# Gladly Reviews **Vendor:** Gladly **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,112 ## About Gladly The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/. ## Gladly Pros & Cons **What users like:** - Users appreciate the **ease of use** of Gladly, which fosters engagement and simplifies access to conversations and tools. (191 reviews) - Users appreciate the **helpfulness** of Gladly, enabling effective organization and access to tools for better customer support. (135 reviews) - Users appreciate the **user-friendly features** of Gladly, enhancing their CX experience with efficiency and reliability. (128 reviews) - Users highlight the **efficiency** of Gladly, streamlining workflows and enhancing both customer interactions and internal processes. (105 reviews) - Users value the **exceptional onboarding process** of Gladly, which sets a high standard for customer support experiences. (78 reviews) - Intuitive (68 reviews) - Customer Satisfaction (67 reviews) - Interactions Management (62 reviews) - Simple (62 reviews) - Time-saving (62 reviews) **What users dislike:** - Users find **missing features** in Gladly, impacting efficiency and highlighting the need for improvements and integrations. (40 reviews) - Users find the **complexity of information management** in Gladly hampers efficiency and makes organization challenging. (31 reviews) - Users find Gladly's **limited features** frustrating, with a need for improved AI accuracy and third-party integration. (31 reviews) - Users experience a **slight learning curve** initially, but onboarding support helps make it manageable over time. (30 reviews) - Users note **limited customization** in Gladly, particularly regarding reporting capabilities and visual interface adjustments. (30 reviews) - Users report **call issues** with Gladly, including unresponsive incoming calls and difficulties in transferring calls efficiently. (29 reviews) - Users experience **technical issues** with Gladly, including speed problems and difficulty managing multiple chats simultaneously. (29 reviews) - Users experience frustrating **chat functionality issues** , including glitches, loading problems, and difficulties with account management. (28 reviews) - Users frequently experience **slow loading** issues with Gladly, impacting their daily processes and conversation accessibility. (27 reviews) - Poor Reporting (25 reviews) ## Gladly Reviews ### 1. managing home care visits using gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Ranjit K. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Gladly?** Coordinating home visits means getting texts, calls, and emails from families all day long. I really appreciate that Gladly puts every single message about a patient into one simple feed. When a family member asks about a caregiver's schedule, my team can see their whole conversation history instantly without clicking around. The AI also handles the easy questions about our service areas automatically. **What do you dislike about Gladly?** I like our daily schedules to be perfectly organized, so getting the system to recognize our specific care terms and visit timings took a little extra time at first. But spending those few days to set up the routing rules properly really helped us clean up our internal operations, which was a huge benefit for the whole team in the end. **What problems is Gladly solving and how is that benefiting you?** It takes the daily chaos out of managing home care visits. Families get much faster, caring responses when they reach out, and it completely stops important messages from getting lost during shift changes. ### 2. A smarter way to handle customer conversations **Rating:** 4.5/5.0 stars **Reviewed by:** Jyoti S. | Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Gladly?** My favorite thing about Gladly is how it keeps the entire customer history in one place instead of splitting everything into separate tickets. It helps agents give quicker and more personalized support because they can easily see past chats, emails, calls, and messages without any confusion. The platform also feels modern, simple to use, and makes teamwork much smoother. **What do you dislike about Gladly?** One downside of Gladly is that the setup and onboarding process can feel a bit time-consuming for new teams, especially when switching from older support systems. The AI features are useful, but they could be smarter in handling complex customer issues and providing more accurate suggestions to reduce manual effort for agents. **What problems is Gladly solving and how is that benefiting you?** Gladly has helped us solve the problem of scattered customer conversations by keeping chats, emails, calls, and messages all in one place instead of separate tickets. This makes it much easier for agents to quickly understand customer history, reduce repeated questions, and provide faster, more personalized support. It also improved team collaboration and overall performance because agents spend less time switching between tools or searching for information. The integrations with platforms like Shopify and other internal systems have streamlined our workflow and reduced manual work, which has helped improve efficiency and deliver better value for the cost over time. ### 3. Keeps every customer conversation tracked without the chaos **Rating:** 4.5/5.0 stars **Reviewed by:** Deepak P. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2026 **What do you like best about Gladly?** Running a jewellery business means customers ask a lot of questions before they buy. They message about sizing, customization, metal type, delivery. With Gladly, every single conversation stays tied to that one customer. So when someone comes back three weeks later to place an order, I already know exactly what they liked, what they asked, and what we discussed. No starting from scratch every time. **What do you dislike about Gladly?** I like things to be perfectly organized, so in the beginning I was particular about setting up each channel exactly right before going live. It took us a little longer than expected to configure everything to match how we communicate with our buyers. But that patience paid off completely. Now every inquiry, whether it is a bulk order from a retailer or a custom piece request from a walk-in customer, lands exactly where it should with zero manual sorting. **What problems is Gladly solving and how is that benefiting you?** Before this, customer follow-ups were all over the place. WhatsApp here, email there, Instagram DMs somewhere else. I was losing track of who wanted what. Now I open one screen in the morning and I know exactly which customer needs a reply, which order query is pending, and who I promised a callback to. For a growing jewellery business, that kind of clarity is everything. ### 4. Gladly keeps the team organized and stops messages from getting lost **Rating:** 4.5/5.0 stars **Reviewed by:** Kratika S. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Gladly?** I love how it puts everything in one place. Instead of having my team click around multiple tabs to find a customer's old email or a recent text, the whole conversation is just one long, continuous thread. It makes tracking our daily tasks so much easier and stops important details from slipping through the cracks. The AI also takes care of the basic, repetitive questions automatically, so my team isn't stressed out typing the exact same answers over and over again. **What do you dislike about Gladly?** I like software that is super quick to set up, so the initial learning curve here was a little frustrating for me at first. You really have to spend a good chunk of time mapping out your workflows and training the AI before you go live. I like having deep control over the settings, but it definitely took a few weeks of solid testing to get everyone on the team totally comfortable with the change. **What problems is Gladly solving and how is that benefiting you?** It took some effort to get off the ground, but it really smoothed out our daily operations. My team is way less overwhelmed, and I don't have to worry about lost emails causing a panic anymore. It just keeps our whole department moving forward without the usual chaos, and seeing everyone actually enjoy using it makes my day-to-day work so much easier. ### 5. A support tool that doesn't break my backend codeAutomatically **Rating:** 4.0/5.0 stars **Reviewed by:** Saransh J. | Associate Salesforce Developer L2, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Gladly?** I spend my days writing Apex and migrating Flows, so I usually get annoyed when the business team buys a new customer service software. The best part about Gladly is that it actually plays nice with our existing setup. I don't have to write heavy custom code to make it show a customer's history. It pulls up their whole profile right next to their chat automatically. I don't have to build complicated Lightning Web Components just to help the support agents see what a customer bought last week. **What do you dislike about Gladly?** We still have to map our data really carefully. If our database has a lot of custom objects or complex rules, getting Gladly to read everything perfectly takes a lot of testing. We can't just plug it in and go to sleep. The initial mapping process can be a headache, and if we miss a step, the agents won't see the right data on their screen when a chat pops up. **What problems is Gladly solving and how is that benefiting you?** It keeps our system architecture super clean. The customer service team gets the smart AI chat they want, and I don't get stuck fixing broken API syncs every weekend. It saves me from doing a bunch of boring, repetitive development work and keeps the actual data totally secure. ### 6. Gladly helps us stop treating our VIP buyers like random support tickets. **Rating:** 4.5/5.0 stars **Reviewed by:** Sourabh P. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Gladly?** When someone spends good money on fine pieces, they expect premium service. The best thing about Gladly is that it groups everything by the person, not by a case number. If a client messages us on Instagram and then sends an email the next day, my team sees it all in one single chat screen right next to their past purchases. The AI is actually smart enough to handle the basic questions like finding tracking numbers or explaining return policies. **What do you dislike about Gladly?** The AI takes some patience to set up at first. We had to spend a good amount of time feeding it our specific product details because we use a lot of unique terms for our metals, ring sizes, and stones. If you just turn it on without teaching it your brand's voice, the automated replies can sound a little generic. It is also definitely a premium-priced software, so it is an investment. **What problems is Gladly solving and how is that benefiting you?** It makes our online shop feel like a high-end physical boutique. Because my team instantly sees that a client bought a specific ring last year, they can easily suggest a matching bracelet when that person reaches out. It has really helped drive our repeat sales. It stops our customer service from just being a complaint department and turns it into a way to actually build real relationships with our buyers. ### 7. Better structure for managing company customer conversations **Rating:** 4.0/5.0 stars **Reviewed by:** Victor C. | Service operations leader, Consumer Goods, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2026 **What do you like best about Gladly?** The main thing I love about Gladly is that it has helped to organize a once unstructured customer service process. It's reduced double or triple handling, and made it easier to keep track of conversations. There are lots of features that have helped streamline our support processes and organise our customer conversations. And I appreciate increased cooperation between agents. This has had an impact on efficiency and the ability to better manage support tasks. **What do you dislike about Gladly?** An area that could improve is that some administrative functions can be a little repetitive, such as when setting up workflows or conversation routing. There are many features, but not all actions take the fewest steps. This has sometimes added time for our team and impacted productivity during busy support times. Technical support has been good but there are still some limitations that cause inefficiencies. **What problems is Gladly solving and how is that benefiting you?** Gladly helps with issues of disjointed customer conversations, manual duplicate work and disparate support processes. It helps us in having structure and avoiding needless effort in service. The features aid reliable conversation management and team collaboration. It helps my team complete service tasks faster, boosting productivity. Most importantly, it's improved the overall support process and removed distractions that previously interfered with daily tasks. ### 8. Gladly’s Customer-Focused View Simplifies Support with Clean Design and Shopify Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Anirudh B. | Senior IT Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Gladly?** The fact that it emphasizes on the people and not ticket numbers is the best. In software such as Zendesk or Freshdesk, it is all handled using ticket numbers. But in Gladly it is all customer-focused. The entire chat, email, SMS and calls history of a customer can be viewed in one location by my team. This simplifies the working process since the agents do not need to pose the same questions more than once. Another feature I greatly appreciated as an IT Manager was its ability to integrate with our Shopify store and internal systems. The design is contemporary and clean thus the agents will be comfortable with it throughout the day. **What do you dislike about Gladly?** It is rather expensive, particularly when it comes to small Indian companies. Besides, the dashboard may be a bit slow when we access heavy reports of the past 6-8 months and it takes a few seconds to load. **What problems is Gladly solving and how is that benefiting you?** The lack of one system and the absence of conformity in data between different teams before gave us a big problem due to teams relying on different systems (email, calls, etc.). These problems took my IT team a lengthy time to resolve. All is now in a single platform after using Gladly. Thanks to this, the level of customer satisfaction grew by 15 percent, and the response time was radically reduced. ### 9. We now proactively message customers on their preferred channel **Rating:** 4.0/5.0 stars **Reviewed by:** Melania D. | Customer Service Operations Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Gladly?** What I really adore about Gladly is its customer-centric approach and it truly puts the person at the center of every interaction. Instead of focusing on tickets, it’s built around ongoing dialogues, with a complete history across all channels, phone, chat, and email. Because of this, our agents can pick up the conversation seamlessly even if the customer switches channels, like moving from a chat to a call. On top of that, its intelligent recommendations help agents find solutions faster, which noticeably improves both efficiency and the level of personalization. **What do you dislike about Gladly?** The only problem that I have with Gladly is that reporting and analytics customization can be rather hard at times. Although it offers good standard measures, sometimes one has to go a little further to get to very specific, granular data points than one may prefer. **What problems is Gladly solving and how is that benefiting you?** Gladly has totally changed our customer service to a ticket factory to a personal conversation hub. Previously, agents handled individual tickets per customer issue on different systems causing disjointed context and a frustratingly repetitive explanation to customers. Now, all customer interactions are unified in one timeline within Gladly. ### 10. Best for customer history, do away with irritating ticket numbers! **Rating:** 5.0/5.0 stars **Reviewed by:** Bhavya A. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Gladly?** The most impressive feature is the one lifetime conversation one. Granted, I have never been witness to such a clean type of dealing with customers in my 10 years of operations. My team doesn't have to look for ticket #12345 or #67890. All that is not far away under the name of the person. When a customer calls after two days, and he has already chatted with the agent today, then the agent knows what was said in the chat. This wastes a lot of time and my agents are quite pleased since they do not receive shouts about not knowing the history. The UI is also a very modern and colorful one, unlike these old assorted enterprise softwares. **What do you dislike about Gladly?** To be frank, it is rather expensive on a pocket of a developing team. The reporting dashboard is also somewhat unfriendly when you desire very in-depth data. It can also take a lot of clicking to receive a simple daily report. **What problems is Gladly solving and how is that benefiting you?** The biggest issue we had was a case of duplicate work of two agents on different channels responding to the same customer. Happy made this out all right. No longer is there perplexity. This is due to the fact that my team has been able to respond much faster since all the context is on a single screen. This has eased my life as an Operations Manager since I do not have to continue checking the various tools to have chat and email. ### 11. Continuous conversation flow helps customer service teams **Rating:** 4.0/5.0 stars **Reviewed by:** Harold D. | Client support coordinator, Renewables & Environment, Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2026 **What do you like best about Gladly?** I like the way Gladly allows conversations to flow in a clear way. It assists me in learning about customer history without having to switch between different messages. The feature set allows managing various communication channels centrally. Due to this, my work is easier as I can easily resume a conversation. It minimizes the amount of work required to collect context and allows me to concentrate more on assisting customers in the appropriate way. **What do you dislike about Gladly?** The one thing I dislike is that it may be overwhelming to deal with multiple conversations at a time. Having a high amount of features, it may be not easy to find something quickly. This has impacted my work since I occasionally end up taking more time to arrange my queue rather than responding. This delays me during rush times and makes it difficult to stay abreast of the incoming traffic. **What problems is Gladly solving and how is that benefiting you?** Gladly solves the issue of disconnected customer conversations. I needed to combine the information in various messages before I could use it and this confused me a lot. Everything has been brought together and it is easier to comprehend each case. This will help me in minimizing errors and be more responsive. My group is also more effective since we have a common history of the conversation. ### 12. Excellent tool to chat with your customers without losing the history! **Rating:** 4.5/5.0 stars **Reviewed by:** Vishnu P. | AIOps Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Gladly?