All Gladly Reviews
1-25 of 123 Reviews
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sarah silberstein
Retail, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2022
Glaldy is your best bet!
10/10
PROSI'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 merging feature and enjoy the ease of having all communication for one customer in one 'conversation'. The canned actions are great too! Work smart, not hard!
CONScan't fault gladly - so far i have not had any issues with the platform at all
Reasons for switching to Gladly
wasn't a good fit..
Jao
Retail, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2022
Feedback
Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients
PROSHaving all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time
CONSfor chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk
Reason for choosing Gladly
superior product
Reasons for switching to Gladly
Having all conversations with the member in 1 thread.
Sandy
Furniture, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed June 2022
Gladly Plusses
Good
PROSIt is easy to get calls dropped in and put notes in Customer Profile
CONSIt allows customers to get on different channels at same time - causes calls to be transferred when you just completed or are working on the order -
Rica Mae
Consumer Services, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed October 2022
QA Specialist POV of Gladly
I am specialize to check for every interaction of our representatives with the customers to ensure that we are providing quality conversations while performing the correct processes and following the policies of the company.
PROSWhat I like about this product is we can close out a ticket once we finished the conversation. We no longer need to go to a different tab to close a ticket. Additionally, I love that it has SMS and can track history of the member's purchases.
CONSWe cannot see when and who updated the Gladly Profile of the member.
Reason for choosing Gladly
Gladly is very easy to use and user-friendly. Has most of the features we need to run the customer service we want.
Reasons for switching to Gladly
We saw an opportunity to lessen the workload of the representative for every ticket they cater.
Melissa
Retail, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
Love this platform!
Thus far, I have loved using Gladly. I have had the chance to use it as an agent where I was constantly using the emailing/texting/etc. to now using it as a manager doing more reporting and agent tracking on a day to day basis.
PROSGladly is such an easy platform to use. They are constantly listening to the customers and feedback and looking for new ways to improve the product.
CONSThere are certain integrations and reporting that could be improved or implemented to make the platform better.
Jonathan
Consumer Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2023
Gladly has helped me so much providing a nice experience with our customers through live chat/phone!
Gladly has become my daily tool to accomplish my duties through ticket organization, chat interaction and phone call reach.
PROSUser friendly, and awesome organizer tool.
CONSGladly is a great tool to support interactions through chat and phone. Maybe it could improve the way it shows history activity.
Reasons for switching to Gladly
Software app improvement
Mandy
Health, Wellness and Fitness, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2022
Efficient
I'm overall satisfied with Gladly since we can easily go through members' previous contacts. Because of this, it's easier to look for a solution.
PROSThe members' contacts are streamlined and it's not difficult to check the members' previous concerns. Also, I liked the option to loop another department/people in the comment section of the task.
CONSWe cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot.
Lindsey
Furniture, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2022
Gladly Review from a Customer Care Associate
The telephone, chat feature, and text/sms feature, and even the e-mail feature are SO much more innovative than our last system. It's like night & day. It's 100% better.
PROSI like how you can task things or set projects in Gladly and always have them visible and available during the workday/work week. 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. I like that.
CONSI don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed out and then they rate me negatively for not getting the chat even though I answered. ALL chats should be emailed to the customer automatically so that they see that we responded.
Erlan Gino
Automotive, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
More fluente work flow
Very happy with the app. hope it can improve even more but it really made things easier.
PROSI am able to see call logs, emails, and notes in the same place, and make a good follow up to the current state of the request.
CONSSometimes it crashes, and also I wish it would be more integrated with the Companies systems.
Rachel
Consumer Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed November 2023
Awesome platform
Gladly makes it very easy to work with a few different channels to communicate with customers
CONSIt sometimes gets slow but it seems like it gets fixed pretty quickly
Raiza
Consumer Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed November 2022
Gladly Review
Overall positive
PROSBeing able to reduce duplicate reach outs from the same user across different channels - which affect volume projections
CONSWhenever a customer reaches out to multiple channels, the SLA is counted in each of the channels so it results to inaccurate data as an agent is only able to assist in one channel at a time
Reasons for switching to Gladly
Cost and efficiency
Jane
Retail, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2022
Work in Progress
Mostly good.
PROSIt seems to be adaptable to our needs. Sometimes there are too many features that we don't use.
CONSOccasional glitches (need to reboot) but that is rare.
Reasons for switching to Gladly
Not sure -- company decision.
Jessie
Apparel & Fashion, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2022
Gladly keeps things organized!
As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.
CONSSmall complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.
Jordan Mark
Outsourcing/Offshoring, 1,001-5,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Gladly, One of the most efficient tools that should not be missed out!
My overall experience with gladly has been very great, nothing is perfect, but needless to say, my nitpicks about gladly is not a really huge issue, considering it is already good for what it offers, while it can certainly improve in some areas, I can confidently say that it is definitely one of the best software or platforms out there.
PROSThe user interface of gladly and how it is easy to navigate unlike most similar platform.
CONSThe ability to not be able to send emails or leave notes on the ticket, without having to merge.
Reasons for switching to Gladly
Switched companies
ZoëMae
Furniture, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2023
Gladly Review
has made my job much easier
PROSlike being able to easily search for customers and past contacts
CONScannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent
Christopher
Health, Wellness and Fitness, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2022
Gladly Revieww
So far so good.
PROSEasy to use and user-friendly. The email and call distribution is just right.
CONSThere are instances that tickets may not appear in real time but if you try to wait for a couple of seconds, they will appear on your task list.
Reasons for switching to Gladly
The previous product was not that good.
Reannah
Consumer Goods, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed June 2022
The most functional software to keep tabs closed
We're definitely accessing more customers at a quicker pace with Gladly! It has streamlined our workflow significantly compared to previous softwares
PROSGladly offers so much within its interface, and it removes the need to have multiple tabs open! The interface is extremely user friendly
CONSThere are small learning curves with the different options that are provided with Gladly, some of which can be difficult to find instructions for online
Nichole
Medical Devices, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2022
Gladly is amazing!
10/10 I love using Gladly!
PROSI like how current this feels. Most programs feel archaic. This is up to date and feels like "smart" software
CONSThe cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel
Morli
Consumer Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2022
Great Gladly review
very helpful and efficient tool which makes functions effective and timely
PROShelps in customer data, search history, various channels on signal thread, transfers & helps in coaching
CONSto switch for projects, the workforce has to be informed
Clarke
Retail, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2022
Gladly is the best!
It's so great! I love that this is my CS platform and it's so easy to use!
PROSSo easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders.
CONSI wish that they had a mass assign for tickets - we have to pull tickets one by one which is fine, but we could have some time saved
Anthony
Health, Wellness and Fitness, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2022
CXO Anthony
My overall experience with this system is fantastic I never to seem to run into any problems since I started using it.
PROSHow easy it is to navigate through the system and how easily you can connect to customer info and the amount of info the system can hold without glitches.
CONSI find the system to operate perfectly and for it to be able to pull up info fast.
valerie
Retail, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed January 2023
We love Gladly!
It has been great -- we won't be leaving Gladly EVER.
PROSThe easy of set up and customer history.
CONSNot having a CRM personal for the brand.
Faith
Retail, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2022
Gladly is great
I love the fact it is soooo easy to use Gladly.
CONSBeing able to connect the retail location with the customer we are talking with.
Jamiah
Apparel & Fashion, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed March 2022
I love Gladly
it's very easy to use, easy to learn and organized
CONSsometimes the answer feature glitches and won't show the full answer
Shelby
Retail, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed January 2022
Review
Being able to quickly access customer data
CONSLagging and inconsistency with customer account mergers