Gladly Reviews

User Rating

4.8/5 (Based on 972 Ratings)

Rating Distribution

Excellent
82.5%
Very Good
16.4%
Average
1.1%
Poor
0%
Terrible
0%

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Review Summary

Gladly is widely praised for its user-friendly interface, making it easy for customer service representatives to navigate and utilize its features. Users appreciate the platform's ability to centralize customer information, streamlining communication and improving efficiency. However, some users reported occasional glitches, slow loading times, and a lack of customization options, suggesting potential areas for improvement. Despite these minor drawbacks, Gladly remains a valuable tool for enhancing customer service interactions and fostering stronger customer relationships.

Pros

Gladly is userfriendly and easy to navigate.
It provides efficient and fast customer support.
The platform offers seamless integration with Shopify.

Cons

The system can experience occasional glitches.
The timeout feature can be disruptive to workflow.
There's limited customization for the appearance.

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Reviews

Verified User in Consumer Services

May 5, 2025 Source: G2.com

Really great user interface

What do you like best about Gladly?

The number of features as well as all its detailed reports and refresh rate

What do you dislike about Gladly?

The inability to turn on an agent's bubble if they turn it off. But that can also cause other problems like abandoned rate being increased

Recommendations to others considering Gladly?

Helps me mintore all my agents on queue as well as any violations with agents in away states.

What problems is Gladly solving and how is that benefiting you?

Also provides detailed reports on agent productivity that can be used to assist the business with decision making

Christine R

April 24, 2025 Source: G2.com

gladly inevitably makes me more efficient

What do you like best about Gladly?

Friendly is efficient in my work! Gladly also is easy to use and beginner friendly

What do you dislike about Gladly?

I think gladly need to improve a pasting features since when pasting plain text unfortunately it is being modified in gladly like spacing.

What problems is Gladly solving and how is that benefiting you?

Gladly helps me communicate way better to my customers since our team can save default responses and just use them when needed. time is important to us so the efficiency of gladly is much appreicated.

Jeff E

April 24, 2025 Source: G2.com

Gladly is a game changer

What do you like best about Gladly?

Having recently onboarded new software solutions outside of the space Gladly occupies, I have come to really appreciate the onboarding process our team experienced when we adopted Gladly as our omnichannel contact center solution. The onboarding project management is second to none, I have found. The onboarding team at Gladly has set a standard that isn't often found elsewhere.

What do you dislike about Gladly?

I appreciate that Gladly continues to hear customer feedback and is transparent with their development roadmap.

What problems is Gladly solving and how is that benefiting you?

Our CSR team now has instant visibiity into the entire customer relationship history simply by scrolling, with all interactions presented in a linear, conversation style history. The ability quickly disgest previous interactions on the fly has been a game changer. Our customer relationships have benefited significantly.

Courtneay L

April 24, 2025 Source: G2.com

An Amazing System For All Business Communication

What do you like best about Gladly?

PROS-You can see EVERY contact (email, phone calls, voicemails, notes) chronologically in one place without navigating so many screens.

What do you dislike about Gladly?

Recommendations to others considering Gladly?

You can link previous solutions from multiple emails for the same customer.

What problems is Gladly solving and how is that benefiting you?

Verified User in Apparel & Fashion

March 11, 2025 Source: G2.com

Gladly Review

What do you like best about Gladly?

Gladly keeps all customer interactions in a single thread, making it easier to provide seamless support.

What do you dislike about Gladly?

If the customer reaches out through email and follow up via chat, the chat will sit on your inbox and theres no to decline it even if you're.on breaks.

What problems is Gladly solving and how is that benefiting you?

It keeps all conversaton in a single thread whether its via email, chat and phone.

Verified User in Retail

March 10, 2025 Source: G2.com

The product was better than I expected.

What do you like best about Gladly?

With a 4-minute ACT, it allows us time to finish taking notes following live conversations, such as phone calls. However, data from incoming calls and chats can be easily traced back, particularly if the client has a history, and it appears that they were never erased.

What do you dislike about Gladly?

When a customer contacts you through a chat channel and an assigned email is sent, it will be automatically assigned to you as well. However, there are instances when you will miss that chat because we are too busy answering emails to check for pop-up notifications and assume that no chat will arrive because we do not turn on the live channel for chat.

What problems is Gladly solving and how is that benefiting you?

Our organization has a one-time exception policy in place, and if a certain customer has already obtained their one-time exception, Gladly can easily go back and review all of the discussion history using the subjects and conversation history.

Edward F

March 7, 2025 Source: G2.com

it's very easy to use since all of the customer's information are on the website Easy to use and understand

What do you like best about Gladly?

about it being user-friendly and very optimized

What do you dislike about Gladly?

not being able to send emails sometimes and having an error

What problems is Gladly solving and how is that benefiting you?

Connecting with the customers and resolving their issues.

Nickoy A

March 4, 2025 Source: G2.com

Crate and barrel as my company Glady

What do you like best about Gladly?

.I love the new updates with the editor its wonderful

What do you dislike about Gladly?

It freezes sometimes when i am on break or lunch it doesn't want to log off

What problems is Gladly solving and how is that benefiting you?

it helps me to solve customers' needs with

Verified User in Consumer Services

February 25, 2025 Source: G2.com

Great

What do you like best about Gladly?

Glady is very useful.................................

What do you dislike about Gladly?

Nothing...........................................

What problems is Gladly solving and how is that benefiting you?

Gladly solves all errors in yours texts and it is very user friendly.

Verified User in Retail

February 24, 2025 Source: G2.com

Easy to use!

What do you like best about Gladly?

Consolidates ALL customer interactions in one thread and easy routing.

What do you dislike about Gladly?

minimal to no audit logs for customer profile changes (like email or phone changes), and limited rule customizability.

What problems is Gladly solving and how is that benefiting you?

reduced necessity for ticket merging and searching customer interaction history

Gladly Reviews

User Rating

Rating Distribution

Do You Use Gladly?

Review Summary

Pros

Cons

Verified User in Consumer Services

Christine R

Jeff E

Courtneay L

Verified User in Apparel & Fashion

Verified User in Retail

Edward F

Nickoy A

Verified User in Consumer Services

Verified User in Retail

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