What do you dislike about Gladly?** It gets increasingly aggravating to manually mask the left panel every time you enter, as I do now. Gladly should also bring the Open, Waiting, and Close buttons to the top of the screen for recurring customers. **What problems is Gladly solving and how is that benefiting you?** Customers today wish to be able to reach us via chat, email, phone, and text, and they often do so in fast succession. The ability to track all of a customer's reference information in one suitable site is a significant refinement. ### 30. Juggling Multiple Platforms? Here's the Solution! **Rating:** 4.5/5.0 stars **Reviewed by:** Elisha G. | International Brand Director, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2023 **What do you like best about Gladly?** The part about Gladly that I love the most is how easy it is to use. It makes interacting with customers super smooth and lets us fully understand their journey. Plus, we don't have to juggle different platforms because it does everything. **What do you dislike about Gladly?** Gladly's reporting feature could be improved by providing more customizable options. Also, while integrating with other systems, there can be some technical hurdles, necessitating expert intervention. **What problems is Gladly solving and how is that benefiting you?** My experience with Gladly has been largely positive. It's really improved how we handle customer service. Even though the reporting could be better and connecting it to other systems can be tricky, it's still a great tool that I'd recommend. ### 31. Its intuitive and easy to use so i am happy with the site **Rating:** 5.0/5.0 stars **Reviewed by:** Ingrid A. | Crate and Barrel associate, Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2022 **What do you like best about Gladly?** its easy to use and navigate, good design, i wish gladly dark mode could be added but i don't really have complaints with gladly. i think its a good tool. I am satisfied with operating wtih gladly **What do you dislike about Gladly?** I wish a dark mode could be added that would be very helpful, i wish there were an option to delete notes for when you accidentally show them to the customer but its fine if that is not added **What problems is Gladly solving and how is that benefiting you?** easy communication with customers across multiple channels, gladly helps me solve my customer's issue and i don't have any troubles with navigating the site or understanding it ### 32. Best choice for a robust customer support system **Rating:** 4.5/5.0 stars **Reviewed by:** badrol s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2023 **What do you like best about Gladly?** The communication and support workflows that Gladly has created to help with our customer support platform are fantastic. We can now support more customer messages than before. **What do you dislike about Gladly?** So far, we have no issues with Gladly. After using it for over a year, we have entirely changed our customer support system using Gladly tools. **What problems is Gladly solving and how is that benefiting you?** Improving our response time to customer messages, especially with the waiting time on the live chat. Overall, the customer is delighted with the Gladly support system, and we got a high score on the survey we conducted at the end of the support session. ### 33. Super friendly to use **Rating:** 5.0/5.0 stars **Reviewed by:** Edgar A. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gladly?** Easy to find the ways to help customers. **What do you dislike about Gladly?** Some times is slow to use and takes long **What problems is Gladly solving and how is that benefiting you?** The constant use of platform allow me to help in the best way my customers ### 34. Improving Customer Service Processes **Rating:** 4.5/5.0 stars **Reviewed by:** Rachel L. | Event Sales Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Gladly?** Gladly's ability to streamline customer service processes and make them easier for everyone involved is most impressive to me. My daily tasks have been simplified, allowing me to be more productive than ever before. The platform also makes it easy for customers to actively participate in resolution activities and track their interactions on a centralized dashboard. In addition, its searchable conversation archive provides our agents with rich context that can dramatically increase the speed at which they can resolve complex issues or difficult customer requests. **What do you dislike about Gladly?** I love the features and benefits of Gladly. It is one of my favorite platforms for professional use because its records give me quick access to related content while helping me keep track of each interaction much more easily than before. On rare occasions, I have run into a few issues when using it, but solving them has never been a challenge given the detailed troubleshooting guidelines available on their website. **What problems is Gladly solving and how is that benefiting you?** With Gladly, I'm able to resolve customer issues more easily and quickly. Instead of making multiple phone calls or sending emails back and forth to resolve an issue, using Gladly streamlines the process by seeing everything in one place, while also helping me personally keep track of the conversation history with each customer. ### 35. I'm impressed how Gladly really nails customer communication **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth L. | Managing Consultant- Digital, Healthcare & Life Sciences, Energy & Utilities, Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2023 **What do you like best about Gladly?** Gladly's omnichannel approach has really improved our customer service experience. Its centralized inbox allows agents to manage all customer interactions from different channels in a single view. This has significantly reduced response times and increased agent efficiency, while also providing a more personalized experience for our customers. **What do you dislike about Gladly?** I find the pricing structure to be somewhat confusing. The different tiers and addon options can make it difficult to determine the actual cost, especially for a growing business. It would be helpful if they provided a more straightforward pricing model. **What problems is Gladly solving and how is that benefiting you?