All Gladly Reviews
1-25 of 124 Reviews
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Ricardo
Telecommunications, 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
4
FUNCTIONALITY
4
Reviewed December 2022
Gladly review
Good experience overall missing a few details
PROSThe full visibility on what the agents are doing and the easy reporting.
CONSThe fact that i cant log people from my admin account
Reason for choosing Gladly
simple, easy to use and it teaches you how to be used
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.
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..
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.
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
Jane
Apparel & Fashion, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Highly Recommended
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
PROSMy 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!
CONSThe 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.
Analyn
Apparel & Fashion, 1,001-5,000 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 2023
Good!
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.
CONSSystem errors sometimes and logged when full of tasks
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.
Madeline
Health, Wellness and Fitness, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed January 2022
Functional Customer Service Platform
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.
CONSThe search feature produces results in an order that is not chronological so it makes finding previous emails challenging
William
Consumer Goods, 1,001-5,000 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 May 2022
Have customers? You need to be using Gladly!
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.
PROSSeamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service.
CONSThere'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.
Drake
Marketing and Advertising, 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 January 2023
GLADLY REVIEW - The new trend
Gladly is one of the easiest tools to navigate that I have used. The instructions are very clear and concise.
CONSThe design is not that appealing but I believe Gladly is always looking for ways to better their services.
Brandon
Apparel & Fashion, 1,001-5,000 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
Essential and Sensible
It has been a fantastic tool to keep organized and not overwhelmed with communicating and connecting with customers
PROSI love how Gladly is interwined with the Warby Parker Springfield database and can connect the contact information with ease.
CONSWhenever I copy an order # it doesn't seem to paste on the email or note that I am in the proces of making.
heidy
Furniture, 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 2023
Gladly helpus to help the customers, Great!!
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.
PROSIt'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.
CONSAll of gladly is great and very helpful! Don't dislike anything.
Gloria
Retail, 1,001-5,000 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 review
I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist customers
PROSI love this software because of the many used and quality interactions
CONSEvery once in a while it kicks me out and I have to restart and search for customer I was working with
Alaysia
Apparel & Fashion, 501-1,000 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 2022
Perfect for Everyday customer service
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
CONSI wish it had a night mode! Looking at a white screen all day is hard on the eyes
Celestine
Consumer Goods, 201-500 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 November 2022
Gladly is great! Convenient, simple to use, and extremely beneficial to agents such as myself!
I'm glad I used this tool! It's extremely efficient and allows us to serve our members with the greatest possible customer service!
PROSApart from the simplicity this tool provides, all aspects of it are streamlined and organized.
CONSSometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels.
Karla
Cosmetics, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2022
Good Switch
I like how easy it is to access the previous conversation of the member
CONSI don’t like how it won’t show you or it isn’t clear if the member replied already
Renzo Andre
Consumer Goods, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2022
Gladly - Innovation at its best
I'm very satisfied with the experience with Gladly
PROSIt's easy to use and user friendly. Not complicated
CONSConfused with some features but it's easy to operate
Jose
Furniture, 201-500 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 December 2022
Gladly Is a very easy to use software and at the same time is a powerful software.
thanks to Gladly we are more efficient and we have happy customers.
PROSuser-friendly, very easy to use, a lot of features that make this software so flexible.
CONSsometimes the software gets frozen or some other people gets in your interactions but that is just happens few times.
Samuel
Consumer Goods, 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 January 2022
Easy to figure out and use
Gladly is intuitive, simple but complex and easy to figure out
CONSIt's great. They keep making updates that make it even smoother