--- title: Gladly Reviews meta_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1113 reviews by the users' company size, role or industry to find out how Gladly works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 1113 scale: '5' date_modified: '2026-07-16' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Gladly Reviews **Vendor:** Gladly **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,113 ## About Gladly The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/. ## Gladly Pros & Cons **What users like:** - Users value the **ease of use** of Gladly, allowing for seamless engagement and efficient support interactions. (191 reviews) - Users value Gladly for its **helpfulness** , providing easy access to tools that enhance agent efficiency and organization. (135 reviews) - Users love the **innovative features** of Gladly, enhancing customer experience with automation and reliable support. (128 reviews) - Users find Gladly's **efficiency** essential for streamlining support workflows and enhancing overall customer experience. (105 reviews) - Users appreciate the **collaborative and user-friendly tools** of Gladly, enhancing efficiency in customer service interactions. (78 reviews) - Intuitive (68 reviews) - Customer Satisfaction (67 reviews) - Interactions Management (62 reviews) - Simple (62 reviews) - Time-saving (62 reviews) **What users dislike:** - Users find **missing features** in Gladly, leading to inefficiencies and a lack of tailored support for specific needs. (40 reviews) - Users find the **complexity** in managing notifications and custom attributes can hinder their overall experience with Gladly. (31 reviews) - Users find Gladly has **limited features** , affecting efficiency and the tool's overall effectiveness for their needs. (31 reviews) - Users experience a **slight learning curve** initially, though onboarding support helps make it manageable. (30 reviews) - Users find the **limited customization** in Gladly restricts their ability to tailor reports and adapt to specific needs. (30 reviews) - Users often experience **call issues** with Gladly, affecting their communication quality and overall usability. (29 reviews) - Users experience **technical issues** with Gladly, including speed problems and difficulty managing multiple chats simultaneously. (29 reviews) - Users experience frustrating **chat functionality issues** , including glitches, loading problems, and difficulties with account management. (28 reviews) - Users frequently experience **slow loading** issues with Gladly, impacting their daily processes and conversation accessibility. (27 reviews) - Poor Reporting (25 reviews) ## Gladly Reviews ### 1. Better Customer Service, Better Business: My Experience with Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Xyvel R. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Gladly?** What I like about Gladly is the cleaner interface and user-friendly. There's also a direct link to Shopify for the customer's order. Also, the ability to create folders for each email category and easily accessible streamlined the process. **What do you dislike about Gladly?** The ability to snooze a ticket and set a reminder to return to it later. The ability to edit notes, tags, and recall emails within a certain period of time. I also dislike how the email time is displayed; I like the date and exact time rather than an hour ago. **What problems is Gladly solving and how is that benefiting you?** It gladly creates an all-in-one support ticket system. It allows me to streamline my work and eliminates the need for me to open many tabs for each system because I can immediately access customer information and orders. ### 2. This platform transformed the way we handle customer queries and improved our response times **Rating:** 4.0/5.0 stars **Reviewed by:** Rutu P. | Marketing and communications Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Gladly?** I appreciate Gladly's unified platform for customer communication, which allows our team to manage all channels such as email, chat, and social media in one place. This streamlined approach has improved our response times and increased customer satisfaction. **What do you dislike about Gladly?** The main thing I don't like about Gladly is that it costs more than other support tools out there. Also limited options to customize specific functions can be a disadvantage, as it prevents adapting the software to fit the distinct needs of a business **What problems is Gladly solving and how is that benefiting you?** Gladly solves the problem of dealing with customer messages from different places by putting them all in one spot. This makes us faster at answering and fixing problems, making our customers happier. It also helps us see how customers act, so we know where to make things better and work more smoothly. ### 3. Quick support and interaction with customers **Rating:** 4.5/5.0 stars **Reviewed by:** munirah b. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2023 **What do you like best about Gladly?** A sleek and easy interface lets users quickly find the tools they need on the support platform. Several integration options allow us to work with other software with Gladly. **What do you dislike about Gladly?** I noticed some word filters that automatically ban words on their banned list. The list can't be customized or added to a new word. **What problems is Gladly solving and how is that benefiting you?** A good customer support platform that has all features that our business needs. Customers don't have restrictions on the communication medium they want and can freely choose the medium they are comfortable with. ### 4. Improve customer support platform and customer experince with us **Rating:** 4.5/5.0 stars **Reviewed by:** bahtiar s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2023 **What do you like best about Gladly?** The ability to customise the customer support platform allows users to reach us quickly and choose the communication medium they want to connect to us. Either using live chat, a phone call or using email. **What do you dislike about Gladly?** I believe that Gladly has reached its maturity, and all the tools and features generally have no issues or bugs. **What problems is Gladly solving and how is that benefiting you?** The primary problem that Gladly has solved is with the process of transforming our call and support centre. We now manage to solve users' issues twice the volume than before Gladly. ### 5. Perfect tools for us **Rating:** 4.5/5.0 stars **Reviewed by:** Tuminah S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Gladly?