# 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 find Gladly to be **incredibly easy to use** , enhancing engagement and ensuring seamless communication among team members. (191 reviews) - Users value the **helpfulness** of Gladly, appreciating its organization and user-friendly features that enhance customer support. (135 reviews) - Users appreciate the **reliable functionality and innovative features** of Gladly, enhancing customer experience effortlessly. (128 reviews) - Users appreciate the **efficiency of Gladly** , enhancing customer experience and internal processes through streamlined workflows and collaboration. (105 reviews) - Users praise Gladly's **exceptional onboarding and collaborative tools** , enhancing customer service efficiency and workflow simplicity. (78 reviews) - Intuitive (68 reviews) - Customer Satisfaction (67 reviews) - Interactions Management (62 reviews) - Simple (62 reviews) - Time-saving (62 reviews) **What users dislike:** - Users express frustration with **missing features** in Gladly, particularly around AI accuracy and third-party integration. (40 reviews) - Users find the **complexity** of navigating notifications and client information in Gladly can hinder efficiency and responsiveness. (31 reviews) - Users find Gladly lacks **integrated features** , leading to inefficiencies and a less optimal setup for their needs. (31 reviews) - Users note a **slight learning curve** that may require time to adjust, despite overall positive experiences. (30 reviews) - Users find the **limited customization** options in Gladly restrict their ability to tailor reporting and improve support strategies. (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. An upgrade for Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Karla M. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2024 **What do you like best about Gladly?** I recently started working with Gladly and I have to mention it is definitely an upgrade from my previous experience with other software programs like Salesforce. The platform is user-friendly and very intuitive. The addition of apps/bots like Kate really helps the representatives work through emails and chats effortlessly. The display is kind to the eye and not once I had an issue with Gladly getting froze or being down. I am sure that implementing Gladly helped our agents provide the most caring and attentive customer service there is. **What do you dislike about Gladly?** Initially as a representative I was not comfortable being kicked out of the website after a period of time. Now as a team lead I would rather give the option to team managers to manually log out a representative from the Liveboard console. This will help with remote agents if they become unresponsive and gives more opportunity to team managers to control adherence, and reinforce punctuality in our teams. **What problems is Gladly solving and how is that benefiting you?** The amount of tools available for the agents helps speed up familiarization, improving quality, and productivity for team leads. ### 2. Multi Channel Service in One Thread! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2024 **What do you like best about Gladly?** Gladly is a phenomenal customer service platform that truly elevates the customer experience. It brings all communication channels—voice, email, SMS, and social media—into one seamless interface, making it incredibly efficient for agents to manage interactions. Its robust analytics provide valuable insights for continuous improvement. Overall, Gladly significantly boosts customer satisfaction and operational efficiency, making it an indispensable tool for any forward-thinking business. **What do you dislike about Gladly?** The platform could benefit from more customizable reporting features to allow businesses to tailor analytics to their specific needs without requiring an upgraded license. **What problems is Gladly solving and how is that benefiting you?** Unified Communication: It consolidates various communication channels (voice, email, SMS, social media) into a single interface, simplifying management and improving efficiency. Personalized Customer Experience: The People Match feature ensures customers are connected to the most suitable agents, enhancing service quality. Data-Driven Insights: Robust analytics and reporting tools provide actionable insights, helping businesses continuously refine their customer service strategies. Operational Efficiency: Streamlined workflows and intelligent routing reduce response times and increase agent productivity. ### 3. I have no had any more issues with Gladly. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2025 **What do you like best about Gladly?** It is easy to use & it was very easy to get the issues I was having fixed. **What do you dislike about Gladly?** Nothing anymore, Gladly was dropping calls & I was not able to hear callers for a few days but that issue is now fixed. **What problems is Gladly solving and how is that benefiting you?** I no longer have issues with Gladly **Official Response from Caitlin Caswell:** > Thank you so much for taking the time to leave a review. We're glad to hear things are running smoothly for you now and that you found it easy to get the issue resolved quickly — that’s exactly what we aim for! We’re sorry again for the trouble you experienced with dropped calls and audio issues earlier on, we know how disruptive that can be. If anything else ever comes up, our team is always here to help — you can reach us at https://academy.gladly.com/contact-gladly-support. Thanks again for sharing your experience — and for being a part of the Gladly community. ### 4. Glad to use Glad **Rating:** 4.0/5.0 stars **Reviewed by:** emilio M. | Customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Gladly?