** Gladly’s most powerful benefit is that it’s people-centric rather than ticket-centric. The other tools create a new ticket every time. Whenever a customer emails, it creates a ticket number. It is very confusing. But in Gladly, one customer gets one screen. So if they chat today, and call tomorrow, I can view it all in one place. No need to ask Sir, what was your old ticket number? It keeps the customer happy and my end quick. **What do you dislike about Gladly?** The search bar can sometimes be slow. When I search for previous conversations by name, it takes a while to load. One other note the reporting dashboard is a bit of an initial mind fuck. You ll require a tiny bit of training around how very much chats your group finished in one day. It’s not just a matter of pressing a button. **What problems is Gladly solving and how is that benefiting you?** Our team was messy before Gladly. An agent was responding to an email, while another one was communicating with the same person on phone. We were repeating work. Now, thanks to the single timeline, we can precisely identify who is speaking to whom. We do not forage for information, so it saves us a minimum of 2 hours daily. ### 13. Last moved off tickets to people- Good software but very costly. **Rating:** 5.0/5.0 stars **Reviewed by:** Aarav P. | Senior IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Gladly?** I have been serving as Senior IT Manager during the last 10 years and do use numerous tools such as Zendesk and Salesforce. But Gladly works differently since they are not depending on the amount of tickets. In fact, this is the best thing my team would like. The problem present in my company was that we needed a tool wherein my support agents can view the entire history of the customers on a single page. Whether the customer mailed one on yesterday, or they chat or phone today, everything is on one track. In my case as an IT head the integration part was quite simple. We have it concatenated with our shopify, as well as with our warehouse management system. It got online not very quickly, perhaps a matter of few weeks. It has a very clean interface as opposed to the old softwares which appear so complex. My agents trained only 2 days and were using it. This spared me a lot of time and effort. **What do you dislike about Gladly?** The key issue that I think is the price. To be quite frank, gladly is very expensive. The per-user cost may be very expensive to a mid-sized company and they lack a flexible plan that are available should you be having a small group of people. On technical side, I am also not satisfied with the reporting section being somewhat limited. The filters are not very user friendly when I need to extract very deep data to present to my monthly management meetings. At times, I need to copy all the data to Excel and undertake the task by hand. In addition, the agent app is also alright, but in some cases it becomes slow due to a high amount of chats. They are also expected to offer additional API extensions as customizations at no excessive costs. Their assistance is sometimes slow in providing technical responses, amiable yet slow with complicated problems. **What problems is Gladly solving and how is that benefiting you?** My greatest headache prior to Gladly used to be information silos. One of the agents was chatting and another individual was responding to same customer using email. It had become quite a mud and clients were losing their temper since they would have to re-tell their predicament several times. At this point, Gladly cleared this out. There will be no more redundancy. It is also helpful to my department since I do not need to use 5 various tools to chat, talk, and mail. All this is produced under one roof. Our first response time has also improved significantly since the agents do not need to do research on the customers in different tabs. In addition, the conversation now feels very personal and not like a computerized ticket system hence our CSAT rating (Customer Satisfaction) is far much better. In my case, it is calmness of the mind since it is a highly stable system and we have very minimal downtime. ### 14. Customer requests and history in our company are much easier and better track **Rating:** 4.5/5.0 stars **Reviewed by:** Henri B. | Client experience specialist, Automotive, Small-Business (50 or fewer emp.) **Reviewed Date:** March 26, 2026 **What do you like best about Gladly?** In my case, the most interesting aspect of the software is that it eliminates the possibility of information falling through the cracks. I have access to the discussion with each of the customers and what needs to be addressed. The quantity of features justifies the ability to make various kinds of inquiries and keep their status effectively. It will allow me to minimize errors, ensure a happy customer base, and make my task during the day more structured. **What do you dislike about Gladly?** One of the negative aspects that I have observed is that Gladly may seem bulky when attempting to perform some of the tasks. There are those that involve more than one step and this makes work slow during peak hours. They may complicate the directness of simple processes, but otherwise, they have a lot of useful features. **What problems is Gladly solving and how is that benefiting you?** Gladly copes with the task of monitoring all the customer requests in a systematic manner. I am able to follow what has been discussed and what is yet to be discussed and this minimizes the possibility of making mistakes. Its functions help in structuring questions and orderliness when there are rush hours. This has enhanced my customer working experience, made my daily works less stressful and nothing falls between the cracks. ### 15. Finally the ticket numbers: no more! Best for real customer talk. **Rating:** 4.5/5.0 stars **Reviewed by:** Nitu J. | Cloud Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Gladly?** As a Cloud Engineer I have to see how our systems are talking to the CX platform. The "Customer Timeline" is very impressive. If a customer sends an email, then calls, then WhatsApp message it is all one single scrollable timeline. No need to merge tickets and look for old history. It saves so much time for our agents and on the backend side, the integration with the API is very clean. The "Customer AI" is also very smart - the bot actually knows what the customer wants rather than just giving generic bot replies. **What do you dislike about Gladly?** The reporting side, in fact, is a bit tricky. If you are the kind who wants to make some really custom reports, then it takes some time to learn. Sometimes the dashboard gets a little heavy if there are too many active conversations during the peak seasons of sale. Also have I wish that they had more "out of the box" integrations for some of the niche database tools which we use, though their API is good enough to build our own. **What problems is Gladly solving and how is that benefiting you?** We had a significant problem of customers having to tell their story over and over again if switching from chat to phone. This was taking our CSAT scores downwards. Gladly solved this completely because this is a context that follows the customer. For me as an engineer it makes my life easier as I don't need to take care of complicated ticket routing logic in the backend. It is handled by Gladly's "People Match". It schedules the customer to speak to the same agent as before. This is the building of a real relationship, and not just a transaction. Our costs for handling "repeat contacts" have reduced by almost 25% since we moved to this "ticket-free" foundation. ### 16. Gladly improves how support teams work together **Rating:** 4.5/5.0 stars **Reviewed by:** Samuel E. | Customer experience specialist, Printing, Small-Business (50 or fewer emp.) **Reviewed Date:** March 22, 2026 **What do you like best about Gladly?** My favorite feature of Gladly is that it keeps customer conversations together as opposed to being divided into tickets. I have been using it everyday and the frequency doing the same is a true indicator of how natural it is to my work process. It integrates with services such as Shopify and Slack, thus, I do not need to change tabs to see the order information and team reports. The feature count is also good as long as handling emails and chats. **What do you dislike about Gladly?** One of the things I do not like about about it is that certain characteristics feel restricted when dealing with more complicated processes. This implementation was also delayed due to the fact that we needed to adapt our processes to suit the system. Another issue is that not all the tools can be easily integrated with and this led to delays in customer data synchronization. **What problems is Gladly solving and how is that benefiting you?** The most significant problem which Gladly is solving is unorganized customer communication. I would skip platforms, and this slackened me down. I use it now regularly and the number of times serves as a measure of the importance of the use in my job. With the integration with Shopify, I would be able to view customer orders immediately. This aids me to react more effectively and keeps my work in order. It causes a visible change in my daily support activities. ### 17. Gladys All-in-One Support Solution Makes Customers Happier. **Rating:** 4.5/5.0 stars **Reviewed by:** Tohik K. | Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Gladly?** Gladly is great since it puts consumers first instead of tickets. I can see all of a customers past conversations in one perspective that helps me to grasp their situation better and provide them with the right answers. I don't have to search in different sections for old messages which saves me a lot of time. The UI is easy to use clean and basic. It does not matter if someone is new they will learn how to utilize it quite quickly. I also like the fact that it allows you to use email live chat audio and social media all in one spot. This helps me to be organized and help me get more done Teamwork is another great thing about it. Its easy for me to ask my teammates to help & switch chats without getting any information lost in the process. The way the notifications and workflow are setup is also good which gets me to keep track of all my customers needs. **What do you dislike about Gladly?