Item: Gladly
Rating: 10
Author: Drew Chamberlain

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

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.

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.

Key Insights

Do you think Gladly delivers good value for the price?

Yes

Are you happy with Gladly's feature set?

Yes

Did Gladly live up to sales and marketing promises?

Yes

Did implementation of Gladly go as expected?

Yes

Would you buy Gladly again?

Yes

Likelihood to Recommend

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.

Gladly, you’ll be glad you selected it!

Overall Satisfaction with Gladly