** the fact to be able to see previous interation. **What do you dislike about Gladly?** while on a phone call, and another cx that you have helped before calls, it pops right up. that should change **What problems is Gladly solving and how is that benefiting you?** in comparing with another tools previously used, see all the interaccions called had had is a great help ### 5. Good, inclusive System **Rating:** 4.5/5.0 stars **Reviewed by:** Amanda S. | Customer Service Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Gladly?** I like that you can see all the interactions with the customer in one space. **What do you dislike about Gladly?** Some of the reporting tools could be easier to use. **What problems is Gladly solving and how is that benefiting you?** Having all the communication with the customer, and for the customer, in one spot. ### 6. Glad to use Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Richard O. | Customer Experience Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2024 **What do you like best about Gladly?** It's cute and makes working a breeze! Customer service is great. **What do you dislike about Gladly?** I think there could be more features but it's still young!! **What problems is Gladly solving and how is that benefiting you?** Helps me resolve customer issues asap ### 7. Glady is like a new world to simple AI knowledge base. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2025 **What do you like best about Gladly?** The simpleness, speed and canned responses. **What do you dislike about Gladly?** Sometimes Gladly does not have the answer and might need an update. **What problems is Gladly solving and how is that benefiting you?** How the hotel industry operates behind the scenes. ### 8. Boosting Customer Support Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Kaye D. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Gladly?** AI automation and fair distribution of tasks/tickets **What do you dislike about Gladly?** I just wish it can be opened in multiple tabs and just choose a specific tab where to assist customers via chat/sms **What problems is Gladly solving and how is that benefiting you?** Slow response times: With Gladly's intelligent routing and prioritization capabilities, incoming support requests are automatically directed to the most appropriate agent based on factors such as skillset, availability, and customer history. This helps reduce response times and ensures that customers receive timely assistance. ### 9. Great tool, great features **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandra D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2024 **What do you like best about Gladly?** How user friendly is, but also the amount of information an resources that can be storage to do our work better and be more efficient. I use it every day for my responses but also I use the information we have as we call them gladly answers to provide a better customer support to our customers. **What do you dislike about Gladly?** Sometimes when you are in emails and a customer reaches via chat or SMS, it doesn't redirect to the correct box and remains in email, so this can cause a delay in our responses for the customer, also, sometimes rule redirects an interaction to the incorrect box. **What problems is Gladly solving and how is that benefiting you?** The way we get our interactions, it's just simple, easy and fast. ### 10. Great partner, features lack a little for us **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Gladly?** The team is wonderful to work with, and they are consistently innovating and investing in thier product. **What do you dislike about Gladly?** The knowledgebase is not easy to work with. Little formatting options, can't enforce audiences to ensure that agents are using the right one, and if you have to bounce between customers while working the KB isn't dynamic. **What problems is Gladly solving and how is that benefiting you?** It gives us a single view of the customer and our convesations over time. ### 11. Gladly's Advantages **Rating:** 4.5/5.0 stars **Reviewed by:** Claudio J. | Customer service agent, Small-Business (50 or fewer emp.) **Reviewed Date:** March 04, 2024 **What do you like best about Gladly?** The upside of using Gladly is an automatized platform where your team can manage calls, emails, and SMS/texts, at the same time. Another great benefit is the use of AI, in which minor tasks can be done automatically without the intervention of a human, making it easier for everyone in the company. **What do you dislike about Gladly?** Something I dislike about gladly is the organization of the app, without really accurate and verified training it will be hard for someone to learn by themselves, however, this is a minor thing since companies assign someone to teach it. Another thing is that the training environment is not capable of teaching much, as it is very limited. **What problems is Gladly solving and how is that benefiting you?** Gladly is great at providing tracking, and contacting, and serves as a platform where clients can contact us. Gladly is great because it connects the customers automatically, making sure we have a profile of the customer. As well as making sure the follow up of customers is smooth and accurate by having tools that provide information, or where you can leave information. ### 12. Simplicity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2024 **What do you like best about Gladly?