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:
$150.00/year
- 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
Pricing starting from:
$150.00/year
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Gladly
Images
Features
Total features of Gladly: 81
Alternatives
Zoho Desk
eDesk
Salesforce Platform
NICE CXone
Reviews
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- 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.
- Industry: Furniture
- 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 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: Apparel & Fashion
- Company size: 501–1,000 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
Highly Recommended
Reviewed on 18/01/2023
It pretty much made dealing with customers much easier. I have worked with a similar tool in the...
It pretty much made dealing with customers much easier. I have worked with a similar tool in the past but does not really compare to how efficient this one work with its easy navigation system and all information provided on its from page
Pros
My top Favorite about this tool is the easier navigation of keys for and you'd be able to find pretty much every conversation under one ticket with just a few scroll!
Cons
The only thing I did not like about this tools is the intergration of other useful tools at work such us Grammarly which would help save much time.
- Industry: Food & Beverages
- 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 10.0 /10
Love Gladly!
Reviewed on 29/11/2022
Conversations flow smoothly and it's very easy to use. Great reporting features too!
Conversations flow smoothly and it's very easy to use. Great reporting features too!
Pros
Gladly is very to use and has taken our customer's experience to a whole new level. We're able to personalize interactions a lot more!
Cons
They were missing some integrations that are important to use, but are very open for feedback and are slowly working towards them.
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, Delighted, Idiomatic, Klaviyo, MaestroQA, Magento Marketplace, Medallia Experience Cloud, Messenger, Netomi, OrderGroove, Playvox, Qualtrics CustomerXM, Recharge, ReturnLogic, ScreenMeet, Shopify, Simplr SFA, Slack, Spree, Stella Connect, Swell, 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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