--- 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. We’re excited to be changing the way we interact with users. **Rating:** 4.5/5.0 stars **Reviewed by:** Vida D. | Business Advisor, Regional Partnerships, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Gladly?** I value the­ way Gladly allows us to interact with customers on a personal le­vel, catering directly to the­ir individual needs. Having access to the­ir past chat interactions and prefere­nces enables us to provide­ more effective­ assistance. This valuable information significantly improves our ability to se­rve customers in an efficie­nt and effective manne­r. **What do you dislike about Gladly?** I have obse­rved delays in rece­iving notifications from Gladly, which can be problematic. These­ delays may result in missing important customer re­sponses in a timely manner, pote­ntially negatively affecting the­ overall quality of service provide­d. **What problems is Gladly solving and how is that benefiting you?** Gladly has bee­n an essential tool for our team in building stronge­r connections with our customers. Through this platform, we can de­liver exceptional se­rvice that leaves our custome­rs satisfied and eager to come­ back. These positive inte­ractions have a significant impact, fostering increase­d customer loyalty and repeat busine­ss. ### 2. Gladly - Tool to organize your customers **Rating:** 5.0/5.0 stars **Reviewed by:** JR L. | Tools and Systems Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2022 **What do you like best about Gladly?** RULES! This is something we can use to manage our inboxes in cases that we will encounter exceptional cases every season on our account like super high volume on some of our channels and rules to make sure we filter out conversations that are really important to be answered. **What do you dislike about Gladly?** Reporting - There are still improvements that can be done with the reporting, especially with the rules that can be applied in a specific report. There are reports that we generate and download as CSV on a daily basis, unfortunately, we need to add a bit more filter on the CSV file to get a more accurate report. **What problems is Gladly solving and how is that benefiting you?** Gladly solves the multiple tabs open in a browser especially when handling multiple cases like email, chat, and SMS. For me, it helps me when I'm helping our team in answering multiple conversation at the same time managing some tasks that I have from the past days. ### 3. Fun and easy platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Luz F. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2023 **What do you like best about Gladly?** I like how easy is to use Gladly for someone who has no experience using web platforms like this, especially in the Customer Service career. It allows you to receive documents very easily and have live interactions so it helps us with Customer support. **What do you dislike about Gladly?** Sometimes we are not able to receive pictures or videos from Customers if we are on the phone. **What problems is Gladly solving and how is that benefiting you?** Gladly help us resolve Customer problems, implement tools and features to troubleshoot, and provide them with information about our products. ### 4. Very efficient and simple to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gladly?** That all the customers information is on hand and is link to other softwares, such as bigcommerce and shopify to get more complete information. I use it every day, and it supports our customers to not be repeating themselves. **What do you dislike about Gladly?** The least helpful with gladly is that reports have to be done hourly, if they are done every second it would be really helpful **What problems is Gladly solving and how is that benefiting you?** Its helping me know what happened on the previous interaction, so customers dont have to be repeating themselves and not be frustraded. ### 5. SO easy **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2024 **What do you like best about Gladly?** super easy to have access to client's info ( merging) **What do you dislike about Gladly?** i cannot click on control F to find an email in particular **What problems is Gladly solving and how is that benefiting you?** I can find a client's history pretty easily, and with the summary feature i can see what the client talked about with previous agents ### 6. amazing experience **Rating:** 4.0/5.0 stars **Reviewed by:** emily e. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Gladly?** it allows me to see info about the student and gave options if what to do **What do you dislike about Gladly?** cant change font if want to change it to **What problems is Gladly solving and how is that benefiting you?** communicating well with student ### 7. AMAZING **Rating:** 5.0/5.0 stars **Reviewed by:** ashlyn n. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 11, 2023 **What do you like best about Gladly?** I love how user freindly it is . Nice an simple to use **What do you dislike about Gladly?** There is nothing I would dislike about it **What problems is Gladly solving and how is that benefiting you?** Gladly allows me to connect easily with my customer by giving many ways to reach out rather that be text,email, or calling ### 8. A must have software to improve customer contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Suzanne G. