Likelihood to Recommend 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.
Read full review LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
Read full review Pros 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. Read full review Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response. We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments. Read full review Cons Gladly has errors where it times out and I lose a call. Which negatively reflects on me. If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket. The inbox could notify you better of completed tasks and keep better track of your history in your own account. Read full review LA doesn't provide you SMS integration. You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team. WhatsApp Integration also unavailable. Read full review Likelihood to Renew 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
Read full review I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Read full review Usability The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Read full review Support Rating 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.
Read full review The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
Read full review Implementation Rating Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Read full review Alternatives Considered Gladly truly delivers what other vendors promote:
True Omnichannel support. Easy to use UI. Robust reporting. Full SaaS solution. Built-in knowledgebase. Simple implementation. Great support team. True business partnership. Full 360 views of your customer. Reduced ramp time for agents. It truly is the future of Customer Support software. True game changer.
Read full review Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Read full review Return on Investment It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues. Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand. Gladly allows you to view what other representatives are doing and if they are busy or available for questions. Read full review Less expensive than having multiple individual email accounts. LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members. Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious. Read full review ScreenShots