** Gladly helps our customer service by putting all communication in one place. It's easier to follow customer conversations, which leads to quicker solutions and happier customers. Custom reports and data analysis also help us see how we're doing and find ways to improve. ### 36. Becoming the bridge for enhanced customer relationships **Rating:** 4.0/5.0 stars **Reviewed by:** Amanda L. | Director Of Customer Relations, Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Gladly?** The best thing about Gladly is how well we can adjust it to suit our requirements. It's super useful in enhancing the way we connect with customers. Plus, it fits right into our current work setup, improving the way we work. **What do you dislike about Gladly?** Gladly could do better when it comes to reports. It's hard to get detailed analyses from it, which we need for making big decisions. Also, sometimes it has errors that can mess with our work, and that's not good when we're busy. **What problems is Gladly solving and how is that benefiting you?** With Gladly, we've effectively resolved the issue of fragmented customer communication. By consolidating all customer touchpoints, we're able to provide more personalized and timely responses. The resultant increase in customer satisfaction has been notable. Plus, its compatibility with our current systems enhances our operational workflow. ### 37. Great work tool **Rating:** 4.5/5.0 stars **Reviewed by:** Jose D. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2023 **What do you like best about Gladly?** The simplicity of the usage that it has regarding my daily basis work, and how it helps me to be more efficient. **What do you dislike about Gladly?** The issues that it has sometimes when the system fails and is not working properly, slowing me on my daily process. **What problems is Gladly solving and how is that benefiting you?** It makes a lot easier to pin conversations, merge profiles, and leave notes for future agents to give the best assistance ever. ### 38. No boundary communication with customers **Rating:** 4.5/5.0 stars **Reviewed by:** Azizul H. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Gladly?** We now manage to connect and interact with clients in multiple communication hubs and channels. There is no restriction on which channel they need to use, and all available channels are open for them to contact us. **What do you dislike about Gladly?** Perfect product with seamless tools and features. I have no dislike towards Gladly for now. **What problems is Gladly solving and how is that benefiting you?** Organizing and managing customer support needs, but in a modern and effective method. Gladly is not using a ticketing system, which has improved the time spent for each customer that our agents can helps in an hour. ### 39. Futuristic and modern features **Rating:** 4.5/5.0 stars **Reviewed by:** Tammin S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2023 **What do you like best about Gladly?** The Gladly platform boasts an impressive ability to enhance client interaction and significantly boost conversion rates. Through its advanced technology, incoming customer requests are promptly and efficiently assigned to the most appropriate agent. **What do you dislike about Gladly?** Problems arise with the Gladly software when a consumer contacts me via several channels since the dialogue is frequently transferred. **What problems is Gladly solving and how is that benefiting you?** We using Gladly to communicate with one another about orders. We'll delegate some of the follow-up work and shares the task load. There are several advantages to keeping a list of contacts at the ready. ### 40. As soon as you understand the app, Gladly will become more great/user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Gasant L. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2023 **What do you like best about Gladly?** All interactions are under one profile. No need to jump between profiles when dealing with one customer. Also, it's great that you can link one customer's profile with another! **What do you dislike about Gladly?** "topics" - it would've been better if the topic could've been typed out instead of selecting the topic out of a few that's pre selected! - other than that - Gladly is great **What problems is Gladly solving and how is that benefiting you?** Instead of having multiple applications for Live Chat, Phones, and Email, everything happens within one platform and all data are available within one application and one thread ### 41. Gladly is a friendly tool to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Rafael O. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about Gladly?** It is straightforward and lets you create profiles and answer emails and chats, and helps you search for customers and merge accounts. It is a great tool to have. **What do you dislike about Gladly?** I have not found a downside to Gladly. I think anyone who has this tool will agree that Gladly is a great tool to work with. **What problems is Gladly solving and how is that benefiting you?** I can multitask with no problem. It lets me be on a call and answer emails at the same time which is a big plus ### 42. Useful and easy to manage. **Rating:** 5.0/5.0 stars **Reviewed by:** Luis C. | Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Gladly?** Gladly it's an excellent tool to complete tasks and to work with easy navigation. **What do you dislike about Gladly?** Like all of the softwares,sometimes has issues or bugs,for example double calls or ghost calls. **What problems is Gladly solving and how is that benefiting you?** Gladly allow us to help consumers in a easy way and to communicate and create task to different departments. ### 43. Great app with so much info ! **Rating:** 4.5/5.0 stars **Reviewed by:** Estalar S. | Customer Service Rep, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2023 **What do you like best about Gladly?** I like the gladly answers and how there are pictures. It makes looking up things super easy and gives people like me a visual if we need it. I think Gladly is way better than the others with just how they have a tab for everything so your boss can know what's going on, and I haven't had any tech problems either! **What do you dislike about Gladly?** Regarding dislikes, I wouldn't say I like how there can be issues when having 2 Gladly tabs open because I use one tab to look and see what I need to do and then the other tab to do what I need to do. I hope they can get that fixed in the future. **What problems is Gladly solving and how is that benefiting you?