** Easy and quick integration with our e-commerce platform, which is Shopify. The integration makes tracking customer orders and information relatively easy and fast. **What do you dislike about Gladly?** Gladly is expensive, but it does come with excellent tools and features to make our customer support service in much better form. **What problems is Gladly solving and how is that benefiting you?** What I love working with Gladly is that they are able to stack our IT business stack, which has reduced our operation cost. Our Agent can work in a better system with all the support they need. ### 6. Interactive and easy to access **Rating:** 5.0/5.0 stars **Reviewed by:** Rohit K. | Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2023 **What do you like best about Gladly?** Easy to access and helps to solve customer queries **What do you dislike about Gladly?** It's lagging sometimes but good to access **What problems is Gladly solving and how is that benefiting you?** solving the cx queries globally and recognized as a interactive tool ### 7. Seamless and user friendly! I highly recommend Gladly! Fast, responsive, and super organized! **Rating:** 5.0/5.0 stars **Reviewed by:** Richard D. | Customer Service Repesentative, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2023 **What do you like best about Gladly?** What I love about Gladly is how organized conversations are kept, how information is saved to make calls quick to organize and how seamless it is to have customers' data. I also love how fast and responsive it is to use the site and navigate through it without running into many issues. Another thing I love about Gladly is being able to put articles in Gladly Answers for any scenario or how to perform tasks correctly for employees. Having Gladly Answers has helped me so much whenever I need a reminder on how to do certain things correctly or how our process is for our company. **What do you dislike about Gladly?** The only downside I can think of is sometimes during the day, if calls go through, the accept call banner message won't pop up and flag it as a missed call or sometimes when you do press accept, it doesn't let you can be a little frustrating. **What problems is Gladly solving and how is that benefiting you?** The biggest problem Gladly helped fix was keeping customer contact information and conversation from the last calls made it super easy to keep track. Now when a customer calls us that has a history with us, we can pull up previous conversations and be able to help them immediately. Another thing Gladly helped fix giving us helpful articles and the ability to add more pieces and edit them with new information so that we are kept up to date on current knowledge within the company and updated information on specific tasks and issues handled. Having this feature is another reason Gladly is fantastic because it gives us the benefit of updating our knowledge and gives customers the most accurate and most up-to-date information on specific issues that happened and a better customer care experience. ### 8. Improve relationship with customers **Rating:** 4.5/5.0 stars **Reviewed by:** sabriah d. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Gladly?** One of the things that I like about Gladly is that it has humanized the customer support platform again. Customers can interact with real support agents, not with the chat robot. **What do you dislike about Gladly?** I don't experience any downside with Gladly. Any issues with the platform are quickly fixed, and they always welcome new ideas to improve the platform. **What problems is Gladly solving and how is that benefiting you?** We respond to and solve customers' issues from the support platform more easily. A human touch for each support ticket makes the customer feel appreciated and become loyal to our brands. ### 9. Connect freely with customers **Rating:** 4.5/5.0 stars **Reviewed by:** suhanah t. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Gladly?** A much superior feature to connect and communicate with customers, in terms of customer support. Customers can select their preferred communication platform to connect with us. **What do you dislike about Gladly?** I have no dislike for Gladly for now. Easy to operate with many flexible and customisable tools, make it one of the most crucial tools for our business. **What problems is Gladly solving and how is that benefiting you?** Issues that Gladly has solved are with the customer self-service platform. Customers can help themselves by using AI robots to check on their previous orders or any subscription they have with us. ### 10. Improve our respond time for customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Syahmi S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2023 **What do you like best about Gladly?** I love that Gladly has sophisticated tools and features that focus on the relationship between the brands and customers. It simplifies customer support agents to serve clients' needs. **What do you dislike about Gladly?** I rarely encounter any issues with Gladly. For me, Gladly features have already matured, and no need for additional changes. **What problems is Gladly solving and how is that benefiting you?** Digital customer service with many modern tools has improved the service quality we can deliver to customers. The platform is not tied to one communication hub but consists of many communication forms that customers can select. ### 11. Best product for customer support service **Rating:** 4.5/5.0 stars **Reviewed by:** Ehsan J. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Gladly?** One of my favorite features is that we can quickly obtain the agent's date and time stamp for appropriate instruction when we do not regard it as a good process. For instance, the representative is misusing breaks and lunches or sneaking into lines that aren't hers. **What do you dislike about Gladly?** In an internet setting, the email alert will appear as a header. It would be ideal if there were also an alert bell for this so that we could recognize that it was an email regardless of whether we weren't looking at the computer. **What problems is Gladly solving and how is that benefiting you?** To assist them with some product-related issues, we work with Glady to build consumer profiles and enter all the necessary details about the consumer. ### 12. The most advanced all-in-one system **Rating:** 4.5/5.0 stars **Reviewed by:** Anita W. | Co-Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Gladly?