--- title: "Gladly Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Gladly the right Customer Service solution for you? Explore 140 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/156723/Gladly/reviews/" page_type: "reviews" language: "en" publication_date: "2026-11-03" --- Gladly 4.8 (140) [View alternatives](https://www.capterra.com/p/156723/Gladly/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated November 3rd, 2026 # Reviews of Gladly Ease of use 4.9 Customer Service 4.8 ## Pros and Cons in Reviews VP Vishvesh P Marketing ExecutiveHospital & Health Care, 2 - 10 employeesUsed the software for: 1-2 years. “Gladly's Empowering Enviroment improves customer service, enables more successful resolutions, reduces repeat contacts, and ultimately makes it easier for customers and staff to work together.“ August 31, 2026 VP Vishvesh P Marketing ExecutiveHospital & Health Care, 2 - 10 employeesUsed the software for: 1-2 years. “First off the web interface only allows the user to access one web-page (tab) will crash if you access another page. If two pages are open at the same time, the call will be disconnected after ringing for two seconds.“ August 31, 2026 SK Stephanie K Senior Director of Customer ServiceConsumer Goods, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity.“ February 17, 2026 VP Vishvesh P Marketing ExecutiveHospital & Health Care, 2 - 10 employeesUsed the software for: 1-2 years. “The website also has no personality or design that would make it fun for me and my team when dealing with irate customers.“ August 31, 2026 KV Kelly V Director of CXConsumer Services, 201 - 500 employeesUsed the software for: More than 2 years. “The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times.“ October 8, 2025 BR Brian R Vice President, Customer SupportBiotechnology, 11 - 50 employeesUsed the software for: 6-12 months. “There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching out to Support, those are not available.“ October 8, 2025 AD Ashley D Customer Experience ManagerApparel & Fashion, 11 - 50 employeesUsed the software for: 6-12 months. “The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks.“ October 8, 2025 JG Joseph G Customer Experience ManagerRetail, 11 - 50 employeesUsed the software for: 1-2 years. “What I did not like about Gladly was the reporting.“ October 13, 2025 ## Showing most helpful reviews Showing 1-25 of 140 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Shipra S. Information Technology Auditor Used the software for: Less than 1 year ### "Secure, Omnichannel Platform and a great collaboration." September 20, 2026 5.0 For mid-sized and larger businesses emphasizing data security and smooth customer interactions, Gladly offers incredible value and more. Though it might need a tiny extra training, the powerful feature of combining all the three (voice, chat and email) into a single secure collaborative workspace result in a very auditable and reliable IT asset for the contact centres of today. Pros Gladly's comprehensive security measures and access controls are quite impressive from an IT audit standpoint. Client delightful seamless omnichannel – call management, SMS and email were all integrated as a single thread per client, making team collaboration much easier. All handoffs are made along the same timeline, which means no loss of context. Cons Priority, time, and location-based conditions are moderately complex to set up for administrators. However, it adds up to value for money for enterprise teams, and could be too expensive for smaller teams. Also, the built-in e-mail capability is acceptable, though it might not be as advanced as one might want, as sometimes it is a bit lagging in terms of search filters when seeking through big data volumes of e-mails. Review Source Vishvesh P. Marketing Executive Used the software for: 1-3 years ### "Smooth Omnichannel Assistance Increased Brand Adoration." September 1, 2026 5.0 While this platform performs flawlessly at organizing customer communications and straightening out all chat content, its built-in data reporting function is far from sufficient to meet our marketing team’s needs. We have long hoped it would launch more in-depth analysis features, such as the ability to interpret the sentiment in customer communications, whether they are satisfied, impatient, or have concerns, and to directly tie the content of support conversations to the performance of specific marketing campaigns, to clearly calculate how many effective interactions those campaigns generated. Pros Our team particularly admires the customer service platform. Gladly at its core, it prioritizes customers themselves, instead of following the model of many older systems that split every customer inquiry into isolated work tickets, passing them one after another to different support agents to handle separately. Whether a customer sends a private message to the brand’s social media account, shoots an SMS to check on an order’s progress, writes an email to detail their problem, or calls directly to communicate, all these conversations scattered across different channels are automatically organized by the platform into a complete, coherent timeline, arranged clearly in chronological order. This eliminates the need for us to switch between five or six different systems to dig up records. Cons Thanks to this timeline that strings together all