Gladly Reviews & Product Details

The most helpful about gladly is the fact that you can go back to previous interactions you've had and also set a task to follow up with customers in case you need too and they stay on the left side with easy access too. Now with the new updates, you get a timer for when you will be receiving a new phone call, helps you be prepared in time. It is also really easy to use now and you are also able to check out how your coworkers are doing. Review collected by and hosted on G2.com.

The only thing I don't like about Gladly are the notifications sounds we get. if you could update it to a bit more friendly sounds it would be great! Review collected by and hosted on G2.com.

You can manage chat, phone and email without switching screens. You can leave detailed notes regarding the conversations, and the best part is the tasks that can be assigned depending on their importance.

As an admin, the amount of data that you can get it is astounding! It is difficult to understand it, but once you've learned on how to pull the information, the details to each interaction is insurmountable Review collected by and hosted on G2.com.

The fact that you can get both a chat and a call if the cx contacts you through those two it's not good. The timelines are too long and the font can be too small. Review collected by and hosted on G2.com.

Gladly stands out to me because it unifies all customer interactions across multiple communication channels. Prior to Gladly I dealt with emails and phone calls and social media messages as separate entities. Everything is consolidated into one system which enables easier management. Review collected by and hosted on G2.com.

New users must overcome steep learning challenges mainly because they lack technical expertise. The platform needs better usability when it comes to report and analytics customization because users must navigate deeply to access the required metrics. Review collected by and hosted on G2.com.

The customer service platform offered by Gladly delivers exceptional capabilities to handle customer interactions. Through the Gladly contact profile feature our support operations become more efficient because we can see all customer communication records in one place. Gladly connects email and phone and social media support channels through its omnichannel system to maintain continuous communication between our team members. The system achieves its objectives through maintaining contented customer relationships. Review collected by and hosted on G2.com.

Gladly operates effectively as a customer service management platform although it requires improvement in particular areas. The platform's application occasionally shows technical problems that lead to brief system delays. The platform could become more operational efficient by introducing additional third-party interface options for workflow optimization. The workflow suffers from performance problems because users need to frequently switch between multiple programs to finish their tasks. Review collected by and hosted on G2.com.

I love that it does not need to install any other tools, all the calls and chats and emails can be easily handled within the same platform and with the same credentials. I have also enjoyed the recent addition of AI assistance within the tool to rephrase text we send to customers, this and the call summaries are really handy in many situations we encounter. Review collected by and hosted on G2.com.

I think it would be helpful to have a feature that helps us comply with our QA requirements, as well as a personal notebook where we can save our own templates or helpful texts. Review collected by and hosted on G2.com.

gladly is very easy to navigate and nicely organized, I'm able to do things quickly to assist customers Review collected by and hosted on G2.com.

I wish there was a sound notification for emails, also if you could change the green to a different color Review collected by and hosted on G2.com.

Friendly is efficient in my work! Gladly also is easy to use and beginner friendly Review collected by and hosted on G2.com.

I think gladly need to improve a pasting features since when pasting plain text unfortunately it is being modified in gladly like spacing. Review collected by and hosted on G2.com.

I love the new sidekick feature of Gladly. An AI that summarizes the details of the customer for me. This way, it would be easy for me to understand the concern especially if the matter the customer raised is not that clear to me. Instead of copying it to an AI tool to ask if what the customer meant, I get my answer right away. Review collected by and hosted on G2.com.

Gladly is already perfect for me. Out of the CRMs I used in the past, Gladly is one of the best CRMs that really made my work easy and efficient. Review collected by and hosted on G2.com.

It is very helpful in many ways. Awesome! Review collected by and hosted on G2.com.

i don't dislike anything about gladly one of the best app i have com across Review collected by and hosted on G2.com.

Customer focused philosophy in designing working space for agents. Support team is quick and responsive. If used within the Gladly parameters it can be very powerful and empowering for both agents and customers. Review collected by and hosted on G2.com.

Reporting and searches is good but has room for improvement. Support for 3rd party applications can be hit or miss. Plugging in non-Gladly channels (i.e. chat) is a much reduced experience vs operating only within the Gladly ecosystem. Review collected by and hosted on G2.com.