The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years.

Inability to use external signatures in Gladly.

It's a comfort to know that each day when I log on I have such a reliable program to contact customers with.

It takes a while to adjust to the layout and design, and you have to be cautious to not have multiple tabs of it open or it will effect your analytics.

Reliability, ease of use, efficiency, customer profile management, communication history via all channels,  integration.

It makes it so easy to ensure that customers have had great experiences and uncover opportunities for agent improvement. I love the task creation process- it makes it so easy to track.

I dislike when you are trying to merge a call you have to press the hang-up button then it gives you the option to merge.

I like how you can edit tasks, have a due date for them, assign people to tasks, etc. Gladly is easy to use and visually appealing to be simple.

The phones would say a call was coming in and there would be no button for me to answer it and it wouldn't be ringing.

The ability to see all customer interactions with those also on Gladly. The ability to add notes and tasks related to each customer helps keep things organized and the customer served.

I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.

Overall Gladly has been a great and easy experience.

I absolutely love the support and strive to be better that Gladly offers. I think the social media integration has been amazing.

The cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel.

It is an amazing program to use for call centers.

You can't unmerge a customer once accidentally linked or merged.

I like how they have added the features to cancel and refund within the website instead of access the student's accounts on a different website.

Gladly is easy to use and makes everything easy to use! my overall experience is excellent and very satisfied.

I enjoy using Gladly, it was easy to learn and has been reliable for calling, emailing, and live chatting with customers across the world.

Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.

The pricing works for our small team, it was easy to launch, support is responsive and helpful.

Very easy to navigate topics, from email to phone, and has not crashed on us like prior software.

I've used a number of help desks in my 10+ years in the field of customer service. Gladly is the most user friendly platform that facilitates easy communication between myself and clients.

I love the fact it is soooo easy to use Gladly.

My least favorite would be that some emails get sent to the wrong department.

Lagging and inconsistency with customer account mergers.

I think the only thing that sucks is when there are glitches.

Gladly is fairly easy to use and is pretty successful at labeling calls. The label system and answer system are helpful as well.

So easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders.

Gladly is very easy to use and I love how responsive it is.

Love how easy it is to help the customer in all forms of communication, everything being in one 🏼 place is beyond helpful. Not having to click through tabs is a life saver.

It is the best tool for customer service that I've used in my life, and I've been working since 2014 on customer service.

It is also super intuitive as a user. I love the callback function- it makes it so easy to call a customer back.

It is super user friendly, no need of anything like downloads, I may work anywhere and everywhere with Gladly.

The customer service is awesome. And the system is super user friendly so honestly anyone can use it.

Support is knowledgable, but incompetent with trying to cancel.

It’s been great to see them figure out how to integrate the tool and make the most of the new functionality. We are very excited to see how this impacts our results in the coming weeks and months.

Its been like walking across the Mojave desert barefoot.

Without sounding too over the top, this system is pretty amazing. It’s definitely helping us manage our team and understand the importance of key metrics and driving positive behaviors.

The Nextiva team were amazing to work with, they made sure we had just the system we needed, they took us through requirements, implementation and training to ensure we had what we needed.

I have never disputed a credit card charge in the past but this terrible customer service is not something to be put up with.

The sales team is great at selling. They sold me a product I can't use and told me I could.

They are attentive, patient, and very friendly. The service has worked great and we are very happy with everything.

It’s a partnership and they are very good at clear communication, clear expectations and fulfilling their side of the agreement.

It is with much disappointment and regret that I write today regarding my recent experience with Nextiva and its employees.

With Nextiva, we have a dedicated representative who is familiar with our needs, and we have access to the excellent enterprise level customer support.

Doesn't require you to be a communications expert or engineer to figure it out. AND, whatever you can't figure out, their amazing Enterprise Support staff can...and they do so rather quickly.

This distressing sequence of events resulted in a devastating loss of profit for my business while we experienced multiple shut downs of our only business line of communication.

NextOS itself was difficult to learn in the beginning, but it's has a ton of benefits that has made my business communication grow rapidly. Using the soft phone app to communicate within my own phone.

Nor could he understand ENGLISH. Communication was horrible.

Nextiva has been great for us. The service has everything you need and for a good price.

Great customer service, and good value for a phone system.

Never have I been so shocked that a company could be so ignorant.

My overall experience with Nextiva has been excellent. From the purchase to the integration and on a daily basis in the weeds when being put to good use.

We signed up for a 30-day trial (or money back guarantee) but because of the multiple failed ports, we missed our window to cancel (to no fault of our own).

