# Page 2 | Gladly Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Gladly the right Customer Service solution for you? Explore 139 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/156723/Gladly/reviews --- Gladly 4.8 (139) [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 April 14th, 2026 # Page 2 - Reviews of Gladly ## Showing most helpful reviews Showing 26-50 of 139 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RM Ryan M. Customer Experience Manager Consumer Goods Used the software for: Less than 6 months ### "Gladly Delivers Simplicity, Efficiency, and True Partnership" August 27, 2025 4.0 Overall, my experience with Gladly has been very positive. As a Customer Experience Manager, I appreciate how it consolidates every channel into one timeline and provides advocates with the context they need to resolve issues quickly and confidently. Maintaining Gladly Answers has also made it easier for me to streamline solutions and reduce repeat contacts, which benefits both our customers and our team. While there are still a few features on our wishlist that would make day-to-day operations even smoother, Gladly has already improved efficiency, collaboration, and the overall experience we’re able to deliver. I also want to highlight the people behind the platform. Our CSM, \[sensitive content hidden\], has been absolutely amazing to work with on a bi-weekly basis — not only providing product updates, but also actively meeting our needs and helping us streamline workflows. And during implementation, \[sensitive content hidden\] and especially \[sensitive content hidden\] went above and beyond, holding our hands through the entire setup and ensuring we were 100% ready to transition with confidence. Pros What I like most about Gladly is that it brings everything together in one place. Instead of juggling multiple platforms, our advocates can see the entire customer history across phone, chat, SMS, email, and social in a single timeline. As someone who manages our internal knowledge base (Gladly Answers), I also appreciate how easy it is to build and maintain solutions that streamline the experience for both customers and advocates. The platform helps us resolve issues faster, reduces repeat contacts, and ultimately makes our team more efficient, while giving customers a smoother and more personalized experience. Cons Gladly works really well for us, but there are still a few features that would make a big difference for both customers and advocates. At the top of our wishlist are live chat message preview (so advocates can prepare responses faster during busy chat times) and preview dialers for Collections (to give those teams context before they call customers). On the management side, having role-based idle/logout settings, scheduled reporting, and an observer-only role for cross-functional partners would reduce manual work and improve collaboration. And while smaller, quality-of-life updates like dark mode, custom notification sounds, collapsible inbox categories, and even direct CSAT offerings within the conversation flow would go a long way in helping our team stay focused, efficient, and more connected to the customer experience. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gladly We chose Gladly over Zendesk because, while Zendesk is often seen as the “big dog on the block,” their demo left us underwhelmed. The team presenting seemed to lack the energy and enthusiasm to truly partner with us, and much of their feature set came from acquired systems that hadn’t yet been fully integrated. On top of that, Zendesk’s pricing was overly high compared to the value they demonstrated. Gladly, by contrast, showed up engaged and solutions-focused, with a platform built from the ground up to unify all channels into one customer timeline. Their team made it clear they wanted to partner with us, and that confidence and alignment made the decision an easy one. Switched from [Five9](https://www.capterra.com/p/132405/Five9/)[Gorgias](https://www.capterra.com/p/155357/Gorgias/)[TeamSupport Messaging & Live Chat](https://www.capterra.com/p/265058/TeamSupport-Messaging--Live-Chat/) We made the switch from Gorgias, TeamSupport, and Five9 to Gladly because managing multiple platforms created too much friction for both our customers and our advocates. Each system had its own limitations — fragmented customer histories, inconsistent reporting, and extra steps that slowed down resolution times. Gladly gave us a true all-in-one solution. Instead of hopping between systems for email, phone, chat, and ticketing, everything now lives in one unified customer timeline. That means less context-switching for advocates, faster responses for customers, and clearer insights for managers. Plus, with Gladly Answers, we’re able to keep our knowledge base current and consistent, which directly improves efficiency and reduces repeat contacts. Review Source BR Brian R. Vice President, Customer Support Biotechnology Used the software for: 6-12 months ### "The perfect tool for startups and enterprise businesses" October 8, 2025 5.0 Pros Gladly has proven to be a strong tool for us as a startup. We were starting from nothing and Gladly's unified suite of products and seamless integrations proved to be the solution that best fit our needs. Cons 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. (Recharge Subscription cards being the primary one- we wanted an all in one solution, but unfortunately, have to maintain agent access to Recharge to manage subscriptions) Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gladly The support and onboarding was much better and offered more integrations than the others. Review Source ML Michael L. Team Lead Consumer Goods Used the software for: 6-12 months ### "Gladly is great!" August 25, 2025 5.0 The experience with Gladly as a platform and all of the folks we have worked with there has been great! Pros The ease of use and being able to see the customer's profile and conversation timeline has been a lifesaver. No more switching through 'tickets' to figure out the problem. Cons Reporting can take some time to understand and some of the terminology that Gladly uses can be a tad confusing at first. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) To get away from ticket based customer service to have ease of use for our agents. Cost + reporting. Review Source JM Josie M. Custom Diet Plan Trainer Health, Wellness and Fitness Used the software for: 1-2 years ### "Highly recommend Gladly! " November 2, 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 Haocheng L. Research Team Lead Telecommunications Used the software for: 1-2 years ### "Glady Review" October 3, 2024 4.0 It was a highly positive experience with more personalised communication between my teammates and the clients. Pros This enables my team to have a more efficient review of the communication with the customers, which helps to provide tailored and targeted discussion methods. Cons It can be overwhelming because it has too many features. It would be helpful if the UI were more customizable for this purpose. Review Source AN Ayishatu N. Engagement Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Great but can be better" September 28, 2024 4.0 Pros Really helped to have all customer data in one place Cons Routing calls to other places with it coming back to gladly. Review Source Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 1-2 years ### "Glady - A Customer Management System" August 28, 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. Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)[Gorgias](https://www.capterra.com/p/155357/Gorgias/) The simplicity , ease of use, and overall design of Gladly has pleased me the most. It's convenient because I can keep track of everything I need to do in one place, and I can also look up details about prior clients and the projects we worked on together. The ability to switch easily between email and phone calls has been a godsend for me when trying to resolve customer concerns across numerous channels at once. Last but not least, scheduled alerts assist me in maintaining order by warning me of upcoming tasks and client communications in advance. Review Source deF diana elizabeth F. call center agent Consumer Services Used the software for: 6-12 months ### "I just simply love gladly because it makes my work easier and faster" August 8, 2022 5.0 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 Pros I can stop saying this! this software makes our job easier, faster and it gives us a chance to be more personal with the customer and make them feel valued and that its a great achievement for our company Cons sometimes the info of the customer is a little hard to find but like we use Shopify along with it, this helps us in the research for the order history and more Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) they wanted to make the job more personal with the customers Review Source JMB Jordan Mark B. CSR Outsourcing/Offshoring Used the software for: Less than 6 months ### "Gladly, One of the most efficient tools that should not be missed out! " January 22, 2023 5.0 My overall experience with gladly has been very great, nothing is perfect, but needless to say, my nitpicks about gladly is not a really huge issue, considering it is already good for what it offers, while it can certainly improve in some areas, I can confidently say that it is definitely one of the best software or platforms out there. Pros The user interface of gladly and how it is easy to navigate unlike most similar platform. Cons The ability to not be able to send emails or leave notes on the ticket, without having to merge. Switched from [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched companies Review Source CM Catherine M. Customer Service Representative Outsourcing/Offshoring Used the software for: Less than 6 months ### "My Review for Gladly" January 23, 2023 5.0 Gladly helps us resolve FabFitFun customers' concerns related to the product they bought from us. It also provides real-time assistance which gives a good customer service experience. Pros 1\. I like that it has footprints on every conversation.2. Customer's concern all throughout is merged in just one thread.3. The Guru is linked via Gladly Answers.4. Very easy to use and understand. Cons 1\. I don't like that whenever the page refreshes it removes the recent characters we typed in.2. I don't like that some customer's responses will route automatically to \[sensitive content hidden\] Review Source KJ Kat J. Customer Relations Manager Consumer Goods Used the software for: 2+ years ### "Gladly is a game changer for CX teams" January 13, 2022 5.0 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. Reason for choosing Gladly The pricing and the customer-centric view. Review Source JP Jesus P. Customer Care Furniture Used the software for: 6-12 months ### "Most useful communication tool for customer service" December 13, 2022 5.0 It is a very good customer service tool which i would recommend to anyone Pros It allows us to communicate with our customers efficiently Cons We could have more customization for the users Review Source FE Floranch E. CSR Consumer Services Used the software for: 1-2 years ### "Eye-catching and simple to use tool" May 30, 2023 5.0 I find the tool to be extremely helpful in comparison to our previous one, and my experience so far has been satisfying and productive. I've been able to meet my quota and exceed our goal since we began using gladly. This is a highly recommended tool, especially if you are serving consumers through a different channels. Pros I like how simple and easy to use this tool is; the integration of all channels, whether phone, SMS, chat, or email, is a plus point; we can attend to the customer's concern right away by simply reading the previous concern without having to go anywhere or click another tab, as long as the email address was added to the tool. Furthermore, my favorite color is green, which is one of the many reasons why I love gladly; the icons and design are eye-catching and simple to read. Cons The only thing I've noticed is that you can only open one tab at a time; if you open another, it will crash. Additionally, if you open two tabs of this tool, the call will automatically be dropped after ringing twice. Another thing is that you can't add a picture to the task bar, which should be helpful for us since we use it frequently because we assign some tickets to different departments. