Gladly Reviews & Product Details

It is simple and effective to use. I am easily able to communicate with customer's across various channels. I use Gladly 5 days per week, and very seldomly do I experience any technical difficulties. I enjoy the many options to edit my text as I see fit, e.g. adding bullet points, hyperlinks or making the text bold. I think that the ai summary tool is also a nice touch, as it makes things more efficient by sumarising what has been done/said. I would say that Gladly is very user friendly, and is quick to learn. Review collected by and hosted on G2.com.

Sometimes, a customer's profile will not link, although the information matches what we have on file. Apart from that, sometimes if a customer responds, you are unable to view the email. All that appears is that they responded to this conversation, and there is no way to make the email appear. This usually happens if there has been an error sending an email to the customer. Something else which we experienced at one point, was that none of the pre-loaded macro's or templates were loading. As you can imagine, that made it difficult to communicate the correct information to our customers. Keep in mind, these issues are infrequent, and most of the time it is smooth sailing. Review collected by and hosted on G2.com.

What I like is that Gladly allows us to reach out to customers in a more personal manner. We’re always accessible to the past interactions and were able to craft the response according to the history in the customer with us. It makes every single conversation unique themselves, not like robotic, transactional. So providing a service isn’t all about it, its about creating memorable interactions that would contribute to the customer’s and customer’s loyalty. Review collected by and hosted on G2.com.

However, I have found that once Gladly serves as your voice of customer service, you can get very little response if you have technical issues dealing with them. They are knowledgeable, but have waited for assistance when necessary to us to solve issues quickly. Meanwhile, some features seem pretty stiff and don’t allow us to adjust the way we want to proceed with customer interactions, which can be restricting for what we need to track and the customer interactions. Review collected by and hosted on G2.com.

With a 4-minute ACT, it allows us time to finish taking notes following live conversations, such as phone calls. However, data from incoming calls and chats can be easily traced back, particularly if the client has a history, and it appears that they were never erased. Review collected by and hosted on G2.com.

When a customer contacts you through a chat channel and an assigned email is sent, it will be automatically assigned to you as well. However, there are instances when you will miss that chat because we are too busy answering emails to check for pop-up notifications and assume that no chat will arrive because we do not turn on the live channel for chat. Review collected by and hosted on G2.com.

The functionality is great for our small team, the AI functions are always evolving in productive ways. The Liveboards, Routing, People Match, and Rules functions save to much time and are easy to implement Review collected by and hosted on G2.com.

There is some differences in reporting when transitioning to this tool from other ticket based tools. I love the way Conversations are prioritized vs each ticket like other tools, but comparing between the too for historical comparisons can be tricky Review collected by and hosted on G2.com.

The most helpful about gladly is the fact that you can go back to previous interactions you've had and also set a task to follow up with customers in case you need too and they stay on the left side with easy access too. Now with the new updates, you get a timer for when you will be receiving a new phone call, helps you be prepared in time. It is also really easy to use now and you are also able to check out how your coworkers are doing. Review collected by and hosted on G2.com.

The only thing I don't like about Gladly are the notifications sounds we get. if you could update it to a bit more friendly sounds it would be great! Review collected by and hosted on G2.com.

You can manage chat, phone and email without switching screens. You can leave detailed notes regarding the conversations, and the best part is the tasks that can be assigned depending on their importance.

As an admin, the amount of data that you can get it is astounding! It is difficult to understand it, but once you've learned on how to pull the information, the details to each interaction is insurmountable Review collected by and hosted on G2.com.

The fact that you can get both a chat and a call if the cx contacts you through those two it's not good. The timelines are too long and the font can be too small. Review collected by and hosted on G2.com.

The customer service platform offered by Gladly delivers exceptional capabilities to handle customer interactions. Through the Gladly contact profile feature our support operations become more efficient because we can see all customer communication records in one place. Gladly connects email and phone and social media support channels through its omnichannel system to maintain continuous communication between our team members. The system achieves its objectives through maintaining contented customer relationships. Review collected by and hosted on G2.com.

Gladly operates effectively as a customer service management platform although it requires improvement in particular areas. The platform's application occasionally shows technical problems that lead to brief system delays. The platform could become more operational efficient by introducing additional third-party interface options for workflow optimization. The workflow suffers from performance problems because users need to frequently switch between multiple programs to finish their tasks. Review collected by and hosted on G2.com.

I love that it does not need to install any other tools, all the calls and chats and emails can be easily handled within the same platform and with the same credentials. I have also enjoyed the recent addition of AI assistance within the tool to rephrase text we send to customers, this and the call summaries are really handy in many situations we encounter. Review collected by and hosted on G2.com.

I think it would be helpful to have a feature that helps us comply with our QA requirements, as well as a personal notebook where we can save our own templates or helpful texts. Review collected by and hosted on G2.com.

I love that the database is cutomer driven so you can have all of their contact from all different channels show in one place. That makes it easier to see the big picture from the customer's point of view. It allows you to capture the tone of the customer as well as resolve the different channel contacts all in one convenient conversation. The addition of AI including Grammerly is just amazing. I use these features many times everyday. They make my job so much easier, allow our team as a whole to respond to customers quicker and provide better service along with more professional or friendly sounding responses. The spell check feature ensures that we never respond to a customer with incorrect spellings also. Part of our customer care team is based over seas and these are vital tools for ESL agents. Review collected by and hosted on G2.com.

I do not like the notifications that come across the top of the screen when you click next to get a new inquiry, it blocks the inquiry information that I am currently working on and is annoying. That is pretty much my only complaint though! Review collected by and hosted on G2.com.

There are a few things I enjoy about gladly like the ease of viewing reporting, and the interface itself is very easy to use. I also love Gladly Answers, and how agents have the ability to view reference information while helping customers in one system. Review collected by and hosted on G2.com.

There are a few things I think Gladly could still improve on.

Feedback For Gladly

- Showing agents’ name on the front end when customers are chatting in with them

- Being able to assign answer audiences at an agent level when logged into admin, or a group level

- When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on

- When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not. Having their name as green or something would be helpful to know if they were available for that conversation type (or maybe just chat).

- Being able to add a Hyperlink in a chat conversation message

- Being able to have a customer or agent send a chat transcript to the customer

- Being able to change idle time based on team groups, or some other factor than it being universal

- Being able to change your agent status / if you are available for a specific channel when on a call. Right now, if an agent ends a call, they might possibly get a new call if they are not fast enough to change their availability for channels.

- Having personal saved versions of Liveboards, like having different versions of a Liveboards with different teams and inboxes selected.

- Being able to enter in dashes when searching phone numbers in the search bar.

- Having agent names visible when chatting

- Priority level for tasks

- Only agents who are assigned a conversation should be able to respond, otherwise when an agent is on a conversation and declines, it stays there, and another agent could accept, but it looks like it may be assigned to the first agent, and then they can see that conversation. Only like an admin level should be able to write in those chats or emails if it’s not assigned to them. (I think it may be set this way because they are assigned to that inbox and if someone is gone then someone else can go in and respond to that).

- Be able to add scheduled holiday time for chats to be open, like the IVR.

- Ability to duplicate rules to create other rules off of, or change them for specific agents

- Reporting for answers to be able to combine data for who is using what report at what specific time, and to show the actual agent name and not the agent ID Review collected by and hosted on G2.com.