Gladly Pricing, Features, Reviews & Comparison of Alternatives

Gladly

Gladly is a Cloud-based customer service platform

5.0/5 (1 review)

Gladly overview

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.

Gladly helps businesses recognize customers by integrating client conversations that take place across various channels such as email, SMS, voice, social media, and chat. Access to the entire conversation history enables any customer service agent to resume interactions with a client from the same point where a conversation was previously ended with another agent.

Our robust routing and queuing features help to transfer clients to the right customer service agent, who can collaborate with other colleagues to resolve customer queries in minimal time. The solution allows multiple agents to work in parallel to pick different tasks, resolve problems, and answer calls. The software also helps to track operating metrics such as email response times, call times, hold times, and topics of conversation. The tool has a user-friendly interface that helps in quick training of the agents. Gladly is backed by venture capital firms NEA and Greylock.
www.gladly.com

Pricing

Pricing options
Subscription
Value for money
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Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 22 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Taiwanese, Thai
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Gladly reviews

Excellent
1

Very good
0
Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  5.0
  5.0
  5.0
  5.0
Drew Chamberlain

Gladly - You'll be glad you did!

Used daily for 1-2 years
Reviewed 2020-06-28
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Gladly pricing

Pricing options
Subscription
View Pricing Plans

Contact Gladly for pricing details.

Gladly features

API
Chat
Multi-Channel Communication
Social Media Integration

Activity Dashboard (119 other apps)
Alerts / Escalation (76 other apps)
Automatic Notifications (105 other apps)
CRM Integration (91 other apps)
Customizable Branding (124 other apps)
Email Integration (103 other apps)
Instant Messaging (102 other apps)
Knowledge Base Management (105 other apps)
Monitoring (111 other apps)
Multi-Language (75 other apps)
Real Time Monitoring (77 other apps)
Reporting & Statistics (131 other apps)
Support Ticket Management (80 other apps)
Surveys & Feedback (90 other apps)
Third Party Integration (150 other apps)
Workflow Management (83 other apps)

Additional information for Gladly

Key features of Gladly

  • Automated routing
  • Call center management
  • Call routing
  • Chat functionality
  • Chat transcript
  • Customer analysis
  • Customer complaint tracking
  • Customer database
  • Customer support tracking
  • Help desk management
  • IVR / Voice recognition
  • Inbox management
  • Issue management
  • Problem management
  • Productivity reporting
  • Queue manager
  • Request routing
  • Routing options
  • SMS integration
  • Service level management
  • Social media integration
  • Voice mail
View All Features

Benefits

• 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.