** I like how everything is easy to navigate and the UI is great. **What do you dislike about Gladly?** Honestly there aren't many things I dislike about gladly. The ability to have everything in one place is a great thing and it is very simple to navigate. **What problems is Gladly solving and how is that benefiting you?** Customer service issues. ### 13. My experiance with Gladly **Rating:** 5.0/5.0 stars **Reviewed by:** Elba J. | Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2024 **What do you like best about Gladly?** Up to now I love that you can take or decide to take either calls, chats or emails, it provides me with more information from the Customer and what she previously had said, it helps me help them better. **What do you dislike about Gladly?** When it locks me out all of a sudden, it grabs more than one link to link the clients when they call from multiple places and sometimes while on call it takes us to their chat so it's difficult to assist them 2 times at the same time. **What problems is Gladly solving and how is that benefiting you?** When the customer wants to know about something specific I can just read ahead what she had talked about in the past and it gives me a "heads up" on how to help. ### 14. Good looking, but can improve. **Rating:** 3.5/5.0 stars **Reviewed by:** Isaac B. | Customer Advocate, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2024 **What do you like best about Gladly?** Gladly is quite good looking, the information is neat and tidy and most useful information can be accessed quite easily. Customer's conversations and profiles are super easy to navigate. It is also a quite versatile that allows connections with many apps and other platfrms which makes easier accessing information. **What do you dislike about Gladly?** After about a year using Gladly now, I had to find a way to force dark mode on it. Staring at white screens all day is tiring, and Gladly could benefit from a dark mode option. There are also a few possible glitches, of unexplained feaures when writing and typing in different sections. Gladly plays with the spacing, size of the letters and other formatting options. I haven't still figured out a way to prevent it or to use those changed in the event they are a feature and not an error. It also has some loading problems, and conversations are sometimes stuck on the left panel, even after the conversation is closed. Other times a coversation isn'0t shown on the left panel. REloading updates these and makes themo go away or appear, but it's not very efficient. **What problems is Gladly solving and how is that benefiting you?** It merges communication from several different platforms into a single timeline which keeps the space tidy, and conversations are easier to follow. Its integrations allow to visualize information from exra platforms simplified and easier, without having to change screens. The versatility it has with apps makes it possible to use AI to offer help more efficiently. ### 15. Gladly Makes Customer Service Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2024 **What do you like best about Gladly?** I like that Gladly makes it easy to work 3 different channels of communication in one place. I also appreciate the ability to use macros and review help documents all on the same tab or page. I appreciate being able to keep track of the amount of tickets I work at all times. Gladly was super easy to learn during training and exceptionally easy to navigate once familiar with it. I appreciate the customer support provided by requesting the completion of the survey so things can be made easier or better for those of us who use Gladly daily. **What do you dislike about Gladly?** Since I use Gladly daily, there isn't many issues or things I don't like. There seems to be a glitch when logging back into live channels after a break or lunch. I have to close the entire tab and reload it almost every day. **What problems is Gladly solving and how is that benefiting you?** Gladly solves the problem customers face when they are unable to reach a live representative when needed. Since Gladly allows customers to call, chat or email customer support when assistance is needed, this has streamlined customer support for all. ### 16. Pam's Gladly Perspective **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** August 02, 2024 **What do you like best about Gladly?** I find it very easy to navigate and love that when your customer is linked to the Gladly profile you have everything in one place to assist them with! **What do you dislike about Gladly?** I find it challenging to transfer calls outside of immediate call center reps. It's a little cumbersome in that you have to look up the phone number you want to transfer to and enter it first. It would be helpful to have a directory connected to numbers that are commonly transferred to i.e., shipping company; retail stores within the organization. **What problems is Gladly solving and how is that benefiting you?** It's helping us to more accurately track what reasons are prompting our customers to call in. ### 17. Empowering Seamless Customer Service Across Channels **Rating:** 5.0/5.0 stars **Reviewed by:** Raul C. | Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2024 **What do you like best about Gladly?** Gladly's best feature is its unified view of customer interactions across all channels, enabling personalized service and efficient agent workflow. Its seamless integration facilitates smooth conversations across different platforms. **What do you dislike about Gladly?