Gladly Inc

Gladly

Composite Score

7.5 /10

CX Score

7.9 /10

22 Reviews Write a Review

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What is Gladly?

Gladly is a people-centered customer service platform with all channels built-in. Unlike legacy Customer service platforms that are ticket or case-based, Gladly is designed with people at the center and uniquely enables a single lifelong conversation with your customers. Gladly powers some of the most innovative consumer companies like Crate & Barrel, JOANN, and TUMI to make customer service a competitive advantage.

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.

87 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.

+92 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?

4% Negative

0% Neutral

96% Positive

Pros

Efficient Service
Inspires Innovation
Caring
Saves Time

Feature Ratings

Average 78

Customer Self Service Capabilities

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Contact Center Integration

Multi Channel Support

Agent Collaboration

Customer Service Knowledge Management

Mobile Customer Care

Customer Community Management

Analytics and Reporting

Vendor Capability Ratings

Average 78

Ease of Implementation

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Business Value Created

Ease of IT Administration

Ease of Customization

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Gladly Reviews

Haocheng L.

Role: Student Academic
Industry: Telecommunications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Oct 2024

Decent Product with Promising Features

Likeliness to Recommend

6 /10

What differentiates Gladly from other similar products?

Glady focuses more on customer experiences and provides an environment for team collaboration.

What is your favorite aspect of this product?

Its customer-centric approach focuses on building relationships with the customers. I like how the support staff answer questions in a friendly manner.

What do you dislike most about this product?

When I first used the app, I found the interface overwhelming and difficult.

What recommendations would you give to someone considering this product?

Before using the product, understand your goals and how to integrate your business plans into the application.

Pros

Helps Innovate
Enables Productivity
Trustworthy
Effective Service

Yosigey M.

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

Validated Review

Verified Reviewer

Submitted Oct 2024

I love this product easy to used

Likeliness to Recommend

10 /10

What differentiates Gladly from other similar products?

Instead of organizing interactions by case or ticket number, Gladly organizes customer information by person. This means that every interaction, regardless of channel (email, SMS, chat, social media, etc.), appears as part of a single thread, helping agents understand each customer’s history and preferences quickly.

What is your favorite aspect of this product?

My favorite aspect of Gladly is its people-centered approach, where every interaction is tied to a single customer profile instead of individual tickets. This setup really allows agents to get to know each customer personally, viewing their entire history across all channels in one seamless thread. It’s an empowering approach that keeps conversations flowing naturally, helping agents offer more personalized support without the customer having to repeat themselves. This makes support feel more like a true relationship-building experience than a series of disconnected interactions—a big win for both customers and support teams!

What do you dislike most about this product?

The main drawback of Gladly is that, while it excels at personal, people-centered support, it lacks some of the deeper reporting and analytics features available in more traditional ticket-based systems. For teams heavily reliant on detailed performance metrics or specialized case management tools, this could feel limiting. Additionally, Gladly's unique approach may require more training time for teams transitioning from ticket-based systems, as the interface and workflow differ significantly. While the people-centric design has many benefits, it might take some adjustment for teams used to conventional support setups.

What recommendations would you give to someone considering this product?

Gladly is ideal for companies that emphasize customer relationships and seamless, personalized interactions. If your team values connecting with customers over tracking individual cases, it’s a great fit. However, if complex reporting is a priority, you might want to supplement Gladly with additional analytics tools.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Gladly

What is Gladly?

Company Details

Book a Free Demo Today!

Gladly Ratings

87 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 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.

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

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

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

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

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

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

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).

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

Gladly Reviews

Haocheng L.

Decent Product with Promising Features

Likeliness to Recommend

Pros

Yosigey M.

I love this product easy to used

Likeliness to Recommend

Pros

Courtney Anne N.

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

Likeliness to Recommend

Pros

Cons

Feature Ratings

Customer Self Service Capabilities

Customer Service Workflow Management

Agent Scripting

Intelligent Search

Contact Center Integration

Multi Channel Support

Agent Collaboration

Customer Service Knowledge Management

Mobile Customer Care

Customer Community Management

Analytics and Reporting

Vendor Capability Ratings

Ease of Implementation

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Business Value Created

Ease of IT Administration

Ease of Customization

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement