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Gladly

Gladly

Overview

What is Gladly?

Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.

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Recent Reviews

TrustRadius Insights

Easy to use interface: Users have consistently praised the platform for its easy-to-use interface, with many stating that it is simple, …
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Pricing

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Task Based

$38.00

Cloud
Per Month Per User

Customer Facing

$150.00

Cloud
Per Month Per User

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.gladly.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Details

What is Gladly?

Gladly is a personal customer service platform that is, according to the vendor, built around people, not cases or tickets. It gives customer service agents one lifelong, channel-independent conversation with context that can be used to build lasting connections and loyalty. Gladly boasts users among brands like Ralph Lauren, Allbirds, Bombas, Crate&Barrel, Ulta Beauty, and Warby Parker, with the goal of growing customer brand loyalty and increased customer lifetime value while creating happier, more efficient, and empowered service teams.

Gladly Video

See Gladly in action with this 4-min product demo and get a glimpse of how we put people at the center of every conversation. Are you ready for Radically Personal Customer Service? - Put people at the center - 79% of consumers say personalized service is more important than...
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Gladly Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(11)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Easy to use interface: Users have consistently praised the platform for its easy-to-use interface, with many stating that it is simple, robust, and intuitive. Several reviewers mentioned that they found it easy to navigate and appreciated the comprehensible layout of the platform. Overall, a large number of users have commended the user-friendly design of the interface.

Efficient multi-channel access: Many users appreciate the ability to access and interact with multiple channels such as voice, chat, SMS, and email all in one place. They find this feature efficient and more effective than using multiple tools. The convenience of having all communication channels consolidated into a single platform has been highly valued by customers.

Comprehensive customer information view: Users have expressed their appreciation for the platform's ability to provide a comprehensive view of customer information and interactions. Having previous conversations, calls, emails, and chats easily accessible in one place has been beneficial for effectively communicating with customers. This feature has received positive feedback from numerous reviewers who value being well-prepared when interacting with customers.

Rerouting and assignment issues: Some users have reported that conversations in Gladly are assigned and rerouted without reason, causing confusion and inefficiency in handling customer inquiries.

Limited search options: Many users find it difficult to search for customers in Gladly due to the lack of comprehensive search options. They suggest the implementation of additional search filters to improve the efficiency of retrieving specific customer information.

Inability to edit closed conversations: Users have expressed a desire to be able to edit the topic on a closed conversation in Gladly. Currently, they are unable to make any changes once a conversation is closed, which can be inconvenient when updates or corrections need to be made.

Users commonly recommend the following when using Gladly:

  • Familiarize with the platform and utilize the extensive Gladly wiki and self-help articles.
  • Integrate customer information into Gladly and consider various contact channels.
  • Improve quality by using Gladly for tracking records, finding resolutions, and keeping track of all customer interactions.

These recommendations highlight the importance of becoming familiar with the platform, utilizing available resources, integrating customer information, and leveraging Gladly's features to enhance customer service quality.

Attribute Ratings

Reviews

(1-2 of 2)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our entire company uses Gladly to communicate with our customer base. All the way from HQ to customer service. The program updates you in real time and if you are still available will direct the contact to you directly to cut down on changing contacts mid conversation. There are also conscientious features for interpersonal communication.
  • Organizes customers.
  • Connects customers accounts when necessary.
  • Helps contact a customer.
  • Keep customers info organized.
  • Can combine all communications from multiple emails and phone numbers.
  • 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.
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.
Incident and problem management (6)
50%
5.0
Organize and prioritize service tickets
50%
5.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
50%
5.0
Self Help Community (2)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (4)
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • 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.
Gladly is in a league of its own. None of the other companies I have rated can stack up to Gladly's abilities. You can communicate with customers and coworkers alike. This makes it easy for everyone to be able to be on the same page no matter the topic discussed.
100
Gladly is used company wide at my employer. From entry level customer service representatives to our headquarters. Gladly is how we communicate not only with the customers but we are able to have inter office communication as well. Gladly also allows us to review previous notes and interactions from when customers have previously reached out.
1
Gladly is self sustaining and rarely has issues. When an issue does arrive we have someone who is able to contact Gladly to resolve any issues we may have. Gladly is very responsive and user friendly so it does not take many people to troubleshoot issues as there are rarely any.
  • Track customer contacts
  • Communicate about tasks to be completed
  • Streamline communication as a while
  • We are able to not only contact the customer but we can contact other locations under the customers account so that even the phone call we made is saved in the same account for review
  • Track productivity
  • Hold others accountable
  • Maintaining excellent communication with customers
  • Steam line productivity
  • Maintain quality standards
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.
Drew Chamberlain | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Gladly is being used by our Customer Care team to support JOANN customers across all channels including voice, email, chat, SMS and social. Gladly provides a 360-degree view of our customers allowing us to personalize the service we deliver based on their purchasing and support history. The ability to support all channels via one easy to use interface has reduced our ramp-up time for new team members.
  • 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.
  • Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update.
Gladly is a true Omnichannel solution. Where other products promote this capability, Gladly delivers on it. All channels are supported on the same screen with the same UI. Gladly truly puts the customer at the center of the conversation. With Gladly you can stop switching between applications to support your customers and start delivering world-class support your customers deserve.
Incident and problem management (3)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
ITSM collaboration and documentation
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • We have seen our backlog of both emails and calls reduce significantly since implementing Gladly.
  • We have been able to scale up our support without adding additional agents based on the efficiencies we have gained using Gladly.
  • Customer satisfaction scores have increased based on faster response times, consistent solutions and cross channel awareness.
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.

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.
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