** While Gladly offers many strengths, some users might find its advanced features and integrations require a learning curve, potentially making initial setup and customization more complex than expected. Additionally, for smaller businesses or those with limited resources, the cost and scalability of the platform could pose challenge **What problems is Gladly solving and how is that benefiting you?** Gladly addresses the challenge of fragmented customer service experiences by centralizing communication across multiple channels into a single, cohesive interface. This solves the problem of siloed information and disjointed customer interactions, enabling a more personalized and consistent service experience. The benefit is a significant improvement in efficiency for service agents and a more satisfying and seamless experience for customers, leading to increased customer loyalty and potentially higher customer lifetime value. ### 18. A very user-friendly experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2024 **What do you like best about Gladly?** The UI is very well designed and user-friendly, It prioritizes both the agent's productivity and the customer's satisfaction. **What do you dislike about Gladly?** The fact that it doesn't run well on Microsoft Edge and a few other browsers, Chrome is optimal for now. **What problems is Gladly solving and how is that benefiting you?** Gladly is solving the need of using many tools from different platforms at the same time: instead all of these tools are available in one place: gladly. ### 19. Great software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2024 **What do you like best about Gladly?** The layout is a lot easier. We used to use Salesloft. **What do you dislike about Gladly?** Wish there were more integration with NetSuite. But hey, what doesn't work is the least of our problems. **What problems is Gladly solving and how is that benefiting you?** Layout is easier to navigate then other CRMs ### 20. Friendly and easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Jose S. | Customer Care Service Associate, Enterprise (> 1000 emp.) **Reviewed Date:** September 11, 2024 **What do you like best about Gladly?** That is easy to use and helps to do a good customer service because all of the tools that offers you. **What do you dislike about Gladly?** Sometimes it glitches when you do a transfer but is not a really big issue **What problems is Gladly solving and how is that benefiting you?** Helps us to give a proper response for all the customers that we daily attend to solve their doubts, Is easy to use and they provide us with all the information and templates to do this work smooth for all agents ### 21. Makes work fast and efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Crystal D. | Floor Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2022 **What do you like best about Gladly?** Gladly makes the life of a customer service representative easy. A customer's interaction is placed on one conversation regardless of the type of reach out. All you have to do is scroll up to see if there had been previous reach outs and what their concerns were. An internal note is also visible, so it'll be easier for the next representative to know what course of action has been taken for a particular customer. Representatives can search for macros and spiels using the answers in the screen's upper right corner. With this, the representative can ensure that the response is accurate and complete. **What do you dislike about Gladly?** It gets idle after 10 mins of no activity. If there are other things that you need to do using other tabs, you have to switch back before 10 mins and create some movement in gladly so you will not go on idle status. It partially impairs other tasks and delays completion since you must constantly switch back to gladly. **What problems is Gladly solving and how is that benefiting you?** Since all contacts are in 1 place, it is easier for anyone in customer service to locate a customer's account and read through past reach outs. Audio recordings are easy to listen to. Team leaders can also listen to an active call and monitor the representative's call-handling skills without them knowing to avoid the pressure that can affect the quality of the conversation with the customer. ### 22. Gladly is a very helpful program with having everything you need to do this work. **Rating:** 4.5/5.0 stars **Reviewed by:** Mishlenne P. | customer advisor 2, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Gladly?** having notes right there easy email and chat applications. **What do you dislike about Gladly?** The downside is the chat time out . we end up ending others conversations . **What problems is Gladly solving and how is that benefiting you?** helping to resolve and coordinate Customer records in sync with Springfield ### 23. Best service for customer service I have used so far. **Rating:** 5.0/5.0 stars **Reviewed by:** Manuel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2024 **What do you like best about Gladly?** So far it has been really good with the ability to place tasks and change within different queues, I use it everyday to provide the best customer support possible, since it is really easy to help the customers and follow up with them, it is easy to integrate in the day to day as well due to the ease of following everything that needs to be done, it is easy to implement the best possible solution due to the easy support. **What do you dislike about Gladly?