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.

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

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: 81

  • 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
  • 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

Alternatives

Gorgias

4.7
#1 Alternative to Gladly
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Zendesk Suite

4.4
#2 Alternative to Gladly
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Zendesk Explore

3.9
#3 Alternative to Gladly
Zendesk Analytics is reporting and analytics software that helps users understand what’s happening with their customers...

eDesk

4.5
#4 Alternative to Gladly
eDesk’s AI-powered customer service software is designed specifically for eCommerce businesses, to take the complexity...

Reviews

Overall rating

4.8 /5
(91)
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?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 91
Benny
Overall rating
  • Industry: Food & Beverages
  • 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

Would not use any other Platform

Reviewed on 22/09/2022

Great! This helps us be more efficient and put our customers first.

Great! This helps us be more efficient and put our customers first.

Pros

It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.

Cons

Not anything I would call out. I have been an Admin for years across two companies and have no complaints.

Alternatives Considered

NICE CXone, Freshdesk, Gorgias, and Kustomer

Switched From

Zendesk Suite

Reasons for Switching to Gladly

I felt Gladly would be more scalable, made sense with price and would be more efficient.
Kenjie
Overall rating
  • Industry: Cosmetics
  • Company size: 501-1,000 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

Very useful and convenient

Reviewed on 15/09/2022

The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall...

The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall and it made the work easier 10x folds.

Pros

The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.

Cons

The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.

Jao
Overall rating
  • Industry: Retail
  • 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 9.0 /10

Feedback

Reviewed on 16/09/2022

Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs...

Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients

Pros

Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time

Cons

for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk

sarah silberstein
Overall rating
  • 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

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.

Showing 5 reviews of 91 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.