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

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.

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.