Gladly: AI Shopping Assistant
Overall, the reviews are strongly positive. Most merchants say Gladly has improved their customer support operations by replacing ticket-based workflows with a conversation-first model, making it easier for agents to manage omnichannel communication in one place. Common praise includes the Shopify integration, the visibility of customer history and order data, the ease of onboarding, and the responsiveness of the Gladly support and success teams. Many reviewers also report measurable operational gains such as faster response times, better organization, higher agent adoption, and improved customer experiences. The main criticisms are about fit, depth, and cost. Several reviewers note that Gladly feels geared more toward larger or mid-size teams than very small teams, and some mention that certain features require custom development or are not as advanced as competing tools in specific areas. A few users want more integrations and more robust workflow actions, such as partial refunds, order actions, better reporting, and additional conversation segmentation. There are also isolated complaints about bugs, delayed Shopify data syncing, and pricing or contract requirements that feel restrictive. Even so, most reviewers still describe the product as valuable and improving over time.
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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.
Thanks for sharing! We've received similar feedback over the last few months, which is why we just launched a version of Gladly built specifically for smaller businesses. It's completely free for 30 days and you only pay when Gladly resolves a customer issue after that. Thank you again for the review!
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!
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!
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.
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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