Gladly for Shopify

Gladly

Gladly - No more tickets. Customer-centric support software

Developer
View on App Store

Rating

4.7

feedback

27

Reviews

chart

#2,801

Shopify

Reviews Over Time

App Ranking

Time spent using app

  • Less than an hour
    0%
  • Less than a day
    4%
  • Less than a month
    37%
  • Less than a year
    59%
  • More than a year
    0%

Reviews Summary

Gladly is highly praised by users for its ability to centralize all communication channels in one platform, providing a seamless experience for both agents and customers. The timeline view and conversation-focused design have been game-changers, allowing for efficient handling of customer interactions. Users appreciate the quick and responsive support from the Gladly team. However, some users have mentioned the need for additional features such as forwarding for social DMs, more detailed agent reporting, and options for partial refunds. Despite these minor suggestions for improvement, overall, Gladly has been instrumental in improving customer service efficiency and satisfaction for many businesses.

Highlights

Centralization of communication channels
Efficient handling of customer interactions
Responsive customer support
Suggestions for additional features
Improvement in customer service efficiency

Rating Breakdown

  • 5
    78% (21 ratings)
  • 4
    15% (4 ratings)
  • 3
    4% (1 ratings)
  • 2
    0% (0 ratings)
  • 1
    4% (1 ratings)
Review RSS Feed Review RSS Feed

All reviews

5 / 5 Share

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!

Using app

4 months

Total reviews

4

Average rating

5.0

5 / 5 Share

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.

Using app

5 months

Total reviews

8

Average rating

5.0

5 / 5 Share

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.

Using app

About 2 months

Total reviews

3

Average rating

5.0

5 / 5 Share

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.

Using app

21 days

Total reviews

4

Average rating

5.0

5 / 5 Share

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.

Store

TA3SWIM

Using app

3 months

Total reviews

5

Average rating

3.4

All reviews

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