Gladly reviews

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

The least favorite thing for me is that when the tool is idle it does not auto close or keep open

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.

We cannot see when and who updated the Gladly Profile of the member.

It is easy to get calls dropped in and put notes in Customer Profile

It allows customers to get on different channels at same time - causes calls to be transferred when you just completed or are working on the order -

The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years

The ONLY complaint I have is how pending tasks sometimes do not show over in the left hand side of your inbox and the green notification bars that show at the top of the program block out some of the important information of the customer that you are currently working on

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

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

I've used a number of help desks in my 10+ years in the field of customer service. Gladly is the most user friendly platform that facilitates easy communication between myself and clients. I love the merging feature and enjoy the ease of having all communication for one customer in one 'conversation'. The canned actions are great too! Work smart, not hard!

can't fault gladly - so far i have not had any issues with the platform at all

Gladly is a customer-centric help desk platform for e-Com brands. Their great quote is, "Clients are not tickets or cases; they are actual human beings." They put customers and conversations as their top priority. Gladly provides an all-in-one platform for representatives to answer to clients across all channels from just one screen, "without tickets."

No real discomfort or negatives to report on Gladly as my team felt their experience enhanced significantly after the implementation of this software. If I can point out one single thing, the mobile application is slightly buggy at times.

Being able to reduce duplicate reach outs from the same user across different channels - which affect volume projections

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

Gladly is one of the easiest tools to navigate that I have used. The instructions are very clear and concise.

The design is not that appealing but I believe Gladly is always looking for ways to better their services.

like being able to easily search for customers and past contacts

cannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent

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.

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.

Reliability, ease of use, efficiency, customer profile management, communication history via all channels, integration

market place integration is an issue, could have been better

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.

I would like to have the ability to edit the Topic on a closed conversation.

Seamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service.

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.

I love how Gladly is interwined with the Warby Parker Springfield database and can connect the contact information with ease.

Whenever I copy an order # it doesn't seem to paste on the email or note that I am in the proces of making.

I love this software because of the many used and quality interactions

Every once in a while it kicks me out and I have to restart and search for customer I was working with

I like how current this feels. Most programs feel archaic. This is up to date and feels like "smart" software

The cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel

helps in customer data, search history, various channels on signal thread, transfers & helps in coaching

to switch for projects, the workforce has to be informed

How easy it is to navigate through the system and how easily you can connect to customer info and the amount of info the system can hold without glitches.

I find the system to operate perfectly and for it to be able to pull up info fast.

I like how easy it is to access the previous conversation of the member

I don’t like how it won’t show you or it isn’t clear if the member replied already

It's easy to use and user friendly. Not complicated

Confused with some features but it's easy to operate

The easy of set up and customer history.

Not having a CRM personal for the brand.

to have all my cs data in one place is more than great

not be able to consolidate the same customer.

I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.

My least favorite would be that some emails get sent to the wrong department.

I love that you can create a task to keep you on track with the customer

I dislike when you are trying to merge a call you have to press the hang-up button then it gives you the option to merge.