** The benefits of using Gladly are immense. Our team loves the streamlined way it handles multiple interactions quickly and easily - assigning them systematically and allowing users to move between projects with ease. The platform's cross-compatibility with existing systems allows us to access data seamlessly, ensuring that people don't spend unnecessary time searching for relevant information. We really appreciate this efficiency; it is one of the most delightfully convenient features that makes Gladly our go-to solution for managing customer relationships. **What do you dislike about Gladly?** Managing more than one customer at a time can be complicated, especially when the user only has a single display to work with. To make it easier to distinguish overdue tasks from others in the sidebar, they should be highlighted in red or have some other visual cue. Also, because all sidebar tasks are formatted in a similar way, it can be difficult for users to tell at a glance which project is due and to whom. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me to better manage client relationships by providing a more comprehensive database system for storing and accessing my clients' information. ### 13. Great for Customer and Agent Experiences **Rating:** 3.5/5.0 stars **Reviewed by:** Krystal Y. | Senior Technical Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Gladly?** Gladly is designed with the Customer experience in mind. Foundationally, it focuses on the concept of a conversation between the Customer and business, which can span multiple calls, emails, etc. This is a small but significant departure from the usual call/service center CRM systems, which are very contact and ticket-based. The focus is on what the customer needs--whether it is one or many things--and while it requires quite a lot of shifting from a business perspective to implement and embrace this, it is worth it because customers are why businesses exist. I also love that Gladly builds and continues to evolve their product the way modern tech companies build products. They have a base product with just enough features, and they continuously improve and release new features on a regular and frequent cadence. This gives us businesses as Gladly users the assurance that we can also continue improving. **What do you dislike about Gladly?** I think they're working on it this year, but Gladly has a lot of opportunity to improve on tools and things that large corporation-sized businesses need to run its contact center business. Complex reporting, numbers, and metrics are difficult to get at without bringing the data into your own data repository first. Real time reporting has some pretty big gaps for our own operational needs, which span huge numbers of teams and agents. Performance and scale; alerting and monitoring--these are all things that larger shops need and will be looking forward to as we move forward. **What problems is Gladly solving and how is that benefiting you?** Gladly is so user friendly and so accessible that we were able to shave off some time from Agent training/onboarding and daily prep/load time needed for Agents getting their tools ready. ### 14. Good experience with Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** syakilla s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2023 **What do you like best about Gladly?** Straightforward tools and interface design make the navigation to the system easy and not confusing. Pulling out customers' history and previous orders using the search queue is fast. **What do you dislike about Gladly?** Everything is working great with Gladly. If any issue or bugs happen to the system, they quickly fix it. **What problems is Gladly solving and how is that benefiting you?** Building a better image and leveraging the customer support platform to establish better connections and relationships with our customers. We try to make customers loyal to our brands by giving them an excellent customer support experience. ### 15. Fast and meet our requirement **Rating:** 4.5/5.0 stars **Reviewed by:** Abdillah Z. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Gladly?** Our business differs from everyone else's, and primarily customer support products are needed to meet our requirements. Gladly and our tech teams worked weeks honing and expanding the program to function with our existing tools and meet our specific needs. **What do you dislike about Gladly?** So far, I haven't come across anything I vigorously dislike. Putting the chats to one side has made it easier for me to keep track of my email. The interface remains intuitive, and we have earned some new capabilities in Gladly for interacting instantly with purchases. **What problems is Gladly solving and how is that benefiting you?** Phone exchanges are more satisfying for customers because we can address their concerns directly. The app's dependability is the key to this successful customer support platform. ### 16. Great Team Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Gladly?** We just completed our Implementation and it was very smooth, the smoothest, The SUpport was amazing and the platform is very user-friendly. I getting feedback from my team that they are excited and loving the experience **What do you dislike about Gladly?** None so far. Everything has been great. All systems are GO. I look forward to working with our Customer Success Support. There is always room to improve Reporting with any platform but so far, the Out of the Box Reports look great **What problems is Gladly solving and how is that benefiting you?** The Conversation vs the Ticketing System is definitely a game changer in terms of agent experience and efficiency. I can see an improvement on Productivity and this results in improvement on SLAs and KPIs ### 17. The ultimate all-in-one solution **Rating:** 4.5/5.0 stars **Reviewed by:** Jenna S. | Account Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Gladly?** I really appreciate the efficiency of handling multiple interactions with Gladly. It allows us to quickly switch between projects as needed and has a straightforward setup that is also very user friendly. The platform itself is an important asset to our team, streamlining processes immensely while providing easy access and convenience when juggling conversations or tasks at once. Overall, Gladly's user-friendly design and the ability to manage multiple conversations simultaneously make it an important tool for our team. **What do you dislike about Gladly?** I appreciate the effort Gladly puts into improving their platform, but I have found that my keyboard can become sluggish after a few hours of use. In addition, while they aim for simplicity with each update to the interface, it sometimes ends up feeling very cluttered and difficult to navigate between interactions. My feedback is always appreciated by my partner or representative, as they understand that there's still room for development in Gladly. **What problems is Gladly solving and how is that benefiting you?