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2023 **What do you like best about Gladly?** We are able to streamline the support service workflow and make it easy for our agents to navigate between the tools. Customer interaction has improve after we integrate Hightouch with our system. **What do you dislike about Gladly?** Overall, our experience and workflows is positive with Gladly. It is impossible for us to dislike a software in their best quality. **What problems is Gladly solving and how is that benefiting you?** Solving the problem with lacks of interaction and communication with customer. Customer now can choose which communication medium that they prefer to connect with us. ### 9. Trainer using Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Jacy K. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Gladly?** The absolute ease of access and communications with clients, plus, all of the recorded replies. **What do you dislike about Gladly?** As of now, although short lived with the app, I have no complaints. **What problems is Gladly solving and how is that benefiting you?** It makes ease of access to clients so much easier. ### 10. Glady is a very useful tool as CRM and VoIP **Rating:** 5.0/5.0 stars **Reviewed by:** Luis D. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2023 **What do you like best about Gladly?** The sound is excellent and can link the Customers in a very easy way **What do you dislike about Gladly?** It is more about Crate and Barrel, that we need more options to choose on the answer support bar. **What problems is Gladly solving and how is that benefiting you?** Gladly allows me to have the Customer online by Voice, chat, or email. This is very versatile and let me work according to my needs and the company´s. ### 11. best experience ever **Rating:** 5.0/5.0 stars **Reviewed by:** Osvaldo C. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 27, 2023 **What do you like best about Gladly?** i have email and calls integrated and chat **What do you dislike about Gladly?** in my opinion nothing to said i like gladly good tool Customer Support,Ease of Use,Frequency of Use **What problems is Gladly solving and how is that benefiting you?** to help cx with trtoubleshooting regards the season ### 12. Second time Gladly user & continually impressed : ) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Gladly?** Ease of access the variation of conversation types, backend maintenance and the features that exist, including the roadmap ahead. The introduction of AI support has been a nice integration to aid those who might be new to Gladly, yet a bonus for those who are tenured. All-in-all...very user-friendly and efficient. Oh, not to mention the turnaround with Customer Support **What do you dislike about Gladly?** Not to dislike, however, I do hope for an inegration of grammer support as a staple and no additional charge. This is particularly helpful when you have a BPO where English is not the employee's first language. **What problems is Gladly solving and how is that benefiting you?** Nothing that I am currently aware of. We are currently in a happy position, set-up for the coming holidays. ### 13. Gladly is the best to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Raul N. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2023 **What do you like best about Gladly?** simple to use and really accurate information, good flow of information ready to use every day fast response, easy to leave notes about your process and fast work **What do you dislike about Gladly?** Sometimes it crash, and it does not respond in real time, I will add more topics to work with because it only has a few to work with, and I will add more tasks to work with **What problems is Gladly solving and how is that benefiting you?** We work with glady to create consumer profiles and type in all the information we need about the consumer to help them with some issues about their product. ### 14. Easy to use, it feels like social media interface **Rating:** 5.0/5.0 stars **Reviewed by:** Dahamariz L. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gladly?** It is a easy platform, and makes the job more relax, i love working with gladly. **What do you dislike about Gladly?** I haven't had any bad experience with this tool. I think is amazing **What problems is Gladly solving and how is that benefiting you?** we have comunication with our customers, and is fast the way this tool work ### 15. Advanced Customer Care **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Gladly?** I love the answers button because having some answers that I can add with the click of a button really helps save time and allows me to assist more customers. It also has some quick links which are awesome because I don't have to search for the links elsewhere. **What do you dislike about Gladly?** There aren't enough topics. I sometimes find that the topics mentioned don't always cover the conversations that I am having with the customer. Short ships would be a great one, and maybe positive feedback would be good. Filing a complaint would be a little more specific than Feedback Negative. **What problems is Gladly solving and how is that benefiting you?