** Since I've started using gladly, there haven't been any problems to fix. I'm sure they fixed a lot of stuff over the years to make it the great app it is today. ### 44. Gladly Best app to work **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandro E. | Sales/Customer service, Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2023 **What do you like best about Gladly?** Well, it is intuitive and easy to use; I remember when I started using it, I was scared, not because of Gladly; of course, I was afraid of how hard it would be to get used to the programs. Nothing could be further from the truth, gladly is incredibly easy to handle and learn to use. **What do you dislike about Gladly?** There is nothing in particular that I do not like, I have been using Gladly for 6 months and nothing has caused me a problem with it. The only problem is that it can be more perfect than it is now. **What problems is Gladly solving and how is that benefiting you?** I work for a customer service company (call center) and tried different options for sorts, templates, shortcuts, and a wide variety of data collection. Not counting the incredible amount of auto-completion it has, it makes it so easy for me to use it. ### 45. Flexible, dynamic and exceptional for a call center platform **Rating:** 4.5/5.0 stars **Reviewed by:** Azizan K. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2023 **What do you like best about Gladly?** Easily accessible with just a single click, I appreciate how readily it displays call records from the past. The screen is large and uncluttered, making it simple to read the annotations and understand all that has occurred. I like how the number of calls waiting can be seen right on the "availability" button. I am going from being open or pausing just a click away. **What do you dislike about Gladly?** I have had a few issues with Gladly. However, occasionally, when working, I've noticed that my queue was just off, which causes client data duplication and interaction resets. **What problems is Gladly solving and how is that benefiting you?** My ability to multitask has helped me tremendously in learning how to assist all clients, as the database has all information from the consumer when they are searched through email or name. ### 46. Intuitive software **Rating:** 4.5/5.0 stars **Reviewed by:** Kasem A. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2023 **What do you like best about Gladly?** It's rewarding to cater to each customer's unique needs. With the help of Glady, we can shift our attention from the deal to the client. One of Gladly's best features is how simple and intuitive it is. **What do you dislike about Gladly?** I need help finding who else is listening in on the conversation. My group needs to make a notation or put something in that assignment to indicate that we've handed off the ticket. Knowing someone else is looking at the report would be good. **What problems is Gladly solving and how is that benefiting you?** Having a record of past conversations is an excellent feature of Gladly that I've come to appreciate. It would be helpful to know which inbox the discussions were relocated to, who made the change, and when it occurred. ### 47. gladly has very helpful tools **Rating:** 4.5/5.0 stars **Reviewed by:** Jose S. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2023 **What do you like best about Gladly?** i like that directs me into the right tools to help customers **What do you dislike about Gladly?** nothing yet gladly has helpful tools it takes you to the right help **What problems is Gladly solving and how is that benefiting you?** troubloe shooting ### 48. Very easy going **Rating:** 5.0/5.0 stars **Reviewed by:** Berenice A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2023 **What do you like best about Gladly?** It is really simple to use; it walks you through the process and provides all the necessary information. Love that everybody gets to see all the consumers that u assisted **What do you dislike about Gladly?** I like everything about it, and it all works great. I wouldn't change anything you're always able to find everything you need see liveaboards & agents that are signed in & also the times **What problems is Gladly solving and how is that benefiting you?** To guide the customers go thru all processes Im able to listen to all the previous calls to coach my self to be better on what I'm doing & check notes & edit costumers information ### 49. Gladly is a great toll for work **Rating:** 4.5/5.0 stars **Reviewed by:** Andres Q. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2023 **What do you like best about Gladly?** It really easy to use. Great to save customer's information for better support. **What do you dislike about Gladly?** That you can not decline calls or personalize emails. **What problems is Gladly solving and how is that benefiting you?** It help a lot with customer ### 50. First Touch For Creating Awesome Customer Experiences **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Gladly?** Thankful gives our customers their first 'wow experience' with our brand. They can offer quick and efficient support to assist our agents in providing an awesome customer experience for all of our customers. Thankful is a member of our business family, just like our live agents! **What do you dislike about Gladly?** The hardest part about using AI is the personal touch from a live agent. Our business prides itself on treating our customers like our best friends. Some processes are harder to have an AI handle with that level of concern and care. **What problems is Gladly solving and how is that benefiting you?** Thankful is helping us with SLA times, first touch responses, overall work load, easier ticket flows, reporting, and after hours/chat support. Having Thankful as a part of our team has raised our first response time. ## 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=9§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+18%3A57%3A54+-0500&secure%5Bsession_id%5D=cae5e29e-2b6b-4b04-a1bc-2223ffb5de38&secure%5Btoken%5D=f55b2f8801ab9252091d97a2885d1355c0c9d59658600c236b74b61f6879a9c7&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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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)