
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.
Download the entire Product Scorecard
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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
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
- Role: Student Academic
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2022
easy to use and fantastic feature.
Likeliness to Recommend
Pros
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
- Inspires Innovation

Kevin V.
- Role: Operations
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Oct 2022
Fantastict product, very user friendly! 👍🏻👍🏻💯
Likeliness to Recommend
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