The fact that it emphasizes on the people and not ticket numbers is the best. In software such as Zendesk or Freshdesk, it is all handled using ticket numbers. But in Gladly it is all customer-focused. The entire chat, email, SMS and calls history of a customer can be viewed in one location by my team. This simplifies the working process since the agents do not need to pose the same questions more than once. Another feature I greatly appreciated as an IT Manager was its ability to integrate with our Shopify store and internal systems. The design is contemporary and clean thus the agents will be comfortable with it throughout the day.

What I really adore about Gladly is its customer-centric approach and it truly puts the person at the center of every interaction. Instead of focusing on tickets, it’s built around ongoing dialogues, with a complete history across all channels, phone, chat, and email. Because of this, our agents can pick up the conversation seamlessly even if the customer switches channels, like moving from a chat to a call. On top of that, its intelligent recommendations help agents find solutions faster, which noticeably improves both efficiency and the level of personalization.

The most impressive feature is the one lifetime conversation one. Granted, I have never been witness to such a clean type of dealing with customers in my 10 years of operations. My team doesn't have to look for ticket #12345 or #67890. All that is not far away under the name of the person. When a customer calls after two days, and he has already chatted with the agent today, then the agent knows what was said in the chat. This wastes a lot of time and my agents are quite pleased since they do not receive shouts about not knowing the history. The UI is also a very modern and colorful one, unlike these old assorted enterprise softwares.