Gladly Inc

Gladly

Composite Score

7.7 /10

CX Score

8.1 /10

25 Reviews Write a Review

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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.

88 Likeliness to Recommend

100 Plan to Renew

84 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.

+94 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?

3% Negative

0% Neutral

97% Positive

Pros

Efficient Service
Inspires Innovation
Caring
Saves Time

Feature Ratings

Average 79

Customer Self Service Capabilities

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Agent Collaboration

Intelligent Search

Customer Service Knowledge Management

Mobile Customer Care

Multi Channel Support

Customer Community Management

Analytics and Reporting

Vendor Capability Ratings

Average 80

Ease of Implementation

Quality of Features

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created

Vendor Support

Also Featured in...

Contact Center as a Service - Midmarket

Score 7.7

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Gladly Screenshots

Gladly Videos

Gladly Reviews

Courtney Anne N.

Role: Industry Specific Role
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

Great to use, but glitches do pop up from time to.

Likeliness to Recommend

9 /10

What differentiates Gladly from other similar products?

The ability to jump between channels so efficiently. Display of unanswered tickets.

What is your favorite aspect of this product?

Being able to send a ticket directly to another agent.

What do you dislike most about this product?

Glitches. If I have declined a ticket, it is sometimes still routed back to me.

What recommendations would you give to someone considering this product?

Work out the flow of how tickets are assigned.

Pros

Reliable
Trustworthy
Respectful
Acts with Integrity

Cons

Commodity Features
Less Generous

Christopher C.

Role: Human Resources
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Support speed has improved using Gladly

Likeliness to Recommend

9 /10

What differentiates Gladly from other similar products?

Thanks to Gladly's intuitive interface, I can easily collaborate with clients as the platform constantly provides me with the data I need. That is fantastic!

What is your favorite aspect of this product?

No matter what channel you're using, it's always easy to go back to a member's previous concerns or communications. Merging member accounts is also very easy in case they have misspelled or want to contact us by phone.

What do you dislike most about this product?

The control panel doesn't sit well with me. This section needs to be fixed. If a member has responded but we haven't responded yet, I think it would be helpful to provide a color code.

What recommendations would you give to someone considering this product?

Have members contact us through the various methods we offer. There was a significant improvement in our ability to access past conversations between members and representatives, particularly over the phone.

Pros

Continually Improving Product
Enables Productivity
Efficient Service
Saves Time

Satyanarayen R.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2023

A good customer service tool

Likeliness to Recommend

8 /10

What differentiates Gladly from other similar products?

Gladly's Chat is working amazingly for us and it has made our customer's queries solved faster. Integrated easily with our product. Automatic responses by bots are good and a huge time-saving. Bringing all the customer queries in one place makes the process easier. URL Tracking has been appreciated by many of our customers.

What is your favorite aspect of this product?

URL Tracking Chat Throttling Proactive Chat

What do you dislike most about this product?

Sometimes notification is annoying. It hides the information on the screen

What recommendations would you give to someone considering this product?

For chat Native built-in chat support, you can go for it.

Pros

Reliable
Helps Innovate
Enables Productivity
Unique Features

Gladly

What is Gladly?

Company Details

Book a Free Demo Today!

Gladly Ratings

88 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+94 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

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Community Management Creation and management of branded and focussed user communities.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

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.

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

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

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.

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.

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.

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.

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.

Also Featured in...

Contact Center as a Service - Midmarket

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

Courtney Anne N.

Great to use, but glitches do pop up from time to.

Likeliness to Recommend

Pros

Cons

Christopher C.

Support speed has improved using Gladly

Likeliness to Recommend

Pros

Satyanarayen R.

A good customer service tool

Likeliness to Recommend

Pros

Feature Ratings

Customer Self Service Capabilities

Contact Center Integration

Agent Scripting

Customer Service Workflow Management

Agent Collaboration

Intelligent Search

Customer Service Knowledge Management

Mobile Customer Care

Multi Channel Support

Customer Community Management

Analytics and Reporting

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created

Vendor Support