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I think because of integration of tickets that gladly offers and price. Review Source MS Marisol S. Customer service agent Consumer Goods Used the software for: 6-12 months ### "Gladly" August 18, 2022 5.0 As long as I can communicate with the customer, I will be resolving a business requirement. Being able to contact our customers through chat, SMS, email, or calls is a crucial part of the business. Pros I love the "search for answer" feature; it allows me to select the correct answer for a determined case. This software is easy to use, it just required a few hours of training, I just have to be pending of how I manage my time because this system is like my Kronos at the same time, it measures my availability vs schedule. It allows me to locate any coworker and make calls outside the company. It is all in one. Cons This software is used to measure my productivity, when I am coaching new hires and do not interact with it for 45 to 60 minutes it takes me out without previous notice and when I realize it, already passed more than 10 minutes. It does not allow me to correct the notes already posted. Review Source KY Kenjie Y. Warehouse Coordinator - T3 Cosmetics Used the software for: 1-2 years ### "Very useful and convenient" September 15, 2022 5.0 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](https://www.capterra.com/p/164283/Zendesk/) Because of the cost and there were a lot of issues with the app. Review Source RMA Rica Mae A. Quality Assurance Specialist Consumer Services Used the software for: 6-12 months ### "QA Specialist POV of Gladly" October 12, 2022 4.0 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. Reason 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](https://www.capterra.com/p/132248/BIME/) We saw an opportunity to lessen the workload of the representative for every ticket they cater. Review Source JM Jane M. Customer Representative Apparel & Fashion Used the software for: 2+ years ### "Highly Recommended" January 18, 2023 4.0 It pretty much made dealing with customers much easier. I have worked with a similar tool in the past but does not really compare to how efficient this one work with its easy navigation system and all information provided on its from page Pros My top Favorite about this tool is the easier navigation of keys for and you'd be able to find pretty much every conversation under one ticket with just a few scroll! Cons The only thing I did not like about this tools is the intergration of other useful tools at work such us Grammarly which would help save much time. Review Source JT Jessie T. customer experience associate Apparel & Fashion Used the software for: 1-2 years ### "Gladly keeps things organized!" July 11, 2022 4.0 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. Review Source HM Heather M. Customer Service Representative Consumer Goods Used the software for: 1-2 years ### "Gladly - the most innovative software." January 4, 2023 5.0 Improving customer experience, easy navigation, and excellent in keeping customers conversation. Pros Easy to use when finding the reach out or conversation history. Outbound option are in place and is easy to access/use. Cons Gladly suddenly refreshes and you lose what you are typing in or want to save. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We switch as Zendesk has no option to automatically match similar emails or phone numbers creating traffic in Helpdesk. Review Source JB Jao B. Site Director Retail Used the software for: 6-12 months ### "Feedback" September 16, 2022 4.0 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 Reason for choosing Gladly superior product Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Having all conversations with the member in 1 thread. Review Source LMD Lester Mark D. CS Representative Outsourcing/Offshoring Used the software for: 2+ years ### "Gladly as the world's most love and trusted Platform" February 8, 2023 5.0 Gladly assists commerce brands, including our company, in transforming customer service in order to increase loyalty by providing excellent customer service experiences through the platform. Pros What I like most about Gladly is it has a single, lifelong conversation across all channels. The user can view the customer's entire conversation history, regardless of channel, in a single view. This gives customers more context, less repetition, faster responses, and a more personal touch. Cons Although the user may experience errors when exporting data, Gladly significantly improves the platform's reporting capabilities, making it an even more powerful tool to everyone. Review Source BD Benny D. Director of Customer Experience Food & Beverages Used the software for: 2+ years ### "Would not use any other Platform" September 22, 2022 5.0 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 [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Gorgias](https://www.capterra.com/p/155357/Gorgias/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Gladly I felt Gladly would be more scalable, made sense with price and would be more efficient. Review Source AJM April Jae M. Customer Service representative Cosmetics Used the software for: 2+ years ### "Why we recommend Gladly" January 15, 2023 5.0 Overall, this tool helped in our daily Customer Experience, especially in how we are able to manage our daily tasks, in providing a fast response. Pros Our transition to Gladly was seamless and it provided a very satisfactory feature where we are able to interface with our members in a very seamless manner. super user-friendly and easy to navigate. Cons None that I can think of as so far the tool have been excellent in all ways and form. Review Source RN Raiza N. Floor Manager Consumer Services Used the software for: 6-12 months ### "Gladly Review" November 16, 2022 5.0 Overall positive Pros Being able to reduce duplicate reach outs from the same user across different channels - which affect volume projections Cons Whenever a customer reaches out to multiple channels, the SLA is counted in each of the channels so it results to inaccurate data as an agent is only able to assist in one channel at a time Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost and efficiency Review Source JJ Jonathan J. Customer Advocate Consumer Services Used the software for: 1-2 years ### "Gladly has helped me so much providing a nice experience with our customers through live chat/phone!" September 22, 2023 5.0 Gladly has become my daily tool to accomplish my duties through ticket organization, chat interaction and phone call reach. Pros User friendly, and awesome organizer tool. Cons Gladly is a great tool to support interactions through chat and phone. Maybe it could improve the way it shows history activity. Switched from [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Software app improvement 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.