15 years helping Irish businesses
choose better software

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 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
85%
4
14%
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 4 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.

Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Glady - A Customer Management System

4.0 9 months ago

Comments: Because of Gladly, I am able to give excellent support to my clients. Since it stores crucial data about each client in an easily accessible profile, it allows me to give superior service without wasting time.

Pros:

The fact that the Gladly platform works so well with my other programs makes it my favorite. It's a must in my office because of how well it coordinates many activities and how intuitive the UI is. The time-saving features are second to none; being able to switch between projects on the fly has saved me and my coworkers many hours that we would have otherwise spent paging through notes or switching between internet tabs. In my opinion, this is one of Gladly's most useful features that we can't live without.

Cons:

While I have few legitimate gripes, I would suggest adding some lighthearted touches to the design of the website in order to keep myself and my coworkers cheerful when dealing with irate customers. In addition, having a distinct layout will keep certain employees from getting bored during sluggish periods.

Jenelyn
Customer Service representative in Philippines
Consumer Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Jen Review

5.0 2 weeks ago New

Comments: Its very convenient and friendly user for using a human connection to the customer

Pros:

As a customer service it easy to use a gladly to using communications for the customer

Cons:

You can use a knowledge base or "mini book" of the gladly so you can copy the right resolution instead to typing to it

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

Review

3.0 2 years 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

Floranch
CSR in Philippines
Consumer Services, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Eye-catching and simple to use tool

5.0 12 months ago

Comments: I find the tool to be extremely helpful in comparison to our previous one, and my experience so far has been satisfying and productive. I've been able to meet my quota and exceed our goal since we began using gladly. This is a highly recommended tool, especially if you are serving consumers through a different channels.

Pros:

I like how simple and easy to use this tool is; the integration of all channels, whether phone, SMS, chat, or email, is a plus point; we can attend to the customer's concern right away by simply reading the previous concern without having to go anywhere or click another tab, as long as the email address was added to the tool. Furthermore, my favorite color is green, which is one of the many reasons why I love gladly; the icons and design are eye-catching and simple to read.

Cons:

The only thing I've noticed is that you can only open one tab at a time; if you open another, it will crash. Additionally, if you open two tabs of this tool, the call will automatically be dropped after ringing twice. Another thing is that you can't add a picture to the task bar, which should be helpful for us since we use it frequently because we assign some tickets to different departments.