** Gladly makes it easier for me as a manager to ensure that the promises made by my team are kept. It quickly retrieves past customer conversations and recorded calls so I can verify what was said or promised, which enables us to keep our commitment to loyal customers. ### 18. Good and best interactive tool **Rating:** 5.0/5.0 stars **Reviewed by:** Md Zunaid S. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 04, 2023 **What do you like best about Gladly?** Your organization's data cannot be pasted here. **What do you dislike about Gladly?** Good and best interactive too. I never seen this type of tool. It's a better experience. **What problems is Gladly solving and how is that benefiting you?** Gladly is solving a customer problem in very easy way. ### 19. All-in-one customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** bahtiar s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Gladly?** Gladly provides a superb customer support platform that lets users connect with us from the medium they are comfortable with. It can be by calls, live chat or email. **What do you dislike about Gladly?** No downsides that I have experienced with Gladly for past two years. Fast solutions, easy to connect and amazing service. **What problems is Gladly solving and how is that benefiting you?** Combining customer self-service and digital customer service is creating an autonomous bots platform that lets users take care of their needs. No agent needed to entertain because all process is done by the customer thelselve. ### 20. Unifying customer interactions, all in one place **Rating:** 4.0/5.0 stars **Reviewed by:** Neil B. | Market Access, Payer Account Director, Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Gladly?** Gladly's detailed reporting feature is a standout for me. It gives us a comprehensive overview of our customer service interactions, helping us to identify areas of improvement and adjust our strategies accordingly. This data-driven approach has elevated our service delivery. **What do you dislike about Gladly?** One area where Gladly could improve is in its implementation process. The setup can be somewhat complex, particularly when integrating with existing systems. A more streamlined onboarding process would enhance the user experience. **What problems is Gladly solving and how is that benefiting you?** Gladly resolves the issue of dealing with customer service on numerous platforms. Our ability to communicate with customers across a variety of channels from a single location improves their experience. Our work has run more smoothly as a result, and our clients are happier. ### 21. A great way to communicate a service between customers and agents! **Rating:** 5.0/5.0 stars **Reviewed by:** Luis F. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Gladly?** The most i like about Gladly, is that I can offer a better service, and faster than others, this is a great option if you are interested in providing the best service. **What do you dislike about Gladly?** In this case, the only thing that I do not like about Gladly, is when I am trying to use my phone and the mail button, sometimes it does not work. Besides of it, it's perfect! **What problems is Gladly solving and how is that benefiting you?** Gladly is helping me out with service for the warranty process in products. The consumers get assisted by us during a call. In fact we provide an excellent service! ### 22. Gladly or Bust **Rating:** 5.0/5.0 stars **Reviewed by:** Emma H. | Customer Experience Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2023 **What do you like best about Gladly?** Gladly makes it easy to be a CX agent by streamlining the processes we use on a daily basis--looking up order history, payment and tracking information, etc. I love how easy it is to see who is on what channel, too, as this enables us to stagger breaks and keep the team coverage at the needed levels. I love being able to see the historical conversation from customers to see what they've already reached out about, their typical size choices, etc. The integration with Shopify is also a huge unlock--we can see whether someone is enrolled in our rewards program, what promo code they used on an order, whether an item was returned, etc. all without leaving Gladly! It makes it so efficient to work each day. **What do you dislike about Gladly?** I wish the top bar on the Topics page of the reporting section were "sticky," so that when we scrolled down that report, it would stay at the top so we could more easily reference the data. I mentioned this in a 1:1 meeting with a Gladly rep last year but never heard anything! It's also frustrating when we cannot merge customer profiles due to the error message (which also contains a typo!): "Customers could not not be merged because they have different external customer ids for the same source system. Please unlink one and try again." **What problems is Gladly solving and how is that benefiting you?** Gladly reduces the repetition needed from customers, which enables us to service them faster and have higher productivity. Absolutely incredible CRM platform! Gladly makes it easy to do my job, support the work of my team, and provide seamless service to our customers! I also love how easy it is to add and organize Answers so that my team has the tools they need to succeed. This means more self-resourcing and fewer Slacks! ### 23. My Gladly review **Rating:** 4.5/5.0 stars **Reviewed by:** fatihah a. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Gladly?** Organizing support tickets and messages from customers is easy with Gladly because all the mediums are on one page. I don't need to switch the page tabs or use several tools. **What do you dislike about Gladly?** None for now. Gladly has perfected the customer support platform; all the features are important for a modern requirement. **What problems is Gladly solving and how is that benefiting you?** Problems that have been solved are with response time for each support ticket. We reduced the waiting time to less than three days, compared to five days with our previous CSM solution. ### 24. One hub for many functionsOne hub for many functions **Rating:** 4.5/5.0 stars **Reviewed by:** Justin S. | Senior Business Relationship Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2023 **What do you like best about Gladly?