interactions, our entire team can fully grasp every customer’s complete experience interacting with our brand. From the first time a customer asked about the size of a product to a previous after-sales issue with a package, every past conversation is clearly stored in that single timeline. We no longer need to repeatedly confirm with customers, “Did you call in previously?” or hunt for old records scattered across different channels. We can pull up a customer’s full background at any time, so support agents can deliver personalized, thoughtful service instead of using generic, one-size-fits-all scripted lines. It also integrates perfectly with all our marketing activities; every conversation between an agent and a customer aligns with the brand’s unified tone and messaging, so customers never feel that the support team is a back-office department completely disconnected from the brand’s front-end marketing promotions. Instead, they feel that they are interacting with the same consistent brand from start to finish. Review Source R Reviewer customer service rep Used the software for: 3-5 years ### "GLADLY THE BEST TOOL FOR CUSTOMER SERVICE" April 6, 2026 5.0 Great! Its interface is very userfriendly, and oraganized. I would totally recommend t o take interactions. Pros It is a very use full tool to handle call, emails, and SMS, to bring the best help for our customers. Cons it should have more editing options for text on emails. but that is all is missing it is very complete. Review Source SK Stephanie K. Senior Director of Customer Service Used the software for: 3-5 years ### "Happy Gladly Customer" March 6, 2026 4.0 Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality. Pros One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. Cons The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. Review Source Kelly V. Director of CX Used the software for: 3-5 years ### "Gets the job done with great support" November 18, 2025 4.0 Overall, there were cons, but the pros did outweigh them. Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. Pros Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true! Cons There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. Review Source Taylor C. CXA Used the software for: 1-3 years ### "Review" August 17, 2022 3.0 6 out of 10 Pros Gladly is pretty reliable and easy to use Cons The ringtone of calls is horrible. Should be customizable Review Source Benjamin D. Sr. Director of Customer Experience Used the software for: 3-5 years ### "Admin for over 6 Years, incredibly happy" November 3, 2025 5.0 Overall, incredibly positive. We have used them for years, and it is a great platform. I have continued to renew with them. When you are a D2C eCommerce brand I would highly recommend. Pros It's a wonderful CX platform. We handle oall of our volume via Gladly. A lot of out of the box featuresand we also use their AI products. Cons Not much, overall really happy with the platform. I would never say no to a decrease in pricing even though I think the pricing is fair based on the market. Review Source Joseph G. Customer Experience Manager Used the software for: 1-3 years ### "Great service but could be better. " October 14, 2025 4.0 Our experience was good, but there are other platforms in the industry that can provide the same experience and more. Pros What I liked most about Gladly was the sleek design of the CRM. I was able to understand each conversation and find information quickly. Cons What I did not like about Gladly was the reporting. There were a few pieces of manual work that had to be done to see some key metrics and statistics that should have been readily accessible. I also did not like that we had not been reached out to by any Account manager during the life of the contract, and were strong-armed into renewing due to the run-around provided when trying to reach one. Review Source Ashley D. Customer Experience Manager Used the software for: Less than 1 year ### "Truly one-of-a-kind CX platform and Best on the Market!" October 10, 2025 5.0 Gladly has completely eliminated duplicate conversations for our team. With our previous CX platform, we constantly battled duplicates — customers reaching out via email, DMs, and text simultaneously. Now, because Gladly unifies every interaction under a single customer profile, we’re able to serve customers more efficiently and consistently meet our SLAs. On top of that, the Sidekick chatbot has been a huge asset. It helps customers with returns, order tracking, and other self-service needs, freeing up our agents to focus on higher-level, more personalized conversations that truly impact the customer experience. Pros Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. Cons The only thing I’d love to see improved is social media comment integration. Direct messages roll in seamlessly, but having comments pull in as well would make the platform’s social functionality truly complete. Review Source R Reviewer Director of Ecommerce Used the software for: 3-5 years ### "Gladly Solves the Multi-Threaded Mess of Customer Support" October 9, 2025 5.0 Overall our experience with Gladly has been a very positive one and we look forward to continue the long term partnership for years to come. Pros We love how Gladly unifies all customer interactions from every channel into a single, continuous conversation. It eliminates the confusion of juggling