Contivio.com vs. Gladly CX Platform

I travel a lot and this makes Contivio easy to use, all I need is a good WIFI connection and I am good to interact with the clients anytime/anywhere. The flexibility of not running out the options to get the business running is amazing. The only thing that bothers me is that you may not realize that you're not logged in as you cannot see when the phone logs you out of the application, this also means you might loose out on a running call or the call may not get recorded.

Incentivized

Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.

Incentivized

• Integration into our system
• Customer support is fairly fast but always solves any issues we have
• Connects our customers with us in a streamlined way

Incentivized

• Easy to use interface. Supporting customers is as easy as texting a friend.
• True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
• Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.

Incentivized

• No mobile app for cell phone use. Seems very weird that you have to be tied to a computer to manage your settings.
• No web portal for easily adjusting call forwarding or status
• Requires signing in and out every day because it will log out randomly.

Incentivized

• When you cannot merge the customers' accounts
• When the emails arrive with a delay
• In the way we cannot edit or delete notes

Incentivized

I am happy with the application. Contivio is very easy to use, and I hardly ever run into problems so easy to give a decent rating!

Incentivized

Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction

Incentivized

Setting it up can be daunting, but once it's set up, it works great. The admin interface can be a bit confusing as well. It could be better.

Incentivized

In my 10+ years in the call center industry this has been by far one of the user friendly platform to use. It has been an easy tool to use and train new hires with that is self explanatory and not complicated at all for a agent level employee. Overall platform is easy to read and navigate.

Incentivized

Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.

Incentivized

Jive is behind the times in terms of user interface and functionality.

Incentivized

First of all, the ease of the platform, the way it helps us to make our job faster as they have the customer information on the left of our screenand we have it linked to Shopify. The fact that this program has helped our productivity is amazing, and also, during peak season, it Gladly CX Platform makes the days go faster and easier.

Incentivized

• It aids the operations and sales team to keep track of client call data and this is particularly helpful for tracking sales leads.
• Losing out on an important conversation because either you got logged out in between or the call did not get recorded are two scenarios that are common cons with Contivio.
• The features that show up on the screen when logged in to the application can sometimes be overwhelming because you don't need to use all the features in one go and some can be hidden for later use when searched for.

Incentivized

• This platform has improved the speed in which customer issues are resolved by providing a broad picture of customer need, profile and history.

Incentivized