Gladly has helped us redefine our entire approach to CX, allowing us to move away from the age-old ticketing mindset and putting customers at the center of the experience. Beyond the capabilities of the tool itself, which continues to improve on a very frequent basis, the team behind Gladly is outstanding. From pre-sales, through implementation and now through ongoing account support, we have had some truly remarkable partners that care deeply about CX and our business. Review collected by and hosted on G2.com.

We're very excited about the roadmap with Gladly, and their product continues to improve and embrace AI. The shift to AI has caused the core "Hero" platform to receive less updates, but we've shared this feedback with Gladly and they've committed to address it. Another example of their receptivity to customer input. Review collected by and hosted on G2.com.

Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. Review collected by and hosted on G2.com.

The only drawback is that social media comments don’t pull into the platform. DMs integrate perfectly, but having comment visibility would make the social experience fully complete. Review collected by and hosted on G2.com.

I personally enjoy the fact that Gladly focuses on the context of the customer rather than on the channel. I do not have to work on different inboxes, all messages, calls and social mentions in one place. By combining it with our CRM, I would be able to view customer lifetime value when chatting with the customers. My work is also less stressful as it is easy to use and has enough features that enable me to focus on finding solutions instead of following a conversation. Review collected by and hosted on G2.com.

Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agent performance or ticket trends, which decelerates the process of strategic planning. This has affected my team in its capacity to detect the bottlenecks in a short duration. The interface may sometimes become a little crowded when there are several conversations and this may make it difficult to multitask during busy times. Review collected by and hosted on G2.com.

I love how easy it is to set up Gladly; it really is very user-friendly since you only need to press 'next' and that's it. The implementation of artificial intelligence helps a lot in my day-to-day, significantly improving my efficiency. Mainly, the spell checker and the format checker are what I find most useful, as it's not always easy to express oneself well. Gladly helps me give a more professional or friendly format to my communication. Additionally, the ease of use is impressive, and the system is very complete with very few flaws, which I really value a lot. Without a doubt, I would recommend Gladly with a rating of 10. Review collected by and hosted on G2.com.

At the moment, there is nothing I don't like. Review collected by and hosted on G2.com.

The most helpful about Gladly is that we can provide a good customer service due to the fact we can see all the customer profile and we can know if the customer has an outgoing case to follow up and we avoid the customer repeating themselves. Review collected by and hosted on G2.com.

The downsides of using Gladly is we can create task to another person and this avoid us to take the propper ownership to follow up. Review collected by and hosted on G2.com.

The most notable thing is that Gladly does not separate the entire customer experience. I am in it all the time responding to questions and reviewing previous discussions, and CRM integration makes everything up to date. These features are concentrated on what is really important to support work and day to day use has simplified the process of handling inquiries, continuity and response is faster and more useful. Review collected by and hosted on G2.com.

The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am also forced to make an additional effort to categorize or rank queries, which reduces my pace. I follow it on a daily basis hence these restrictions are frequent. Although it is convenient with the majority of support activities, peak times may seem somewhat limited under the existing configuration. Review collected by and hosted on G2.com.

I love that Gladly is an incredibly versatile tool that I can use for almost anything with minimal restrictions, which significantly enhances my workflow. Its user-friendly interface stands out to me because it's very easy to use, requiring less time to learn and set up—remarkably, you can become quite proficient within a day. This ease of use results in substantial time savings in my work processes. These features are crucial as they simplify my daily operations and allow me to perform tasks effectively and efficiently, providing me with a comprehensive solution that addresses all my needs. Given its benefits, I am highly likely to recommend Gladly to others, as reflected by my likelihood rating of 10 out of 10. Review collected by and hosted on G2.com.

I feel that Gladly could be improved by adding an alarm feature to alert for different status changes or setting a timer if needed. Review collected by and hosted on G2.com.

I find the feeling of conversing with Gladly so natural because I am changing channels all day and day out. I frequently work with both Shopify and Klaviyo, and the integration maintains all the flows within a single flow. These features aid me in accomplishing tasks without having to multitask on the additional tabs. This is actually what keeps me on the move as I am able to respond faster and be organized. It has become a part of my everyday life and it saves me a lot of back-and-forth. Review collected by and hosted on G2.com.

The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction of new updates may be slow as well and this has an impact on my speed during the rush days. The platform with Shopify is something I frequent, so any delays put me into a disorient. It does not destroy anything, but it creates some friction that makes my workflow somewhat not as smooth as I would like it to be. Review collected by and hosted on G2.com.

I love that Gladly has a very intuitive UI, which makes it easy and fast to train new users. I appreciate its reliability with respect to up-time, which ensures seamless communication management without interruptions. The team at Gladly is dedicated to ensuring we use the platform effectively, while also being open to improvements, which fosters a strong partnership. I find Gladly to be a coherent, centralized solution that organizes customer communication across various platforms and media, which enhances customer interaction by focusing on the customer rather than a ticketing system. This allows for faster resolution and provides better context in customer interactions. The integration of AI tools with Sidekick is another favorite feature, as it accelerates service and reduces reliance on agents for handling lighter tasks. Additionally, integrating Gladly with our e-commerce platform and other systems has streamlined our operations significantly. Review collected by and hosted on G2.com.

There are some features that we would like to have that are not currently in scope. Creating outbound dialers from lists for outbound sales is not particularly easy, or not as easy as our previous platform. Occasionally the AI assistant says or does things that are head scratching, but that will work itself out over time. Review collected by and hosted on G2.com.

Gladly is an outstanding engagement and communications platform. I have prior used platforms such as Salesforce and ZenDesk, which often fell short when trying to engage with customers across multiple channels - especially when it came to historical reviews. Topic timelines and intuitive search features also give users a powerful tool to find trends and targeted customer issues.

I also cannot understate the quality and spread of reporting available on the platform. OOTB there are several pre-made reports to give you a 360° view of your support team and customer metrics. Those of you familiar with OMNI or Google Looker will also feel at home with an Analyst license, allowing you to create your own custom reports and dashboards based on your company needs. This feature alone drive our entire CX department and gives countless actionable insights every month.

Gladly is a platform I cannot over-sell. Their support gives comprehensive care, their API documentation is supremely comprehensive and helpful for building connections and custom integrations, and the platform as a whole is easy to use every day from front-line support agents to department analysts. Review collected by and hosted on G2.com.

Gladly is a platform that's hard to find a downside for! On occasion we've had slow responses from the Support team on either enhancement requests or low-priority technical issues, however they have never failed to deliver on mission-critical bugs or requests. Review collected by and hosted on G2.com.