** Some things could be better When there is a lot of talks going on the system can slow down which can make it harder to get things done at busy periods. Also some of the more advanced capabilities are hard to understand at the very first and need training or experience and Another issue is that there are not many options for customizing things in some places. For instance it might be easier to put up reports of workflows. Small problems or delays in updated things can also make the things less seamless sometimes. **What problems is Gladly solving and how is that benefiting you?** Gladly loses a challenge of dealing with consumer questions from many different platforms in a disorganized manner. It was difficult to track the interactions on email, chat and social media, until this application was introduced. Everything is now in one location that makes it a lot easier to keep track of. It also solves the problem of losing track of the customers. I can instantly know what is wrong without even having to ask the client to repeat themselves because I can see all of our past chats. This makes customers more happy, and creates trust. Also it helps reduce the effort and time by making conversations more organized and help teams to work together better. I can do service faster serve more clients in less time and give better service. In general and also make the support process go more smoothly and increase the productivity. ### 18. Our customer support department got significantly improved since we use Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Antoine D. | Client relationship officer, Apparel & Fashion, Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Gladly?** The most enjoyable thing about Gladly is its ability to provide me with a complete account of the interactions of a customer. I apply it regularly in the retail support to handle the questions in a variety of channels such as email, chat, and social. The features also enable me to review previous discussions, assign tickets to other teammates, and make follow ups with ease. **What do you dislike about Gladly?** One of the shortcomings that I have encountered with Gladly is the fact that it may be hard to deal with many messages at once. Our retail crew can chat, email and social inquire simultaneously and thread switching takes attention. As I use it on a daily basis, large volumes occasionally slow responses. The flexibility is offered by the number of features, but priorities are ineffective to manage without time. **What problems is Gladly solving and how is that benefiting you?** The primary advantage of Gladly is that it allows the staff to have a full overview of all communication with customers. Previously, having the emails, chats and social messages as different messages would result to duplication of work or time wastage. With the help of the platform, we often track the discussions, designate tasks, and read previous orders and messages. ### 19. I think Gladly makes managing customer interactions easier and more personal **Rating:** 4.5/5.0 stars **Reviewed by:** Chuck B. | Customer success coordinator, Oil & Energy, Small-Business (50 or fewer emp.) **Reviewed Date:** March 09, 2026 **What do you like best about Gladly?** My favorite aspect of Gladly is that it allows me to monitor all the interactions with customers using its tools to provide the individual response each time. I can view past messages, notes and preferences all together. The daily usage will enable the team to reply to emails, calls and chats without losing context. This is made easier with threading, tagging and reminders that enable the follow ups to be managed and a hassle free and careful experience to be enjoyed by all customers. **What do you dislike about Gladly?** The main drawback is that some automation features aren’t as flexible as they could be, which adds extra manual work at times. Initial setup of tags, queues, and reminders required careful testing. Daily use shows that minor assignment issues or missed alerts can slow response time. Making it easier to adjust priorities or conversation flow would reduce workload and streamline communication. **What problems is Gladly solving and how is that benefiting you?** Gladly resolves the issue of maintaining communication of customer transactions using several channels which previously created confusion and delays. In the past, customers used to repeat themselves or receive different answers. Conversation histories, tagging and reminders enable one to follow up easily and retain context. This has the advantage of benefitting our team by enhancing the quality of responses, minimizing errors, and eliminating stressful work, and the customers receive quicker and more considerate service that fosters trust. ### 20. A huge time saver for managing customer chats **Rating:** 4.5/5.0 stars **Reviewed by:** Nitesh M. | Junior Frontend Developer , Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Gladly?** Gladly completely changed how our team handles messages. Instead of using confusing ticket numbers, it puts every email, text, and chat into one single, easy-to-read thread. The AI automatically answers the basic, repetitive questions for us. I really love that we can see a customer's whole chat history instantly right on one screen. **What do you dislike about Gladly?** I like things to run perfectly, so setting up the initial routing rules took some extra time and testing. But mapping it all out actually helped us organize our daily workflows better, which was a nice bonus in the end. **What problems is Gladly solving and how is that benefiting you?** It really cuts down on team stress and stops important messages from getting lost. It is a great investment for any team dealing with a high volume of daily customer chats. ### 21. People-Centered Support with Powerful AI and Smart Routing **Rating:** 4.0/5.0 stars **Reviewed by:** Moksha B. | Machine Learning Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Gladly?** As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The best part I like about them is their “People-centered” model. You do not have a ticket number; you just have a lifetime conversation thread about that customer. This is very much helpful from a data perspective because the context window of the AI is always clear. The Gladly Sidekick (AI) is extremely powerful. This is not a simple chatbot, it employs the power of Generative AI and RAG (Retrieval-Augmented Generation) to read our "Guides" and provide very human-like responses. You have a great ML logic for your feature where "People Match"—it routes the customer to only the best agent based on their query and loyalty status, not just who’s free. The integration with Shopify and other backends is also great, plus the AI can actually handle tasks like refund processing or package tracking rather than only "deflect" the user. **What do you dislike about Gladly?** One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very advanced branching, the UI feels somewhat limited relative to a full-fledged flow builder. Finally, while the reporting dashboard provides basic KPIs, if I am looking for deep machine level analysis or sentiment trend mapping, I tend to export out via REST API and consume in my Python notebooks. The session timeout also needs to be a little less aggressive; it occasionally logs the agents out before they finish their long, most of the time even on mid case. **What problems is Gladly solving and how is that benefiting you?** We placed the Bot in a state of "Frustration." Many customers do not like speaking with bots because they are too rigid. We are building a more conversational AI with Gladly that gets intent and sentiment. The advantage for me is the feedback loop. Gladly makes it easy to see when the AI fails and we can then update the “Guides” or the “Answers” within minutes in most cases. In the first few months, it is decreasing the Tier-1 support volume by almost 40-50%. This filters the fray out for human agents so that they only have to deal with high-value problems heavy enough to require a consultant's brain. ### 22. Intuitive, Conversation-Based Support That Keeps Full Context Across Channels **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie K. | Senior Director of Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Gladly?** One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. **What do you dislike about Gladly?** The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. **What problems is Gladly solving and how is that benefiting you?** Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality. ### 23. Customers feel valued because Gladly connects them with the agent who can help them best **Rating:** 4.5/5.0 stars **Reviewed by:** Jorge T. | Contact center manager, Entertainment, Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2026 **What do you like best about Gladly?** The customer-first approach to customers offered by Gladly is indeed spectacular; regardless of the channel, all interactions are linked to one customer profile. The unified timeline feature which enables agents to view a full history of chat, email and voice in real time is my favorite. **What do you dislike about Gladly?** The features of reporting, although handy, are at times less powerful than specific analytical tools when it comes to granular deep-dives. We have also observed that sometimes, the technical effort in integrating additional communication channels is more than expected, which affects roll-out times. **What problems is Gladly solving and how is that benefiting you?