--- title: "Gladly Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Gladly Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/156723/Gladly/" page_type: "product" language: "en" --- # Gladly Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Gladly ## What is Gladly? Gladly is a customer service platform designed to deliver radically personal support—without tickets. Unlike traditional helpdesks, Gladly treats customers as people, not case numbers, maintaining a lifelong conversation across channels like voice, chat, email, SMS, and social. With native AI built in, support teams resolve issues faster, personalize responses with rich context, and deliver seamless handoffs between bots and agents. Leading consumer brands use Gladly to reduce handle time, boost satisfaction, and scale service that feels anything but robotic. ## What is Gladly used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Call Center](https://www.capterra.com/call-center-software/)[Customer Support](https://www.capterra.com/customer-support-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 140 user reviews Reviews sentiment Positive 99% Neutral 1% Negative 0% ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... - Customer Service / 2025 - Help Desk / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Gladly?[Manage this product listing](https://www.g2.com/products/gladly/claim_requests/new?auto=true) Rating Breakdown 4.8 +− Features4.8 Value for Money4.8 Ease of Use4.9 Customer Service4.8 Rating Breakdown 4.8 Features4.8 Value for Money4.8 Ease of Use4.9 Customer Service4.8 ## Gladly Reviewers Verdict Updated September 2026 AI summary - Gladly is best for midsize to enterprise B2C teams needing unified, omnichannel customer support. - Users most consistently value its single customer conversation timeline, intuitive interface, and ability to consolidate communication across channels. - It helps teams resolve issues faster by keeping all customer interactions and context in one place, reducing manual effort and confusion. - Buyers should weigh a few practical considerations: some users cite fragmented reporting, limited dashboard consolidation, and occasional interface quirks. - Gladly fits organizations prioritizing efficient, personalized support, but may not satisfy those needing advanced, centralized reporting tools. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Gladly 4.8 (140) VS. [4.4 (4,091)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price Contact vendor Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.9 (140) Ease Of Use 4.3 (3,615) Value For Money 4.8 (120) Value For Money 4.2 (2,669) Customer Service 4.8 (130) Customer Service 4.3 (2,777) ## Gladly alternatives Highest Rated [4.7 (1,788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (18,808)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.5 (3,474)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (830)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/156723/Gladly/alternatives/) ## FAQs about Gladly Overview ### What problems does Gladly solve? Gladly solves fragmented customer support, duplicate conversations, and slow handoffs by unifying phone, email, chat, SMS, and social history in one customer timeline. Support agents, CX managers, and cross-functional service teams use it to reduce tab-switching, preserve context, assign follow-up tasks, improve reporting visibility, and deliver faster, more personalized resolutions. Answer based on 109 reviews Overview ### Which roles and teams benefit most from Gladly? Gladly is most used by customer service representatives, agents, and customer experience advisors who manage omnichannel conversations and resolve issues efficiently from a unified customer view. Team leads and customer experience managers rely on it to monitor service quality, streamline workflows, coach frontline teams, and improve response consistency across support operations. Answer based on 139 reviews Overview ### What company size and industries is Gladly built for? Gladly is built for midsize businesses and enterprise B2C teams, with 40% of reviewers from midsize companies and 37% from enterprises. It serves Retail, ecommerce, Travel, Hospitality, and contact centers, while reviewer data centers on Consumer Services at 19%, Retail at 18%, and Consumer Goods at 13%. Answer based on 139 reviews Features and Usability ### What are the key features of Gladly? Gladly includes core customer service features like multi-channel communication for email, chat, SMS, social, and voice, plus a single conversation timeline and customer profiles. Reviewers also highlight task management, call logging and recording, Gladly Answers knowledge base tools, reporting, and routing as key differentiators for support teams. Answer based on 66 reviews Limitations ### Does Gladly have bugs or reliability issues? Gladly works reliably for many teams day to day, but bug and stability feedback is mixed. Some support agents and admins mention freezes, call-answering glitches, crashes, or rule problems, while others report few issues. Restarting often fixes smaller problems, and customer support is frequently described as responsive and helpful. Answer based on 32 reviews Integrations ### Which third-party tools and platforms does Gladly integrate with? Gladly integrates with Shopify, Grammarly Business, Medallia Agent Connect, Citrix DaaS, Iterable, Instagram, and Slack. It also supports over 40 integrations across ecommerce, customer feedback, and operations, including Adobe Commerce, BigCommerce, Asana, Klaviyo, and Fivetran. Answer based on 22 reviews Getting Started and Support ### What training and onboarding options does Gladly offer? Gladly provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars offer scheduled group learning, documentation serves as written reference material, and videos provide self-paced walkthroughs. Answer based on 3 reviews Getting Started and Support ### What customer support options does Gladly offer, and how do users rate the experience? Gladly offers email/help desk, a knowledge base, phone support, 24/7 live representatives, and chat. Users often describe support as responsive, helpful, and engaged, with regular check-ins and practical guidance. Some report occasional confusion when listed integrations or help-center