All that I needed in one place
June 24, 2025

All that I needed in one place

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gladly CX Platform

We use the Gladly CX Platform as our customer service solution to streamline communication across multiple channels, including email, chat, voice, and social media. It serves as the primary interface for our agents and Team Leaders, allowing us to manage customer interactions more efficiently and deliver personalized, seamless support. Gladly helps us address several key operational challenges

Pros

  • Customer Experience Consistency
  • Agent Efficiency & Productivity
  • Consolidates all interactions into a single, continuous conversation timeline

Cons

  • Lack of Visibility & Reporting
  • Fragmented Customer Data
  • Reporting and Data
  • Improved Customer Satisfaction
  • Operational Efficiency and Cost Savings
  • Revenue Growth Through Enhanced Customer Experience
In my 10+ years in the call center industry this has been by far one of the user friendly platform to use. It has been an easy tool to use and train new hires with that is self explanatory and not complicated at all for a agent level employee. Overall platform is easy to read and navigate.

Do you think Gladly CX Platform delivers good value for the price?

Yes

Are you happy with Gladly CX Platform's feature set?

Yes

Did Gladly CX Platform live up to sales and marketing promises?

Yes

Did implementation of Gladly CX Platform go as expected?

Yes

Would you buy Gladly CX Platform again?

Yes

It is easy to use and find customer information, the visibility of open task and incoming task. The view of the incoming inboxes and queue is great. A less appropriate or more difficult scenario is looking for call counts and call data for agents has been a bit more difficult to navigate.

Gladly CX Platform Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Subscription-based notifications
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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