About Gladly
Gladly is a cloud-based customer service platform offered by San Francisco based, Gladly Software, Inc. Our cloud-based solution is used by various B2C companies across multiple industries including eCommerce, retail, hospitality, travel, insurance, and financial services. Gladly centralizes all the interactions between an organization and its customers and helps businesses to reduce dependence on a single agent to answer any client queries.
Gladly helps businesses recognize customers by integrating client conversations that take place across various channels such as email, SMS, voice, social media, and chat. Access to the entire conversation history enables any customer service agent to resume interactions with a client from the same point where a conversation was previously ended with another agent.
Our robust routing and queuing features help to transfer clients to the right customer service agent, who can collaborate with other colleagues to resolve customer queries in minimal time. The solution allows multiple agents to work in parallel to pick different tasks, resolve problems, and answer calls. The software also helps to track operating metrics such as email response times, call times, hold times, and topics of conversation. The tool has a user-friendly interface that helps in quick training of the agents. Gladly is backed by venture capital firms NEA and Greylock.
Pricing starting from:
$38.00
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Gladly
Key benefits of Gladly
• Gladly improves the efficiency and productivity of customer service agents by letting them view entire customer conversations across multiple channels including email, voice, chat, tweet or text while attending calls.
• The solution lets agents use customer names to view detailed records of communication and does not track customer interactions by generating a case number for each conversation.
• Gladly uses key metrics such as service level agreements and response times to generate real-time insights and provide visibility on agent productivity.
• The software offers an easy-to-use interface that allows agents to collaborate with colleagues to solve customer problems.
• Gladly’s contact center uses conversation data to recognize customers quickly and route them to the right agent.
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Markets
Canada, United States
Supported Languages
Arabic, Chinese, Czech, Danish, Dutch , English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian and 21 others
Pricing starting from:
$38.00
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Gladly
Images
Features
Total features of Gladly: 81
Alternatives
Gorgias
Zendesk Suite
Zendesk Explore
eDesk
Reviews
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Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Food & Beverages
- Company size: 51-200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Would not use any other Platform
Reviewed on 22/09/2022
Great! This helps us be more efficient and put our customers first.
Great! This helps us be more efficient and put our customers first.
Pros
It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.
Cons
Not anything I would call out. I have been an Admin for years across two companies and have no complaints.
Switched From
Zendesk SuiteReasons for Switching to Gladly
I felt Gladly would be more scalable, made sense with price and would be more efficient.- Industry: Cosmetics
- Company size: 501-1,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Very useful and convenient
Reviewed on 15/09/2022
The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall...
The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall and it made the work easier 10x folds.
Pros
The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.
Cons
The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.
- Industry: Retail
- Company size: 501-1,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Feedback
Reviewed on 16/09/2022
Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs...
Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients
Pros
Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time
Cons
for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk
- Industry: Retail
- Company size: 201-500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Glaldy is your best bet!
Reviewed on 29/09/2022
10/10
10/10
Pros
I've used a number of help desks in my 10+ years in the field of customer service. Gladly is the most user friendly platform that facilitates easy communication between myself and clients. I love the merging feature and enjoy the ease of having all communication for one customer in one 'conversation'. The canned actions are great too! Work smart, not hard!
Cons
can't fault gladly - so far i have not had any issues with the platform at all
- Industry: Retail
- Company size: 51-200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Love this platform!
Reviewed on 28/07/2022
Thus far, I have loved using Gladly. I have had the chance to use it as an agent where I was...
Thus far, I have loved using Gladly. I have had the chance to use it as an agent where I was constantly using the emailing/texting/etc. to now using it as a manager doing more reporting and agent tracking on a day to day basis.
Pros
Gladly is such an easy platform to use. They are constantly listening to the customers and feedback and looking for new ways to improve the product.
Cons
There are certain integrations and reporting that could be improved or implemented to make the platform better.
Gladly FAQs
Below are some frequently asked questions for Gladly.Q. What type of pricing plans does Gladly offer?
Gladly offers the following pricing plans:
- Starting from: $38.00
- Pricing model: Free Version
- Free Trial: Not Available
Contact Gladly for pricing details.
Q. Who are the typical users of Gladly?
Gladly has the following typical customers:
11-50, 51-200, 201-500, 501-1,000, 1,001-5,000
Q. What languages does Gladly support?
Gladly supports the following languages:
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian
Q. Does Gladly support mobile devices?
Gladly supports the following devices:
Q. What other apps does Gladly integrate with?
Gladly integrates with the following applications:
Adobe Commerce, Agyle Time, Asana, Assembled, Delighted, Klaviyo, Messenger, Netomi, Playvox, ScreenMeet, Shopify, Slack, Stella Connect, Tethr, TurnTo, Twitter, Typeform
Q. What level of support does Gladly offer?
Gladly offers the following support options:
Email/Help Desk, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Gladly.
