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Gladly Logo

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Gladly is a Cloud-based customer service platform

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Gladly Pricing, Features, Reviews and Alternatives

Gladly FAQs

Q. What type of pricing plans does Gladly offer?

Gladly has the following pricing plans:
Starting from: $150.00/year
Pricing model: Subscription

These products have better value for money


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


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:
Swell, Adobe Commerce, Messenger, MaestroQA, Medallia Experience Cloud, ReturnLogic, Delighted, Recharge, XM for Customer Experience, Tethr, Medallia Agent Connect, Playvox, Twitter/X, Simplr SFA, Slack, Klaviyo, Typeform, Spree, Idiomatic, OrderGroove, Asana, Assembled, BigCommerce, 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)

Gladly product overview

Price starts from

150

/user

Per year

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

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Why am I seeing this?

Gladly pricing information

Value for money

4.9

/5

124

Starting from

150

/user

Per year

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Gladly features

Functionality

4.8

/5

124

Total features

81

9 categories

Most valued features by users

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

Functionality contenders

Gladly users reviews

Overall Rating

4.9

/5

124

Positive reviews

99

%

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9.43/10
Rating distribution

5

4

3

2

1

106

17

1

0

0

Pros
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.
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.
Cons
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.
Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.
Looking at a white screen all day is hard on the eyes.

Overall rating contenders

LT
AvatarImg

Lindsey T.

Furniture, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Gladly Review from a Customer Care Associate

Reviewed 3 years ago

The telephone, chat feature, and text/sms feature, and even the e-mail feature are SO much more innovative than our last system. It's like night & day. It's 100% better.

Pros

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.

Cons

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.

TG
AvatarImg

Tracee G.

Retail, 10,001+ employees

Used daily for 2+ years

Review source

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

Share this review:

Glad to use Gladly!

Reviewed 2 years ago

I love that all channels feed into this one location so you have all ways that a customer has reached out all in one profile and the more you build the profile the better it works and is more helpful to support staff and most importantly the customer!

Pros

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

Cons

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

LF
AvatarImg

Laura F.

Furniture, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Good

Reviewed 3 years ago
Pros

Easy to get information and view the messages

Cons

Customer not able to see us writing them back

JR
AvatarImg

John Reniel L.

Health, Wellness and Fitness, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Gladly - Easy to understand tool for everyone

Reviewed 2 years ago

Overall, I will really recommend Gladly compared to other tools since this tool gives more confidence to users that helps improve productivity daily.

Pros

I like how easy to understand the feature of this software in a way that the training team can easily be trained for them to share the knowledge with Agents. I also like the functions they can offer to us like SMS+Chat and Social media messages.

Cons

So far, the reporting part has incomplete functions /filters that can be added so that it can improve the way reporting works.

HS
AvatarImg

Hafiz S.

Warehousing, 201-500 employees

Used daily for 1-2 years

Review source

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

Share this review:

I will gladly recommend "Gladly"

Reviewed 2 years ago

With Gladly, Support representatives feel empowered with natural efficiency, accompanied by a contemporary messaging interface that gives them the capability to converse across several channels and consequently the consumers feel pampered all the time.

Pros

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."

Cons

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.

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