--- title: "Gladly Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Gladly. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Gladly is a good fit for you!" source_url: "https://www.softwareadvice.com/call-center/gladly-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Gladly](https://www.softwareadvice.com/call-center/gladly-profile/) / Gladly Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/call-center/gladly-profile/) Reviews [Alternatives](https://www.softwareadvice.com/call-center/gladly-profile/alternatives/) # Gladly User Reviews ## Reviews summary - Overall rating: 4.8/5 - Total reviews: 140 ### Secondary ratings - Ease of use: 4.9/5 - Customer support: 4.8/5 - Value for money: 4.8/5 - Functionality: 4.8/5 ### Rating distribution - 5 stars: 116 reviews (83%) - 4 stars: 23 reviews (16%) - 3 stars: 1 reviews (1%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - It is a very use full tool to handle call, emails, and SMS, to bring the best help for our customers. - Maintaining Gladly Answers has also made it easier for me to streamline solutions and reduce repeat contacts, which benefits both our customers and our team. While there are still a few features on our wishlist that would make day-to-day operations even smoother, Gladly has already improved efficiency, collaboration, and the overall experience we’re able to deliver. - Our CSM, [sensitive content hidden], has been absolutely amazing to work with on a bi-weekly basis — not only providing product updates, but also actively meeting our needs and helping us streamline workflows. And during implementation, [sensitive content hidden] and especially [sensitive content hidden] went above and beyond, holding our hands through the entire setup and ensuring we were 100% ready to transition with confidence. ### Most mentioned cons - Another issue is that there is no way to upload images and videos; without this feature we can not properly assign and track incidents for our support teams because we have very little communication with support staff on how to assign ours to each other. - It can be overwhelming because it has too many features. - The ONLY complaint I have is how pending tasks sometimes do not show over in the left hand side of your inbox and the green notification bars that show at the top of the program block out some of the important information of the customer that you are currently working on ## Gladly customer reviews Showing reviews 1-25 of 140 (page 1). ### Smooth Omnichannel Assistance Increased Brand Adoration. - Overall rating: 5/5 - Reviewer: Vishvesh P. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered While this platform performs flawlessly at organizing customer communications and straightening out all chat content, its built-in data reporting function is far from sufficient to meet our marketing team’s needs. We have long hoped it would launch more in-depth analysis features, such as the ability to interpret the sentiment in customer communications, whether they are satisfied, impatient, or have concerns, and to directly tie the content of support conversations to the performance of specific marketing campaigns, to clearly calculate how many effective interactions those campaigns generated. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Our team particularly admires the customer service platform. Gladly at its core, it prioritizes customers themselves, instead of following the model of many older systems that split every customer inquiry into isolated work tickets, passing them one after another to different support agents to handle separately. Whether a customer sends a private message to the brand’s social media account, shoots an SMS to check on an order’s progress, writes an email to detail their problem, or calls directly to communicate, all these conversations scattered across different channels are automatically organized by the platform into a complete, coherent timeline, arranged clearly in chronological order. This eliminates the need for us to switch between five or six different systems to dig up records. #### Cons Thanks to this timeline that strings together all interactions, our entire team can fully grasp every customer’s complete experience interacting with our brand. From the first time a customer asked about the size of a product to a previous after-sales issue with a package, every past conversation is clearly stored in that single timeline. We no longer need to repeatedly confirm with customers, “Did you call in previously?” or hunt for old records scattered across different channels. We can pull up a customer’s full background at any time, so support agents can deliver personalized, thoughtful service instead of using generic, one-size-fits-all scripted lines. It also integrates perfectly with all our marketing activities; every conversation between an agent and a customer aligns with the brand’s unified tone and messaging, so customers never feel that the support team is a back-office department completely disconnected from the brand’s front-end marketing promotions. Instead, they feel that they are interacting with the same consistent brand from start to finish. --- ### Gladly Delivers Simplicity, Efficiency, and True Partnership - Overall rating: 4/5 - Reviewer: Ryan M. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used daily for less than 6 months - Reviewed: August 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with Gladly has been very positive. As a Customer Experience Manager, I appreciate how it consolidates every channel into one timeline and provides advocates with the context they need to resolve issues quickly and confidently. Maintaining Gladly Answers has also made it easier for me to streamline solutions and reduce repeat contacts, which benefits both our customers and our team. While there are still a few features on our wishlist that would make day-to-day operations even smoother, Gladly has already improved efficiency, collaboration, and the overall experience we’re able to deliver. I also want to highlight the people behind the platform. Our CSM, [sensitive content hidden], has been absolutely amazing to work with on a bi-weekly basis — not only providing product updates, but also actively meeting our needs and helping us streamline workflows. And during implementation, [sensitive content hidden] and especially [sensitive content hidden] went above and beyond, holding our hands through the entire setup and ensuring we were 100% ready to transition with confidence. