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Gladly Inc

Gladly

Composite Score
7.6 /10
CX Score
8.0 /10

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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Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gladly.

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

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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?

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3% Negative
0% Neutral
97% Positive

Pros

  • Efficient Service
  • Inspires Innovation
  • Caring
  • Saves Time

Feature Ratings

Average 79

Customer Self Service Capabilities

83

Customer Service Workflow Management

81

Contact Center Integration

79

Agent Scripting

79

Agent Collaboration

79

Customer Service Knowledge Management

79

Intelligent Search

78

Multi Channel Support

78

Analytics and Reporting

77

Mobile Customer Care

77

Customer Community Management

76

Vendor Capability Ratings

Average 79

Ease of Implementation

87

Quality of Features

80

Breadth of Features

80

Usability and Intuitiveness

80

Ease of Data Integration

80

Ease of IT Administration

79

Availability and Quality of Training

79

Ease of Customization

78

Business Value Created

78

Product Strategy and Rate of Improvement

76

Vendor Support

75

Gladly Reviews

ROHITH B.

  • Role: Operations
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2022

Easy to use and helpful

Likeliness to Recommend

9 /10

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
  • Role: Student Academic
  • Industry: Communications
  • Involvement: IT Development, Integration, and Administration
Validated Review
Anonymous Reviewer

Submitted Sep 2022

easy to use and fantastic feature.

Likeliness to Recommend

9 /10

Pros

  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity
  • Inspires Innovation

Kevin V.

  • Role: Operations
  • Industry: Retail
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Oct 2022

Fantastict product, very user friendly! 👍🏻👍🏻💯

Likeliness to Recommend

10 /10

What differentiates Gladly from other similar products?

Compare to zendesk, gladly is more convenient to use as the conversation was under the same thread which kinda beneficial to pur team

What is your favorite aspect of this product?

The fact that the features of gladly is a newbie friendly tool and this would be a great help to our team

What do you dislike most about this product?

It would be best if we could customize the notification settings of gladly

What recommendations would you give to someone considering this product?

If they are looking for an affordable tool yet useful and user friendly, this tool would be the best one

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity
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