multiple threads and has proven to be far more efficient than other help desk platforms we've used. Cons While the AI optimization has been a bit slower compared to other help desks, our customers tend to prefer human interaction, so it hasn’t negatively impacted the overall experience. Review Source R Reviewer Customer Success Associate Used the software for: 1-3 years ### "I LOVE GLADLY" August 27, 2025 5.0 I really love gladly and I have had a great experience with it, especially using the admin level. I love the ease of being able to change things and make decisions, and everything is super user friendly Pros I really like the 360 view of the customer that you get with Gladly, and how you're able to easily navigate through the customer profile to see what's going on. I also like how all the actions with conversations are tracked so everyone can see what's going on with routing. Cons \-Showing agents’ name on the front end when customers are chatting in with them -Being able to assign answer audiences at an agent level when logged into admin, or a group level -When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on -When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not. Having their name as green or something would be helpful to know if they were available for that conversation type (or maybe just chat). -Being able to add a Hyperlink in a chat conversation message -Being able to have a customer or agent send a chat transcript to the customer -Being able to change idle time based on team groups, or some other factor than it being universal -Being able to change your agent status / if you are available for a specific channel when on a call. Right now, if an agent ends a call, they might possibly get a new call if they are not fast enough to change their availability for channels. -Having personal saved versions of Liveboards, like having different versions of a Liveboards with different teams and inboxes selected. -Being able to enter in dashes when searching phone numbers in the search bar. -Having agent names visible when chatting -Priority level for tasks -Only agents who are assigned a conversation should be able to respond, otherwise when an agent is on a conversation and declines, it stays there, and another agent could accept, but it looks like it may be assigned to the first agent, and then they can see that conversation. Only like an admin level should be able to write in those chats or emails if it’s not assigned to them. (I think it may be set this way because they are assigned to that inbox and if someone is gone then someone else can go in and respond to that). -Be able to add scheduled holiday time for chats to be open, like the IVR. -Ability to duplicate rules to create other rules off of, or change them for specific agents -Reporting for answers to be able to combine data for who is using what report at what specific time, and to show the actual agent name and not the agent ID Review Source R Reviewer Senior Director Sales Marketing Used the software for: 1-3 years ### "Glady - A Customer Management System" August 29, 2023 4.0 Because of Gladly, I am able to give excellent support to my clients. Since it stores crucial data about each client in an easily accessible profile, it allows me to give superior service without wasting time. Pros The fact that the Gladly platform works so well with my other programs makes it my favorite. It's a must in my office because of how well it coordinates many activities and how intuitive the UI is. The time-saving features are second to none; being able to switch between projects on the fly has saved me and my coworkers many hours that we would have otherwise spent paging through notes or switching between internet tabs. In my opinion, this is one of Gladly's most useful features that we can't live without. Cons While I have few legitimate gripes, I would suggest adding some lighthearted touches to the design of the website in order to keep myself and my coworkers cheerful when dealing with irate customers. In addition, having a distinct layout will keep certain employees from getting bored during sluggish periods. Review Source R Reviewer Custom Diet Plan Trainer Used the software for: 1-3 years ### "Highly recommend Gladly! " November 3, 2025 5.0 I highly recommend the product! Super easy to use and it allowed me to also keep notes all in one place so I could see what was going on with my clients. Pros I liked that I could see all emails from everyone in the company. I could trace everything back from my convos and anyone else, which was super helpful when talking with the clients. Cons Honestly, I really liked the platform and can't think of anything that I didn't like. It was very functional and easy to use. Review Source TG Tracee G. Customer Care Coordinator Used the software for: 3-5 years ### "Glad to use Gladly!" January 4, 2023 4.0 I love that all channels feed into this one location so you have all ways that a customer has reached out all in one profile and the more you build the profile the better it works and is more helpful to support staff and most importantly the customer! Pros The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years Cons The ONLY complaint I have is how pending tasks sometimes do not show over in the left hand side of your inbox and the green notification bars that show at the top of the program block out some