** Gladly has addressed completely our problem of disjointed customer support. Our agents previously had difficulties with offering uniform service, frequently requesting customers to reiterate information to them as they changed between chat, email or phone. ### 24. Seamless Customer Interaction and User-Friendly Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Shalonda S. | Customer Retention, Enterprise (> 1000 emp.) **Reviewed Date:** November 18, 2025 **What do you like best about Gladly?** I love using Gladly because it is incredibly user-friendly. The system's interface is super clean, making it seamless to navigate and use. The knowledge base is also well-organized, allowing me to find the necessary information with just a few simple keyword searches. This ease of access is especially useful when I am dealing with order-related questions, returns, exchanges, and other customer service tasks in our online retail operations. Additionally, the integration with our order management system, the CSAdmin tool, is seamless, helping connect customer accounts and streamlining our operations. Overall, the entire setup process was smooth and straightforward, from configuring my tags to setting up my profile, enhancing the user experience significantly. I appreciate how effortlessly everything is organized in one place, saving time and reducing the need to navigate through multiple systems. **What do you dislike about Gladly?** Sometimes I run across issues with connecting customer accounts or merging accounts, but I think that's more of a user error than the system itself in the design. **What problems is Gladly solving and how is that benefiting you?** I use Gladly to efficiently connect with customers, centralizing order information and conversation history in one place without navigating different systems. ### 25. Effortless Multi-Channel Customer Interaction **Rating:** 5.0/5.0 stars **Reviewed by:** Michael H. | Retention Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Gladly?** I use Gladly to interact with our customers through multiple channels and I really appreciate its AI features that help craft excellent replies. The low bar of entry and the ease of working with others inside the app make it very user-friendly. I also find it great that I can manage multiple conversations seamlessly, which is a lifesaver, especially since I often have up to 7 contacts, including live contacts, at any given time. The sidebar is incredibly useful, keeping the most relevant conversation at the top of the queue, and allowing me to manage my time effectively. **What do you dislike about Gladly?** I think the switching of AUX states could be improved. If you are in one AUX state, such as 'Lunch', it should allow you to switch AUX states without going back to 'Available'. **What problems is Gladly solving and how is that benefiting you?** I use Gladly to interact with our customers through multiple channels. It helps craft excellent replies with AI and manage multiple conversations seamlessly, keeping the most relevant at the top. It's easy to use and collaborate within, managing up to 7 contacts effortlessly. ### 26. Highly Versatile CX Platform with Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Benjamin D. | Member, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2025 **What do you like best about Gladly?** I really appreciate the implementation team at Gladly. They were fantastic in guiding us through the setup process and ensuring we knew what was necessary, which made the transition smooth. Over the years, I’ve come to love Gladly’s capability to handle a diverse range of customer interactions through voice, email, chat, and SMS, seamlessly managing all our volumes. The different flows and abilities offered by Gladly are impressive and a significant reason for my continued renewal of their services. I particularly enjoy the inboxes and routing features, which allow us to create a robust workflow straight out of the box. Gladly also stands out for staying on the cutting edge of technology, continuously innovating, which gives me confidence in their longevity. Given their path of progress and dedication to innovation, I am very satisfied with our choice to switch from Zendesk to Gladly. **What do you dislike about Gladly?** I have a concern about Gladly's pricing, which I feel could be addressed. **What problems is Gladly solving and how is that benefiting you?** Gladly enables us to manage CX across multiple channels like voice, email, chat, and SMS. It effortlessly handles our volume while providing versatile flows and abilities, making it indispensable for our operations. ### 27. Great Platform, could be better. **Rating:** 3.0/5.0 stars **Reviewed by:** Joseph G. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Gladly?** What I appreciated most about Gladly was how easy it was to use. The interface felt sleek and elegant, and I found it simple to navigate and locate everything I needed. We were able to integrate all of our applications easily and implement new ones that were needed with only a few clicks. We used this platform daily as our help desk. They really did make it east to provide customer support to all of our retail customers. **What do you dislike about Gladly?** I was disappointed that we didn't have an account manager and that the platform lacked a built-in CSAT solution. Additionally, I found it frustrating that some important metrics were difficult to locate and had to be calculated manually, which was quite a hassle. **What problems is Gladly solving and how is that benefiting you?** Gladly was helping us to provide customer support to all of our support channels in a fast, easy, and timely manner. This helped us to provide a great customer experience by saving time where it mattered and allotting time where it was needed. It really is super easy to use, and everything is placed in the perfect place to provide support to all customers. ### 28. Effortless Communication with Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Fidencio R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Gladly?** I love Gladly because it's a friendly website that makes it very easy for me to document every interaction I have correctly and properly. I can easily follow up with any customer and assist them correctly. Gladly offers all the tools we need, making the setup the easiest I've experienced without any problems since the beginning. It's pretty unique and awesome. **What do you dislike about Gladly?** there are no dislikes with gladly i love it **What problems is Gladly solving and how is that benefiting you?** Gladly helps me document every customer interaction, making it easy to manage bookings and replacements for Crate and Barrel. ### 29. Fantastic product, backed up by an amazing team. **Rating:** 5.0/5.0 stars **Reviewed by:** John B. | Vice President, Customer Experience & Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Gladly?** Gladly has helped us redefine our entire approach to CX, allowing us to move away from the age-old ticketing mindset and putting customers at the center of the experience. Beyond the capabilities of the tool itself, which continues to improve on a very frequent basis, the team behind Gladly is outstanding. From pre-sales, through implementation and now through ongoing account support, we have had some truly remarkable partners that care deeply about CX and our business. **What do you dislike about Gladly?** We're very excited about the roadmap with Gladly, and their product continues to improve and embrace AI. The shift to AI has caused the core "Hero" platform to receive less updates, but we've shared this feedback with Gladly and they've committed to address it. Another example of their receptivity to customer input. **What problems is Gladly solving and how is that benefiting you?** Gladly puts customers at the center of a brand's CX, not tickets. We've been able to completely shift our approach to staffing, recovery and satisfaction by bringing valuable information into the platform and using it to solve issues quicker and more completely. Gladly also allows us to balance the value of human interaction with the value and efficiency of AI. Their approach is incredibly thoughtful and they are a thought-leader in showing the value of human led interactions and not just throwing AI at everything. ### 30. Best Omnichannel on the Market **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley D. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Gladly?** Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. **What do you dislike about Gladly?** The only drawback is that social media comments don’t pull into the platform. DMs integrate perfectly, but having comment visibility would make the social experience fully complete. **What problems is Gladly solving and how is that benefiting you?** Gladly has completely eliminated duplicate conversations for our team. With our previous CX platform, we constantly battled duplicates — customers reaching out via email, DMs, and text simultaneously. Now, because Gladly unifies every interaction under a single customer profile, we’re able to serve customers more efficiently and consistently meet our SLAs. On top of that, the Sidekick chatbot has been a huge asset. It helps customers with returns, order tracking, and other self-service needs, freeing up our agents to focus on higher-level, more personalized conversations that truly impact the customer experience. ### 31. All-in-One Customer Context Makes Work Effortless **Rating:** 4.5/5.0 stars **Reviewed by:** Helfried Y. | Client experience specialist, Machinery, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2025 **What do you like best about Gladly?