This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Gladly Inc

Gladly

Composite Score

7.7 /10

CX Score

8.1 /10

17 Reviews Write a Review

What is Gladly?

Gladly is a people-centered customer service platform with all channels built-in. Unlike legacy Customer service platforms that are ticket or case-based, Gladly is designed with people at the center and uniquely enables a single lifelong conversation with your customers. Gladly powers some of the most innovative consumer companies like Crate & Barrel, JOANN, and TUMI to make customer service a competitive advantage.

Company Details

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

86 Likeliness to Recommend

93 Plan to Renew

86 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

Emotional Footprint Overview

Product Experience:: 93%
Negotiation and Contract:: 94%
Conflict Resolution:: 94%
Strategy & Innovation:: 99%
Service Experience:: 94%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Gladly?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Feature Ratings

Average 83

Call Recording

Knowledge Management

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Breadth of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support

Gladly Reviews

Ankita D.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

A Game Changer for Customer Support

Likeliness to Recommend

8 /10

What differentiates Gladly from other similar products?

Gladly stands out because it focuses on people, not tickets, making conversations feel more personal. It keeps all customer messages in one place, so it’s easy to follow up. The interface is clean and simple, which helps teams work faster. Unlike other tools, it’s built for real-time, human conversations.

What is your favorite aspect of this product?

My favorite thing about Gladly is how it keeps all customer conversations in one timeline, no matter the channel. It’s easy to see past messages and understand the full story. This helps give better, faster support. It makes both customers and agents feel more connected.

What do you dislike most about this product?

What I dislike most about Gladly is that it can sometimes be slow when loading past conversations. It also takes time to get used to all the features. Some basic reporting options feel limited. A few small improvements could make it even better.

What recommendations would you give to someone considering this product?

If you’re thinking about using Gladly, take some time to explore its features and get proper training. It’s great for teams that handle customer support on many channels. Make sure it fits your workflow and reporting needs. Overall, it’s a strong tool for personal and efficient customer service.

Pros

Trustworthy
Effective Service
Caring
Saves Time

AJAY KUMAR T.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

User-Friendly and Efficient

Likeliness to Recommend

8 /10

What differentiates Gladly from other similar products?

What is your favorite aspect of this product?

What do you dislike most about this product?

What recommendations would you give to someone considering this product?

Pros

Caring
Over Delivered
Helps Innovate
Continually Improving Product

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Apr 2025

Gladly is the true omni-channel winner!

Likeliness to Recommend

10 /10

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Latest Research

Gladly

What is Gladly?

Company Details

Need Assistance?

Gladly Ratings

86 Likeliness to Recommend

93 Plan to Renew

86 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Gladly?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Gladly Reviews

Ankita D.

A Game Changer for Customer Support

Likeliness to Recommend

Pros

AJAY KUMAR T.

User-Friendly and Efficient

Likeliness to Recommend

Pros

Gladly is the true omni-channel winner!

Likeliness to Recommend

Pros

Most Popular Gladly Comparisons

CloudTalk

XTIUM CCaaS

Aircall

UJET CCaaS

Twilio Flex

Vonage Contact Center

Title

Feature Ratings

Call Recording

Knowledge Management

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Breadth of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support