of the important information of the customer that you are currently working on Review Source R Reviewer Customer Service representative Used the software for: 3-5 years ### "Jen Review" May 10, 2024 5.0 Its very convenient and friendly user for using a human connection to the customer Pros As a customer service it easy to use a gladly to using communications for the customer Cons You can use a knowledge base or "mini book" of the gladly so you can copy the right resolution instead to typing to it Review Source HS Hafiz S. Manager Used the software for: 1-3 years ### "I will gladly recommend "Gladly"" December 15, 2022 5.0 With Gladly, Support representatives feel empowered with natural efficiency, accompanied by a contemporary messaging interface that gives them the capability to converse across several channels and consequently the consumers feel pampered all the time. Pros Gladly is a customer-centric help desk platform for e-Com brands. Their great quote is, "Clients are not tickets or cases; they are actual human beings." They put customers and conversations as their top priority. Gladly provides an all-in-one platform for representatives to answer to clients across all channels from just one screen, "without tickets." Cons No real discomfort or negatives to report on Gladly as my team felt their experience enhanced significantly after the implementation of this software. If I can point out one single thing, the mobile application is slightly buggy at times. Review Source Berlin A. Tools & Systems Coordinator Used the software for: Less than 1 year ### "Gladly Review" September 13, 2022 5.0 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. Review Source R Reviewer Quality Sortation Associate Used the software for: Less than 1 year ### "So Glad I was trained on Gladly! " October 19, 2022 5.0 Gladly makes it easier for us to analyze data and manage our numbers with all the readily available reports that we can even customize according to our needs and focus. Pros Gladly plays a very vital part of our daily operations on chat, email and phone. We are able to communicate with our customers thru Gladly and this is crucial because Our customers are the lifeblood of our business. Cons Since it is mainly dependent on internet connection when you are working at home and you don't have good and reliable service - you experience lagging and freezing which affects productivity. Review Source R Reviewer CSR Used the software for: 3-5 years ### "Gladly review" February 1, 2023 5.0 Using gladly as our primary tool software was the most amazing experience I've ever had. Because of gladly, the workload was 1000 times simpler and lighter. It's a great idea to consolidate all conversations in one location. Additionally, I love how easy it is to navigate with the icons. Pros I enjoy how easy it is to help clients using all available contact channels through phones, chat and emails and how useful it is to have everything in one place. You don't need to look through a lot of previous tickets in other areas to solve each client's problem because everything is so conveniently situated. Cons Nothing that I can think of, as the tool has been wonderful thus far in all respects. Review Source Heidy Yareely A. Customer service Used the software for: Less than 1 year ### "Gladly helpus to help the customers, Great!!" March 9, 2023 5.0 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. Pros It's great that the call is always recorded and that we can stop the recording when we need it. It helps us to keep track of every call very easy. Not only that, but it has the option to listen other call to monitoring in case is needed. Very helpful. Cons All of gladly is great and very helpful! Don't dislike anything. Review Source Rutchie F. QA Analyst Used the software for: 3-5 years ### "Gladly as the most innovative Software - Connecting Customers with Tickets" January 20, 2023 5.0 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. Review Source JE Jose E. Agent Used the software for: Less than 1 year ### "Gladly Is a very easy to use software and at the same time is a powerful software. " December 28, 2022 5.0 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. Review Source Sherlley M. Costumer Service representative Used the software for: Less than 1 year ### "Gladly, I am so glad to have this tool for my daily job." November 4, 2022 5.0 overall is pretty good because I am able to handle all my customer interactions in one place, I just would like it can be better match customers, sometimes the same person have multiple profiles. Pros to have all my cs data in one place is more than great Cons not be able to consolidate the same customer. Review Source Anthony L. CXO Used the software for: Less than 1 year ### "CXO Anthony" July 1, 2022 5.0 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. Review Source sarah S. Customer Service Rep Used the software for: 3-5 years ### "Glaldy is your best bet!" October 3, 2022 5.0 10/10 Pros I've used a number of help desks in my 10+ years in the field of customer service. Gladly is the most user friendly platform that facilitates easy communication between myself and clients. 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! Work smart, not hard! Cons can't fault gladly - so far i have not had any issues with the platform at all Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.