** Sometimes it gets stuck or we need to reload it. **What problems is Gladly solving and how is that benefiting you?** Easy to get all the customers in one place and follow up with them with the excellent feature of the tasks. ### 24. A good tool with Record of Customers in one place **Rating:** 5.0/5.0 stars **Reviewed by:** Amir K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about Gladly?** The best thing about gladly is definitely the client history, it keeps that and show you in one place so that you don't have to search for client's history, what they wanted etc **What do you dislike about Gladly?** Timing out of gladly every hour on idle status. Sometimes it gets annoying of the timing out of gladly like when you go to meetings, trainings etc **What problems is Gladly solving and how is that benefiting you?** As an agent you need a tool where you can get all info of the client, history of client and the issue they are calling about, like either it is first time contact second or third. So, gladly definitley is topping in that game. ### 25. Amazing tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2024 **What do you like best about Gladly?** The amount of freedom I have when working in Gladly. **What do you dislike about Gladly?** It sometimes it craches, but it happens really rarerly. **What problems is Gladly solving and how is that benefiting you?** Contacting the customer is an easy way. ### 26. Concise and intuitive customer support software. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2024 **What do you like best about Gladly?** Very intuitive, if you've used this kind of software before or worked in customer service. **What do you dislike about Gladly?** There aren't too many explanations of action effects that guide the agent during customer interaction. **What problems is Gladly solving and how is that benefiting you?** Clarity. There are helpful reminders that reduce incidents of confusion or inconsistentcy across input formats (e.g. Chat, email, calls, etc.) ### 27. Great tool for my job, very friendly to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Christian H. | Customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2024 **What do you like best about Gladly?** I really like that it is very easy to use, it has multiple options to interact with the customer, like chat, sms, email and voice. I would really recommend this to my coworkers and friends. I use this tool in my daily basis, it helps me allot on supoorting my customers a faster way. **What do you dislike about Gladly?** At the moment, I do not have an issue with Gladly, it is very easy to use. **What problems is Gladly solving and how is that benefiting you?** Helping our customers a faster and easier way. ### 28. All your connections in one place! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2024 **What do you like best about Gladly?** What I like best about Gladly is the fact that, no matter the type of connection (email, call, chat), everything is in the same place (the customer's "conversation" **What do you dislike about Gladly?** It can get a little overwhelming sometimes, it takes time to get used to it, and learn where to find everything. **What problems is Gladly solving and how is that benefiting you?** Gladly allows me and my team to connect with customers via email and phone, all in the same place. It has helped us use less programs/platforms, since now we do everything in the same place. ### 29. Amazing new platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Gladly?** The fact that it has everything in one place **What do you dislike about Gladly?** A few bugs here and there but nothing major **What problems is Gladly solving and how is that benefiting you?** Ability to put all communication in one place and easily sift through. ### 30. Very user friendly interface. **Rating:** 5.0/5.0 stars **Reviewed by:** Jesus A. | Customer service agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about Gladly?** I like how easy it is to use it, it is very user friendly, the information is set in ways where it is easy to find, not confusing at all. A lot of features that are super useful when **What do you dislike about Gladly?** The only downside is that you can't have two tabs open at the same time, it would be useful when doing research. **What problems is Gladly solving and how is that benefiting you?** Making every interaction as easy as possible, helps keeping customers. ### 31. My experience as a customer service agent **Rating:** 4.5/5.0 stars **Reviewed by:** Said F. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2024 **What do you like best about Gladly?** How easy and intuitive it is to use. I like all of the features and how the keep changing the UI so it is easier to use. Good quality of calls for the best customer support. I use it every day with ease and happiness. As a PC programmer myself I like to appreciate good tools and good UI. That is why I like Gladly. I have been working in customer service for almost 7 years across different campaigns and this is the most simple, intuitive and better working system that I have used. **What do you dislike about Gladly?** I have noticed a couple of bugs, like when you move from notes to chat or email blank lines get inserted between each line. This happens as well, when you have notes and you link a customer, basically anytime you get out of the notes and come back. **What problems is Gladly solving and how is that benefiting you?** Furniture and houseware issues ### 32. Easy to use and to understand **Rating:** 5.0/5.0 stars **Reviewed by:** Monica S. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2023 **What do you like best about Gladly?** I consider that Gladly is really easy to use and to understand. I use it almost every day, and it's really friendly, has a lot of features that can be really helpfull when you're helping a customer. You can use the IA to make your emails and messages more friendly or professional, and that's really helpful when you're not sure how you can writte it down without being rude or unprofessional. The customer support is great, whenever you have any issue, they help you to solve it. Also, is easy to implement or integrate each feature on your conversations on gladly. **What do you dislike about Gladly?** It can have a lot of elements that visually can be annoying. **What problems is Gladly solving and how is that benefiting you?** The IA helps the customer and the customer service to give a better service, for exemple, on chat, before the customer talks to an agent, the IA tries to ask the most important questions so they can provide the customer a solution, but in case the customer still needs help, you can read the summary the Gladly made so you can better assist the customer. ### 33. Intuitive and seamless **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about Gladly?** User-friendly Interface, multi-channel support and its easy to collaborate with the team. **What do you dislike about Gladly?** Sometimes information lingers even if its supposed to be close, example: customer profile after closing it. Mostly minor bugs. **What problems is Gladly solving and how is that benefiting you?** Information about the customers, their histories and previous conversations. ### 34. All the tools you need in a single page. **Rating:** 4.5/5.0 stars **Reviewed by:** Luis Fabian R. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Gladly?** This system is incredibly user-friendly, and can be operated by anyone with ease. All the essential information is readily available on the first page, simplifying both training and modifications. This comprehensive tool is designed to handle everything, and keeping detailed records of all changes makes it effortless to review logs and identify the person responsible for the changes. **What do you dislike about Gladly?** The front page and visual aids should not have any restrictions on customization, period. However, it's unacceptable that there is no colorblind feature, dark mode, or the option to change the page's theme. These features must be available to all users, regardless of their needs or preferences. We cannot rely on third-party apps or extensions to make these changes and must take action to ensure that our platform is accessible to everyone. **What problems is Gladly solving and how is that benefiting you?** By consistently recording all user interactions and activities, we can create a comprehensive log that enables us to effectively identify and resolve any issues that our customers may encounter. This detailed record of actions also facilitates quick access to relevant information, which can lead to a better customer experience. With the arrival of online shopping platforms such as Shopify and Big Commerce, it has become much easier to keep track of order information, such as the number of items, their prices, shipping details, and the order date. This allows us to have all the necessary information in one place, making it more convenient to manage our orders. ### 35. A compact customer service tool **Rating:** 5.0/5.0 stars **Reviewed by:** Muhammad Amir K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2024 **What do you like best about Gladly?** The best thing about gladly is if you manage all 3 services like phones, chats and emails, you can get all three in one. **What do you dislike about Gladly?** It times out every 1 hour if you are on long meetings or something like that. **What problems is Gladly solving and how is that benefiting you?** I work as an agent and our company uses gladly and it is helping a lot in a way that it saves a lot of time as we just have to use gladly for chats, emails and phones. You don't have to hop around on different tools. ### 36. It's made customer service a BREEZE **Rating:** 5.0/5.0 stars **Reviewed by:** Christina L. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2024 **What do you like best about Gladly?** In my organization, I take care off all forms of chats. I love this setup! It makes jumping between chats and emails so easy without losing progress, I love using emojis to connect with different crowds and I am able to do that, I can leave internal notes that don't disappear, if I type something out and have to jump somewhere else before I am done, it saves it. Finding things is CAKE! Overall, i give Gladly a 10/10! **What do you dislike about Gladly?** I have literally found NOTHING that I dislike about Gladly so far. I'm an optimist ;) **What problems is Gladly solving and how is that benefiting you?** Customers are able to use several different chat options at this point an dthey are able to get faster service now. ### 37. i like the way is easy to find an link any task or profiles **Rating:** 5.0/5.0 stars **Reviewed by:** Antonio M. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2023 **What do you like best about Gladly?