** I personally enjoy the fact that Gladly focuses on the context of the customer rather than on the channel. I do not have to work on different inboxes, all messages, calls and social mentions in one place. By combining it with our CRM, I would be able to view customer lifetime value when chatting with the customers. My work is also less stressful as it is easy to use and has enough features that enable me to focus on finding solutions instead of following a conversation. **What do you dislike about Gladly?** Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agent performance or ticket trends, which decelerates the process of strategic planning. This has affected my team in its capacity to detect the bottlenecks in a short duration. The interface may sometimes become a little crowded when there are several conversations and this may make it difficult to multitask during busy times. **What problems is Gladly solving and how is that benefiting you?** Gladly is also able to make it easy to handle all customer conversations within one platform and this has indeed enhanced our efficiency. I am able to respond promptly without seeking previous history and the team is more likely to feel in control. Issues such as delayed responses, duplication of queries and slowness of response have been reduced to a minimum, thus our support has become more trustworthy and predictable. ### 32. Super Easy and Complete, Excellent AI Support **Rating:** 5.0/5.0 stars **Reviewed by:** Luis Enrique G. | Gearhead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2025 **What do you like best about Gladly?** I love how easy it is to set up Gladly; it really is very user-friendly since you only need to press 'next' and that's it. The implementation of artificial intelligence helps a lot in my day-to-day, significantly improving my efficiency. Mainly, the spell checker and the format checker are what I find most useful, as it's not always easy to express oneself well. Gladly helps me give a more professional or friendly format to my communication. Additionally, the ease of use is impressive, and the system is very complete with very few flaws, which I really value a lot. Without a doubt, I would recommend Gladly with a rating of 10. **What do you dislike about Gladly?** At the moment, there is nothing I don't like. **What problems is Gladly solving and how is that benefiting you?** Gladly's artificial intelligence simplifies my daily work, offering ease of use and assistance in spell-checking and formatting, improving professional communication. ### 33. Easy to use and understand **Rating:** 5.0/5.0 stars **Reviewed by:** Ana A. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2023 **What do you like best about Gladly?** The most helpful about Gladly is that we can provide a good customer service due to the fact we can see all the customer profile and we can know if the customer has an outgoing case to follow up and we avoid the customer repeating themselves. **What do you dislike about Gladly?** The downsides of using Gladly is we can create task to another person and this avoid us to take the propper ownership to follow up. **What problems is Gladly solving and how is that benefiting you?** issuing easy follow up's to the customers ### 34. Managing customer conversations efficiently is now much smoother for us **Rating:** 4.5/5.0 stars **Reviewed by:** Kinga P. | Customer support manager, Media Production, Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2025 **What do you like best about Gladly?** The most notable thing is that Gladly does not separate the entire customer experience. I am in it all the time responding to questions and reviewing previous discussions, and CRM integration makes everything up to date. These features are concentrated on what is really important to support work and day to day use has simplified the process of handling inquiries, continuity and response is faster and more useful. **What do you dislike about Gladly?** The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am also forced to make an additional effort to categorize or rank queries, which reduces my pace. I follow it on a daily basis hence these restrictions are frequent. Although it is convenient with the majority of support activities, peak times may seem somewhat limited under the existing configuration. **What problems is Gladly solving and how is that benefiting you?** The greatest advantage is that Gladly helps maintain all communication with customers transparent and systematic. I also use it a lot to follow messages and nothing is missed. There is automatic synchronization of our CRM with all touchpoints, thereby saving time and avoiding errors. Its regular use has made the support process an easier one, ensured that the team works in a better synchronized manner and that managing inquiries is an easier task. ### 35. Effortless Versatility with Time-Saving Ease **Rating:** 5.0/5.0 stars **Reviewed by:** Aron L. **Reviewed Date:** November 17, 2025 **What do you like best about Gladly?** I love that Gladly is an incredibly versatile tool that I can use for almost anything with minimal restrictions, which significantly enhances my workflow. Its user-friendly interface stands out to me because it's very easy to use, requiring less time to learn and set up—remarkably, you can become quite proficient within a day. This ease of use results in substantial time savings in my work processes. These features are crucial as they simplify my daily operations and allow me to perform tasks effectively and efficiently, providing me with a comprehensive solution that addresses all my needs. Given its benefits, I am highly likely to recommend Gladly to others, as reflected by my likelihood rating of 10 out of 10. **What do you dislike about Gladly?** I feel that Gladly could be improved by adding an alarm feature to alert for different status changes or setting a timer if needed. **What problems is Gladly solving and how is that benefiting you?** Gladly centralizes everything I need, is easy to use, versatile, and saves me a lot of time at work. ### 36. Smooth customer conversations every day **Rating:** 4.5/5.0 stars **Reviewed by:** Chris M. | Remote support technician, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2025 **What do you like best about Gladly?** I find the feeling of conversing with Gladly so natural because I am changing channels all day and day out. I frequently work with both Shopify and Klaviyo, and the integration maintains all the flows within a single flow. These features aid me in accomplishing tasks without having to multitask on the additional tabs. This is actually what keeps me on the move as I am able to respond faster and be organized. It has become a part of my everyday life and it saves me a lot of back-and-forth. **What do you dislike about Gladly?** The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction of new updates may be slow as well and this has an impact on my speed during the rush days. The platform with Shopify is something I frequent, so any delays put me into a disorient. It does not destroy anything, but it creates some friction that makes my workflow somewhat not as smooth as I would like it to be. **What problems is Gladly solving and how is that benefiting you?** Making my job a lot easier, Gladly keeps all the messages exchanged with customers in a single place, therefore, I do not have to search to find the information. Because it is integrated with Shopify, I have an opportunity to pull order history in real time and this saves a significant amount of time. I apply it quite heavily during the day, and the day routine makes me concentrate. The features assist in the daily mayhem of assistance and the comfort of ease pulls it all together in a manner that in fact enhances my speed. ### 37. Transformative All-in-One Communication Hub **Rating:** 4.5/5.0 stars **Reviewed by:** Tom C. **Reviewed Date:** November 12, 2025 **What do you like best about Gladly?** I love that Gladly has a very intuitive UI, which makes it easy and fast to train new users. I appreciate its reliability with respect to up-time, which ensures seamless communication management without interruptions. The team at Gladly is dedicated to ensuring we use the platform effectively, while also being open to improvements, which fosters a strong partnership. I find Gladly to be a coherent, centralized solution that organizes customer communication across various platforms and media, which enhances customer interaction by focusing on the customer rather than a ticketing system. This allows for faster resolution and provides better context in customer interactions. The integration of AI tools with Sidekick is another favorite feature, as it accelerates service and reduces reliance on agents for handling lighter tasks. Additionally, integrating Gladly with our e-commerce platform and other systems has streamlined our operations significantly. **What do you dislike about Gladly?** There are some features that we would like to have that are not currently in scope. Creating outbound dialers from lists for outbound sales is not particularly easy, or not as easy as our previous platform. Occasionally the AI assistant says or does things that are head scratching, but that will work itself out over time. **What problems is Gladly solving and how is that benefiting you?** I use Gladly to streamline all customer communications into one platform, reducing reliance on multiple tools, which improves coherence and context in customer interactions. The integration of AI tools speeds up service delivery, enhancing efficiency and reducing agent workload. ### 38. A comprehensive customer engagement platform **Rating:** 5.0/5.0 stars **Reviewed by:** Michael H. | Program Manager, Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2025 **What do you like best about Gladly?