Nextiva support has been helpful, support has been great. Phones syncs great on our email and you can receive voice mails through email.

A hands free soft phone upon my desktop is quite helpful, allow for multitasking. Clarity is good with calls on the VOIP platform.

Nextiva's tech support, the interface, call monitoring capabilities all exceeded my vision of what a system should deliver.

Sign-up and onboarding was a breeze. We were using the system quickly and are already enjoying the benefits.

We were in desperate need of a new CRM. NextOS was the winner in the end with the best functionality on offer at the best price.

It is unfortunate that Nextiva advertises that their service will “work with any provider on any device”  as it is blatantly untrue and false advertisement.

Customer service has been knowledgeable, friendly, and quick. Desktop and mobile app integration ins very intuitive, requiring minimal training and support for staff.

Worst experience of my life with a service provider.

Easy to use, I can download it on my personal laptop, and allows me to work from home, am able to reach out to my coworkers, tenants, clients, and technicians.

Nextiva’s platform enables us to add on as we need and it has integrated really well with our existing systems and processes.

Very easy to setup and get started. They also had a larger range of numbers to choose from then their competitors.

The ROI on this kind of investment is key and we believe that over the long term it will be significant. It’s amazing technology that is a growth driver for any customer focused organization.

I am using Nextiva everyday at work and I like it because it is so easy to use. You can easily figure out how to do this and that PLUS the nextiva mobile app is helping a lot.

Nextiva’s Analytics Platform is amazing. It’s intuitively designed and gives you real time analysis and insights.

Ease of use and a great phone system with many features. My old number was hijacked by a collection agency for a few days, but that seemed to have resolved.

Excellent customer service and you may reach someone easily. I especially appreciate [SENSITIVE CONTENT HIDDEN] help today closing our account.

It has been a huge win for the end users here in the office, they are enjoying all of the new features and finding a lot of efficiencies as a result of the technology.

US Dollar

Gladly is a customer service platform for B2C companies to maximize the lifetime value of their customers. Rated the easiest-to-use help desk software, Gladly is an all-in-one platform for agents to respond to customers across all channels from a single screen––without tickets. Customer service agents can resolve issues from a single, continuous view of purchase history and inquiries in a conversation timeline, to deliver radically personal customer service.

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Support Ticket Management

Case Management

Surveys & Feedback

Personalization

Multi-Channel Management

Text Analysis

Document Storage

Transfers/Routing

IT Asset Management

SMS Messaging

Workflow Configuration

Sentiment Analysis

IVR/Voice Recognition

Automatic Call Distribution

Voice Mail

Blended Call Center

Knowledge Management

Customer Database

Call Recording

Interactive Content

Call Logging

Automated Routing

Call Center Management

Batch Communications

Progressive Dialer

Template Management

Customer Complaint Tracking

Call Routing

Self Service Portal

Help Desk Management

Outbound Call Center

Content Management

Mobile Access

Social Media Monitoring

Proactive Chat

Multi-Channel Data Collection

Survey/Poll Management

On-Demand Communications

Transcripts/Chat History

Performance Metrics

Inbound Call Center

Routing

Call Scripting

Issue Management

Multi-Channel Communication

Queue Management

Social Media Integration

Forms Management

Workflow Management

Predictive Dialer

Email Management

File Sharing

Computer Telephony Integration

Predictive Analytics

Knowledge Base Management

Network Monitoring

Website Visitor Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Real-time Consumer-facing Chat

Issue Tracking

Inbox Management

Macros/Templated Responses

Interaction Tracking

Dashboard

Manual Dialer

Alerts/Escalation

Customizable Branding

Reporting/Analytics

Remote Access/Control

Feedback Management

Appointment Management

Negative Feedback Management

Auto-Responders

Call Monitoring

Third-Party Integrations

Canned Responses

Live Chat

Campaign Management

Quality Assurance

Customer Communication

Ticket Management

Email/Help Desk

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

Gladly

In Person

Live Online

Webinars

Documentation

Videos

Create more powerful customer experiences while reducing cost and complexity so you can grow your customer relationships, empower your agents, and delight your customers. 

Serve customers where they are and when they want with true omni-channel communications.

Get smarter, faster with generative AI capabilities.

Drive higher productivity with dynamic agent scripting that takes repetitive tasks out of agent’s hands.

Simplify operations and cut costs with a cloud-based, all-in-one technology stack.

Solve problems quickly with Nextiva’s trademark Amazing Service®.   

Gladly vs Nextiva Contact Center

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