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

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

S M L

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

Pricing starting from:

$38.00

  • Free Version
  • Free Trial
  • Subscription

Images

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Features

Total features of Gladly: 82

  • API
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Campaign Management Software
  • Canned Responses
  • Case Management Software
  • Chat/Messaging
  • Computer Telephony Integration
  • Content Management System (CMS) Software
  • Customer Complaint Tracking
  • Customer Database
  • Customizable Branding
  • Dashboard Software
  • Document Storage
  • Email Management Software
  • Feedback Management
  • File Sharing Software
  • Forms Management
  • Help Desk Management
  • IT Asset Management Software
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Negative Feedback Management
  • Network Monitoring Software
  • On-Demand Communications
  • Outbound Call Center
  • Performance Metrics
  • Personalization and Behavioral Targeting Software
  • Predictive Analytics Software
  • Predictive Dialer Software
  • Proactive Chat
  • Progressive Dialer
  • Quality Assurance
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Routing
  • SMS Messaging
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Template Management
  • Text Analysis Software
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management Software

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LiveAgent

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Reviews

Overall rating

4.8 /5
(53)
Value for Money
4.8/5
Features
4.8/5
Ease of Use
4.9/5
Customer Support Software
4.9/5

Already have Gladly?

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Showing 5 reviews of 53
Drew
Overall rating
  • 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.

Melissa
Overall rating
  • 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.

Sandy
Overall rating
  • 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 -

Jessie
Overall rating
  • 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.

Reannah
Overall rating
  • 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

Showing 5 reviews of 53 Read all reviews

Gladly FAQs

Below are some frequently asked questions for Gladly.

Gladly offers the following pricing plans:

  • Starting from: $38.00
  • Pricing model: Free Version
  • Free Trial: Not Available

Contact Gladly for pricing details.

Gladly has the following typical customers:

11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

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

Gladly supports the following devices:

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

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.