** Gladly is an outstanding engagement and communications platform. I have prior used platforms such as Salesforce and ZenDesk, which often fell short when trying to engage with customers across multiple channels - especially when it came to historical reviews. Topic timelines and intuitive search features also give users a powerful tool to find trends and targeted customer issues. I also cannot understate the quality and spread of reporting available on the platform. OOTB there are several pre-made reports to give you a 360° view of your support team and customer metrics. Those of you familiar with OMNI or Google Looker will also feel at home with an Analyst license, allowing you to create your own custom reports and dashboards based on your company needs. This feature alone drive our entire CX department and gives countless actionable insights every month. Gladly is a platform I cannot over-sell. Their support gives comprehensive care, their API documentation is supremely comprehensive and helpful for building connections and custom integrations, and the platform as a whole is easy to use every day from front-line support agents to department analysts. **What do you dislike about Gladly?** Gladly is a platform that's hard to find a downside for! On occasion we've had slow responses from the Support team on either enhancement requests or low-priority technical issues, however they have never failed to deliver on mission-critical bugs or requests. **What problems is Gladly solving and how is that benefiting you?** Conversations with customers are incredibly easy to keep track of! With conversation topicking and a continuous timeline, you never need to hunt through cases to find "that one complaint" or "the email where I said I wanted a refund". Additionally, topic reports give us a huge benefit in visibility to the kinds and frequency of issues our customers encounter or need assistance with - if you're a data nerd, Gladly will be your best friend. The other major problem Gladly solves for us is visibility across all teams and channels. We are tied directly in with all inbound channels across nearly a dozen separate teams, all of which have the ability to see the customer's support journey as any one customer is handled by any other team. This ensures there is congruity in our responses and keeps us from having to ask the customer for information they've already provided. AI Note Summarization is absolutely a vital feature for any large support team! ### 39. Great for Customer History, Needs AI Improvements **Rating:** 3.0/5.0 stars **Reviewed by:** Aimee R. **Reviewed Date:** November 03, 2025 **What do you like best about Gladly?** I love how Gladly keeps contacts in history and routes customers to the same employee when possible, which enhances continuity and fosters better relationship management with customers. The direct access to customer history, including having orders and previous conversations shown, is invaluable. This feature simplifies my workflow by ensuring I have all relevant information at my fingertips whenever I interact with a customer. I find the preservation and organization of customer records to be the best part of working with Gladly. **What do you dislike about Gladly?** I find it challenging to access all of the features in Gladly, which makes the tool less efficient for me. The AI features are often inaccurate, specifically in customer recaps, which are frequently off base. I would like to see improvements in AI accuracy. The current setup doesn't feel optimized for my specific needs. Additionally, I think Gladly could benefit from integrating payment options and having a better understanding of our troubleshooting process. **What problems is Gladly solving and how is that benefiting you?** I love that Gladly keeps customer history and routes customers to the same employee when possible, ensuring continuity in service. ### 40. Sidekick Saves Time and Unifies Customer Journeys **Rating:** 4.5/5.0 stars **Reviewed by:** Julie J. | Director, Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2025 **What do you like best about Gladly?** I really appreciate being able to view the entire customer journey in one place, no matter where the conversation began. I love using Sidekick! It saves us so much time that I would have otherwise needed to hire more staff. The Answers feature has become our knowledge base and our single source of truth, which is a major advantage for any organization. **What do you dislike about Gladly?** In my experience, the most challenging aspect of using Gladly has been getting in touch with support. It feels like we lack a dedicated contact person we can rely on when we urgently need assistance. **What problems is Gladly solving and how is that benefiting you?** Maria has been wonderful in assisting us with fine-tuning our Sidekick. She works closely with us to develop guides that are truly tailored to our business needs. ### 41. Good tool for managing my clients, but little complex for me **Rating:** 4.5/5.0 stars **Reviewed by:** Prem D. | Cyber Security Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Gladly?** As a cybersecurity consultant with numerous clients, I appreciate how Gladly consolidates all my client communications in one place. I can view both emails and chats in a single, unified timeline, making it simple to track the complete history of each client. Whenever a client encounters an issue, I can quickly review all previous tickets and the actions we took, which enables me to provide support efficiently. I also value the platform's focus on people rather than just tickets. **What do you dislike about Gladly?** For my small consulting business, I find this software to be somewhat expensive. It also includes a lot of features that I don't use, such as those designed for e-commerce and shopping. My needs are much simpler, as I only require basic client support. I also found the setup process a bit challenging and needed some assistance to understand all the options. Additionally, I have noticed that the mobile app can be a bit slow at times. **What problems is Gladly solving and how is that benefiting you?** Previously, I managed all my client communications through email, which quickly became disorganized and led to me occasionally missing important messages. Since I started using Gladly, my client communication has improved significantly. Now, I can view all my client interactions in a single dashboard, ensuring I never overlook a support request. My clients receive faster responses from me, which has made them happier, and the platform helps me present myself in a more professional manner. ### 42. Gladly is very good for seeing full customer picture **Rating:** 4.5/5.0 stars **Reviewed by:** Radhika G. | Revenue Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2025 **What do you like best about Gladly?** I am really enjoying using Gladly. As a Revenue Marketing Manager, my role involves understanding the entire customer journey. With Gladly, all conversations—whether by email, chat, or social media—are brought together in one place. Its 'people-centric' approach, rather than being 'ticket-centric', is what I appreciate most. This feature stands out to me. Our support team can easily see which marketing emails a customer has received, allowing them to provide more informed responses. They no longer need to ask customers, "What email did you get?" This benefits me as well, since satisfied customers lead to increased revenue for the company. Having all customer history displayed in a single timeline is extremely helpful. **What do you dislike about Gladly?** At times, I feel that the reporting features are not really tailored for the marketing team. They work well for support managers who need to monitor agent performance, but I would appreciate having more reports that show how my campaigns are linked to support issues. Additionally, setting up the integration with our marketing automation tool (we use Hubspot) took a bit longer than expected. It wasn't very straightforward to get everything connected seamlessly. **What problems is Gladly solving and how is that benefiting you?** Before Gladly, customer information was all separate. Support team has one system, marketing has another. It was big mess. I cannot see what problems my leads are facing when they talk to support. Now, I can see full timeline. If many customers from one campaign are asking same question, I can fix my campaign message. It is helping us to align marketing and support teams. Everyone seeing same customer data. This is big benefit for revenue. Our customer experience is much better now. ### 43. Smooth Communication, Effortless Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Eve S. **Reviewed Date:** December 17, 2025 **What do you like best about Gladly?** I use Gladly to communicate with customers via phone, chat, SMS, or emails. It makes direct communication easy and helps to create perfect sentences, corrects grammar, and has a lot of other tools. I like the tools that make texts longer and professional. I enjoy how it generates customer's information perfectly, so we know who we are speaking with, which makes communication easier. The initial setup was easy, signing in was great, and logging in daily is very easy. **What do you dislike about Gladly?** I think the technique of automatically rerouting contacts could be improved, especially when we are already working on it. **What problems is Gladly solving and how is that benefiting you?** I use Gladly for direct customer communication. It makes this easier, helps create perfect sentences, corrects grammar, and provides tools for professional communication. ### 44. Seamless Internal Communication and Issue Management **Rating:** 5.0/5.0 stars **Reviewed by:** Justice L. **Reviewed Date:** February 16, 2026 **What do you like best about Gladly?