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Gladly

Reviews of Gladly

4.8 (126)
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Provider data verified by our Software & Services Research team, and reviews moderated by our Reviews Verification team. This page was last updated on January 15th, 2025.
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Pros

  • I use it every day, to answer to the customer and I give my best to help them and gadly helps me to do that so easy.

  • I love the overall Seamless experience between the agent and the customer in this Software. The usability by the customers and agents and the compatibility of this to our Platforms and company.

  • I love the merging feature and enjoy the ease of having all communication for one customer in one 'conversation. The canned actions are great too.

  • Great, it's fast it's easy it's gladly. My first year as a call center agent and it's been great and a lot of that is because of gladly.

Cons

  • The software can lag at times when sending emails.

  • The cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel.

  • My least favorite would be that some emails get sent to the wrong department.

  • Inability to use external signatures in Gladly.

Showing Most Helpful

Showing 25 of 126 reviews

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Drew C. avatar
Drew C.
Director of Operations and CX
Retail, 10,001+ employees
Used the software for: 1-2 years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
June 28, 2020

"Gladly - You'll be glad you did!"

Overall: Gladly is a phenomenal company to partner with. Their software is a leader in this space and the team supporting it truly partners with their customers for success. From the sales process, to implementation and even post install support I have always felt like I was the most important customer to Gladly. My guess is all of their customers feel the same way I do!

Pros: Gladly is an easy to use, all in one software that allowed us to eliminate multiple, fragmented products we used previously to support our customers. Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.

Cons: No real cons to report as anything I felt would make my teams experience better on Gladly they implemented shortly after I recommended it.

Kenjie Y.
Warehouse Coordinator - T3
Cosmetics, 501-1,000 employees
Used the software for: 1-2 years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
September 15, 2022

"Very useful and convenient"

Overall: The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall and it made the work easier 10x folds.

Pros: The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.

Cons: The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.

Switched From: Zendesk Suite
Reasons for Switching to Gladly: Because of the cost and there were a lot of issues with the app.
Missy N.
Customer Service Rep
Retail, 501-1,000 employees
Used the software for: Less than 6 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
5/10
Reviewer Source
Source: Capterra
January 31, 2023

"My Daily Gladly Use"

Overall: My overall experience with Gladly has been amazing. It seems like anything I looking for in Gladly it is always easy for me to locate. Gladly is a very user friendly system

Pros: The input call buttons, the answer question button, the text messages. I really just like the entire setup of Gladly

Cons: I really don't know of any any features that I just don't like about Gladly

Rica Mae A.
Quality Assurance
Consumer Services, 201-500 employees
Used the software for: 6-12 months
Overall Rating
4.0
Ease of Use
3.0
Customer Service
5.0
Features
3.0
Value for Money
4.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
October 12, 2022

"QA Specialist POV of Gladly"

Overall: I am specialize to check for every interaction of our representatives with the customers to ensure that we are providing quality conversations while performing the correct processes and following the policies of the company.

Pros: What I like about this product is we can close out a ticket once we finished the conversation. We no longer need to go to a different tab to close a ticket. Additionally, I love that it has SMS and can track history of the member's purchases.

Cons: We cannot see when and who updated the Gladly Profile of the member.

Reasons for Choosing Gladly: Gladly is very easy to use and user-friendly. Has most of the features we need to run the customer service we want.
Switched From: Zendesk Explore
Reasons for Switching to Gladly: We saw an opportunity to lessen the workload of the representative for every ticket they cater.
John Edgar B.
Director CX
Consumer Services, 501-1,000 employees
Used the software for: 6-12 months
Overall Rating
4.0
Ease of Use
5.0
Customer Service
5.0
Features
4.0
Value for Money
4.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
September 16, 2022

"Feedback"

Overall: Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients

Pros: Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time

Cons: for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk

Reasons for Choosing Gladly: superior product
Switched From: Talkdesk and Zendesk Suite
Reasons for Switching to Gladly: Having all conversations with the member in 1 thread.
Benny D.
Director of Customer Experience
Food & Beverages, 51-200 employees
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
September 22, 2022

"Would not use any other Platform"

Overall: Great! This helps us be more efficient and put our customers first.

Pros: It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.

Cons: Not anything I would call out. I have been an Admin for years across two companies and have no complaints.

