How easy it is to use and it offerss great features. My favorite would probably be the liveboard as well as the translate option. It makes it better to work with customers and provide smooth customer support. Review collected by and hosted on G2.com.

That I am not able to click anything else on the screen when a call comes up. and that there is no cool down time between chats. Review collected by and hosted on G2.com.

I appreciate that Gladly is easy to use, which makes my tasks more manageable without any hassle. Its simplicity in setup is also a significant advantage, as it was very easy to begin using it without encountering any difficulties. Additionally, the 'Gladly answers' feature stands out as a particularly useful capability, aiding me in efficiently handling customer service inquiries. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Having recently onboarded new software solutions outside of the space Gladly occupies, I have come to really appreciate the onboarding process our team experienced when we adopted Gladly as our omnichannel contact center solution. The onboarding project management is second to none, I have found. The onboarding team at Gladly has set a standard that isn't often found elsewhere. Review collected by and hosted on G2.com.

I appreciate that Gladly continues to hear customer feedback and is transparent with their development roadmap. Review collected by and hosted on G2.com.

its very easy to use and i enjoy working with gladly Review collected by and hosted on G2.com.

it sometimes doesnt load the way it is supposed to Review collected by and hosted on G2.com.

The overall usability and seamless conversations (across email, text, phone, SMS) all under a singular client profile. Review collected by and hosted on G2.com.

I would say the search function could be improved, especially when searching up certain keywords. There are times when I look an Order Number up in Gladly and I'm able to find the account the conversation leads to, it will only take me to the latest message - not the exact message I am looking for. Review collected by and hosted on G2.com.

I like that it is easy to multitask on and talk to multiple customers at once. I also like that I'm able to set up tasks to help customers with something at a later date. Review collected by and hosted on G2.com.

I wish that there was a timer when coming out of focus to avoid messages or calls coming in when I'm trying to switch channels. Review collected by and hosted on G2.com.

Gladly continues to innovate in customer service by focusing on human connection and streamlined workflows. Recent developments include enhanced AI capabilities for handling customer interactions and a focus on building customer loyalty through personalized experiences. Gladly also emphasizes the importance of agent experience, providing tools to manage agent status, conversations, and relationships. Review collected by and hosted on G2.com.

I do not have any dislike about it, it's great. Review collected by and hosted on G2.com.

What I like best about Gladly is that it makes an easy and sweet experience for the Customer and the Agent (user). I like how organized everything is, and how amiable you can access the information and the functions of the liveboards.

The liveboard function is my favorite tool while I'm waiting for a case, and the specifics of ''Agents'' and ''People match'' are a great addition. Review collected by and hosted on G2.com.

The least helpful thing about Gladly is that sometimes the pictures or videos that Customers send take many minutes to arrive, or could even never come through. Review collected by and hosted on G2.com.

This is so easy to use, that even if you haven't used this program before, is a great way of starting in the customer service environment and this makes our job easier Review collected by and hosted on G2.com.

Sometimes the customer info is not in the system but we can located fast if you the amount of information we have available, as the phone number, email or even just the address also, lately, we cannot merge info that we could before Review collected by and hosted on G2.com.

I love how Gladly keeps all customer conversations in a single thread, no matter the channel. It gives our agents full context and makes the experience seamless for customers. Review collected by and hosted on G2.com.

There’s not much to dislike, but sometimes the reporting features could be a bit more customizable for deeper insights. Review collected by and hosted on G2.com.