Gladly CX Platform vs. Vivantio

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

I’d recommend Vivantio as an ITSM platform because it combines powerful functionality with ease of use. Its customizable workflows and automation streamline IT service management, saving time and improving efficiency. The platform scales well, making it suitable for businesses of all sizes, and it integrates seamlessly with other tools, ensuring smooth operations. Vivantio also offers excellent reporting capabilities, helping teams track performance and identify areas for improvement. If you’re looking for a reliable, flexible, and user-friendly ITSM solution, Vivantio is a great choice.

• 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

• Incident Tracking
• Reporting
• Customisation

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

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

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

i find the system easy to navigate and customise

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

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

Vivantio's extensive customization features ensure it always balances in its favor by allowing businesses to tailor workflows, forms, and processes to their unique needs. This flexibility means the platform adapts to your organization, not the other way around, enabling seamless alignment with changing requirements and maximizing efficiency over time.

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

Incentivized

• Positive - Reporting