Gladly
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: Automotive
- 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 8.0 /10
More fluente work flow
Reviewed on 02/12/2023
Very happy with the app. hope it can improve even more but it really made things easier.
Very happy with the app. hope it can improve even more but it really made things easier.
Pros
I am able to see call logs, emails, and notes in the same place, and make a good follow up to the current state of the request.
Cons
Sometimes it crashes, and also I wish it would be more integrated with the Companies systems.
- Industry: Consumer Services
- 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
Gladly has helped me so much providing a nice experience with our customers through live...
Reviewed on 22/09/2023
Gladly has become my daily tool to accomplish my duties through ticket organization, chat interactio...
Gladly has become my daily tool to accomplish my duties through ticket organization, chat interaction and phone call reach.
Pros
User friendly, and awesome organizer tool.
Cons
Gladly is a great tool to support interactions through chat and phone. Maybe it could improve the way it shows history activity.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
My Daily Gladly Use
Reviewed on 31/01/2023
My overall experience with Gladly has been amazing. It seems like anything I looking for in Gladly...
My overall experience with Gladly has been amazing. It seems like anything I looking for in Gladly it is always easy for me to locate. Gladly is a very user friendly system
Pros
The input call buttons, the answer question button, the text messages. I really just like the entire setup of Gladly
Cons
I really don't know of any any features that I just don't like about Gladly
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Awesome platform
Reviewed on 27/11/2023
Pros
Gladly makes it very easy to work with a few different channels to communicate with customers
Cons
It sometimes gets slow but it seems like it gets fixed pretty quickly
- Industry: Outsourcing/Offshoring
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
My Review for Gladly
Reviewed on 23/01/2023
Gladly helps us resolve FabFitFun customers' concerns related to the product they bought from us....
Gladly helps us resolve FabFitFun customers' concerns related to the product they bought from us. It also provides real-time assistance which gives a good customer service experience.
Pros
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.
Cons
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]
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:
- 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:
Ada, Adobe Commerce, Asana, Assembled, BigCommerce, Calabrio ONE, Delighted, Fivetran, Formstack Suite, Hark, HiOperator, Hightouch, Idiomatic, Klaviyo, Kodif, Linc, Loop, MaestroQA, Magento Marketplace, Medallia Agent Connect, Medallia Experience Cloud, Messenger, Netomi, OrderGroove, Pixlee TurnTo, Playvox, Recharge, ReturnLogic, ScreenMeet, SentiSum, ShipHero, Shipped Suite, Shopify, Simplesat, Simplr SFA, Slack, Smile.io, Spree, Swell, Swell, Tethr, Twitter/X, Typeform, XM for Customer Experience
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
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Customer Service Software