** Gladly is like the perfect cup of tea on a chilly morning. It's a customer service platform that's designed to make interactions smooth and delightful. Imagine a world where every customer query is met with ease, where teams seamlessly collaborate to provide top-notch support, and where customers leave feeling not just satisfied, but genuinely cared for. Gladly creates that world, fostering connections and making each interaction a memorable experience. **What do you dislike about Gladly?** While Gladly aims to streamline customer service, some might find its features overwhelming or complex to navigate initially. The learning curve could be a bit steep for those accustomed to simpler systems, requiring time and effort to fully grasp its functionalities. Additionally, for smaller businesses with limited resources, the cost of implementing Gladly might be a deterrent, especially if they're seeking more budget-friendly options for customer service management. **What problems is Gladly solving and how is that benefiting you?** Gladly excels in consumer care, but occasionally, due to its focus on streamlining operations, there might be a slight delay in addressing highly specific or complex customer inquiries. In striving for efficiency, there could be instances where the personalized touch gets diluted, leaving some consumers feeling like their unique needs weren't entirely understood or addressed promptly. ### 38. Gladly is very straight forward and easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Kem C. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 19, 2024 **What do you like best about Gladly?** What I like best about Gladly is you can go back to your previous contact and if you need to make additional changes you can do so. Very good tool for Customer Support. Easy of Integration and Implementation. **What do you dislike about Gladly?** We all know that website and systems aren't perfect. Sometimes, gladly won't search for an account even if you typed all correct details or info. **What problems is Gladly solving and how is that benefiting you?** Gladly supports mostly all messaging platform, like Facebook, IG, SMS and other application for messaging. It is beneficial for me and the caller or customer as it is a flexible tool to use. ### 39. Great Gladly Experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Danielle P. | CX Associate, Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2024 **What do you like best about Gladly?** Super user friendly, easy to navigate and helps with resource content so much! **What do you dislike about Gladly?** May like a side bar pop up for favorited answers. **What problems is Gladly solving and how is that benefiting you?** N/A ### 40. Great Tool with a lot of options **Rating:** 5.0/5.0 stars **Reviewed by:** Muhammad K. | Customer Service Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2024 **What do you like best about Gladly?** The best thing about gladly is it have a lot of options related to AI tools **What do you dislike about Gladly?** Timing out of the tool every hour if idle, it's a little inconvenient while on meetings, trainings etc **What problems is Gladly solving and how is that benefiting you?** Oh, I loved the AI features in gladly. You can get automated responses, you can have YOUR responses changed in professional wording, all in all very good tool and easy to use, just one click and you get your responses very professional or even friendly way. ### 41. Amazing Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2024 **What do you like best about Gladly?** I love all of the features offered within Gladly. The answers guide is a plus along with being able to view liveboards are awesome. Each funtion within Gladly is unique it is own way making working with Gladly a seemless processin giving customer support **What do you dislike about Gladly?** There is not really much to dislike about gladly. **What problems is Gladly solving and how is that benefiting you?** due to me being a customer service rep, gladly is a plus for receiving calls and any digital services needed for the customers, I love how easy it is to work about gladly and find what is needed ### 42. I'm obsessed **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Gladly?** The task function! I love that it allows me to not worry about having to remember something and instead gladly does that for me! **What do you dislike about Gladly?** I don't like that sometimes I get ghost notification sounds. **What problems is Gladly solving and how is that benefiting you?** We used to use multiple different platforms for phones, emails, chats, etc. so it's amazing that it is all in one place! ### 43. Efficient and robust. **Rating:** 5.0/5.0 stars **Reviewed by:** Angel B. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about Gladly?** Being able to match a customers profile with our internal system is a game changer. You don't even have to look for the customer as long as the customer enters the correct information. The sidekick and the chat system is amazing. Being able to ask for a customers credit card number in a secure manner is also one of it's highlights. Now that I know of Gladly, I would never work in another customer service environment without it! Really easy to get the hang of it as most things are self explanatory, and if you don't know what something does, Gladly immediately tells you what it is and what is it used for. **What do you dislike about Gladly?** I dislike the fact that you can only merge two accounts with a customer. Most of our customers have more than 1 email and they often message us from multiple email addresses, if we're not able to merge it again, it's like having two customers with the same name and email addresses, and I dislike that. I often find that if you hover over the Email, Voice, or Chat icons, the notification appears telling you what is it for, however, it stays there and you would have hover them again in order for the notification to dissapear. **What problems is Gladly solving and how is that benefiting you?