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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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.