Good experience overall missing a few details

The full visibility on what the agents are doing and the easy reporting.

The fact that i cant log people from my admin account

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

Having 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

for 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

Good

It is easy to get calls dropped in and put notes in Customer Profile

It 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 -

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.

What 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.

We cannot see when and who updated the Gladly Profile of the member.

10/10

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 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!

can't fault gladly - so far i have not had any issues with the platform at all

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.

Gladly 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.

There are certain integrations and reporting that could be improved or implemented to make the platform better.

Gladly has become my daily tool to accomplish my duties through ticket organization, chat interaction and phone call reach.

User friendly, and awesome organizer tool.

Gladly is a great tool to support interactions through chat and phone. Maybe it could improve the way it shows history activity.

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.

The 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.

We cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot.

Very happy with the app. hope it can improve even more but it really made things easier.

I 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.

Sometimes it crashes, and also I wish it would be more integrated with the Companies systems.

Gladly makes it very easy to work with a few different channels to communicate with customers

It sometimes gets slow but it seems like it gets fixed pretty quickly

It pretty much made dealing with customers much easier. I have worked with a similar tool in the past but does not really compare to how efficient this one work with its easy navigation system and all information provided on its from page

My top Favorite about this tool is the easier navigation of keys for and you'd be able to find pretty much every conversation under one ticket with just a few scroll!

The only thing I did not like about this tools is the intergration of other useful tools at work such us Grammarly which would help save much time.

Easy to use and very helpful in every task. There is no way for you to miss any task as it will always update on time.

System errors sometimes and logged when full of tasks

Mostly good.

It seems to be adaptable to our needs. Sometimes there are too many features that we don't use.

Occasional glitches (need to reboot) but that is rare.

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.

The search feature produces results in an order that is not chronological so it makes finding previous emails challenging

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

Seamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service.

There's genuinely no errors with the software. I use it everyday when I work. The program never quits unexpectedly and there's never any scheduled downtime during the workday.

Gladly is one of the easiest tools to navigate that I have used. The instructions are very clear and concise.

The design is not that appealing but I believe Gladly is always looking for ways to better their services.

It has been a fantastic tool to keep organized and not overwhelmed with communicating and connecting with customers

I love how Gladly is interwined with the Warby Parker Springfield database and can connect the contact information with ease.

Whenever I copy an order # it doesn't seem to paste on the email or note that I am in the proces of making.

I use it every day, to answer to the customer and I give my best to help them and gadly helps me to do that so easy.

It's great that the call is always recorded and that we can stop the recording when we need it. It helps us to keep track of every call very easy. Not only that, but it has the option to listen other call to monitoring in case is needed. Very helpful.

All of gladly is great and very helpful! Don't dislike anything.

I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist customers

I love this software because of the many used and quality interactions

Every once in a while it kicks me out and I have to restart and search for customer I was working with

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

I wish it had a night mode! Looking at a white screen all day is hard on the eyes

I'm glad I used this tool! It's extremely efficient and allows us to serve our members with the greatest possible customer service!

Apart from the simplicity this tool provides, all aspects of it are streamlined and organized.

Sometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels.

I like how easy it is to access the previous conversation of the member

I don’t like how it won’t show you or it isn’t clear if the member replied already

I'm very satisfied with the experience with Gladly

It's easy to use and user friendly. Not complicated

Confused with some features but it's easy to operate

thanks to Gladly we are more efficient and we have happy customers.

user-friendly, very easy to use, a lot of features that make this software so flexible.

sometimes the software gets frozen or some other people gets in your interactions but that is just happens few times.

Gladly is intuitive, simple but complex and easy to figure out

It's great. They keep making updates that make it even smoother