Item: Gladly CX Platform
Rating: 10
Author: Diana Elizabeth Flores E

Overall Satisfaction with Gladly CX Platform

Use Cases and Deployment Scope

We use the program to respond to customers' emails, chats, and calls.
The job is to respond to every customer inquiry, including sizing, returns, sales, exchanges, new items, inventory, and discounts. With Gladly CX Platform, we can make all the approaches we need to the customer, and it allows us to escalate, make notes, make tasks, transfer calls, etc. So for u,s having Gladly CX Platform has been a game changer as we used to have Zendesk

Pros and Cons

Pros

All the customer info can be found easily
We have the Shopify links in the same cx profile
We can see the past interactions the cx has made before, and we can see the subject of the request
We can manage internal information on the customer profile just for us as agents

Cons

When you cannot merge the customers' accounts
When the emails arrive with a delay
In the way we cannot edit or delete notes

Return on Investment

Has improved the productivity by 50% compared to Zendesk
The time losses have dropped since we started using Gladly CX Platform
The training for new agents is easier than before, as with Zendesk

Usability

Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better

Alternatives Considered

Zendesk Suite

First of all, the ease of the platform, the way it helps us to make our job faster as they have the customer information on the left of our screenand we have it linked to Shopify. The fact that this program has helped our productivity is amazing, and also, during peak season, it Gladly CX Platform makes the days go faster and easier.

Key Insights

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

Likelihood to Recommend

In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee

Gladly CX Platform Feature Ratings

Comments

Please log in to join the conversation

Gladly CX Platform a game changer on customer services