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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Real user data aggregated to summarize the product performance and customer experience.
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87 Likeliness to Recommend
100 Plan to Renew
84 Satisfaction of Cost Relative to Value
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?
Pros
- Efficient Service
- Inspires Innovation
- Caring
- Saves Time
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
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
Gladly Reviews
Diana Elizabeth F.
- Role: Industry Specific Role
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Sep 2022
Easy, faster, a must have system
Likeliness to Recommend
What differentiates Gladly from other similar products?
In my experience between the two system that I have used zendesk and gladly, this has come to help us to improve our productivity and to make the training easier. This has change our work for the better, the way we find the information of the customers, the way we have the pre-written answers, that help us everyday to make our job the best we can. To be able to attend our customers as people and not tickets, makes them feel valued and for us they are the most important part of our work. I really thank for this change because I have learned a better and faster way or work, that I will use for a long time, hopefully!
What is your favorite aspect of this product?
What i mention earlier, the way gladly has make our job easier.. For a lot of us that start using zendesk and make the change to gladly this has been quite a ride, because we have learn so many aspects of this customer service
What do you dislike most about this product?
I think the only thing that I'm not that in to it... Is the fact that sometimes we can't merge several customers to make just one customer profile, but i think this is a minor issue comparated with all the advantages
What recommendations would you give to someone considering this product?
I highly recommend it, because this system can improve the productivity of the team. What i do recommend is that you give you agents the time to learn all the aspects of the system, all the tools that help us in a daily basis job
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
Judith A.
- Role: Operations
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Sep 2022
Tool which revolutionized customer service
Likeliness to Recommend
What differentiates Gladly from other similar products?
Gladly can track actions triggered by/ on the customer's end which would help us in checking in advance what the customer needs
What is your favorite aspect of this product?
I love seeing everything in one place (history via email, chat, call or sms reach-outs).
What do you dislike most about this product?
So far, I can't say that there's anything I dislike from using the tool. Will surely provide feedback/ review once I discover something.
What recommendations would you give to someone considering this product?
I love using Gladly since it allows us to check all channels (calls, chats, emails and SMS) in one platform, as well as the history of the customer's reach-outs. This in turn provides us a system which is very easy to use and we're confident that it also provides great customer service since issues are resolved immediately. Really loving the tool so far and will highly recommend this to anyone who thinks of using it too!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Harsh K.
- Role: Sales Marketing
- Industry: Banking
- Involvement: Vendor Management and Renewal
Submitted Sep 2022
It is pricey but worth it
Likeliness to Recommend
What differentiates Gladly from other similar products?
Customer service
What is your favorite aspect of this product?
Uniqueness is
What do you dislike most about this product?
Nothing so far
What recommendations would you give to someone considering this product?
It won’t disappoint you
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing