Gladly Reviews & Product Details - Page 3

It is especially important for me personally that Gladly allows the admin to see a whole customer interaction history. This allows us to reply with context and, thus, raises the level of communication, as clients trust us more and are satisfied with our interaction. Other aspects that the platform has of collaboration also enhances teamwork as we are able to share vital information and enhance on the services we deliver by ensuring there is uniformity as we respond to issues. Review collected by and hosted on G2.com.

The one disadvantage which we encountered is knowing that notifications on Gladly become overwhelming during busy time and it interrupts our smooth flow of work, while agents are trying to attend to alerts . Furthermore, the customer interaction view covers all the necessary aspects of customer experience, but can be very cluttered, which can lead to us having to look for the specific piece of information necessary to construct an ideal response, which again slows up our time. Review collected by and hosted on G2.com.

So what I like most about Gladly is how it pulls everything from email, chat and social into a single view. In particular, since there’s been one view, it’s been much easier to handle support tickets and keep track of each customer conversation’s history. I especially like its Shopify integration, this lets us pull up order details instantly, and not have to switch between platforms to respond to queries making life much easier for us! Review collected by and hosted on G2.com.

While Gladly is a great tool, it does sometimes suffer with lag during peak hours, which can slow response times down as well as customer service. Also, the reporting features could be stronger — we typically find it challenging to dig deep to really understand the performance of an agent or the time to resolve a particular issue. Limitations in tracking team metrics mean it is difficult to completely track team metrics, and in some cases, we are unable to fully measure and improve the effectiveness of service quality. Review collected by and hosted on G2.com.

Using Gladly is such a joy, especially because the amount of time we use its automated tools. Through the establishment of the reviewed workflow, several activities have become automated, and thus we work more improved. Thanks to the prioritisation of customers’ messages, we are able to address things, even if the number of messages grows. With these tools our efficiency has been lifted and overall customer handling has been enhanced. Review collected by and hosted on G2.com.

There is one thing I did not like about Gladly it has somewhat slow response time when I switch from one task to another. It can be behind when it comes to handling many conversations with customers. This slow down can disrupt our operations and slows thing down a little making it a little cumbersome especially when we are dealing with many requests. That is rather irritating since it slows down our efficiency and knowing fully well that customers want their problems solved as soon as possible. Review collected by and hosted on G2.com.

The AI feature to summarize the interactions via any channel! There are no "tickets" to speak of. For our front-line representatives in the organization, we have received a positive from the Gladly CRM as compared to others in the market! Migrating our customers from another source was simple.

Gladly was made for e-commerce, it has simplified the order process and communication with our customers that enhances their experience and loyalty to our brand. It has been quite a work blessing to have this platform. More time for customers in one single continuous conversation, and less time creating tickets. The Shopify integration works seamlessly. Overall satisfied and pleased that our company switched to Gladly. Highly recommended for your Customer Support and Sales teams in the highly competitive e-commerce industry! Review collected by and hosted on G2.com.

I don't think the dislike is attributable to Gladly. I was used to dealing with tickets and creating them with other CRMs and it took a few hours to get adjusted that I didn't have to do that anymore with Gladly! Review collected by and hosted on G2.com.

I love that you can scroll up to view and and al interactions, on all channels. I love using both options to make the text more friendly or professional to switch up our answers and not make it sound so mono-tone. I love that's is very user friendly, so easy to use and 'get it' from the start. I also love and have been using the task options, it's so convenient, easy to access and creating a task, this keeps me more organized than using my notes app. Review collected by and hosted on G2.com.

When you use the summarize conversation, the size does not come up correctly when mentioning half sizes, like a size 8.5, 9.5; it's considering the period as the end of the conversation. Also if you forgot to add a task and suddenly go back to a conversation, if you're not assigned to the conversation it will assign the task to the last agent, it would be nice to get an alert on situations like this, like when you mention your attaching a file and if you hit send but there's no attachment you get an alert to remind/ask about the attachment. Review collected by and hosted on G2.com.

about it being user-friendly and very optimized Review collected by and hosted on G2.com.

not being able to send emails sometimes and having an error Review collected by and hosted on G2.com.

Being able to see the transgression of emails as if in text form is much more cohesive than a platform like Gmail, etc., which makes it easier to not miss emails and ensure you're replying to everything. Review collected by and hosted on G2.com.

Sometimes, unknown email addresses don't reflect in Gladly, leaving it up to me to find some missing emails in GMail. Customer support seems difficult to reach, not an easy platform for those that aren't used to multiple integration systems. Review collected by and hosted on G2.com.

i love the diversity of this system it makes my job so easy to do Review collected by and hosted on G2.com.

at the beggining of each call it takes 5seconds for guests to hear me propery Review collected by and hosted on G2.com.

The way we can merge the same customers in different accounts. Review collected by and hosted on G2.com.

This becomes super slow if we use in two seperate tabs in a single browser. Also if we click next , it also goes to the next customer in the another tab. Review collected by and hosted on G2.com.

Gladly keeps all customer interactions in a single thread, making it easier to provide seamless support. Review collected by and hosted on G2.com.

If the customer reaches out through email and follow up via chat, the chat will sit on your inbox and theres no to decline it even if you're.on breaks. Review collected by and hosted on G2.com.