As a Cloud Engineer I have to see how our systems are talking to the CX platform. The "Customer Timeline" is very impressive. If a customer sends an email, then calls, then WhatsApp message it is all one single scrollable timeline. No need to merge tickets and look for old history. It saves so much time for our agents and on the backend side, the integration with the API is very clean. The "Customer AI" is also very smart - the bot actually knows what the customer wants rather than just giving generic bot replies.

My favorite feature of Gladly is that it keeps customer conversations together as opposed to being divided into tickets. I have been using it everyday and the frequency doing the same is a true indicator of how natural it is to my work process. It integrates with services such as Shopify and Slack, thus, I do not need to change tabs to see the order information and team reports. The feature count is also good as long as handling emails and chats.

Gladly is great since it puts consumers first instead of tickets. I can see all of a customers past conversations in one perspective that helps me to grasp their situation better and provide them with the right answers. I don't have to search in different sections for old messages which saves me a lot of time. The UI is easy to use clean and basic. It does not matter if someone is new they will learn how to utilize it quite quickly. I also like the fact that it allows you to use email live chat audio and social media all in one spot. This helps me to be organized and help me get more done Teamwork is another great thing about it. Its easy for me to ask my teammates to help & switch chats without getting any information lost in the process. The way the notifications and workflow are setup is also good which gets me to keep track of all my customers needs.