** What I like most about Gladly is its user-friendly design. The platform makes it easy to organise and manage administrative tasks, as customer data is always at hand. I can also use tools such as activity views - which give me an overview of customers' previous interactions with other agents - or task settings functions, which help customers easily switch between telephone and email as required. On-screen notifications let you know when you've received a new interaction instantly, without having to open pop-ups - all of which makes this an invaluable site for customer relationship management. **What do you dislike about Gladly?** I wish Gladly had more customisation options for the ringtone, rather than just the same one that comes with Zendesk, as it can be disconcerting to shift your attention when working on email responses and having to answer a phone call. Having separate sounds for incoming calls would help me focus more on my task of responding without disrupting my workflow. **What problems is Gladly solving and how is that benefiting you?** Gladly helps me to be more productive by enabling me to communicate with clients quickly and effectively. It provides organisational tools that enable my team and me to meet service level agreements (SLAs). In addition, Gladly's speed allows us to complete tasks quickly, so our clients are satisfied faster. ### 25. Glady operation system **Rating:** 5.0/5.0 stars **Reviewed by:** Maria H. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2023 **What do you like best about Gladly?** What i like the best is that I can use it very well and it simplifies the information for all ower consumer and helps me collect all information needed and get all ordered up the way it has to be and make our job very easy. **What do you dislike about Gladly?** The system is sometimes a little slow and adds a little more topics also on the consumer information we can have a little more spaces were we can fill in other detailed information **What problems is Gladly solving and how is that benefiting you?** glady is very good for us because we can fill in all consumer details regarding personal information, and also we can put in all retailers information such as model Number and details of the retails ### 26. It is a super easy and friendly tool to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Aura J. | Enterprise (> 1000 emp.) **Reviewed Date:** February 13, 2023 **What do you like best about Gladly?** What I like the most is that it shows all the information I need in one place and I don't have to keep scrolling through pages to find what I need. That's why I consider it easy, fast and very good to use in your day to day life. **What do you dislike about Gladly?** Nothing, the platform is super friendly I think I wouldn't change anything. Maybe add options with different colors between messages, but it is very complete and that's why I like it. . **What problems is Gladly solving and how is that benefiting you?** I find all the customer information on a single page, plus it allows you to modify something if it is not correct. I feel that the only thing that sometimes I don't like is when I try to connect a client with the correct profile and it doesn't update it. ### 27. Modern solutions for CRM platform **Rating:** 4.5/5.0 stars **Reviewed by:** Aslinda T. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Gladly?** All tools and communications means are available on one platform. Customers can freely choose the communication medium they want to connect with without switching the platform. **What do you dislike about Gladly?** The OTP code to verify customers' identity sent to their emails sometimes does not arrive or lands in the Spam Email. **What problems is Gladly solving and how is that benefiting you?** Digital Customer Service allows the customer to self-care for their needs and requirement. Using the bots, they can quickly find their current product shipment details or ask for refunds for the product they are returning. ### 28. Gladly, the most innovative software. **Rating:** 5.0/5.0 stars **Reviewed by:** Heather M. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2022 **What do you like best about Gladly?** The Customers' past and present conversations are all in one record which helps backtrack responses and options or solutions offered by previous representatives. **What do you dislike about Gladly?** Members or customers can call and chat at the same time which mix-up both education and resolution from each representative. One of the two representatives working on the reach-out will lose one ticket. Gladly sometimes refreshes suddenly and notes or messages typed in were gone and you have to retype it again. **What problems is Gladly solving and how is that benefiting you?** Easy merging of tickets. It really helps sort down multiple emails or reach outs from the same email address and put them in one record. Also, it helps representatives shorten their response time and send their reply quickly which gives the customer a great customer experience. Also, gladly make it easy for reps to find previous messages by just using specific words included in that particular message. ### 29. Gladly Review **Rating:** 4.0/5.0 stars **Reviewed by:** Calvin L. | Sr. Warehouse Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2022 **What do you like best about Gladly?** The most helpful part of Gladly is when it looks like it's easier for us to find the conversation. Just scrolling up and down in the conversation. In addition, I would like to add that it just looks like some familiar messaging platforms such as messenger, Twitter DMs, and etc.. **What do you dislike about Gladly?** The downside of Gladly is that we're unable to do some customization on the platform such as resizing the interface. Also, when sending emails, there's a lot of space even when there's only 1 space before it was sent. **What problems is Gladly solving and how is that benefiting you?** I think the problem I can find is customizing the interface and merging conversations. It can definitely benefit me from customizing the interface from what we feel comfortable looking into it. Lastly, if we mistakenly merged conversations, we wanted to make any changes to that to unmerge conversations. ### 30. CSR experience on Gladly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Gladly?** Easy to learn, easy to use. Can easily switch from SMS to Chat to Email when contacting the customer. It also has a nice user interface and the buttons are easy to understand. **What do you dislike about Gladly?** Forces you to keep working without a break since it auto-assigns the conversation once you click next. Also, the reports could use some improvement as it is not user-friendly. **What problems is Gladly solving and how is that benefiting you?