What is Gladly?
Gladly is a people-centered customer service platform with all channels built-in. Unlike legacy Customer service platforms that are ticket or case-based, Gladly is designed with people at the center and uniquely enables a single lifelong conversation with your customers. Gladly powers some of the most innovative consumer companies like Crate & Barrel, JOANN, and TUMI to make customer service a competitive advantage.
Company Details
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Get AssistanceGladly Ratings
Real user data aggregated to summarize the product performance and customer experience.
85 Likeliness to Recommend
100 Plan to Renew
88 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+97 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Gladly?
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Call Recording
Knowledge Management
Multi Channel Queue Management
Contact Center Compliance Management
Call Scripting and Call Flow Management
Ticket Management
Contact Center Analytics
Skills Based Routing
Multi Channel Intake Integration
Workforce Management
Screen Prompts
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Business Value Created
Ease of Customization
Ease of Data Integration
Breadth of Features
Usability and Intuitiveness
Ease of IT Administration
Product Strategy and Rate of Improvement
Availability and Quality of Training
Vendor Support
Gladly Reviews
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Very Beneficial And Helpful To Make Work Easier
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Efficient Service
Pooja P.
- Role: Consultant
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Gladly is an excellent and ongoing contact tool
Likeliness to Recommend
What differentiates Gladly from other similar products?
Identifying orders, updating order status, accepting payments, and responding to customer product-related inquiries. It is convenient to be able to integrate all communication channels—phone, chat, SMS, email, and social media—into a single platform. Additionally, the timeline saves agents a lot of time because they do not have to look for previous communications. Efficiency, performance, and SLAs all benefit from this.
What is your favorite aspect of this product?
I like that you can set tasks for follow-ups and leave notes for other associates with this tool, which handles four types of tools: email, SMS, chat, and phone. Very simple to complete the required actions; customers can communicate via phone, live chat, email, or text message.
What do you dislike most about this product?
I don't like some of Gladly's nitpicks, like when you're on a call and a chat customer sneaks into your queue and makes them wait. The system is slow and unable to see a lot of the correct information provided by customers; this might also be because of the way I work. It should be able to accommodate multiple chats on a single screen.
What recommendations would you give to someone considering this product?
The fact that Gladly lets you keep track of your time and tasks all in one place and is simple to use makes it my favorite. It's just nice and simple. Since everything is in one conversation, it is simple to access member information. Liveaboards, reports, and answers are all easily accessible. Additionally, the feature as a whole is eye-pleasing.
Pros
- Helps Innovate
- Continually Improving Product
- Unique Features
- Efficient Service
Cons
- Vendor Friendly Policies
- Less Fair