Alternatives Considered: CXone Mpower, Freshdesk, Gorgias and Kustomer
Reasons for Choosing Gladly: I felt Gladly would be more scalable, made sense with price and would be more efficient.
Switched From: Zendesk Suite
Giamae L.
Billing Manager
Consumer Goods, 501-1,000 employees
Used the software for: 1-2 years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
October 11, 2022

"The Most User-Friendly Tool"

Overall: So far after our transition from the previous tool,

Pros: The feature I like the most is the Task. We are able to tag and set due dates on tasks which is really helpful for us to be more efficient. Conversations from different channels from the same user also show in one conversation only. Lesser tickets for us

Cons: The least favorite thing for me is that when the tool is idle it does not auto close or keep open

Switched From: Zendesk Talk and Zendesk Suite
Reasons for Switching to Gladly: We heard a lot of amazing features about Gladly.
Ricardo R.
supervisor
Telecommunications, 1,001-5,000 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
4.0
Features
4.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
December 22, 2022

"Gladly review"

Overall: Good experience overall missing a few details

Pros: The full visibility on what the agents are doing and the easy reporting.

Cons: The fact that i cant log people from my admin account

Alternatives Considered: Zoiper
Reasons for Choosing Gladly: simple, easy to use and it teaches you how to be used
Verified Reviewer
Manager
Consumer Services, 201-500 employees
Used the software for: Less than 6 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
February 3, 2022

"Loving Gladly"

Overall: Gladly is an amazing product. It provides unparalleled visibility into the customer experience. It is also super intuitive as a user. I love the callback function- it makes it so easy to call a customer back. I also love the answers feature!!

Pros: The interface and user experience for Gladly is unmatched. It makes it so easy to ensure that customers have had great experiences and uncover opportunities for agent improvement. I love the task creation process- it makes it so easy to track!

Cons: I wish the reporting had options to customize fields to reduce load time.

Verified Reviewer
Team Lead
Telecommunications, 501-1,000 employees
Used the software for: Less than 6 months
Overall Rating
5.0
Ease of Use
4.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
October 11, 2022

"User-Friendly"

Overall: Smooth Transaction!

Pros: It has GLADLY ACADEMY COURSES. It's easier to understand the process because the platform provides its own training and progress.

Cons: Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.

Rutchie Mae F.
Quality Assurance Analyst
Outsourcing/Offshoring, 501-1,000 employees
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 19, 2023

"Gladly as the most innovative Software - Connecting Customers with Tickets"

Overall: I love the overall Seamless experience between the agent and the customer in this Software. The usability by the customers and agents and the compatibility of this to our Platforms and company.

Pros: I like the Features of this Customer Service Software. The ticketing feature wherein we can handle multiple channels of communication. It has Complete customer service systems. This customer service platform has all of the features you need in a single platform and Gladly has it all.

Cons: I believe that not all customer service software is created equal- nor perfect but looking forward to how Gladly innovates more in the future.

Kat J.
Customer Relations Manager
Consumer Goods, 51-200 employees
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 13, 2022

"Gladly is a game changer for CX teams"

Overall: One word - TERRIFIC

Pros: The pricing works for our small team, it was easy to launch, support is responsive and helpful. We also love the reporting features and customer-centric view, especially in these days when customers have many options on how to contact us. Whether it's a phone call, text or chat, it's all visible in one customer view.

Cons: I would like to have the ability to edit the Topic on a closed conversation.

Reasons for Choosing Gladly: The pricing and the customer-centric view.
Drake L.
Customer Care Specialist
Telecommunications, 51-200 employees
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 11, 2023

"GLADLY REVIEW - The new trend"

Pros: Gladly is one of the easiest tools to navigate that I have used. The instructions are very clear and concise.

Cons: The design is not that appealing but I believe Gladly is always looking for ways to better their services.

Jessie T.
customer experience associate
Apparel & Fashion, 501-1,000 employees
Used the software for: 1-2 years
Overall Rating
4.0
Ease of Use
5.0
Customer Service
5.0
Features
4.0
Likelihood to Recommend
8/10
Reviewer Source
Source: Capterra
July 11, 2022

"Gladly keeps things organized!"

Pros: As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.

Cons: Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.

Berlin A.
Servicing Strategy Coordinator Lead
Retail, 51-200 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
4.0
Features
5.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
September 12, 2022

"Gladly Review"

Overall: So far, the experience is good. Gladly support is always there to assist!

Pros: I like the single-thread feature. It makes checking member contact history easier. I also like how gladly is set up, it's very user friendly.

Cons: No Chat transcript - Hopefully they add that feature in the future. No mobile app. If gladly can have a mobile app, it's easier to monitor the queue while your away from your computer.

Gloria S.
Lead Customer Service
Retail, 1,001-5,000 employees
Used the software for: 1-2 years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 13, 2022

"Gladly review"

Overall: I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist customers

Pros: I love this software because of the many used and quality interactions

Cons: Every once in a while it kicks me out and I have to restart and search for customer I was working with

David H.
Customer Care Supervisor
Consumer Services, 201-500 employees
Used the software for: Less than 6 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
December 13, 2022

"Great hollistic customer service interface."

Overall: It is helping us distribute the interaction load between several departments, tiers and agents, also the addition of a digital calling interface that cannot be tampered with.

