Gladly
Gladly - No more tickets. Customer-centric support software
Rating
4.7
feedback
27
chart
#3,086
All reviews
Rating Breakdown
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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.
June 1, 2022
Gladly is great. The chaos that was our former customer service set up is over. They were so great and patient setting us up. Everything is so much more organized and customers are being helped quickly without things falling through the cracks.
June 1, 2022
Gladly is the best helpdesk in the game right now. It's incredibly easy for agents to use which immediately translates into a favorable customer interaction. Our work rate essentially doubled overnight and our response times were cut in half. Gladly doesn't have many of the out of the box integrations that other help desks may have, but I believe their product team listens to feedback and is continually pushing new features. Their customer service far exceeds Zendesk's.
May 27, 2022
Completely transformed and streamlined our client care team. The way that agents can seamlessly switch between contact channels is very efficient. The implementation process is very thorough and the offerings can be tailored to match needs. We will be able to grow with gladly for a very long time!
May 25, 2022
We love Gladly here at Chirp, we are particular in love with the KPI metric and the amount of information it brings. Thank you Katie for the support and guiding us through our first few months using Gladly.
May 12, 2022
Gladly has been a critical part of improving the efficiency of our customer service department. We were so excited to make the switch and now that we have, we're so glad we did!
April 27, 2022
Gladly has positively changed how we are able to delight our customers by providing a one stop shop tool that is easy to use and geared towards providing an efficient and elevated interaction between agents and customers.
April 27, 2022
The integration was seamless, and the usability requires zero training. The additional visibility has allowed our team to be even more agile in our day to day.
April 1, 2022
I am truly a huge Gladly fan. It is revolutionary for efficiency, while not losing sight of the customer experience. Highly recommend!
March 7, 2022
I use Gladly to help our CX team provide an omnichannel customer experience. I really like the live boards and "people match" feature. It would be nice if Gladly integrated with more platforms and had a real-time feature that allowed you to segment new, open, and closed conversations based on criteria/topics.
Feb. 28, 2022
Gladly's Shopify integration is easy to manage and saves our customer care agents time by seamlessly transferring information they need to quickly and accurately provide service.
Feb. 28, 2022
User friendly interface, amazing support team, and customer profiles log all forms of contact (email, phone, SMS, live chat) and order history, making it easy to review previous conversations and purchases in real time. Switching over to Gladly was a game changer and we’re so excited about the integration!
Feb. 25, 2022
We don't use all of the features, so can't speak to the integration as a whole, but we have really enjoyed how much easier Gladly has made it to see all of our Shopify data within individual customer conversations.
Feb. 23, 2022
We use this app to bridge all of our channels - phone, email, chat and SMS together to create a more easeful customer experience. Gladly allows a full view of the customer profile and previous conversations creating better efficiencies and more insightful, meaningful customer conversations.
Feb. 18, 2022
Our team really enjoys the conversation design of the CRM. Gladly is very open to feedback and very responsive to our support requests. We are excited to see new integrations happening and to be a part of those innovations. We believe as Gladly continues to grow and develop it will have a great positive impact on our company as we scale.