** Ensuring that the team is online and working. You can see live who is online on phones, emails, or messaging, and you can quickly catch if anyone is on a break outside of schedule. ### 31. Easy way to improve customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Samsudin B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2023 **What do you like best about Gladly?** Flexible and easy to customize the customer support platform. The client can choose a communication medium they want to engage with us and change the medium on the next session without any issue. **What do you dislike about Gladly?** I feel that every tool Gladly provides valuable and has benefited us. No dislike for the tools and features from me. **What problems is Gladly solving and how is that benefiting you?** The business problem that Gladly has solved is disorganized support channels, which prevents our customer support agent from having current information regarding our customers. ### 32. Excellent experience interacting with customers through Gladly. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2023 **What do you like best about Gladly?** I like that it gives you all ways and channel to communicate with customers and co-workers, and also the guidelines and preset answers for a variety of situations. **What do you dislike about Gladly?** I think the transfering to a different department process could be improved. **What problems is Gladly solving and how is that benefiting you?** Knowing what customers issues are and communicating to the the solution. ### 33. Improve our succession rate with customers **Rating:** 4.5/5.0 stars **Reviewed by:** Afham s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2023 **What do you like best about Gladly?** We can connect directly to the customers and make the conversation more human instead of using the Live bot to answer and handle all our customer's support needs. **What do you dislike about Gladly?** The self-service threads platform is entirely foreign to us and needs time to learn and set up the service. **What problems is Gladly solving and how is that benefiting you?** Solves complex customer problems quickly since all the information we need about the customers can be accessed quickly from the cloud database. Great experience so far with Galdly. ### 34. Glady is a very efficient tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel A. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 28, 2023 **What do you like best about Gladly?** On my opinion i love the fact consumers profile can be created so easily. Love that you can transfer calls, send emails and even sms messages. Very easy to use and real efficcient. **What do you dislike about Gladly?** Difficulty on finding consumers that were just helped. There is a search option but sometimes the consumers you have just helped are not on there. Maybe if that list starts with the last consumer you have helped it will be easier to find. **What problems is Gladly solving and how is that benefiting you?** Gladly is an all in one tool, from being able to call a consumer, creating a profile, makes it real easy to accomplish tasks on a day to day basis. You can efficiently set topics and create task with a single click. ### 35. very good **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Gladly?** It is easy.and real quick,and understandable.and i keep learning while using it **What do you dislike about Gladly?** Have not found one yet,but i will let you guys know,so far have not notice anything. **What problems is Gladly solving and how is that benefiting you?** The problem it solves for cxservice ,I am helping people with the warranty makes me feel helpful and good.and also has me willing to help more . ### 36. Help customers in modern platform **Rating:** 4.5/5.0 stars **Reviewed by:** Aminah J. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Gladly?** Glady's KB is one of my favorite features. It's an excellent resource for answering customers' phone calls. How to manage, troubleshoot, or navigate stages and get off a call's subject are covered in detail. **What do you dislike about Gladly?** Whenever a new query is received, I find it highly irritating that a notification bar appears throughout the forefront of the display and obscures the data I am entering. **What problems is Gladly solving and how is that benefiting you?** I am pleased to report that the issue with customer service has been resolved, which will help my team and me with our hiring needs. Thanks to tools like ADA, the improvement system, and the rules system, we can assist users. ### 37. The secret to an organized and efficient support team **Rating:** 3.5/5.0 stars **Reviewed by:** Karla D. | Senior Account Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Gladly?** I like Gladly because it gives us a single view of each customer, making it easy to access all their information. This lets us give better and faster support. Plus, it connects well with our other software, like CRM and online sales tools, which helps improve customer service even more. **What do you dislike about Gladly?** Sometimes, Gladly has technical problems and doesn't work right, which gets in the way of our customer support. This can be annoying for us and our customers and make our support less effective. Fixing these problems faster would help a lot. **What problems is Gladly solving and how is that benefiting you?** Gladly helps our team stay organized and manage customer inquiries more effectively, reducing the risk of missing or overlooking any requests. The software's robust reporting tools also enable us to identify areas where our support can be improved, ultimately contributing to an enhanced customer experience and increased overall satisfaction. ### 38. Very efficient and helpful tool to use at work. **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan J. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Gladly?** I like how you can switch between different channels and keep track of your notifications. **What do you dislike about Gladly?** Hard to find a dislike with Gladly, but I say maybe it could be a little more detailed on the customer's information. **What problems is Gladly solving and how is that benefiting you?** Gladly is allowing us to have multiple tasks assigned and develop an excellent service for our customers. ### 39. A must have tools for seamless customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Faridah s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Gladly?** The best of Galdly is its various communication platform to connect with customers. The dashboard is minimalist and easy to navigate, and the customer loves when things are easy. **What do you dislike about Gladly?