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

Pooja P.

Role: Consultant
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Gladly is an excellent and ongoing contact tool

Likeliness to Recommend

7 /10

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

Kevin V.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Fantastict product, very user friendly! ?????

Likeliness to Recommend

10 /10

What differentiates Gladly from other similar products?

Compare to zendesk, gladly is more convenient to use as the conversation was under the same thread which kinda beneficial to pur team

What is your favorite aspect of this product?

The fact that the features of gladly is a newbie friendly tool and this would be a great help to our team

What do you dislike most about this product?

It would be best if we could customize the notification settings of gladly

What recommendations would you give to someone considering this product?

If they are looking for an affordable tool yet useful and user friendly, this tool would be the best one

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Role: Student Academic
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Sep 2022

easy to use and fantastic feature.

Likeliness to Recommend

9 /10

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Inspires Innovation

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

Pooja P.

Gladly is an excellent and ongoing contact tool

Likeliness to Recommend

Pros

Cons

Kevin V.

Fantastict product, very user friendly! ?????

Likeliness to Recommend

Pros

easy to use and fantastic feature.

Likeliness to Recommend

Pros

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