Gladly Reviews & Product Details - Page 2

I like how simple and modern the interface is. My company has a few older folks that were used to using Five9 for years and when we switched to Gladly they were hesitant that they would be able to learn it, but the UI makes the switch over so much easier than we expected. Review collected by and hosted on G2.com.

When you have a chat or call come in, the banner blocks the options to go unavailable for calls and chats unless you decline the conversation. Review collected by and hosted on G2.com.

I like that I can call on help from right there within Gladly. It is very easy to navigate also. I like that I can go back and add notes. The way that if a customer is already in the system I can merge the account and and work from there with updating accounts. I like how I have plenty of room to put why I made the decisions I made to help the customer. I just really like the Gladly app Review collected by and hosted on G2.com.

I truly do not have any complaints about Gladly at all. Review collected by and hosted on G2.com.

I love that Gladly is trying to make customer service better. Our team has the opportunity to view customer interactions and respond quickly to inquiries through the platform’s simple interface. I really like it’s integration with our CRM and ticketing systems removing a step in our workflow. With this integration we are ready to have all the essential information on hand and be enabled to offer tailor made support to our clients and build strong relations with them. Review collected by and hosted on G2.com.

One thing I don’t like about Gladly is how it doesn’t have more robust reporting functionality. It gives you some basic analytics but getting in depth insights enough for complete performance assessment could be difficult. This limits our ability to improve our support strategies on a faster cycle. Furthermore, the options for customizing reports narrows the way in which we view our data and not to mention pinpointing exactly what needs to improve about our customer support. Review collected by and hosted on G2.com.

Gladly makes it easy to communicate with customers, assign tasks to other customer support representatives and emails are simple to do.

gladly makes it simple to input customer information and link to current customers as well.

easy to use daily and effective. Review collected by and hosted on G2.com.

sometimes gladly will disconnect a call at times but that has sometimes to do with representatives internet speeds as well. Review collected by and hosted on G2.com.

It won't allow you to move to the next step until you've concluded to end with your topic. It's perfect it populate customers information and has a easy view screen. Review collected by and hosted on G2.com.

None at this time, I love it. Better than Sales Force. Review collected by and hosted on G2.com.

I do like that gladly is focused on the person you are interacting with outside of the company, rather than the interaction itself. It consolidates all user information for an individual in one place. That way, you can see every email and phone call made from one user all in one place. In theory this is amazing, but it's clearly hard to put it into action, even though Gladly tries Review collected by and hosted on G2.com.

It's very time consuming to add notes, tasks, lists, topics, etc. Spending so much time on a single user does take away from time that could be used doing something else. I also would like the ability to save conversations as a PDF file, for dispute evidence submissions. Review collected by and hosted on G2.com.

It's user-friendly, easy to navigate, and ideal for both experienced users and beginners. Review collected by and hosted on G2.com.

It should include an AI assistant that helps both newbies and experienced users by suggesting the best knowledge base (KB) for the customer’s scenario. Review collected by and hosted on G2.com.

I really like how different features in Gladly enhance team work as more people get to see the details of the interactions with customers. This lets any agent come in and request about a conversation and be certain that they’re coming into context and remain servicing individual solutions that are excellent and coherent. It has reduced the time issues and has made it easier for the team to act in unison and it has served customers’ perception of our support quality. Review collected by and hosted on G2.com.

The main challenge here is that implementing a new team member on all of Gladly’s features takes a while, which make onboarding not so efficient. So, it’s inherently feature rich and with a lot to learn, which can strain the early training of the product. Sometimes this has also resulted in slower team adoption which has led to full team productivity not being achieved immediately and putting extra work on today’s staff meanwhile. Review collected by and hosted on G2.com.

It is very clean and easy to use. I like the ability to access internal knowledge while working with customers, and how you can acessess macros.

I like how agents can be hyper focused and can't cherry pick. Review collected by and hosted on G2.com.

Sometimes, my customers go missing, and need to be re-assigned to me. Also, on tasks, if you click out of the notes, they become erased. Review collected by and hosted on G2.com.

I like a ton of the Gladly features and love how it provided ticket routing automation and canned responses. So that our team does not need to redo over and over, it saves us from repetitive work, and free up that time to focus on special customer problems. It’s stable enough that we can simply rely on it during busy periods without the spectre of crash looming in the background. Such consistency helped us to stretch with customer expectations and trust through no interruption service. Review collected by and hosted on G2.com.

The downside to Gladly is that you can’t do as much with their mobile app as you can with the desktop one. Having to work out of the real office during urgent customer requests has been quite inconvenient. Some workflows come with limited customization options that make us have to go back and change our processes if we can’t fit our business to the software. These affected team flexibility and improved the workflow optimization. Review collected by and hosted on G2.com.