** speedily providing responses to customers and also some of the self serve features so simple issues can be resolved by Kate, thereby saving the customer from having to wait for an agent. ### 16. i love gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel B. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2023 **What do you like best about Gladly?** How i am able to contact customers fast and eas wether its phone call or email. and i also like how it keeps track of what customers i work with. **What do you dislike about Gladly?** nothing yet. everything has been working good **What problems is Gladly solving and how is that benefiting you?** customer service ### 17. Centraliced information **Rating:** 4.5/5.0 stars **Reviewed by:** Erlan V. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2023 **What do you like best about Gladly?** It is amazing to have emails and call history and notes in the same place, it makes work easier, and the links on the left. **What do you dislike about Gladly?** Wish it would be more integrated with the compayn system **What problems is Gladly solving and how is that benefiting you?** Phone calls, emails, chat, coordination, notes etc. ### 18. The best mobile app **Rating:** 4.5/5.0 stars **Reviewed by:** Ben P. | Software Development Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 09, 2023 **What do you like best about Gladly?** Gladly makes it incredibly easy to keep track of our tasks and progress. The system is intuitive, which makes learning a breeze - we can start managing what needs to be done in an organised way straight away. It's great that Gladly automatically monitors how much we've done against our daily goals - no active management required! Editing conversations with clients is also quick and easy, giving us peace of mind when dealing with sensitive information they entrust to us and ensuring we don't keep it any longer than necessary. **What do you dislike about Gladly?** I don't like that Gladly doesn't allow more customisation of the ring tone. The default sound can easily become an unwanted distraction in the middle of my tasks, making it difficult to get things done quickly and efficiently while managing incoming communications. I feel that offering more settings would make both answering emails and concentrating on the work at hand much easier than it is now. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me save time and effort by providing a centralised support registration system. By having direct access to customer data and orders, I can complete my tasks quickly without having to switch between multiple windows. ### 19. Plain and Simple friendly tool for beginners or advanced customer service agents. **Rating:** 5.0/5.0 stars **Reviewed by:** Ramon C. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2023 **What do you like best about Gladly?** How fast and simple it has been through the time I've been using it and how little fails it has given, other than very little minor errors that do not necessarily affect my productivity. **What do you dislike about Gladly?** There are very few things, one of them would be that whenever you try to copy information from the tabs that are already filled it doesn't always work as intended. **What problems is Gladly solving and how is that benefiting you?** It is helping by keeping all the information relevant to our consumers in one single space and keep it there for a long time while also making it easy to look for this pieces of information in the future when necessary. ### 20. Great Experience and Optimization of workforce **Rating:** 4.5/5.0 stars **Reviewed by:** Erica H. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Gladly?** I love that all communication is in one thread and can be listed together regardless of the method of communication that the customer reached out with! It's nice to also see the use in real-time with SMS/CHAT and Calls. **What do you dislike about Gladly?** One thing I would like to better understand in Gladly is the reporting for tasks and productivity planning. I like the ability to follow up with customers as needed, but rerouting tasks to other agents by due time can sometimes complicate the process. **What problems is Gladly solving and how is that benefiting you?** It is helping our team stay efficient for customer service needs and helps us stay organized to assist our customer's best needs. ### 21. Gladly makes customer communication easy! **Rating:** 4.0/5.0 stars **Reviewed by:** Kiarra W. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Gladly?** I love that Gladly provides a place for all types of customer interactions, and makes it easy to merge customers. **What do you dislike about Gladly?** I wish we could turn on the phones at different times for different people so our East coast team could start a bit earlier than the West coast team. **What problems is Gladly solving and how is that benefiting you?** Gladly allows all the departments to speak to each other and track customer interaction without missing a communication. ### 22. This is Amazing! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2023 **What do you like best about Gladly?** I love how it saves the information as you navigate back and forth from one tab to another. It's so easy to get trained on. **What do you dislike about Gladly?** I dislike the rare occasions where there may be glitches that occur in the system. **What problems is Gladly solving and how is that benefiting you?