All the reason you should go with Gladly
Updated July 07, 2021

All the reason you should go with Gladly

Fallon Penrod | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gladly

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.
  • 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.

Do you think Gladly delivers good value for the price?


Are you happy with Gladly's feature set?


Did Gladly live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Gladly go as expected?

I wasn't involved with the implementation phase

Would you buy Gladly again?


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.

Gladly Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Social integration
Email support
Help Desk CRM integration

Using Gladly

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.