Gladly Reviews & Product Details - Page 2

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.

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.

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.

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.