** I like that Gladly allows each store or user to have one continuous conversation. It saves myself and other agents time by making it easier to find previous tickets to better assist our associates. The setup was also very easy after going through the Gladly training provided. **What do you dislike about Gladly?** I find it frustrating that I can't have more than one tab of Gladly opened at the same time. **What problems is Gladly solving and how is that benefiting you?** I use Gladly to organize tickets and ongoing issues, saving time for agents by maintaining continuous conversations, which helps us find previous tickets quickly. ### 45. Gets the job done with great support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Gladly?** Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true! **What do you dislike about Gladly?** There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. **What problems is Gladly solving and how is that benefiting you?** Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. ### 46. 10/10 **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel B. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Gladly?** I've worked with Gladly for over 5 years now and it's been a fantastic experience from the get go. They are responsive to criticism, they take feedback and suggestions on the product very seriously and over the years I've seen them implement things solely based on customer feedback. Support tickets are generally answered in a very timely manner and you can tell that they truly developed this product based on the importance and value of the customer support experience. **What do you dislike about Gladly?** Honestly in all my time working with gladly I haven't had many bad experiences or things that I truly have disliked. One feature I would really really love though is the option to bulk close multiple convos. We need it with how much spam we get!! **What problems is Gladly solving and how is that benefiting you?** We get folks reaching out via multiple channels, and the fact that Gladly is conversational based is really helpful. When someone sends us a photo via instagram and we have all of their info in their profile already, it helps us build relationships with customers. That just isn't really possible in a ticket based system. ### 47. Easy to Use with Great Customer Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Katalin B. **Reviewed Date:** January 05, 2026 **What do you like best about Gladly?** I like that Gladly is easy to use, which makes it convenient for me in my role as a phone agent helping clients. The multiple possibilities it offers, like the ability to search for data from different windows, are valuable. I also appreciated how very easy the initial setup was. **What do you dislike about Gladly?** On liveboards, when I pick my team, I have to click somewhere else on the screen to see the list. It's a bit cumbersome because it doesn't show up until I click again. **What problems is Gladly solving and how is that benefiting you?** I use Gladly to get in touch with clients quickly and see their data instantly, which is super helpful for my role. ### 48. An All-In-One Customer Support Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Luke S. | Product Support Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Gladly?** During my time Managing the customer support team I have participated in the implementation of 3 different support tools. We went to Gladly with the requirements of cutting costs, increasing efficiency, and leveraging AI in our conversations and reporting. Gladly hit the mark on all of the above and they partner directly with WFM and Quality coaching tools that allow us to work directly through them versus having to source them on our own. Since implementing Gladly we have increased our overall customer satisfaction, are meeting all of our SLAs across all channels and are leveraging their shopify integration. **What do you dislike about Gladly?** The only thing I could mention here is that their IVR for Voice is not as customizable as other companies allow which limits our ability to do things like Call Backs. **What problems is Gladly solving and how is that benefiting you?** Gladly has helped us meet and exceed our SLA for voice, email, and chat by aggregating all communication into a singular conversation. Having the integration with Shopify means that our AHT has decreased meaning our agents can handle more contacts and we don't need to carry the same elevated headcount into the busy season as we have previously. ### 49. No more repeating ourselves **Rating:** 4.5/5.0 stars **Reviewed by:** Sofia S. | Customer Journey Strategist, Professional Training & Coaching, Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Gladly?** What I like about Gladly is that it brings our fragmented customer communication together, in particular with our custom-order business. One of the clients that ordered a particular handmade item would juggle emails, DMs, and chats with us. Everything is now in one timeline and it is unbelievable in continuity. The second strength point is the ability to attach internal notes and even design mockups to the profile of a particular customer, and ensure that the entire team knows the complete picture of a particular request. **What do you dislike about Gladly?** My biggest problem is the reporting capabilities which seem to be rather stiff to our particular requirements. Attempts to drag highly tailored reports on special product requests or agent performance with such complicated cases are not as simple as I would have liked them to be. In addition, we had to put up some of our less used social channels to have a really seamless two way sync that took more hands on work at the beginning. **What problems is Gladly solving and how is that benefiting you?** The discontinuity of customer journeys in order to make personalized orders was our greatest headache. One of our customers may initiate a design chat, send emails regarding fabric options, and even DM regarding shipping thereof of his personalized product. This implied that agents were regularly out of context and needed to pose unnecessary questions which annoyed the customer and dragged us down. It is all consolidated now, so any agent can see at a glance the entire history of a custom order, regardless of the channel or the number of agents who touched it before. ### 50. Gladly made our support team feel less overwhelmed and more effective **Rating:** 4.5/5.0 stars **Reviewed by:** Francesca Z. | Customer experience architect, Food Production, Small-Business (50 or fewer emp.) **Reviewed Date:** September 29, 2025 **What do you like best about Gladly?** I do love the fact that Gladly puts all customer chats in a single location. It is very useful in our little team since we can view a customers entire history irrespective of the last person who spoke with that customer. The speed at which we can screen through the emails and chats will help us not pose the same questions to the customer, which will always be valued by the customer. It causes us to appear a lot more organized and attentive. **What do you dislike about Gladly?** Reporting features might be stronger, particularly in terms of monitoring particular categories of inquiry level by time. Occasionally the establishment of new integrations is a little bit cumbersome, and I have to take more steps than I anticipate. Moreover, it has an excellent main functionality, but at the same time, I would like to see more customization features in the interface of the agent. **What problems is Gladly solving and how is that benefiting you?** The loss of customers in various channels of communication email chat phone calls were challenges that we were grappling with. It was not easy to have a coherent overview of their problems and their position within our support process. Everything is centralized since Gladly is implemented. And now, when a customer leaves the chat and moves to email, it presents their full thread to any agent to greatly enhance our response time and customer satisfaction. ## Gladly Discussions - [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) - 2 comments, 1 upvote - [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) - 2 comments, 1 upvote - [Are you guys going to make this compatible with chromebook? Will this program be available on phones soons android or apple?](https://www.g2.com/discussions/are-you-guys-going-to-make-this-compatible-with-chromebook-will-this-program-be-available-on-phones-soons-android-or-apple) - 1 comment, 1 upvote - [How do I use gladly as a form of communication?](https://www.g2.com/discussions/how-do-i-use-gladly-as-a-form-of-communication) - 1 comment, 1 upvote - [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) - 2 comments, 1 upvote - [View Gladly pricing details and edition comparison](https://www.g2.com/products/gladly/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-17+20%3A30%3A13+-0500&secure%5Bsession_id%5D=58333f8a-d7e1-4457-aa5e-db0fbb9b0e37&secure%5Btoken%5D=4aa6d7f1dbd5a959c0cb6e9f50d8c7e6a5dd7366ef130d281b21d571fc0d50e6&format=llm_user) ## Gladly Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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[Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) ## Gladly Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Functions** - Session Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Artificial Intelligence** - Learning - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Gladly Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,932 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,500 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,687 reviews)