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros What I like most about Gladly is that it brings everything together in one place. Instead of juggling multiple platforms, our advocates can see the entire customer history across phone, chat, SMS, email, and social in a single timeline. As someone who manages our internal knowledge base (Gladly Answers), I also appreciate how easy it is to build and maintain solutions that streamline the experience for both customers and advocates. The platform helps us resolve issues faster, reduces repeat contacts, and ultimately makes our team more efficient, while giving customers a smoother and more personalized experience. #### Cons Gladly works really well for us, but there are still a few features that would make a big difference for both customers and advocates. At the top of our wishlist are live chat message preview (so advocates can prepare responses faster during busy chat times) and preview dialers for Collections (to give those teams context before they call customers). On the management side, having role-based idle/logout settings, scheduled reporting, and an observer-only role for cross-functional partners would reduce manual work and improve collaboration. And while smaller, quality-of-life updates like dark mode, custom notification sounds, collapsible inbox categories, and even direct CSAT offerings within the conversation flow would go a long way in helping our team stay focused, efficient, and more connected to the customer experience. #### Reasons for choosing Gladly We chose Gladly over Zendesk because, while Zendesk is often seen as the “big dog on the block,” their demo left us underwhelmed. The team presenting seemed to lack the energy and enthusiasm to truly partner with us, and much of their feature set came from acquired systems that hadn’t yet been fully integrated. On top of that, Zendesk’s pricing was overly high compared to the value they demonstrated. Gladly, by contrast, showed up engaged and solutions-focused, with a platform built from the ground up to unify all channels into one customer timeline. Their team made it clear they wanted to partner with us, and that confidence and alignment made the decision an easy one. #### Reasons for switching to Gladly We made the switch from Gorgias, TeamSupport, and Five9 to Gladly because managing multiple platforms created too much friction for both our customers and our advocates. Each system had its own limitations — fragmented customer histories, inconsistent reporting, and extra steps that slowed down resolution times. Gladly gave us a true all-in-one solution. Instead of hopping between systems for email, phone, chat, and ticketing, everything now lives in one unified customer timeline. That means less context-switching for advocates, faster responses for customers, and clearer insights for managers. Plus, with Gladly Answers, we’re able to keep our knowledge base current and consistent, which directly improves efficiency and reduces repeat contacts. --- ### Awesome platform - Overall rating: 5/5 - Reviewer: Rachel L. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: November 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Gladly makes it very easy to work with a few different channels to communicate with customers #### Cons It sometimes gets slow but it seems like it gets fixed pretty quickly --- ### The perfect tool for startups and enterprise businesses - Overall rating: 5/5 - Reviewer: Brian R. - Verified reviewer: Yes - Industry: Biotechnology - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Gladly has proven to be a strong tool for us as a startup. We were starting from nothing and Gladly's unified suite of products and seamless integrations proved to be the solution that best fit our needs. #### Cons There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching out to Support, those are not available. (Recharge Subscription cards being the primary one- we wanted an all in one solution, but unfortunately, have to maintain agent access to Recharge to manage subscriptions) #### Reasons for choosing Gladly The support and onboarding was much better and offered more integrations than the others. --- ### Gladly is great! - Overall rating: 5/5 - Reviewer: Michael L. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2025 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The experience with Gladly as a platform and all of the folks we have worked with there has been great! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ease of use and being able to see the customer's profile and conversation timeline has been a lifesaver. No more switching through 'tickets' to figure out the problem. #### Cons Reporting can take some time to understand and some of the terminology that Gladly uses can be a tad confusing at first. #### Reasons for switching to Gladly To get away from ticket based customer service to have ease of use for our agents. Cost + reporting. --- ### I just simply love gladly because it makes my work easier and faster - Overall rating: 5/5 - Reviewer: diana elizabeth f. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Great, it's fast it's easy it's gladly!! My first year as a call center agent and it's been great and a lot of that is because of gladly #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I can stop saying this! this software makes our job easier, faster and it gives us a chance to be more personal with the customer and make them feel valued and that its a great achievement for our company #### Cons sometimes the info of the customer is a little hard to find but like we use Shopify along with it, this helps us in the research for the order history and more #### Reasons for switching to Gladly they wanted to make the job more personal with the customers --- ### Eye-catching and simple to use tool - Overall rating: 5/5 - Reviewer: Floranch E. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I find the tool to be extremely helpful in comparison to our previous one, and my experience so far has been satisfying and productive. I've been able to meet my quota and exceed our goal since we began using gladly. This is a highly recommended tool, especially if you are serving consumers through a different channels. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like how simple and easy to use this tool is; the integration of all channels, whether phone, SMS, chat, or email, is a plus point; we can attend to the customer's concern right away by simply reading the previous concern without having to go anywhere or click another tab, as long as the email address was added to the tool. Furthermore, my favorite color is green, which is one of the many reasons why I love gladly; the icons and design are eye-catching and simple to read. #### Cons The only thing I've noticed is that you can only open one tab at a time; if you open another, it will crash. Additionally, if you open two tabs of this tool, the call will automatically be dropped after ringing twice. Another thing is that you can't add a picture to the task bar, which should be helpful for us since we use it frequently because we assign some tickets to different departments. #### Reasons for switching to Gladly I think because of integration of tickets that gladly offers and price. --- ### Very useful and convenient - Overall rating: 5/5 - Reviewer: Kenjie Y. - Industry: Cosmetics - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall and it made the work easier 10x folds. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member. #### Cons The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly. #### Reasons for switching to Gladly Because of the cost and there were a lot of issues with the app. --- ### QA Specialist POV of Gladly - Overall rating: 4/5 - Reviewer: Rica Mae A. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros 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. #### Cons We cannot see when and who updated the Gladly Profile of the member. #### Reasons 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. --- ### Gladly - the most innovative software. - Overall rating: 5/5 - Reviewer: Heather M. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Improving customer experience, easy navigation, and excellent in keeping customers conversation. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use when finding the reach out or conversation history. Outbound option are in place and is easy to access/use. #### Cons Gladly suddenly refreshes and you lose what you are typing in or want to save. #### Reasons for switching to Gladly We switch as Zendesk has no option to automatically match similar emails or phone numbers creating traffic in Helpdesk. --- ### Gladly to Work - Overall rating: 5/5 - Reviewer: Tr T. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The information is abundant and easily accessed. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros When a new request comes in, you can combine the customer's profile if it is already there. There is no need to have two profiles. #### Cons When entering notes, you cannot see them if you switch to another method such as text or email. --- ### Gladly, One of the most efficient tools that should not be missed out! - Overall rating: 5/5 - Reviewer: Jordan Mark B. - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: January 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The user interface of gladly and how it is easy to navigate unlike most similar platform. #### Cons The 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 --- ### Most useful communication tool for customer service - Overall rating: 5/5 - Reviewer: Jesus P. - Verified reviewer: Yes - Industry: Furniture - Company size: 5001-10000 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. It is a very good customer service tool which i would recommend to anyone #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It allows us to communicate with our customers efficiently #### Cons We could have more customization for the users --- ### Highly Recommended - Overall rating: 4/5 - Reviewer: Jane M. - Verified reviewer: Yes - Industry: Apparel & Fashion - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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 #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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! #### Cons 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. --- ### Gladly as the world's most love and trusted Platform - Overall rating: 5/5 - Reviewer: Lester Mark D. - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Gladly assists commerce brands, including our company, in transforming customer service in order to increase loyalty by providing excellent customer service experiences through the platform. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like most about Gladly is it has a single, lifelong conversation across all channels. The user can view the customer's entire conversation history, regardless of channel, in a single view. This gives customers more context, less repetition, faster responses, and a more personal touch. #### Cons Although the user may experience errors when exporting data, Gladly significantly improves the platform's reporting capabilities, making it an even more powerful tool to everyone. --- ### Gladly Review - Overall rating: 5/5 - Reviewer: Raiza N. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: November 2022 - Review source details: This review was submitted organically. No incentive was offered Overall positive #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Being able to reduce duplicate reach outs from the same user across different channels - which affect volume projections #### Cons Whenever 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 --- ### Gladly review - Overall rating: 5/5 - Reviewer: Gloria S. - Verified reviewer: Yes - Industry: Retail - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist customers #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love this software because of the many used and quality interactions #### Cons Every once in a while it kicks me out and I have to restart and search for customer I was working with --- ### Efficient, Ease of access, Reliable - Overall rating: 5/5 - Reviewer: Mohammad Salim K. - Verified reviewer: Yes - Industry: Retail - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Excellent #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Reliability, ease of use, efficiency, customer profile management, communication history via all channels, integration #### Cons market place integration is an issue, could have been better #### Reasons for switching to Gladly Gladly has all channels at one place. --- ### Gladly Review from a Customer Care Associate - Overall rating: 5/5 - Reviewer: Lindsey T. - Verified reviewer: Yes - Industry: Furniture - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I 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. #### Cons I 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. --- ### Call Center Reviewer - Overall rating: 4/5 - Reviewer: Chloe R. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 201-500 employees - Product usage: Used weekly for less than 6 months - Reviewed: July 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, it has been positive for me. Sometimes there are issues with the functions but that's something you can expect from any piece of technology. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros I like that everything is seamless when it comes to the customer record. It's really convenient for everyone that helps that customer after you to be caught up on everything that was communicated previously, as long as the past advisors leave proper notes. #### Cons There were a couple points in time where Gladly was having lots of issues with normal functions. 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. Sometimes it has glitches with emails where I'm not able to open templates or the parts on the email that are supposed to auto-fill are not generating. Usually with a quick restart and clearing the cache and cookies solves the problem. --- ### Gladly Feedback - Overall rating: 5/5 - Reviewer: Jia Fretz P. - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I am using gladly to communicate with the people who need help with solving their issues with the service that our company offers and so far, it is very helpful and makes our job easier. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like the most about Gladly is that we can back-read the previous conversation without any hassle. Gladly is user-friendly. #### Cons I have been using Gladly for almost a year now and so far, Gladly is very easy to use. --- ### Love this platform! - Overall rating: 5/5 - Reviewer: Melissa L. - Verified reviewer: Yes - Industry: Retail - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons There are certain integrations and reporting that could be improved or implemented to make the platform better. --- ### Gladly - Easy to understand tool for everyone - Overall rating: 4/5 - Reviewer: John Reniel L. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, I will really recommend Gladly compared to other tools since this tool gives more confidence to users that helps improve productivity daily. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I like how easy to understand the feature of this software in a way that the training team can easily be trained for them to share the knowledge with Agents. I also like the functions they can offer to us like SMS+Chat and Social media messages. #### Cons So far, the reporting part has incomplete functions /filters that can be added so that it can improve the way reporting works. #### Reasons for switching to Gladly Cost of licenses. --- ### Gladly Revieww - Overall rating: 5/5 - Reviewer: Christopher I. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. So far so good. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use and user-friendly. The email and call distribution is just right. #### Cons There 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. --- ### Gladly Is Lovely - Overall rating: 5/5 - Reviewer: Alan P. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: October 2022 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. I am solving daily problems with Gladly, communication is the best while using Gladly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love Gladly, it is really easy to use and keeps you updated with every customer. You can access the transcript or history of chats at any time that you need to, and it guides you to the correct place every time. Customers are really happy with the system, which we can either call/email/chat with them at the same time. #### Cons There is nothing wrong with Gladly, or at least I haven't experienced any issues. I honestly do not dislike Gladly at all. ## More reviews [Next reviews](https://www.softwareadvice.com/call-center/gladly-profile/reviews/?page=2) --- Gladly Reviews, Pros and Cons - 2026 Software Advice