I like Gladly because it helps me respond with pre-written responses, making it easier to assist my customers. What I like most about Gladly is its simple and easy navigation. I also enjoy the ability to pause the recording on a call. The initial setup was very easy and self-explanatory. Review collected by and hosted on G2.com.

Sometimes, the mute button lags. Review collected by and hosted on G2.com.

I like that it is very intuitive and has a lot of features you can change to better suit your team's needs. A lot of AI tools to utilize as well.

It was also very smooth when we moved to Gladly from our old system. Review collected by and hosted on G2.com.

Your AI tool for writing can still be improved. Review collected by and hosted on G2.com.

The lack of bugs, errors or glitches that affect your day to day. The customer support is easy to use real time as well as the amount of features in Gladly. It makes the work day easier as I use Gladly each work day. Review collected by and hosted on G2.com.

Sometimes it can take time to find what you're looking for. It can be hard to navigate and could use a better option for color tones or personalization. The integration isn't the greatest between other softwares such as CRM. Review collected by and hosted on G2.com.

We absolutely love the software we use for our CX tickets—it's truly amazing! We've never experienced any connection issues, and on the rare occasion that something comes up, the support team is quick to resolve it. What really stands out is their commitment to innovation—they’re always looking for ways to evolve and improve the platform. It’s clear they genuinely care about the customer experience, just like we do! Review collected by and hosted on G2.com.

Gladly is GREAT! Wish we'd get a mobile app or it would work on an iPhone so I can check-in on my team on the go! Review collected by and hosted on G2.com.

Super easy to use and everything is automatically provided once correct information is entered. Review collected by and hosted on G2.com.

It is a little bit confusing to link and unlink sometimes but it is manageable. Review collected by and hosted on G2.com.

Managing customer tickets is still straightforward. I love that we can write internal notes, tag teammates for specific tasks, and seamlessly assign tickets to the right team members. Plus, the ability to tag myself for breaks or when I’m away from the screen makes workflow management even smoother. Overall, Gladly has made handling customer interactions much more efficient! Review collected by and hosted on G2.com.

If there’s one thing I find challenging about Gladly, it’s that when the inbox is full, there can sometimes be a lag in fully loading and displaying all tickets. This can slow down workflow slightly, especially when trying to navigate through multiple conversations efficiently. That said, overall, I still find Gladly to be a user-friendly and effective platform! Review collected by and hosted on G2.com.

When we switched from one platform to Gladly, I did not have a hard time adjusting to its features. It was convenient and helpful, and I'm glad the management partnered with Gladly. I use Gladly every day at work for customer support. When I learned to use the function to make the text more friendly, it always made me feel more confident to send emails to our customers and business partners. Review collected by and hosted on G2.com.

The interface can be confusing at the beginning, but after a few modifications, we were able to maximize all its features. It also had an update and removed the indentation and quotation feature when writing an email. Review collected by and hosted on G2.com.

The interface is very user-friendly, and the integration of complementary tools makes its use more personalized for the company's activities. Review collected by and hosted on G2.com.

Lack of customization. As a person with autism with light sensitivity, it would be great if the platform had a dark mode. The wide white interface hurts the eyes. Review collected by and hosted on G2.com.

Earlier Gladly has some issue during two conversation at same time, while moving from one chat to another one it mixed the chats of both customers but later it was fixed by development team and now it's running smoothly. Review collected by and hosted on G2.com.

For more convenient they can make another way to search any topic in short way or by using a shortcut key Review collected by and hosted on G2.com.

Gladly was a game changer for our contact center, helping us to achieve true omni channel. With their reporting we have been able to better track the customer journey and pain points, developing better strategic management and fixing customer issues. With the added addition of AI, which we launched a few months ago, we have been able to decrease our contact volume and better the customer's experience. Review collected by and hosted on G2.com.

I have nothing to dislike about Gladly, they have been fabulous. Review collected by and hosted on G2.com.