information did not match what support could actually provide. Answer based on 37 reviews Features and Usability ### How well does Gladly handle email and chat support? Gladly keeps email and chat support in one customer timeline, which helps teams reply faster with full context. Support teams like the unified view across channels, templates, and transcript access, though some want better email editing, chat visibility tools, note handling, and fewer occasional lag or message formatting issues. Answer based on 37 reviews ## Who uses Gladly? Based on Capterra reviews from the past 5 years Talk to a software expert to get a free software list tailored to your business needs ## Features AI summary Based on 5,357 Customer Service reviews Capterra data shows that buyers of Customer Service software rank the following features as their top priorities: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) Gladly supports all three top features buyers look for: **Support Ticket Management**, **Call Center Management**, and **Multi-Channel Communication**. Together, these capabilities help businesses manage customer requests across channels, handle call workflows more effectively, and keep service interactions organized, allowing teams to respond faster and deliver more consistent customer support. Call Center Management 4.8 (44) 65.91% of 44 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Multi-Channel Communication 4.8 (30) 80.00% of 30 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Email Management 4.7 (21) 52.38% of 21 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Mobile Access 4.3 (31) 32.26% of 31 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Live Chat 4.8 (33) 54.55% of 33 reviewers that rated this feature as important or highly important Ability to chat online in real time Call Recording 4.8 (62) 59.68% of 62 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Gladly 88 features ### All Features - Activity Tracking: Track and document all activities across devices, networks, and other systems - Agent Interface: Agents can view and manage all customer requests and interactions. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Autoresponders: Create and automatically send premade copy in response to customer messages - Batch Communications: Send messages, notifications, or documents to an entire customer base at the same time - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Conferencing: Facilitate virtual conferences that connect multiple people remotely - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Canned Responses: Shortcuts for inputting frequently used messages - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Customer Communication: Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Support: Provide online support for your customers through live chat or help desk functionality - Customizable Branding: Add customized logos and colors to align with company branding - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Document Storage: Store and organize documents in a centralized system - Email Management: Manage, store and organize emails within the system or via third-party apps - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - Forms Management: Store, manage and track all forms in a centralized location - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Inbox Management: Organize, prioritize, and manage incoming communications - Interaction Tracking: Track interaction history by documenting conversations for contacts - Interactive Content: Allow the audience to interact or engage with the content - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Tracking: Record and follow the progress of every issue - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Manual Dialer: Agents choose who to call and when - Mobile Access: Access software remotely via mobile devices - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Data Collection: Collect information from multiple sources - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Natural Language Processing: Process and analyze human language in text or audio form - Negative Feedback Management: Identify, track, and respond to negative feedback - On-Demand Communications: Generate personalized communications upon request to meet customer needs - Online Voice Transmission: Transmit voice and other information digitally - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Predictive Analytics: Predict future data based on historical data sets - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Proactive Chat: Copy on the page or chat window encouraging the user to engage with the chat option - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-time Consumer-facing Chat: Engage in direct, instant messaging with consumers - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Routing: Plan daily routes to optimize employee scheduling and provide directions - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Social Media Monitoring: Track activity on sites such as Facebook, Twitter, Instagram, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Template Management: Create, save, and re-purpose templates for emails, forms, etc. - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Transcripts/Chat History: View messages sent by both parties during the chat conversation - Transfers/Routing: Transfer queries and organize messages between agents - Voice Mail: Computer-based system that allows users to send and receive voice messages - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.8 (140) 4.8 Based on 140 reviews ## Pricing Value for money 4.8 (120) ### Starting price Free trial not available Value for money 4.8 (120) 4.8 Based on 120 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Asana](https://www.capterra.com/p/184581/Asana-PM/)[ Shopify](https://www.capterra.com/p/83891/Shopify/)[ Twitter/X](https://www.capterra.com/p/214056/Twitter/)[ Typeform](https://www.capterra.com/p/137289/Typeform/)[ Adobe Commerce](https://www.capterra.com/p/227129/Magento-Commerce/)[ Klaviyo](https://www.capterra.com/p/156699/Klaviyo/)[ Swell](https://www.capterra.com/p/172802/Swell/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.8 (130) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (130) 4.8 Based on 130 reviews ## User reviews Overall rating 4.8 Based on 140 reviews Filter by rating 5(116) 4(23) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent Shipra S. Information Technology Auditor Information Technology and Services ### "Secure, Omnichannel Platform and a great collaboration." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 15, 2026 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. VP Vishvesh P. Marketing Executive Hospital & Health Care ### "Smooth Omnichannel Assistance Increased Brand Adoration." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 31, 2026 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MA Manuel A. customer service rep Retail ### "GLADLY THE BEST TOOL FOR CUSTOMER SERVICE" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 2, 2026 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SK Stephanie K. Senior Director of Customer Service Consumer Goods ### "Happy Gladly Customer" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 17, 2026 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. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Transitioned support to inhouse team versus using a BPO. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly Ease of use and conversation format versus ticket # Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. JM Josie M. Custom Diet Plan Trainer Health, Wellness and Fitness ### "Highly recommend Gladly! " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 2, 2025 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 Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Benjamin D. Sr. Director of Customer Experience Consumer Goods ### "Admin for over 6 Years, incredibly happy" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 2, 2025 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. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Pricing, but also looking for an improvement in overall performance. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [Kustomer](https://www.capterra.com/p/158128/Kustomer/) [Dixa](https://www.capterra.com/p/159488/Dixa/) Reasons for choosing Gladly Pricing and overall value. Also ease of use. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. JG Joseph G. Customer Experience Manager Retail ### "Great service but could be better. " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 6/10 October 13, 2025 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. Switched from [Kustomer](https://www.capterra.com/p/158128/Kustomer/) We made the switch due to features that were being deprecated. Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Reasons for choosing Gladly We chose Gladly due to the features and benefits it offered over Gorgias at the time of contract start. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. KV Kelly V. Director of CX Consumer Services ### "Gets the job done with great support" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 8, 2025 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. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) [Kustomer](https://www.capterra.com/p/158128/Kustomer/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly Salesforce was too robust and complex for what we were looking for. Kustomer and Zendesk were wonky and did not work well for us. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. JR Jennifer R. Director of Ecommerce Apparel & Fashion ### "Gladly Solves the Multi-Threaded Mess of Customer Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 8, 2025 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. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We chose Gladly because of its unique ability to unify all customer interactions across channels into a single, continuous conversation. This approach eliminates the confusion of managing multiple threads and has significantly improved our team’s efficiency compared to other help desk platforms we've used. Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reasons for choosing Gladly We chose Gladly because of its unique ability to unify all customer interactions across channels into a single, continuous conversation. This approach eliminates the confusion of managing multiple threads and has significantly improved our team’s efficiency compared to other help desk platforms we've used. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. AD Ashley D. Customer Experience Manager Apparel & Fashion ### "Truly one-of-a-kind CX platform and Best on the Market!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 8, 2025 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. Switched from [Gorgias](https://www.capterra.com/p/155357/Gorgias/) We switched to Gladly because our previous platform was ticket-based, expensive, and made it difficult to truly prioritize the customer. Managing endless tickets led to inefficiency, duplicate conversations, and a constant focus on backlog instead of people. Gladly completely changed that. By organizing every interaction under one unified customer profile, it eliminated duplicates and simplified communication. It’s more intuitive, more efficient, and far more aligned with how modern customer service should operate. Plus, it delivers better functionality and insights at a much better value than our previous system. Alternatives considered [Zowie](https://www.capterra.com/p/249975/Zowie/) [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly We chose Gladly because it’s truly different from every other platform out there. Unlike traditional ticket-based systems, Gladly is built around people — not cases — allowing us to put the customer first instead of constantly chasing a backlog. This shift has transformed how our team operates and how our customers experience support. Gladly also prevents cherry-picking, ensuring fair distribution of work and a more balanced workflow. The reporting and insights are incredibly valuable, giving me full visibility into each agent’s performance so I can coach effectively based on the complete picture — not just the numbers. It’s a smarter, more human way to do customer service. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. [View all Reviews](https://www.capterra.com/p/156723/Gladly/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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