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.
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.
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Reviews
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- Industry: Retail
- Company size: 201–500 Employees
- Used Daily for 2+ years
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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
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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.
- Industry: Furniture
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
Good
Reviewed on 14/01/2022
Pros
Easy to get information and view the messages
Cons
Customer not able to see us writing them back
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Glad to use Gladly!
Reviewed on 29/12/2022
I love that all channels feed into this one location so you have all ways that a customer has...
I love that all channels feed into this one location so you have all ways that a customer has reached out all in one profile and the more you build the profile the better it works and is more helpful to support staff and most importantly the customer!
Pros
The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years
Cons
The ONLY complaint I have is how pending tasks sometimes do not show over in the left hand side of your inbox and the green notification bars that show at the top of the program block out some of the important information of the customer that you are currently working on
- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Efficient
Reviewed on 06/10/2022
I'm overall satisfied with Gladly since we can easily go through members' previous contacts....
I'm overall satisfied with Gladly since we can easily go through members' previous contacts. Because of this, it's easier to look for a solution.
Pros
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.
Cons
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.
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: $150.00/year
- Pricing model: Subscription
- Free Trial: Not Available
Contact Gladly for pricing details.
Q. Who are the typical users of Gladly?
Gladly has the following typical customers:
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, BigCommerce, Customer Frontlines, Delighted, Idiomatic, Klaviyo, MaestroQA, Magento Marketplace, Medallia Agent Connect, Medallia Experience Cloud, Messenger, Netomi, OrderGroove, Playvox, Recharge, ReturnLogic, ScreenMeet, Shopify, Simplr SFA, Slack, Spree, Swell, Tethr, TurnTo, Twitter/X, 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
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