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
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Real user data aggregated to summarize the product performance and customer experience.
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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.
88 Likeliness to Recommend
100 Plan to Renew
85 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 89%
- Negotiation and Contract:
- 95%
- Conflict Resolution:
- 95%
- Strategy & Innovation:
- 89%
- Service Experience:
- 98%
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.
+93 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?
Pros
- Efficient Service
- Inspires Innovation
- Caring
- Saves Time
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Customer Service Workflow Management
Contact Center Integration
Agent Scripting
Agent Collaboration
Customer Service Knowledge Management
Intelligent Search
Multi Channel Support
Analytics and Reporting
Mobile Customer Care
Customer Community Management
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Breadth of Features
Usability and Intuitiveness
Ease of Data Integration
Ease of IT Administration
Availability and Quality of Training
Ease of Customization
Business Value Created
Product Strategy and Rate of Improvement
Vendor Support
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Gladly Reviews
Christopher C.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
Support speed has improved using Gladly
Likeliness to Recommend
What differentiates Gladly from other similar products?
Thanks to Gladly's intuitive interface, I can easily collaborate with clients as the platform constantly provides me with the data I need. That is fantastic!
What is your favorite aspect of this product?
No matter what channel you're using, it's always easy to go back to a member's previous concerns or communications. Merging member accounts is also very easy in case they have misspelled or want to contact us by phone.
What do you dislike most about this product?
The control panel doesn't sit well with me. This section needs to be fixed. If a member has responded but we haven't responded yet, I think it would be helpful to provide a color code.
What recommendations would you give to someone considering this product?
Have members contact us through the various methods we offer. There was a significant improvement in our ability to access past conversations between members and representatives, particularly over the phone.
Pros
- Continually Improving Product
- Enables Productivity
- Efficient Service
- Saves Time
Satyanarayen R.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2023
A good customer service tool
Likeliness to Recommend
What differentiates Gladly from other similar products?
Gladly's Chat is working amazingly for us and it has made our customer's queries solved faster. Integrated easily with our product. Automatic responses by bots are good and a huge time-saving. Bringing all the customer queries in one place makes the process easier. URL Tracking has been appreciated by many of our customers.
What is your favorite aspect of this product?
URL Tracking Chat Throttling Proactive Chat
What do you dislike most about this product?
Sometimes notification is annoying. It hides the information on the screen
What recommendations would you give to someone considering this product?
For chat Native built-in chat support, you can go for it.
Pros
- Reliable
- Helps Innovate
- Enables Productivity
- Unique Features
Marissa M.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2023
Tons of capabilities and easy to use!
Likeliness to Recommend
What differentiates Gladly from other similar products?
The ability to gain more insight on customers and their shopping habits. Gladly provides great options to integrate and incorporate different APIs, and this allows associates to provide amazing customer service.
What is your favorite aspect of this product?
It is easy for associates to use. You can learn as you use Gladly, and it is simple to learn new ways to use different features.
What do you dislike most about this product?
The reporting and analytics may not be 100% accurate at times.
What recommendations would you give to someone considering this product?
I recommend asking about the variety of features Gladly can offer. There are a lot of helpful features that can be implemented.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity