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Gladly Logo

Gladly

Gladly is a Cloud-based customer service platform

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Gladly Pricing, Features, Reviews and Alternatives

Gladly product overview

Price starts from

38

What is Gladly?

Gladly is a cloud-based customer service platform offered by San Francisco based, Gladly Software, Inc. Our cloud-based solution is used by various B2C companies across multiple industries including eCommerce, retail, hospitality, travel, insurance, and financial services. Gladly centralizes all the interactions between an organization and its customers and helps businesses to reduce dependence on a single agent to answer any client queries.

Key benefits of using Gladly

• Gladly improves the efficiency and productivity of customer service agents by letting them view entire customer conversations across multiple channels including email, voice, chat, tweet or text while attending calls.

• The solution lets agents use customer names to view detailed records of communication and does not track customer interactions by generating a case number for each conversation.

• Gladly uses key metrics such as service level agreements and response times to generate real-time insights and provide visibility on agent productivity.

• The software offers an easy-to-use interface that allows agents to collaborate with colleagues to solve customer problems.

• Gladly’s contact center uses conversation data to recognize customers quickly and route them to the right agent.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Chat
Email/Help Desk
Phone Support
24/7 (Live rep)

Training options

Live Online
Videos
Webinars
Documentation
In Person

Gladly pricing information

Value for money

4.9

/5

55

Starting from

38

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Gladly features

Functionality

4.8

/5

55

Total features

82

9 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Multi-Channel Communication
Customizable Branding
Live Chat
Alerts / Escalation

Functionality contenders

Gladly users reviews

Overall Rating

4.8

/5

55

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.25/10
Rating distribution

5

4

3

2

1

46

9

0

0

0

Pros
Love how easy it is to help the customer in all forms of communication, everything being in one 🏼 place is beyond helpful. Not having to click through tabs is a life saver.
I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.
Gladly is fairly easy to use and is pretty successful at labeling calls. The label system and answer system are helpful as well.
Cons
I think the only thing that sucks is when there are glitches.
Lagging and inconsistency with customer account mergers.
Looking at a white screen all day is hard on the eyes.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Gladly - You'll be glad you did!

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Love this platform!

Reviewed 15 days ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Gladly Plusses

Reviewed 2 months ago

Good

Pros

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

Cons

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 -

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Gladly keeps things organized!

Reviewed a month ago
Pros

As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.

Cons

Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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The most functional software to keep tabs closed

Reviewed a month ago

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

Gladly FAQs and common questions

Q. What type of pricing plans does Gladly offer?

Gladly has the following pricing plans:
Starting from: $38.00
Pricing model: Free


Q. Who are the typical users of Gladly?

Gladly has the following typical customers:
Large Enterprises, Mid Size Business, Small Business


Q. What languages does Gladly support?

Gladly supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian


Q. Does Gladly offer an API?

Yes, Gladly has an API available for use.


Q. What other apps does Gladly integrate with?

Gladly integrates with the following applications:
Adobe Commerce, Messenger, Delighted, Tethr, Stella Connect, Playvox, Twitter, Slack, Klaviyo, Typeform, Asana, Assembled, Shopify


Q. What level of support does Gladly offer?

Gladly offers the following support options:
Knowledge Base, Chat, Email/Help Desk, Phone Support, 24/7 (Live rep)

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