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Gladly description
Gladly is a customer service platform designed to improve customer experience and streamline support operations. It unifies all customer interactions, regardless of channel, into a single, continuous conversation thread. This approach helps businesses avoid the fragmented communication common in ticket-based systems. Gladly also incorporates AI to automate tasks, provide agents with relevant information, and empower customers to self-serve. The platform is designed for scalability and emphasizes personalized interactions to foster customer loyalty and drive revenue growth.
Who is Gladly best for
Gladly is a customer service platform unifying all customer interactions into a single conversation thread. Users love its intuitive interface and real-time access to customer history. However, some find filtering conversations challenging and experience occasional glitches. Best for small and medium businesses focused on personalized customer experiences.
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Best for small to medium-sized businesses in retail and e-commerce.
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Ideal for retail and consumer goods companies prioritizing customer experience.
Gladly features
Supported Gladly stores chat history and displays it in a unified timeline view. |
Supported Gladly offers self-service solutions like FAQs, chatbots, and personalized AI-driven solutions. |
Supported Gladly offers unified customer interaction management across email, chat, social media, and phone. |
Supported Gladly offers unified customer service across email, chat, social media, phone, and SMS. |
Supported Gladly uses AI for automation, decision-making, and process optimization. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Gladly reviews
We've summarised 1054 Gladly reviews (Gladly TrustPilot reviews, Gladly Capterra reviews and Gladly G2 reviews) and summarised the main points below.
- User-friendly interface praised for ease of navigation and use.
- Unified platform combines all communication channels (email, chat, SMS, social media) into a single thread.
- Real-time access to customer history, including past interactions and purchase details.
- "Gladly Answers" knowledge base with pre-written responses for quick replies.
- Task management feature for follow-ups and internal collaboration.
- Difficult to locate and filter previous conversations.
- Automatic routing can assign conversations randomly or reassign for no apparent reason.
- Occasional glitches like missed calls, frozen screens, and unsent messages.
- Inability to open multiple Gladly tabs simultaneously.
- Automatic logout after short periods of inactivity can be disruptive.
Gladly pricing
The commentary is based on 20 reviews from Gladly G2 reviews.
Gladly's pricing is a recurring concern. While users appreciate its robust features and integrations, many find it expensive, especially for smaller businesses. A more straightforward, tiered pricing structure would be beneficial.
Users sentiment
See the Gladly pricing page.
Gladly alternatives
Gladly FAQ
Gladly is a customer service platform that unifies all customer communications into a single conversation thread. It uses AI to automate tasks, provide agents with customer history, and offer self-service options, improving customer experience and streamlining support operations.
What is Gladly and what does Gladly do?
Gladly is a customer service platform that unifies all customer communications into a single conversation thread. It uses AI to automate tasks, provide agents with customer history, and offer self-service options, improving customer experience and streamlining support operations.
Gladly integrates with various tools through its open API and pre-built integrations. It connects with CRM systems, e-commerce platforms, and marketing automation tools, enabling a unified view of the customer journey. This streamlines data flow and enhances agent efficiency.
How does Gladly integrate with other tools?
Gladly integrates with various tools through its open API and pre-built integrations. It connects with CRM systems, e-commerce platforms, and marketing automation tools, enabling a unified view of the customer journey. This streamlines data flow and enhances agent efficiency.
Gladly competitors include Salesforce Service Cloud, HubSpot Service Hub, Talkdesk, Freshdesk, and Kustomer. These alternatives offer similar customer service functionalities, such as omnichannel communication, automation, and self-service options.
What the main competitors of Gladly?
Gladly competitors include Salesforce Service Cloud, HubSpot Service Hub, Talkdesk, Freshdesk, and Kustomer. These alternatives offer similar customer service functionalities, such as omnichannel communication, automation, and self-service options.
Yes, Gladly is a legitimate customer service platform. It's known for its user-friendly interface and omnichannel communication features, though some users find the conversation filtering and automatic routing challenging. Gladly is generally considered safe to use.
Is Gladly legit?
Yes, Gladly is a legitimate customer service platform. It's known for its user-friendly interface and omnichannel communication features, though some users find the conversation filtering and automatic routing challenging. Gladly is generally considered safe to use.
I couldn't find pricing details for Gladly. Contact their sales team for a customized quote based on your specific business needs and to determine if Gladly is worth the investment for you.
How much does Gladly cost?
I couldn't find pricing details for Gladly. Contact their sales team for a customized quote based on your specific business needs and to determine if Gladly is worth the investment for you.
Gladly receives positive customer service reviews. Users highlight its ease of use, unified communication channels, and valuable features like the "Answers" knowledge base. Some glitches and complex reporting are noted, but the overall sentiment is favorable.
Is Gladly customer service good?
Gladly receives positive customer service reviews. Users highlight its ease of use, unified communication channels, and valuable features like the "Answers" knowledge base. Some glitches and complex reporting are noted, but the overall sentiment is favorable.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.
An AI tool that observes your work, finds inefficiencies, and suggests smarter ways to do things. Maybe you can use your tools better, automate tasks, or switch software.