Gladly

Pros: Gladly allows for all Customer communication channels conversation timelines, which provides support specialists necessary information to help resolve inquiries efficiently and Empoweringly. 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. There are still some items we hope for, and I want to express my appreciation for the individuals who support me through Glady. Every week, they check in and provide updates about new features, meet my requests, and help me create more productive processes. I wholeheartedly endorse this application, as it can be quickly integrated and lets me keep all of my customer notes in one place, to help understand how my patrons' situations are evolving over time.

Cons: Extremely dedicated. Could not provide a better service for my clients. Because it has stored a detailed profile for each of my clients that contains important data about them, I can provide an exceptional level of service without wasting time. The members of my team have found this tool to be far more effective than our previous tool and are therefore very satisfied and productive with their experience with it. This is a tool that I highly recommend to anyone providing services to customers via multiple channels and parameters.

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.

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.

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.

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.

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.

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.

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)

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.

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: $93

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.

Pros: When a new request comes in, you can combine the customer's profile if it is already there. There is no need to have two profiles.

Cons: When entering notes, you cannot see them if you switch to another method such as text or email.

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.

Pros: Really helped to have all customer data in one place

Cons: Routing calls to other places with it coming back to gladly.

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

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.

Pros: Gladly makes it very easy to work with a few different channels to communicate with customers

Cons: It sometimes gets slow but it seems like it gets fixed pretty quickly

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.

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.

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.

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.

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

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.