** I don't have any negative reviews for Gladly. It has truly helped us in managing the customer support platform. **What problems is Gladly solving and how is that benefiting you?** Easy interaction with customers and eliminating the support tickets system. Customers can use multiple communication mediums, and all the conversations will remain on the same page. ### 40. Innovative App **Rating:** 5.0/5.0 stars **Reviewed by:** Rasha J. | Student Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Gladly?** I like the KB section in Glady. It gives a lot of help with answers to questions students call in about. It guides you step by step on how to handle, troubleshoot or navigate steps, as well as helping topic off a call. **What do you dislike about Gladly?** Sometimes there are glitches, which can take longer to fix, and some students get upset because their issue cannot be resolved at that point of the call. But, like every application, there will be a glitch or two. IT makes sure they are on top of it and get it fixed. **What problems is Gladly solving and how is that benefiting you?** Gladly solves and helps assist students with their needs. It benefits me because it has a lot of information that guides me through the process of assisting students and setting expectations to get their issue resolved. ### 41. A superior CRM platform for improved customer relationships **Rating:** 4.5/5.0 stars **Reviewed by:** Samira C. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Gladly?** As an avid Gladly user, I can confidently say that 'Answers' is a great addition to the platform. It allows customer service agents to respond quickly and efficiently without having to type long responses - providing natural sounding, conversational answers. In addition, specific scripts can be added to address current trends or questions on specific topics, allowing for more consistent training of customer service agents while saving time. Finally, it's easy enough to manage, with features such as mailbox control giving users additional customisation options if required. **What do you dislike about Gladly?** We recently received feedback from our users that they do not like it when a caller does not leave a message when their call is transferred to an agent. In response, we have implemented measures to ensure that all calls are returned the next business day so that agents know whether or not contact has been made. With this addition, Gladly hopes to provide better service and peace of mind for its customers. **What problems is Gladly solving and how is that benefiting you?** Gladly solves the problem of customer support, which benefits me and my team by making our staffing issues easier to manage. We have access to a number of helpful resources, such as ADA's Sidekick, the boost system and the rules system, which give us more capacity to help members. ### 42. easy to use very upfront **Rating:** 4.5/5.0 stars **Reviewed by:** Evelyn S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2023 **What do you like best about Gladly?** The Ai feature is the most helpful for me **What do you dislike about Gladly?** Im not allowed to break during active chats **What problems is Gladly solving and how is that benefiting you?** helps clients with problems in a faster manner ### 43. Gladly is a Great Resource/Tool For Remote Call Centers **Rating:** 5.0/5.0 stars **Reviewed by:** Vanessa B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 23, 2023 **What do you like best about Gladly?** What I like best about Gladly is the ability to research a customer's transaction history, profile and previous conversations. Having this information on hand while communicating with the customer helps significantly reduce the need for the customer to explain their issue again to a new representative. You can add notes and create tasks to follow up with the customer and ensure a successful rapport. The answers section also helps quickly access information. **What do you dislike about Gladly?** On some rare occasions, there are chat errors that can occur. Sometimes a customer cannot see a greeting or chat that a representative has sent to the customer. **What problems is Gladly solving and how is that benefiting you?** I love the ability to include a fellow representative in a task so they can be made aware if their attention is needed. This allows us to quickly connect so we can gather additional info or obtain assistance if/when needed. ### 44. Great product that game changing our support team **Rating:** 4.5/5.0 stars **Reviewed by:** Hamdee J. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Gladly?** The user experience is fantastic. The interface is simple to use. It's an excellent tool for keeping tabs on everyone's progress, facilitating open lines of conversation, and generally facilitating our day. It offers a streamlined process that is appreciated by CSRs everywhere. **What do you dislike about Gladly?** The interface is not appealing. It's crucial to repair this area. Assigning different colors to members who have responded but have yet to resolve it would be helpful. **What problems is Gladly solving and how is that benefiting you?** Since I predominantly interact with my customers through this medium, any situations that may arise are quickly managed. I am not aware of any ongoing issues that happen regularly. ### 45. Proved to be the best in customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Safuan T. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Gladly?** All the tools are available in Gladly are perfectly tailored to help us manage the customer service platform and find customer information the fastest way. **What do you dislike about Gladly?** I have no dislike. My experience with Gladly is primarily positive, and I highly recommend this software. **What problems is Gladly solving and how is that benefiting you?** The primary problems that Gladly has solved are with support waiting time and our agent's effective rate in solving customer inquiries and concerns. ### 46. Keep customer loyalty with strong customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Jailani K. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2023 **What do you like best about Gladly?** The main feature that makes Gladly more attractive than others is that they only need one platform to support multiple channels or forms of communication. Customers can send pictures, screenshots, voice recordings and many more. **What do you dislike about Gladly?** The pricing package for each customer support agent is quite expensive and has a minimum seat for the pricing package. **What problems is Gladly solving and how is that benefiting you?