What Is Gladly?

Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Crate&Barrel, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage.

Who Uses Gladly?

We partner with SMBs and large Enterprise B2C companies in Retail, eCommerce, Travel and Hospitality as well as contact centers to keep up with today's customer needs.

Gladly video
Gladly Software - Payments through chat Gladly Software - Built-in knowledge base Gladly Software - All customer details Gladly Software - Self service in chat Gladly Software - Reports

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Reviews of Gladly

Average score

Overall
4.8
Ease of Use
4.9
Customer Service
4.9
Features
4.8
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
83%
4
16%
3
1%
Drew
Drew
Director of Operations and CX in US
Verified LinkedIn User
Retail, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Gladly - You'll be glad you did!

5.0 2 years ago

Comments: Gladly is a phenomenal company to partner with. Their software is a leader in this space and the team supporting it truly partners with their customers for success. From the sales process, to implementation and even post install support I have always felt like I was the most important customer to Gladly. My guess is all of their customers feel the same way I do!

Pros:

Gladly is an easy to use, all in one software that allowed us to eliminate multiple, fragmented products we used previously to support our customers. Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.

Cons:

No real cons to report as anything I felt would make my teams experience better on Gladly they implemented shortly after I recommended it.

Rica Mae
Quality Assurance Specialist in Philippines
Consumer Services, 501-1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

QA Specialist POV of Gladly

4.0 2 months ago New

Comments: I am specialize to check for every interaction of our representatives with the customers to ensure that we are providing quality conversations while performing the correct processes and following the policies of the company.

Pros:

What I like about this product is we can close out a ticket once we finished the conversation. We no longer need to go to a different tab to close a ticket. Additionally, I love that it has SMS and can track history of the member's purchases.

Cons:

We cannot see when and who updated the Gladly Profile of the member.

Taylor
CXA in US
Consumer Goods, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Review

3.0 3 months ago

Comments: 6 out of 10

Pros:

Gladly is pretty reliable and easy to use

Cons:

The ringtone of calls is horrible. Should be customizable

Benny
Director of Customer Experience in US
Food & Beverages, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Would not use any other Platform

5.0 2 months ago

Comments: Great! This helps us be more efficient and put our customers first.

Pros:

It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.

Cons:

Not anything I would call out. I have been an Admin for years across two companies and have no complaints.

Giamae
Billing and Fraud Prevention Team Lead in Philippines
Health, Wellness & Fitness, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

The Most User-Friendly Tool

5.0 2 months ago New

Comments: So far after our transition from the previous tool,

Pros:

The feature I like the most is the Task. We are able to tag and set due dates on tasks which is really helpful for us to be more efficient. Conversations from different channels from the same user also show in one conversation only. Lesser tickets for us

Cons:

The least favorite thing for me is that when the tool is idle it does not auto close or keep open