What is Gladly?
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
88 Likeliness to Recommend
100 Plan to Renew
85 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+95 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Gladly?
Pros
- Efficient Service
- Inspires Innovation
- Caring
- Saves Time
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Self Service Capabilities
Customer Service Workflow Management
Agent Collaboration
Intelligent Search
Contact Center Integration
Agent Scripting
Customer Service Knowledge Management
Mobile Customer Care
Analytics and Reporting
Customer Community Management
Multi Channel Support
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Usability and Intuitiveness
Ease of Data Integration
Ease of Customization
Breadth of Features
Availability and Quality of Training
Ease of IT Administration
Business Value Created
Product Strategy and Rate of Improvement
Vendor Support
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Gladly Reviews
Haocheng L.
- Role: Student Academic
- Industry: Telecommunications
- Involvement: IT Development, Integration, and Administration
Submitted Oct 2024
Decent Product with Promising Features
Likeliness to Recommend
What differentiates Gladly from other similar products?
Glady focuses more on customer experiences and provides an environment for team collaboration.
What is your favorite aspect of this product?
Its customer-centric approach focuses on building relationships with the customers. I like how the support staff answer questions in a friendly manner.
What do you dislike most about this product?
When I first used the app, I found the interface overwhelming and difficult.
What recommendations would you give to someone considering this product?
Before using the product, understand your goals and how to integrate your business plans into the application.
Pros
- Helps Innovate
- Enables Productivity
- Trustworthy
- Effective Service
Courtney Anne N.
- Role: Industry Specific Role
- Industry: Retail
- Involvement: End User of Application
Submitted Oct 2024
Great to use, but glitches do pop up from time to.
Likeliness to Recommend
What differentiates Gladly from other similar products?
The ability to jump between channels so efficiently. Display of unanswered tickets.
What is your favorite aspect of this product?
Being able to send a ticket directly to another agent.
What do you dislike most about this product?
Glitches. If I have declined a ticket, it is sometimes still routed back to me.
What recommendations would you give to someone considering this product?
Work out the flow of how tickets are assigned.
Pros
- Reliable
- Trustworthy
- Respectful
- Acts with Integrity
Cons
- Commodity Features
- Less Generous
Christopher C.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
Support speed has improved using Gladly
Likeliness to Recommend
What differentiates Gladly from other similar products?
Thanks to Gladly's intuitive interface, I can easily collaborate with clients as the platform constantly provides me with the data I need. That is fantastic!
What is your favorite aspect of this product?
No matter what channel you're using, it's always easy to go back to a member's previous concerns or communications. Merging member accounts is also very easy in case they have misspelled or want to contact us by phone.
What do you dislike most about this product?
The control panel doesn't sit well with me. This section needs to be fixed. If a member has responded but we haven't responded yet, I think it would be helpful to provide a color code.
What recommendations would you give to someone considering this product?
Have members contact us through the various methods we offer. There was a significant improvement in our ability to access past conversations between members and representatives, particularly over the phone.
Pros
- Continually Improving Product
- Enables Productivity
- Efficient Service
- Saves Time