# Page 4 | Gladly Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Gladly ## Showing most helpful reviews Showing 76-100 of 139 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RJ Rebecca J. lead Consumer Services Used the software for: 2+ years ### "Gladly thoughts" January 13, 2022 5.0 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 Review Source VR Verified Reviewer Team Lead Telecommunications Used the software for: Less than 6 months ### "User-Friendly" October 11, 2022 5.0 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. Review Source BH Brandon H. CXA Apparel & Fashion Used the software for: 1-2 years ### "Essential and Sensible" January 14, 2022 5.0 It has been a fantastic tool to keep organized and not overwhelmed with communicating and connecting with customers Pros I love how Gladly is interwined with the Warby Parker Springfield database and can connect the contact information with ease. Cons Whenever I copy an order # it doesn't seem to paste on the email or note that I am in the proces of making. Review Source VR Verified Reviewer Customer Service Agent Furniture Used the software for: Less than 6 months ### "I'm glad to use Gladly!" August 30, 2022 5.0 It is the best tool for customer service that I've used in my life, and I've been working since 2014 on customer service. Pros It is super user friendly, no need of anything like downloads, I may work anywhere and everywhere with Gladly! Cons If your internet goes, It goes! It really needs a very very good connection. Review Source KU Karina U. Team Lead Consumer Services Used the software for: 6-12 months ### "The best work app" November 26, 2022 5.0 It's been the best work app I've ever used Pros All features are easy to use and really useful Cons Sometimes there is a glitch, when having another queue on, we still get calls. If they can fix this, it would be perfect Review Source RV Reannah V. Customer Care Agent Consumer Goods Used the software for: 6-12 months ### "The most functional software to keep tabs closed" June 30, 2022 5.0 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 Review Source lN lauren N. customer service Furniture Used the software for: 6-12 months ### "gladly review" January 2, 2023 5.0 i love it it is so easy to use and so helpful Pros very easy to use this software. convenient to use Cons wish u can take way more notes for each person and customer Review Source vT valerie T. Customer Experience Manager Retail Used the software for: 1-2 years ### "We love Gladly! " January 3, 2023 5.0 It has been great -- we won't be leaving Gladly EVER. Pros The easy of set up and customer history. Cons Not having a CRM personal for the brand. Review Source DR Diana R. Senior CSR Retail Used the software for: 1-2 years ### "Gladly is the BEST CRM" May 31, 2022 5.0 Pros Streamlined multi-channel communication and recordkeeping, allowing our team to work efficiently and keep our promises to members. Cons It would be nice if pinning items worked chronologically instead of in the order pinned, that is legitimately the only flaw I can find. Review Source NH Nichole H. customer experience Medical Devices Used the software for: 1-2 years ### "Gladly is amazing!" January 18, 2022 5.0 10/10 I love using Gladly! Pros I like how current this feels. Most programs feel archaic. This is up to date and feels like "smart" software Cons The cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel Review Source VH Valentina H. Call Center Furniture Used the software for: 1-2 years ### "Gladly" January 13, 2022 5.0 It is an amazing program to use for call centers Pros What I like the most about the software is the quality of the calls Cons What I like least about this software is when the customer's information is mixed up Review Source CA Clarke A. Customer Service Team Lead Retail Used the software for: 6-12 months ### "Gladly is the best!" June 14, 2022 5.0 It's so great! I love that this is my CS platform and it's so easy to use! Pros So easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders. Cons I wish that they had a mass assign for tickets - we have to pull tickets one by one which is fine, but we could have some time saved Review Source DH David H. Customer Experience Advisor Medical Devices Used the software for: 6-12 months ### "Glad to use Gladly" January 13, 2022 4.0 Pros Gladly excels at being a resource hub for communicating with customers. Cons Occasional glitches, like missed calls without ringing are the only drawback after nearly a year of use. Review Source AT Aicel T. Customer Experience Team Lead Food & Beverages Used the software for: 6-12 months ### "Love Gladly!" November 29, 2022 4.0 Conversations flow smoothly and it's very easy to use. Great reporting features too! Pros Gladly is very to use and has taken our customer's experience to a whole new level. We're able to personalize interactions a lot more! Cons They were missing some integrations that are important to use, but are very open for feedback and are slowly working towards them. Review Source LF Laura F. Customer Care Associate Furniture Used the software for: 1-2 years ### "Good" January 14, 2022 5.0 Pros Easy to get information and view the messages Cons Customer not able to see us writing them back Review Source MW Maya W. Affiliate Administrator Retail Used the software for: 6-12 months ### "Love this software!" January 13, 2022 5.0 Overall Gladly has been a great and easy experience. Pros I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient. Cons My least favorite would be that some emails get sent to the wrong department. Review Source JW Jessica W. CXA Consumer Services Used the software for: 6-12 months ### "Gladly review 2022" January 17, 2022 5.0 Easy to navigate and communicate with my colleagues. Pros Ease of use. It's an intuitive platform that takes little prior knowledge to navigate. Cons I don't have any complaints about the software at this time. I find it very useful. Review Source OK Ortal K. Customer service Consumer Goods Used the software for: 1-2 years ### "Gladly is amazing" February 17, 2022 5.0 positive experience overall Pros This software is very efficient. I would recommend it to others. Cons There is nothing negative that I can say about this software. Review Source RR Ricardo R. supervisor Telecommunications Used the software for: 6-12 months ### "Gladly review" December 22, 2022 5.0 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](https://www.capterra.com/p/158719/ZoiPer/) Reason for choosing Gladly simple, easy to use and it teaches you how to be used Review Source ML Moira L. Customer Associate Retail Used the software for: 6-12 months ### "Customer service " March 1, 2022 5.0 Pros We use this to communicate with our customers and chat about several important issues to resolve Cons I would like them to be more ease to transfer calls and get off of the call if you add someone Review Source NJ Nataui J. Customer Service Representative Consumer Services Used the software for: 6-12 months ### "Gladly Review" May 16, 2022 4.0 Gladly is easy to use and makes everything easy to use! my overall experience is excellent and very satisfied Pros Gladly is very easy to use. It is fast and very efficient Cons There arent many things that i didnt like that i could think of Review Source SK Samuel K. Customer Service Rep Consumer Goods Used the software for: 1-2 years ### "Easy to figure out and use" January 13, 2022 5.0 Pros Gladly is intuitive, simple but complex and easy to figure out Cons It's great. They keep making updates that make it even smoother Review Source MsD Manvir singh D. Customer service representative E-Learning Used the software for: Less than 6 months ### "It's a great software, user-friendly, quick and efficient." June 23, 2022 5.0 Pros easy to use and navigate through different features. simple and straight forward. Cons I only issue I had with Gladly was sometimes it just won't respond but this only happened twice. I'd be on a call but the gladly will just freeze up. Review Source SM Shelby M. Supervisor Retail Used the software for: 1-2 years ### "Review" January 13, 2022 4.0 Pros Being able to quickly access customer data Cons Lagging and inconsistency with customer account mergers Review Source EA Enrique A. Customer Service Representative Consumer Services Used the software for: 6-12 months ### "Gladly Review " November 10, 2022 5.0 Perfect, great Pros Super easy to use, not complicated at all, 100% recommend this Cons Nothing, I love this software, I'm very happy 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.