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.

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.

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.

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.

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.

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

Overall positive

Being able to reduce duplicate reach outs from the same user across different channels - which affect volume projections

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

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.

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.

Small 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.

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.

The user interface of gladly and how it is easy to navigate unlike most similar platform.

The ability to not be able to send emails or leave notes on the ticket, without having to merge.

has made my job much easier

like being able to easily search for customers and past contacts

cannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent

So far so good.

Easy to use and user-friendly. The email and call distribution is just right.

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.

We're definitely accessing more customers at a quicker pace with Gladly! It has streamlined our workflow significantly compared to previous softwares

Gladly offers so much within its interface, and it removes the need to have multiple tabs open! The interface is extremely user friendly

There are small learning curves with the different options that are provided with Gladly, some of which can be difficult to find instructions for online

10/10 I love using Gladly!

I like how current this feels. Most programs feel archaic. This is up to date and feels like "smart" software

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

very helpful and efficient tool which makes functions effective and timely

helps in customer data, search history, various channels on signal thread, transfers & helps in coaching

to switch for projects, the workforce has to be informed

It's so great! I love that this is my CS platform and it's so easy to use!

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

I 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

My overall experience with this system is fantastic I never to seem to run into any problems since I started using it.

How 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.

I find the system to operate perfectly and for it to be able to pull up info fast.

It has been great -- we won't be leaving Gladly EVER.

The easy of set up and customer history.

Not having a CRM personal for the brand.

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

Being able to connect the retail location with the customer we are talking with.

it's very easy to use, easy to learn and organized

sometimes the answer feature glitches and won't show the full answer

Gladly helps us resolve FabFitFun customers' concerns related to the product they bought from us. It also provides real-time assistance which gives a good customer service experience.

1. I like that it has footprints on every conversation.2. Customer's concern all throughout is merged in just one thread.3. The Guru is linked via Gladly Answers.4. Very easy to use and understand.

1. I don't like that whenever the page refreshes it removes the recent characters we typed in.2. I don't like that some customer's responses will route automatically to [sensitive content hidden]