# Page 3 | Gladly Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Gladly ## Showing most helpful reviews Showing 51-75 of 139 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use GS Gloria S. Customer Service Associate Retail Used the software for: 1-2 years ### "Gladly review" January 13, 2022 5.0 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 Review Source RAB Renzo Andre B. Team Lead - CSR Consumer Goods Used the software for: 1-2 years ### "Gladly - Innovation at its best" August 22, 2022 5.0 I'm very satisfied with the experience with Gladly Pros It's easy to use and user friendly. Not complicated Cons Confused with some features but it's easy to operate Review Source MSK Mohammad Salim K. Customer Support Analyst Retail Used the software for: 1-2 years ### "Efficient, Ease of access, Reliable" August 23, 2022 5.0 Excellent Pros Reliability, ease of use, efficiency, customer profile management, communication history via all channels, integration Cons market place integration is an issue, could have been better Switched from [eDesk](https://www.capterra.com/p/137210/xSellco-Helpdesk/)[Aircall](https://www.capterra.com/p/184709/Aircall/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Gladly has all channels at one place. Review Source DH David H. Customer care supervisor Consumer Services Used the software for: Less than 6 months ### "Great hollistic customer service interface." December 13, 2022 5.0 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. Review Source LT Lindsey T. Customer Care Associate Furniture Used the software for: 2+ years ### "Gladly Review from a Customer Care Associate" January 15, 2022 5.0 The telephone, chat feature, and text/sms feature, and even the e-mail feature are SO much more innovative than our last system. It's like night & day. It's 100% better. Pros I like how you can task things or set projects in Gladly and always have them visible and available during the workday/work week. I like how you can edit tasks, have a due date for them, assign people to tasks, etc. Gladly is easy to use and visually appealing to be simple. I like that. Cons I don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed out and then they rate me negatively for not getting the chat even though I answered. ALL chats should be emailed to the customer automatically so that they see that we responded. Review Source WC William C. Customer Experience Advisor, Level III Consumer Goods Used the software for: 1-2 years ### "Have customers? You need to be using Gladly!" May 17, 2022 5.0 Just perfect, flawless. It's a comfort to know that each day when I log on I have such a reliable program to contact customers with. Pros Seamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service. Cons There's genuinely no errors with the software. I use it everyday when I work. The program never quits unexpectedly and there's never any scheduled downtime during the workday. Review Source CR Chloe R. CX Advisor Consumer Goods Used the software for: Less than 6 months ### "Call Center Reviewer" July 4, 2022 4.0 Overall, it has been positive for me. Sometimes there are issues with the functions but that's something you can expect from any piece of technology. Pros I like that everything is seamless when it comes to the customer record. It's really convenient for everyone that helps that customer after you to be caught up on everything that was communicated previously, as long as the past advisors leave proper notes. Cons There were a couple points in time where Gladly was having lots of issues with normal functions. The phones would say a call was coming in and there would be no button for me to answer it and it wouldn't be ringing. Sometimes it has glitches with emails where I'm not able to open templates or the parts on the email that are supposed to auto-fill are not generating. Usually with a quick restart and clearing the cache and cookies solves the problem. Review Source EGV Erlan Gino V. Install representative Automotive Used the software for: 1-2 years ### "More fluente work flow" December 2, 2023 5.0 Very happy with the app. hope it can improve even more but it really made things easier. Pros I am able to see call logs, emails, and notes in the same place, and make a good follow up to the current state of the request. Cons Sometimes it crashes, and also I wish it would be more integrated with the Companies systems. Review Source JFP Jia Fretz P. csr Outsourcing/Offshoring Used the software for: 2+ years ### "Gladly Feedback" January 15, 2023 5.0 I am using gladly to communicate with the people who need help with solving their issues with the service that our company offers and so far, it is very helpful and makes our job easier. Pros What I like the most about Gladly is that we can back-read the previous conversation without any hassle. Gladly is user-friendly. Cons I have been using Gladly for almost a year now and so far, Gladly is very easy to use. Review Source VR Verified Reviewer Client Results Manager Consumer Services Used the software for: Less than 6 months ### "Loving Gladly" February 3, 2022 5.0 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. Review Source DL Drake L. Customer Care Representative Marketing and Advertising Used the software for: 2+ years ### "GLADLY REVIEW - The new trend" January 11, 2023 5.0 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. Review Source ML Melissa L. Customer Service Supervisor Retail Used the software for: 2+ years ### "Love this platform!" July 28, 2022 5.0 Thus far, I have loved using Gladly. I have had the chance to use it as an agent where I was constantly using the emailing/texting/etc. to now using it as a manager doing more reporting and agent tracking on a day to day basis. Pros Gladly is such an easy platform to use. They are constantly listening to the customers and feedback and looking for new ways to improve the product. Cons There are certain integrations and reporting that could be improved or implemented to make the platform better. Review Source Drew C. Director of Operations and CX Retail Used the software for: 1-2 years ### "Gladly - You'll be glad you did!" June 28, 2020 5.0 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. Review Source GL Giamae L. Billing and Fraud Prevention Team Lead Health, Wellness and Fitness Used the software for: 1-2 years ### "The Most User-Friendly Tool" October 11, 2022 5.0 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](https://www.capterra.com/p/242231/Zendesk-Talk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We heard a lot of amazing features about Gladly. Review Source KP Kamila P. CS VIP manager Health, Wellness and Fitness Used the software for: 6-12 months ### "Gladly review" January 13, 2022 5.0 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. Reason for choosing Gladly because it was easy to use, nagivate, manage Review Source JRL John Reniel L. Tools and System Coordinator Health, Wellness and Fitness Used the software for: 6-12 months ### "Gladly - Easy to understand tool for everyone" September 21, 2022 4.0 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](https://www.capterra.com/p/164283/Zendesk/) Cost of licenses. Review Source ZH ZoëMae H. Level 2 Customer Care Associate Furniture Used the software for: 2+ years ### "Gladly Review" January 3, 2023 5.0 has made my job much easier Pros like being able to easily search for customers and past contacts Cons cannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent Review Source CI Christopher I. customer service representative Health, Wellness and Fitness Used the software for: 1-2 years ### "Gladly Revieww" August 9, 2022 5.0 So far so good. Pros Easy to use and user-friendly. The email and call distribution is just right. Cons There are instances that tickets may not appear in real time but if you try to wait for a couple of seconds, they will appear on your task list. Review Source JV Jane V. Customer Service Lead Retail Used the software for: 1-2 years ### "Work in Progress" January 13, 2022 4.0 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 [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Not sure -- company decision. Review Source AP Alan P. Customer Service Marketing and Advertising Used the software for: Less than 6 months ### "Gladly Is Lovely" October 6, 2022 5.0 I am solving daily problems with Gladly, communication is the best while using Gladly. Pros I love Gladly, it is really easy to use and keeps you updated with every customer. You can access the transcript or history of chats at any time that you need to, and it guides you to the correct place every time. Customers are really happy with the system, which we can either call/email/chat with them at the same time. Cons There is nothing wrong with Gladly, or at least I haven't experienced any issues. I honestly do not dislike Gladly at all. Review Source EA Erica A. Customer Experience Consumer Services Used the software for: Less than 6 months ### "My Gladly Truth!" September 23, 2022 5.0 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. Review Source JE Jorge E. Customer service Consumer Services Used the software for: 6-12 months ### "Gladly is really useful" March 5, 2023 5.0 It has been a really good experience Pros This product is really great as it is our main connection with our customers and helps us reach back to them too. Cons There is only one thing I dislike about it and that is the ring tone when ever you get a phone call Review Source AB Analyn B. CSR Apparel & Fashion Used the software for: 1-2 years ### "Good!" January 15, 2023 5.0 Pros Easy to use and very helpful in every task. There is no way for you to miss any task as it will always update on time. Cons System errors sometimes and logged when full of tasks Review Source MT Mandy T. Billing and Fraud Prevention Coordinator Health, Wellness and Fitness Used the software for: 1-2 years ### "Efficient" October 6, 2022 5.0 I'm overall satisfied with Gladly since we can easily go through members' previous contacts. Because of this, it's easier to look for a solution. Pros The members' contacts are streamlined and it's not difficult to check the members' previous concerns. Also, I liked the option to loop another department/people in the comment section of the task. Cons We cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot. Review Source CJ Christine J. Customer Service Rep Education Management Used the software for: 6-12 months ### "Best Product Ever (B.P.E)" March 28, 2022 5.0 Pros I like how they have added the features to cancel and refund within the website instead of access the student's accounts on a different website Cons I do not like that the website crashes sometimes but that only happens once in a lifetime. Review Source Similar Products Featured ## Related categories [Complaint Management](https://www.capterra.com/complaint-management-software/)[Call Center](https://www.capterra.com/call-center-software/)[Live Chat](https://www.capterra.com/live-chat-software/) ## 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.