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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87 Likeliness to Recommend
100 Plan to Renew
84 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+92 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
Intelligent Search
Agent Scripting
Multi Channel Support
Agent Collaboration
Mobile Customer Care
Contact Center Integration
Customer Community Management
Customer Service Knowledge Management
Analytics and Reporting
Vendor Capability Ratings
Ease of Implementation
Breadth of Features
Ease of Data Integration
Quality of Features
Usability and Intuitiveness
Business Value Created
Ease of IT Administration
Ease of Customization
Product Strategy and Rate of Improvement
Availability and Quality of Training
Vendor Support
Gladly Reviews
ROHITH B.
- Role: Operations
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Oct 2022
Easy to use and helpful
Likeliness to Recommend
What differentiates Gladly from other similar products?
Easy to use and helpful
What is your favorite aspect of this product?
happy and easy and better one
What do you dislike most about this product?
nothing all good
What recommendations would you give to someone considering this product?
nothing all good
Pros
- Helps Innovate
- Efficient Service
- Effective Service
- Inspires Innovation
Cons
- Less Performance Enhancing
- Commodity Features
- Less Productive
Ravi P.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Pretty Easy And Efficient CX Platform
Likeliness to Recommend
What differentiates Gladly from other similar products?
Accidental disconnections can be quickly restored. Your customer number is attached to your Gerne screen for easy reconnection. Using tasks greatly increases follow-up opportunities. Having all channels (phone, chat, SMS, email, social media) on one platform is great. The timeline saves a lot of time because agents don't have to search for past communications. This improves efficiency, performance, and SLAs.
What is your favorite aspect of this product?
I love the timeline where I can see all of the customer's past interactions and communications. No need to search, saves a lot of time and frustration for both customers and agents. You can also leave notes, and create tasks, live boards, and reports. All of the client's past and present conversations are combined into one record to help you follow up on responses and options or solutions provided by previous representatives.
What do you dislike most about this product?
I honestly don't have any dislike for Gladly. It's very easy and doesn't take long to do everything you need. You can work and manage tasks at the same time.
What recommendations would you give to someone considering this product?
I would like to recommend this product because it is a user-friendly and efficient CX platform. All the conversations are present on a single platform which helps to take follow-ups on responses.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Efficient Service
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Very Beneficial And Helpful To Make Work Easier
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Efficient Service