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

7.6 /10

CX Score

8.0 /10

23 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.
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

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

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?

3% Negative

0% Neutral

97% Positive

Pros

Efficient Service
Inspires Innovation
Caring
Saves Time

Feature Ratings

Average 80

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

Average 79

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

Also Featured in...

Contact Center as a Service - Midmarket

Translation missing: en.product_page.ratings.score 7.7

View Gladly in this category (opens in a new tab)

Gladly Videos

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

Latest Research

Gladly

What is Gladly?

Company Details

Need Assistance?

Gladly Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+93 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

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

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.

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

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

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.

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.

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.

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.

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.

Also Featured in...

Contact Center as a Service - Midmarket

Gladly Videos

Gladly Product Demo

Gladly Reviews

ROHITH B.

Easy to use and helpful

Likeliness to Recommend

Pros

Cons

easy to use and fantastic feature.

Likeliness to Recommend

Pros

Kevin V.

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

Likeliness to Recommend

Pros

Title

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