Gladly Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I think the technique of automatically rerouting contacts could be improved, especially when we are already working on it. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I find it frustrating that I can't have more than one tab of Gladly opened at the same time. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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!! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

IT IS VERY EASY TO NAVIGATE AND FIND ANSWERS Review collected by and hosted on G2.com.

Multiple messages during a chat, it was over whelming Review collected by and hosted on G2.com.