Gladly Inc

Gladly

Composite Score

7.7 /10

CX Score

8.1 /10

17 Reviews Write a Review

Claim Software

What is Gladly?

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.

Company Details

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Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gladly.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

93 Plan to Renew

86 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Gladly?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Feature Ratings

Average 83

Call Recording

Knowledge Management

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Breadth of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support

Gladly Screenshots

Gladly Videos

Gladly Reviews

Raiza N.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Great customer service platform!

Likeliness to Recommend

8 /10

What differentiates Gladly from other similar products?

Consolidated workflow for users across all channels. It helps us remove duplicates from our queues which helps us get to our members quicker.

What is your favorite aspect of this product?

Gladly Answers feature enabled us to quickly create scripts for our agents to use that makes our brand voice easier to convey. It's very easy to access and edit if necessary.

What do you dislike most about this product?

There are a few hiccups in reporting especially when users are reaching out in multiple channels at once.

What recommendations would you give to someone considering this product?

Highly recommended for brands that have multiple customer service platforms (phone, email, chat, and SMS). Gladly consolidated all our platforms in one tab and helped us become more efficient.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Oct 2022

Very Beneficial And Helpful To Make Work Easier

Likeliness to Recommend

9 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

Ravi P.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Pretty Easy And Efficient CX Platform

Likeliness to Recommend

9 /10

What differentiates Gladly from other similar products?

Accidental disconnections can be quickly restored. Your customer number is attached to your Gerne screen for easy reconnection. Using tasks greatly increases follow-up opportunities. Having all channels (phone, chat, SMS, email, social media) on one platform is great. The timeline saves a lot of time because agents don't have to search for past communications. This improves efficiency, performance, and SLAs.

What is your favorite aspect of this product?

I love the timeline where I can see all of the customer's past interactions and communications. No need to search, saves a lot of time and frustration for both customers and agents. You can also leave notes, and create tasks, live boards, and reports. All of the client's past and present conversations are combined into one record to help you follow up on responses and options or solutions provided by previous representatives.

What do you dislike most about this product?

I honestly don't have any dislike for Gladly. It's very easy and doesn't take long to do everything you need. You can work and manage tasks at the same time.

What recommendations would you give to someone considering this product?

I would like to recommend this product because it is a user-friendly and efficient CX platform. All the conversations are present on a single platform which helps to take follow-ups on responses.

Pros

Helps Innovate
Reliable
Enables Productivity
Efficient Service

Gladly

What is Gladly?

Company Details

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Awards & Recognition

Gladly Ratings

86 Likeliness to Recommend

93 Plan to Renew

86 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Gladly?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Gladly Screenshots

Gladly customer chat overview

Customer flight update from Gladly software

Conversation in Gladly Sidekick

Demonstration of call summary capabilities

Gladly Videos

Gladly Product Demo

Overview of Sidekick

Overview of Sidekick Sales

Sidekick for Zendesk & Salesforce

Gladly Reviews

Raiza N.

Great customer service platform!

Likeliness to Recommend

Pros

Very Beneficial And Helpful To Make Work Easier

Likeliness to Recommend

Pros

Ravi P.

Pretty Easy And Efficient CX Platform

Likeliness to Recommend

Pros

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Feature Ratings

Call Recording

Knowledge Management

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Breadth of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support