Gladly: AI‑Powered CX Platform
Gladly | CX software built around customers, not tickets
Rating
4.8
feedback
26
chart
#2,832
Reviews Over Time
App Ranking
Time spent using app
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Less than an hour
0%
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Less than a day
0%
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Less than a month
38%
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Less than a year
62%
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More than a year
0%
Reviews Summary
The reviews for the Gladly Shopify App are overwhelmingly positive, with users praising its ability to streamline customer service, provide a seamless omnichannel experience, and improve efficiency. Customers appreciate the timeline view, the conversation-focused design, and the ease of use for agents. The support team is highly responsive and helpful, making the transition smooth for many users. Some users mentioned the need for additional features like forwarding for social DMs, agent reporting breakdown by channel, and partial refunds. Overall, users are confident in the app's continuous improvement and are satisfied with the results.
Highlights
Review RSS Feed
All reviews
Sept. 12, 2022
I really love that all channels are available in one platform as well as the history of communication for each customer in one thread. That makes it so much easier for us to look into different issues and see customer behavior, interactions, and notes. The Gladly support team is also very quick and responsive to any issues that come up. Some feedback I have is that it would be nice if forwarding was also available for social DM’s, if agent reporting was able to be broken down by channel and average (for example, emails/hr), if a Create Order action was available in Gladly, partial refunds were an option in Gladly, and if people matching was available for calls. But overall, Gladly has been great and we're confident more improvements will be made over time. Our team is loving it so far!
June 27, 2022
Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.
June 22, 2022
Gladly allows us to give our customers the best experience possible while providing a system that is easy-to-use for agents and thoughtfully built. We have had a great experience with Gladly and want to give a huge shout-out to Melissa, our Customer Success Manager, for making our for journey better than we could have imagined. From launch to maintenance to optimization and planning, we have been very happy with our results and Gladly's continued support.
June 15, 2022
We just converted to Gladly and it was a very easy process to get the CRM set up and running. Highly recommended if you are in the market to streamline your customer service. All communication channels in one place, no tickets, just conversations. Agent adoption has been quickly and painless.
June 7, 2022
This is the best customer service platform out there, so easy to onboard and the "conversation" structure with customers really helps agents offer the best customer service experience. And none of those annoying tickets.
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