Gladly Reviews

1. I like that it has footprints on every conversation.2. Customer's concern all throughout is merged in just one thread.3. The Guru is linked via Gladly Answers.4. Very easy to use and understand.

1. I don't like that whenever the page refreshes it removes the recent characters we typed in.2. I don't like that some customer's responses will route automatically to [sensitive content hidden]

Easy to get information and view the messages

Customer not able to see us writing them back

What I like most about Gladly is it has a single, lifelong conversation across all channels. The user can view the customer's entire conversation history, regardless of channel, in a single view. This gives customers more context, less repetition, faster responses, and a more personal touch.

Although the user may experience errors when exporting data, Gladly significantly improves the platform's reporting capabilities, making it an even more powerful tool to everyone.

This product is really great as it is our main connection with our customers and helps us reach back to them too.

There is only one thing I dislike about it and that is the ring tone when ever you get a phone call

It has GLADLY ACADEMY COURSES. It's easier to understand the process because the platform provides its own training and progress.

Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.

It is super user friendly, no need of anything like downloads, I may work anywhere and everywhere with Gladly!

If your internet goes, It goes! It really needs a very very good connection.

Our transition to Gladly was seamless and it provided a very satisfactory feature where we are able to interface with our members in a very seamless manner. super user-friendly and easy to navigate.

None that I can think of as so far the tool have been excellent in all ways and form.

It allows us to communicate with our customers efficiently

We could have more customization for the users

like being able to easily search for customers and past contacts

cannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent

Gladly plays a very vital part of our daily operations on chat, email and phone. We are able to communicate with our customers thru Gladly and this is crucial because Our customers are the lifeblood of our business.

Since it is mainly dependent on internet connection when you are working at home and you don't have good and reliable service - you experience lagging and freezing which affects productivity.

It's easy to use and user friendly. Not complicated

Confused with some features but it's easy to operate

I like how you can task things or set projects in Gladly and always have them visible and available during the workday/work week. I like how you can edit tasks, have a due date for them, assign people to tasks, etc. Gladly is easy to use and visually appealing to be simple. I like that.

I don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed out and then they rate me negatively for not getting the chat even though I answered. ALL chats should be emailed to the customer automatically so that they see that we responded.

I like that everything is seamless when it comes to the customer record. It's really convenient for everyone that helps that customer after you to be caught up on everything that was communicated previously, as long as the past advisors leave proper notes.

There were a couple points in time where Gladly was having lots of issues with normal functions. The phones would say a call was coming in and there would be no button for me to answer it and it wouldn't be ringing. Sometimes it has glitches with emails where I'm not able to open templates or the parts on the email that are supposed to auto-fill are not generating. Usually with a quick restart and clearing the cache and cookies solves the problem.

The easy of set up and customer history.

Not having a CRM personal for the brand.

Apart from the simplicity this tool provides, all aspects of it are streamlined and organized.

Sometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels.

I like how easy it is to access the previous conversation of the member

I don’t like how it won’t show you or it isn’t clear if the member replied already

The members' contacts are streamlined and it's not difficult to check the members' previous concerns. Also, I liked the option to loop another department/people in the comment section of the task.

We cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot.

I love how Gladly is interwined with the Warby Parker Springfield database and can connect the contact information with ease.

Whenever I copy an order # it doesn't seem to paste on the email or note that I am in the proces of making.

Streamlined multi-channel communication and recordkeeping, allowing our team to work efficiently and keep our promises to members.

It would be nice if pinning items worked chronologically instead of in the order pinned, that is legitimately the only flaw I can find.