Gladly Inc

Gladly

7.7 /10

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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Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gladly.

87 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+92 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?

5% Negative

0% Neutral

95% Positive

Pros

Efficient Service
Inspires Innovation
Caring
Saves Time

Feature Ratings

Average 76

Customer Self Service Capabilities

Customer Service Workflow Management

Intelligent Search

Agent Scripting

Multi Channel Support

Agent Collaboration

Mobile Customer Care

Contact Center Integration

Customer Community Management

Customer Service Knowledge Management

Analytics and Reporting

Vendor Capability Ratings

Average 76

Ease of Implementation

Breadth of Features

Ease of Data Integration

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Gladly Reviews

Role: Information Technology
Industry: Engineering
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Sep 2022

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Inspires Innovation
Respectful
Altruistic

Kabir Ahmed K.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2022

No customer touchpoint missed with Gladly

Likeliness to Recommend

9 /10

What differentiates Gladly from other similar products?

It is a one-stop shop for client/customer support! Fantastic customer support, detailed reporting and data focused. Workflow management is easier with having access to all the customer touch points.

What is your favorite aspect of this product?

All customer communication such as emails, calls or chats are at one place, I can keep notes and it is very simple to manage. KPIs can be created which is nice for team coaching.

What do you dislike most about this product?

If you don’t have precise idea what you are going to with data, then the volume of data can be a burden. Screenshots can be an handy addition and also the removal of suggested questions in the search boxes would be helpful.

What recommendations would you give to someone considering this product?

It's great for integrating with your other work platforms and the ease of use is superb.

Pros

Trustworthy
Inspires Innovation
Caring
Respectful

Cons

Inhibits Innovation
Slower Product Innovation
Charges for Enhancements

Gladly

What is Gladly?

Company Details

Need Assistance?

Gladly Ratings

87 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love Gladly?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Gladly Reviews

Likeliness to Recommend

Pros

Kabir Ahmed K.

No customer touchpoint missed with Gladly

Likeliness to Recommend

Pros

Cons

Feature Ratings

Customer Self Service Capabilities

Customer Service Workflow Management

Intelligent Search

Agent Scripting

Multi Channel Support

Agent Collaboration

Mobile Customer Care

Contact Center Integration

Customer Community Management

Customer Service Knowledge Management

Analytics and Reporting

Vendor Capability Ratings

Ease of Implementation

Breadth of Features

Ease of Data Integration

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Customization

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support