Pros: The way the system integrates tasks, comments, notes and pings to be able to fully assist a customer, even between various different departments to finish the interaction properly and timely.

Cons: I think that Liveboards could be improved regarding the refresh rate of the several statuses of logged in agents, specially when it is about "idle" times that could impact operations in a meaningful way.

Jose E.
Customer Service Agent
Furniture, 201-500 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
December 27, 2022

"Gladly Is a very easy to use software and at the same time is a powerful software. "

Overall: thanks to Gladly we are more efficient and we have happy customers.

Pros: user-friendly, very easy to use, a lot of features that make this software so flexible.

Cons: sometimes the software gets frozen or some other people gets in your interactions but that is just happens few times.

Anthony L.
CXO
Health, Wellness and Fitness, 1,001-5,000 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
March 9, 2022

"CXO Anthony"

Overall: My overall experience with this system is fantastic I never to seem to run into any problems since I started using it.

Pros: How easy it is to navigate through the system and how easily you can connect to customer info and the amount of info the system can hold without glitches.

Cons: I find the system to operate perfectly and for it to be able to pull up info fast.

Kamila P.
CS VIP manager
Health, Wellness and Fitness, 201-500 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
4.0
Value for Money
4.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 13, 2022

"Gladly review"

Overall: very pleased with the experience thus far!

Pros: Easy to use, very user friendly. Easy to manage the Team

Cons: inability to use external signatures in Gladly.

Reasons for Choosing Gladly: because it was easy to use, nagivate, manage
Reasons for Switching to Gladly: to improve overall CS experience
Jr L.
Tools and Systems Coordinator
Health, Wellness and Fitness, 51-200 employees
Used the software for: 6-12 months
Overall Rating
4.0
Ease of Use
4.0
Customer Service
4.0
Features
5.0
Value for Money
4.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
September 21, 2022

"Gladly - Easy to understand tool for everyone"

Overall: Overall, I will really recommend Gladly compared to other tools since this tool gives more confidence to users that helps improve productivity daily.

Pros: I like how easy to understand the feature of this software in a way that the training team can easily be trained for them to share the knowledge with Agents. I also like the functions they can offer to us like SMS+Chat and Social media messages.

Cons: So far, the reporting part has incomplete functions /filters that can be added so that it can improve the way reporting works.

Switched From: Zendesk Suite
Reasons for Switching to Gladly: Cost of licenses.
Jane V.
Customer Service Lead
Retail, 1,001-5,000 employees
Used the software for: 1-2 years
Overall Rating
4.0
Ease of Use
4.0
Customer Service
4.0
Features
4.0
Value for Money
4.0
Likelihood to Recommend
7/10
Reviewer Source
Source: Capterra
January 13, 2022

"Work in Progress"

Overall: Mostly good.

Pros: It seems to be adaptable to our needs. Sometimes there are too many features that we don't use.

Cons: Occasional glitches (need to reboot) but that is rare.

Switched From: CXone Mpower
Reasons for Switching to Gladly: Not sure -- company decision.
Erica A.
Customer Experience
Consumer Services, 501-1,000 employees
Used the software for: Less than 6 months
Overall Rating
5.0
Ease of Use
5.0
Features
5.0
Value for Money
5.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
September 23, 2022

"My Gladly Truth!"

Overall: The only problem I have had with Gladly is not being able to merge all customers correctly, other than that I love Gladly and using it.

Pros: I like that it can interact with other systems and I have not experienced any lag times or times of trying to find a customer when I need fast access

Cons: Sometimes not all customers merge even with the use of the correct information we need to pull them up.

Rebecca J.
Travel Agent
Non-Profit Organization Management, 51-200 employees
Used the software for: 2+ years
Overall Rating
5.0
Ease of Use
5.0
Customer Service
5.0
Features
4.0
Value for Money
5.0
Likelihood to Recommend
10/10
Reviewer Source
Source: Capterra
January 13, 2022

"Gladly thoughts"

Overall: I like gladly because Its easy to connect with our customers. All the information is in one place

Pros: I like that all the information is in once place. Makes my job way easier!

Cons: You can't unmerge a customer once accidentally linked or merged

Reannah V.
Customer Care Agent
Consumer Goods, 51-200 employees
Used the software for: 6-12 months
Overall Rating
5.0
Ease of Use
5.0
Features
5.0
Likelihood to Recommend
9/10
Reviewer Source
Source: Capterra
June 30, 2022

"The most functional software to keep tabs closed"

Overall: We're definitely accessing more customers at a quicker pace with Gladly! It has streamlined our workflow significantly compared to previous softwares

Pros: Gladly offers so much within its interface, and it removes the need to have multiple tabs open! The interface is extremely user friendly

Cons: There are small learning curves with the different options that are provided with Gladly, some of which can be difficult to find instructions for online