** It's consistently providing a place to house customer interactions. All of the previous information can be viewed from other agents, so that there is a continuous flow of information from a variety of individuals. ### 23. Really easy to use!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Antonio P. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2023 **What do you like best about Gladly?** It has a lot of tools that make your job really easy and can make a really easy way to help costumers support. **What do you dislike about Gladly?** Until now I havent been able to find one. **What problems is Gladly solving and how is that benefiting you?** emails and warranty purposes ### 24. easy to contact costumers **Rating:** 4.0/5.0 stars **Reviewed by:** Emilio C. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gladly?** help you to gather the basic information of the costumer as well contact him by email, text or call **What do you dislike about Gladly?** it doesn't allow to erase a merged costumer by mistake. **What problems is Gladly solving and how is that benefiting you?** to know better the issue our costumer has ### 25. I never used Gladly before and it was very user friendly from the very first day! **Rating:** 5.0/5.0 stars **Reviewed by:** Christie P. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about Gladly?** The system is pretty user friendly and it has many features that we love! **What do you dislike about Gladly?** There is nothing I do not like right now about Gladly. **What problems is Gladly solving and how is that benefiting you?** Updating their platforms accordingly to what we use it for. It is actually the best platform I have used in my Call Center life. ### 26. Gladly Excellent Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2023 **What do you like best about Gladly?** Its an easy-to-use the tool, I can find all the information from the customer directly from all media, email, sms, calls, etc, and not just customers but retailers as well. **What do you dislike about Gladly?** to be honest I haven't find anything that makes me think I dislike this platform. **What problems is Gladly solving and how is that benefiting you?** i havent deal with any problems with the platform ### 27. Clear information **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriela D. | Enterprise (> 1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Gladly?** is clear information and easy to use. Gives Customer Support and ease integration of information **What do you dislike about Gladly?** I don't like that needs update, not frequently. **What problems is Gladly solving and how is that benefiting you?** that have information from past years and helps help customer ### 28. Excellent with customer support agent management **Rating:** 4.5/5.0 stars **Reviewed by:** Richard B. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** The best about Gladly is because they have many integration option that is open to be connected with the main support platform. The possibilities is endless with Gladly. **What do you dislike about Gladly?** No dislike. All the service that I want is available to, especially with the Shopify integration. **What problems is Gladly solving and how is that benefiting you?** Easy to use as a customer contact center. All communication method and channel is available to be used and easy to connect to customers ### 29. Gladly is great. **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos H. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Gladly?** How we can keep track of the information from the clients. **What do you dislike about Gladly?** Nothing at the moment, everything is great. **What problems is Gladly solving and how is that benefiting you?** To find the client information and easy to contact them via phone. ### 30. Gladly gets it done **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2024 **What do you like best about Gladly?** How easily I can switch in and out of queues if I need to. **What do you dislike about Gladly?** Can't modify notes after its been submitted. **What problems is Gladly solving and how is that benefiting you?** Because Gladly is so easy to use, it speeds up workflow which helps keep the queues down but also showcases my skills as a Customer service agent by keeping track of my completed tickets and conversations. ### 31. GOOD EXPERINCE **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos V. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Gladly?** The interface its easy and friendly to use **What do you dislike about Gladly?** A couple of times i receive call when i was off calls **What problems is Gladly solving and how is that benefiting you?** Create profiles easier, collecting all the information neccesary to better assist customers ### 32. i like gladly is very simple and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Arts and Crafts | Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2024 **What do you like best about Gladly?** very easy to use, i like how simple it is when it populates the cutomers info **What do you dislike about Gladly?** that it closes after not been used example after an our in training it closes down. **What problems is Gladly solving and how is that benefiting you?