** Gladly customer support platform structure helps make the customer center simpler. Everything can be viewed on a single view, and the information is not scattered all over the platform. Monitoring agent performance and insight for all the tickets is quicker this way. ### 47. User friendly and very detail on our agent's time stamps. **Rating:** 5.0/5.0 stars **Reviewed by:** Ramon H. | Crate and Barrel Supervisor for the outsource company SSG, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about Gladly?** What I like best is that it's easy to use and how fast we can get an agent's time stamps for proper coaching regarding a situation where we don't see it as a suitable procedure. For example, the agent is break abusing, lunch abusing, or he/she is getting into a queue that doesn't belong to him/her at a particular time. It could also be used to catch any work avoidance from the agent if they use personal time for a long time. I also like that it is user-friendly for an agent or supervisor because it gives you the answer for opening and closing and detailed information when an agent is assisting a customer, and for a supervisor, it shows the times when the interaction was answered and assigned to an agent, like a time stamp but inside the interaction. **What do you dislike about Gladly?** What do I dislike? I actually don't have a dislike for gladly, but, In the past week, we have had more than one system issue with removing the agents from gladly; still, it was fixed right away, but that is the only thing I could think I dislike because other than that, we could also appreciate it if at the time an agent goes coaching it could show a time during coaching instead of checking the option of time stamps as we usually do to get the detail information of when were available but in coaching. And as an agent, the dislike is only the confusion at 1st when a task is created, and the interaction is closed by accident, causing a survey to be sent to the customer not having the solution for him or her. **What problems is Gladly solving and how is that benefiting you?** The problem that gladly has solved for me and the ways that it has benefited me is fantastic for many reasons; One of the reasons why is that I have had situations with agents who denied doing break abuse, lunch abuse or any coding abuse. For example, hudle review or the use of excessive personal time as well as being in a different queue. Gladly has benefited me with the proof of the time stamps on which I have the chance to explain to the agent what date, time and for how long any time abuse happens, and that is awesome because I can show the agents part by part where the incidents happen and why he is being told about it helping give proper and friendly coaching. ### 48. Robust software with excellent result **Rating:** 4.5/5.0 stars **Reviewed by:** biswan t. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Gladly?** Handling all sorts of communication platforms to support users' inquiries and support. Improving our relations with users and giving them the best customer support experience. **What do you dislike about Gladly?** I don't have anything that I dislike or against Gladly. For me, Gladly is one of the best solutions for customer support platforms. **What problems is Gladly solving and how is that benefiting you?** Helping customer check their membership subscription and expiring date. Manage customers' questions about our professional training service and register new members. ### 49. Gladly usage is easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Executive Office | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Gladly?** Its simple to navigate and easy to use. The answers to find are easily accesible as well **What do you dislike about Gladly?** It times you out and does not give you appropriate options to come back that include just simply timing out **What problems is Gladly solving and how is that benefiting you?** keeps records of all our consumers information in one space ### 50. Great platform in your every day life! **Rating:** 5.0/5.0 stars **Reviewed by:** Hassan J. | customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Gladly?** It is very easy to work with and has all the tools that you need to make your life and work easier. I can choose between calls, emails, o chats, and provides suggestions for chat interactions. I can also track previous interactions of the customer, such as chats, text messages, emails, or calls; also let me link the customer information with the interactions, so in that way, I can better help the customer I am assisting in a better way. **What do you dislike about Gladly?** Nothing, I like it all. It is one of the best work platforms I have worked with, one on which I can trust in my everyday life. I can even track all my everyday interactions, and look for the information I need. it rarely gives you any trouble, but nothing that with basic troubleshooting, you can solve easily. I have basically no complaints about Gladly. **What problems is Gladly solving and how is that benefiting you?** It helps me help our customers, and solve their issues. I can choose between email, chats/texts, or calls. It provides excellent tools for my everyday activities. It truly makes a difference from other call/contact center platforms which I have used before. I would truly recommend Gladly to all my friends and colleagues. ## Gladly Discussions - [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) - 2 comments, 1 upvote - [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) - 2 comments, 1 upvote - [Are you guys going to make this compatible with chromebook? Will this program be available on phones soons android or apple?](https://www.g2.com/discussions/are-you-guys-going-to-make-this-compatible-with-chromebook-will-this-program-be-available-on-phones-soons-android-or-apple) - 1 comment, 1 upvote - [How do I use gladly as a form of communication?](https://www.g2.com/discussions/how-do-i-use-gladly-as-a-form-of-communication) - 1 comment, 1 upvote - [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) - 2 comments, 1 upvote - [View Gladly pricing details and edition comparison](https://www.g2.com/products/gladly/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-16+19%3A38%3A33+-0500&secure%5Bsession_id%5D=8bf4e37f-496e-45e3-8709-3e2615be4256&secure%5Btoken%5D=b682f3ffeb8b8eb55bd4dec22703e125db272d86a27ac49951ba7d67ac3b8c7d&format=llm_user) ## Gladly Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Functions** - Session Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Artificial Intelligence** - Learning - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Gladly Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,971 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,721 reviews)