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.
Devices
Business size
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: 82
Alternatives
Zendesk
Zoho Desk
LiveAgent
Salesforce Service Cloud
Reviews
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- Industry: Retail
- Company size: 10,000+ 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
Gladly - You'll be glad you did!
Reviewed on 28/06/2020
Gladly is a phenomenal company to partner with. Their software is a leader in this space and the...
Gladly is a phenomenal company to partner with. Their software is a leader in this space and the team supporting it truly partners with their customers for success. From the sales process, to implementation and even post install support I have always felt like I was the most important customer to Gladly. My guess is all of their customers feel the same way I do!
Pros
Gladly is an easy to use, all in one software that allowed us to eliminate multiple, fragmented products we used previously to support our customers. Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.
Cons
No real cons to report as anything I felt would make my teams experience better on Gladly they implemented shortly after I recommended it.
- 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.
- Industry: Furniture
- Company size: 5,001-10,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Gladly Plusses
Reviewed on 01/06/2022
Good
Good
Pros
It is easy to get calls dropped in and put notes in Customer Profile
Cons
It allows customers to get on different channels at same time - causes calls to be transferred when you just completed or are working on the order -
- Industry: Apparel & Fashion
- Company size: 501-1,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Gladly keeps things organized!
Reviewed on 11/07/2022
Pros
As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.
Cons
Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.
- Industry: Consumer Goods
- Company size: 51-200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
The most functional software to keep tabs closed
Reviewed on 30/06/2022
We're definitely accessing more customers at a quicker pace with Gladly! It has streamlined our...
We're definitely accessing more customers at a quicker pace with Gladly! It has streamlined our workflow significantly compared to previous softwares
Pros
Gladly offers so much within its interface, and it removes the need to have multiple tabs open! The interface is extremely user friendly
Cons
There are small learning curves with the different options that are provided with Gladly, some of which can be difficult to find instructions for online
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
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