** it helps pull up the customer accounts easily ### 33. Gladly enables us to empower teams to provide superior customer service. **Rating:** 4.0/5.0 stars **Reviewed by:** Troy H. | Regional Director of Design Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2023 **What do you like best about Gladly?** I'm really happy with how Gladly has transforme­d our customer communication. With features like­ phone, email, chat, and social media inte­gration all in one platform, we've be­en able to streamline­ our processes and respond to our custome­rs much more quickly. It's made a big differe­nce in terms of efficie­ncy. **What do you dislike about Gladly?** Gladly doesn't offe­r an on-premise solution, which might be a drawback for organizations with strict data re­sidency or security nee­ds. This means that Gladly's software cannot be installe­d and used on an organization's own physical infrastructure. **What problems is Gladly solving and how is that benefiting you?** Gladly's robust reporting and analytics fe­atures provide us with valuable insights into our custome­r service performance­. This allows us to identify areas for improveme­nt and make informed decisions base­d on data. ### 34. Amazing CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Jose Ricardo S. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2023 **What do you like best about Gladly?** It is very practical customer support tool **What do you dislike about Gladly?** Sometimes I would like more personalization. **What problems is Gladly solving and how is that benefiting you?** It keeps track of the consumers I attend ### 35. Great Telecommunication Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Amy S. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2023 **What do you like best about Gladly?** How easy it is to nativagate between calls/customers. **What do you dislike about Gladly?** The transfer to another group, does have a delay at times. **What problems is Gladly solving and how is that benefiting you?** Recording calls to assist with quality control ### 36. Awesome Sauce! **Rating:** 5.0/5.0 stars **Reviewed by:** Tasha F. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2023 **What do you like best about Gladly?** The Fact That You Can See The Customers That You Have Assisted. It is easy to use. The features are good , the email, the chat , the Sms feature and the conference feature. **What do you dislike about Gladly?** The calls that are transferred take a while to removed from the screen. **What problems is Gladly solving and how is that benefiting you?** Gladly solves all the tasks that are brought forth. ### 37. Gladly as a user **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Gladly?** Good thing about gladly is you can view the order summary directly on Glady instead of going to Shopify. **What do you dislike about Gladly?** If the customer reaches out with multiple emails with different issues at the time, it creates confusion especially if there are . **What problems is Gladly solving and how is that benefiting you?** Order visibility, routing of emails ### 38. Gladly Review **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa F. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2023 **What do you like best about Gladly?** How easy it is to check information or search for specific things on each ticket or cx information. Very user friendly! **What do you dislike about Gladly?** It bothers a little bit when Cx has different email accounts that are slightly different and cannot be merged. **What problems is Gladly solving and how is that benefiting you?** Before tickets we're assigined randomly but now they are being assigned from due time giving priority to older tickets first! ### 39. Customer Service Respresentive **Rating:** 5.0/5.0 stars **Reviewed by:** Cesar E. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2023 **What do you like best about Gladly?** Gladly is more organized and it is all at your fingertips the information needed to know about the consumer/customer. You can also review the voice calls in case you have to go back when a customer calls in and keeps all information organized. **What do you dislike about Gladly?** I do not see any negative dislikes about Gladly since I have been using it for a while now. I believe there is nothing negative to talk about Glady and what else can be done to improve it at this moment. **What problems is Gladly solving and how is that benefiting you?** Gladly is helping me out with our customer interaction wether by email chat or voice and keeps everything organized according to the interactions that we have with each customer and are able to go back and listen to all of our phone conversations with all of our customers. ### 40. The benefits of using communication as an effective tool for both customers and employees. **Rating:** 4.5/5.0 stars **Reviewed by:** Danyelle B. | Regional Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2023 **What do you like best about Gladly?** I'm particularly grateful for Gladly's intuitive system for recording and storing customer interactions. It ensures that any team I contact has the information they need to serve our customers better than before. If a colleague needs help understanding or resolving an issue, we love the real-time chat feature so everyone can work together efficiently! Overall, having quick access to past conversations makes it much easier - and faster - for us to provide assistance when needed. **What do you dislike about Gladly?