** Efficiency. Everybody hates waiting for 5-10 minutes for someone to answer you, either by email or chat, but with Gladly, customers contact us directly via Live Chat, and with the macros and help center, you are able to attend multiple customers at the same time, either by voice, email or chat. It's amazing. Apart from that, having a customer get frustrated because we do not find their account immediately, is less likely to happen since customers get automatically matched with their account once the customer enters their information, which is usually just the email! ### 44. Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2024 **What do you like best about Gladly?** Gladly is very user friendly. Easy to navigate and very straight forward. A very helpful tool to provide best customer experience. The AI summarizing the conversation is super cool and helpful. Gladly makes customer management easier! **What do you dislike about Gladly?** There's no perfect program and everything needs constant improvement and updates. Currently, there’s a bug that sometimes you hear the sound of an incoming call or chat but it's not popping up on the screen (can also be because of internet connection stability). Also, the AI summary can be improved to summarize only the part of the conversation that hasn't been summarized yet, just pick up where the last summary left off. **What problems is Gladly solving and how is that benefiting you?** Essentially, it helps us keep track of customer inquiries and ensures we prioritize them based on when they were received. This way, we can stay organized and make sure everyone gets the help they need. It's a super handy tool that makes customer management a breeze! ### 45. Very user friendly. Not complicated to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Edson G. | customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2024 **What do you like best about Gladly?** All the tools you need are right where you can see them. They are very visible. **What do you dislike about Gladly?** When making browser small the conversation screen gets small. The task left side I feel is unnecessary. And no alerts about tasks being due. **What problems is Gladly solving and how is that benefiting you?** Well i dont think gladly has any problems ### 46. Its so easy to use Gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2024 **What do you like best about Gladly?** The macros are so easy to pull up...its amazing to use **What do you dislike about Gladly?** That we cannot open multiple tabs...then sometimes it goes blank **What problems is Gladly solving and how is that benefiting you?** The availability of macros makes my work easier and complete tasks fast.....this is a complete positive ### 47. Helpful and Useful **Rating:** 3.5/5.0 stars **Reviewed by:** Judy F. | CSR, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best about Gladly?** easy to navigate- Detailed infomation at ready **What do you dislike about Gladly?** Always having to log in and out- Times out to qickly **What problems is Gladly solving and how is that benefiting you?** staying in contact with customers and with manufascturers , shipping companies as well as service tech. ### 48. Amazing experience **Rating:** 5.0/5.0 stars **Reviewed by:** Fidencio M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2024 **What do you like best about Gladly?** gladly is really user friendly, it allows me to work with customers alot more easier since i it provide me with all the information i need always! i love it! **What do you dislike about Gladly?** I didnt find any negative things from gladly being honest **What problems is Gladly solving and how is that benefiting you?** it helps to solve replacements, refunds, returns, of any kind of items with crate and barrell, aswell it allows me to have better contact and follow ups with customer since the tools from gladly are just so easy to use, i just love it! ### 49. Gladly has all the email, chat an phone together its great for a business. **Rating:** 5.0/5.0 stars **Reviewed by:** Raul A. | Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Gladly?** I like gladly because it has its own templates for Messages or SMS. **What do you dislike about Gladly?** I like everything about Gladly because i dont struggle. **What problems is Gladly solving and how is that benefiting you?** It helps when searching for a customer that you closed, it has a left side error that you can click on it and has the closed customers. ### 50. Nifty Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Gladly?** Automation. Clean Interface. Doesn't crash. **What do you dislike about Gladly?** Unable to resize Gladly Answers pop-up. Unable to have Gladly Answers on another tab. **What problems is Gladly solving and how is that benefiting you?** While imperfect, it aligns with external CRMs to pull information from them. ## 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?page=5§ion=pricing&secure%5Bexpires_at%5D=2026-05-19+08%3A23%3A14+-0500&secure%5Bsession_id%5D=cf357166-8c74-4b79-89fe-2a3c3e4044b9&secure%5Btoken%5D=0be9ad2bd93fe876c114feb7b9a9ed6755961ffd9666f3b5cb848db3f769a560&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 (6,934 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,499 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,688 reviews)