Gladly: CX AI built for LTV
The only CX AI that resolves, not deflects, and grows...
Rating
4.7
feedback
28
chart
#1,610
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Reviews Summary
Gladly is a highly praised app by ecommerce merchants for its ability to revolutionize customer support and provide a seamless experience for both agents and customers. Users appreciate the platform's user-friendly interface, quick actions, and the consolidation of all communication channels in one place. The timeline view and conversation-focused design have been game-changers, allowing for efficient handling of inquiries and preventing duplicate responses. The support team is commended for being responsive and helpful in addressing any issues that arise. However, some users mention that Gladly's features are more tailored towards large enterprises, which can be overwhelming for smaller teams. Additionally, there are suggestions for improvements such as adding more actions like partial refunds and enhancing integrations with other platforms.
Highlights
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All reviews
Jan. 22, 2026
Gladly is a great app and a vast improvement over the previous one we were using that begins with a G and ends with an S. The only reason for 4 rather than 5 stars is that we are a small team and Gladly is primarily designed for large / enterprise companies. We've made it work and are happy, but if you're a small team just keep that in mind, it takes some weeding through the irrelevant enterprise level features to get it optimized.
Dec. 8, 2025
Great app and connection with Shopify. We love the quick actions and the imagery and details that flow through to Gladly to help our CX team handle inquiries even quicker!
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.
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