Having recently onboarded new software solutions outside of the space Gladly occupies, I have come to really appreciate the onboarding process our team experienced when we adopted Gladly as our omnichannel contact center solution. The onboarding project management is second to none, I have found. The onboarding team at Gladly has set a standard that isn't often found elsewhere. Review collected by and hosted on G2.com.

I appreciate that Gladly continues to hear customer feedback and is transparent with their development roadmap. Review collected by and hosted on G2.com.

its very easy to use and i enjoy working with gladly Review collected by and hosted on G2.com.

it sometimes doesnt load the way it is supposed to Review collected by and hosted on G2.com.

The overall usability and seamless conversations (across email, text, phone, SMS) all under a singular client profile. Review collected by and hosted on G2.com.

I would say the search function could be improved, especially when searching up certain keywords. There are times when I look an Order Number up in Gladly and I'm able to find the account the conversation leads to, it will only take me to the latest message - not the exact message I am looking for. Review collected by and hosted on G2.com.

I like that it is easy to multitask on and talk to multiple customers at once. I also like that I'm able to set up tasks to help customers with something at a later date. Review collected by and hosted on G2.com.

I wish that there was a timer when coming out of focus to avoid messages or calls coming in when I'm trying to switch channels. Review collected by and hosted on G2.com.

Gladly continues to innovate in customer service by focusing on human connection and streamlined workflows. Recent developments include enhanced AI capabilities for handling customer interactions and a focus on building customer loyalty through personalized experiences. Gladly also emphasizes the importance of agent experience, providing tools to manage agent status, conversations, and relationships. Review collected by and hosted on G2.com.

I do not have any dislike about it, it's great. Review collected by and hosted on G2.com.

What I like best about Gladly is that it makes an easy and sweet experience for the Customer and the Agent (user). I like how organized everything is, and how amiable you can access the information and the functions of the liveboards.

The liveboard function is my favorite tool while I'm waiting for a case, and the specifics of ''Agents'' and ''People match'' are a great addition. Review collected by and hosted on G2.com.

The least helpful thing about Gladly is that sometimes the pictures or videos that Customers send take many minutes to arrive, or could even never come through. Review collected by and hosted on G2.com.

This is so easy to use, that even if you haven't used this program before, is a great way of starting in the customer service environment and this makes our job easier Review collected by and hosted on G2.com.

Sometimes the customer info is not in the system but we can located fast if you the amount of information we have available, as the phone number, email or even just the address also, lately, we cannot merge info that we could before Review collected by and hosted on G2.com.

I love how Gladly keeps all customer conversations in a single thread, no matter the channel. It gives our agents full context and makes the experience seamless for customers. Review collected by and hosted on G2.com.

There’s not much to dislike, but sometimes the reporting features could be a bit more customizable for deeper insights. Review collected by and hosted on G2.com.

It is simple and effective to use. I am easily able to communicate with customer's across various channels. I use Gladly 5 days per week, and very seldomly do I experience any technical difficulties. I enjoy the many options to edit my text as I see fit, e.g. adding bullet points, hyperlinks or making the text bold. I think that the ai summary tool is also a nice touch, as it makes things more efficient by sumarising what has been done/said. I would say that Gladly is very user friendly, and is quick to learn. Review collected by and hosted on G2.com.

Sometimes, a customer's profile will not link, although the information matches what we have on file. Apart from that, sometimes if a customer responds, you are unable to view the email. All that appears is that they responded to this conversation, and there is no way to make the email appear. This usually happens if there has been an error sending an email to the customer. Something else which we experienced at one point, was that none of the pre-loaded macro's or templates were loading. As you can imagine, that made it difficult to communicate the correct information to our customers. Keep in mind, these issues are infrequent, and most of the time it is smooth sailing. Review collected by and hosted on G2.com.

Gladly serves customers better because it integrates all communication methods into one centralised platform. Before the introduction of Gladly I needed to manage emails separately from chats and calls. The platform centralises all communication so agents can effortlessly maintain consistent support while tracking entire conversations. The automated workflows function as an essential feature since I can create rules that automatically assign tickets through keyword matching which saves time and minimises errors. Detailed customer profiles provide me with essential information needed to personalise my interactions without any effort. The platform enables me to view a customer's purchase records and particular preferences so I can enhance each conversation. Review collected by and hosted on G2.com.

New users need to overcome a moderate amount of difficulty when learning to use the system. Users required time to adapt to the entire collection of features together with customization possibilities. The extensive reporting capabilities present an initial learning challenge because they contain complex features. Users would benefit from on-the-spot instructional guides or pop-up explanations when learning about each system feature. Review collected by and hosted on G2.com.