Gladly vs. Sugar Serve

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

The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.

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

• Customizable messages.
• Mood survey.
• Auto response.

Incentivized

• 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.

Incentivized

• The interface that works with other systems is not ready, it lacks extensibility by default.
• It necessitates the presence of a responsible someone with some programming skills.
• The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.

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

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

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.

Incentivized

Its quick response, customer service, and ticketing service are the best.

Incentivized

• 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.

Incentivized

• The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
• It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
• It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration

Incentivized