** I find the lack of visibility when it comes to all conversations and texts on Gladly a little annoying. The small message bubble with a single green dot that obscures customers' identities makes me worry that I might accidentally delete or miss an important chat. On top of that, its occasional erratic behaviour can be quite annoying, as there have been instances where my banners have suddenly and unexpectedly disappeared. **What problems is Gladly solving and how is that benefiting you?** With Gladly, I'm able to save time and effort searching for emails or online conversations with customers. Instead of manually searching through multiple customer records, the platform gives me an instant overview of all communications related to that individual customer in one place. ### 41. Improve customer service workflow **Rating:** 4.5/5.0 stars **Reviewed by:** Hamizah J. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2023 **What do you like best about Gladly?** Thanks to the streamlining of my routine, I am more effective than ever. In addition, the platform makes it simple for consumers to take part in solution initiatives and keep track of their interactions in one convenient location. **What do you dislike about Gladly?** It Is impossible to get two calls at once or to use an email and discover that you missed a call while never led in screen. **What problems is Gladly solving and how is that benefiting you?** I like how willingly it helps me communicate clearly and briefly with my clients. The software is also relatively straightforward to use, which is excellent. You can respond to the client by consulting the answer key. Once you try it, you will have no more questions about the items. ### 42. Solid platform to manage customers/residents needs and reschouts **Rating:** 3.5/5.0 stars **Reviewed by:** Christian M. | Learning Coordiantor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2023 **What do you like best about Gladly?** Easy to use and train to use. Great way to follow up on outstanding issues for customers/ residents. **What do you dislike about Gladly?** So far, my critiques are really on the side of my CX team and how they action requests. This isn't a gladly issue to speak of. However having gladly on an app would be helpful. **What problems is Gladly solving and how is that benefiting you?** Glady has helped to keep our reach outs catalogued and consistent. ### 43. The best integrated platform **Rating:** 4.5/5.0 stars **Reviewed by:** Alex R. | Manager, Corporate IT Services, Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2023 **What do you like best about Gladly?** I absolutely love the Gladly platform because of its seamless integration with existing software and applications. Its easy-to-use interface and efficient system for coordinating multiple interactions make it a must-have in my workspace! The time-saving capabilities are unparalleled - allowing me and my colleagues to switch between tasks as needed eliminates hours of wasted time flipping through notes or navigating tabs on our browser windows. As far as I'm concerned, this is by far one of the most valuable aspects of using Gladly that we simply cannot do without. **What do you dislike about Gladly?** I appreciate that my Gladly partner or representative listens to feedback, as this reinforces the commitment to making Gladly a better platform. However, I have noticed a few areas where it could be improved. After using multiple platforms on the same device over time, there can be an inconsistency in how quickly commands are sent due to a sluggish keyboard; however, refreshing the browser quickly resolves this issue. **What problems is Gladly solving and how is that benefiting you?** Gladly makes it easier for us to keep track of our customers and provide better support and retention. With interconnected channels, I can securely store all my customer information - like names, emails, purchase histories - in one place. ### 44. its easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2024 **What do you like best about Gladly?** It is user-friendly and easy to navigate, which I like. **What do you dislike about Gladly?** nothing, it's all cool the way it's set up like it **What problems is Gladly solving and how is that benefiting you?** In that app, we can see the profile of the consumers, like all the personal info and the previous calls. ### 45. The most complete integrated platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Gladly?** The best thing about Gladly is its ease of use in managing multiple conversations. Its organizational and orderly approach to task distribution allows us to easily switch between tasks, saving us and our colleagues valuable time. The portal itself has become extremely convenient for all users due to its easy integration with other systems, making it quick and easy to find the information we need. These features have earned Gladly high praise from everyone who uses it. **What do you dislike about Gladly?** I do not like that Gladly's interface is cluttered, and that the response window should not be the inbox, but an option that can be slid in and out as needed. I also think that past conversations with customers should be merged for easier analysis, rather than having a lot of wasted screen space between customer messages and our replies. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me improve the efficiency of my customer service. Their customer profile feature tells me a lot about a customer - including their preferences, purchase history, and contact information - without ever asking questions that could escalate the situation into an uncomfortable one. ### 46. Excellent work tool **Rating:** 5.0/5.0 stars **Reviewed by:** Jose C. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 21, 2023 **What do you like best about Gladly?** Is a fast way to get my job done so i can help my custamers **What do you dislike about Gladly?** iI could not find something wrong with it , its a very helpful tool. **What problems is Gladly solving and how is that benefiting you?** It helps with making sure that we use the corecet flow to use in problem solving. ### 47. Gladly delivers efficient functionality and useful information **Rating:** 4.5/5.0 stars **Reviewed by:** Shelly S. | Sales, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Gladly?** I am most impressed with Gladly's intuitive, user-friendly, and streamlined layout. It allows me to quickly manage my tasks in one centralized location, while providing access to information about past clients and their respective engagements. I also enjoy the convenience of being able to toggle between emails and phone calls when communicating with clients, which has been a lifesaver when troubleshooting client issues on multiple platforms simultaneously! Finally, scheduled notifications help me stay organized by ensuring that I don't miss an important task or notification from a client. **What do you dislike about Gladly?** I dislike that I have often experienced difficulties with Gladly. Resources are not always available to resolve the issue, which leads to further frustration. Some typical issues include being locked out of the app during a session, assignments disappearing without explanation before deadlines, and phone services becoming unusable unless you leave the platform entirely. **What problems is Gladly solving and how is that benefiting you?** Thanks to Gladly, I'm able to provide superior customer service. Its advanced features help me provide the highest quality of service quickly by providing key information in client profiles that eliminates unnecessary inquiries and speeds up my response time. ### 48. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2024 **What do you like best about Gladly?** I havent had any issue using it, and it does not require much time for understanding how to use it. I use it everyday. And I like the features of the task that it has, its useful to help the customers. **What do you dislike about Gladly?** I think there is nothing i dislike, i have never had an issue using it. **What problems is Gladly solving and how is that benefiting you?** I can help the customers who contact us and that way we can offer a better customer service ### 49. Gladly is very easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Carla S. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2023 **What do you like best about Gladly?** It is easy to use and keeps all the profiles updated, it's an amazing work tool. **What do you dislike about Gladly?** There is nothing I dislike, I am very happy with the tool. **What problems is Gladly solving and how is that benefiting you?** Keeping all the topics updated ### 50. you rock **Rating:** 5.0/5.0 stars **Reviewed by:** Luis V. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2023 **What do you like best about Gladly?** The info you provide is always helpful in meeting my goal. For example, it brings up suggestions on how to best handle my calls, as well as provides me with a knowledge base that I can use to educate my consumer on things such as policies and procedures; thanks for being there; your product is just helpful when it comes to earning my quality bonus **What do you dislike about Gladly?** I really cannot complain, but If I could provide constructive criticism would be to make the website layout more fun; with that, I mean to add stuff that can help me and my coworkers keep on smiling, especially when it comes to handling mad consumers. Also, having a unique layout will help some coworkers not feel bored when the season is slow. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me provide an accurate answer and the right policies and procedures for my consumers to handle stuff such as warranty claims (our client manufactures Christmas trees and pools, so there is a protocol to be followed when getting a warranty claim). It also brings up suggestions on how to de-escalate consumers that are having a rough time understanding and following the mentioned protocols and procedures. I think that there is an eternal need to improve but I can safely say that Gladly is heading in the right way ## 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=8§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+23%3A31%3A00+-0500&secure%5Bsession_id%5D=2ffa27f3-c518-4dab-9db7-5157766fb838&secure%5Btoken%5D=4422f58403b0e0e5a77d61902f31a45a3ac2f00de91b490b5ea20ed45466cbe8&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 (6,653 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,724 reviews)