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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Conversation in Gladly Sidekick
Demonstration of call summary capabilities
Gladly Reviews
Ravi P.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Pretty Easy And Efficient CX Platform
Likeliness to Recommend
What differentiates Gladly from other similar products?
Accidental disconnections can be quickly restored. Your customer number is attached to your Gerne screen for easy reconnection. Using tasks greatly increases follow-up opportunities. Having all channels (phone, chat, SMS, email, social media) on one platform is great. The timeline saves a lot of time because agents don't have to search for past communications. This improves efficiency, performance, and SLAs.
What is your favorite aspect of this product?
I love the timeline where I can see all of the customer's past interactions and communications. No need to search, saves a lot of time and frustration for both customers and agents. You can also leave notes, and create tasks, live boards, and reports. All of the client's past and present conversations are combined into one record to help you follow up on responses and options or solutions provided by previous representatives.
What do you dislike most about this product?
I honestly don't have any dislike for Gladly. It's very easy and doesn't take long to do everything you need. You can work and manage tasks at the same time.
What recommendations would you give to someone considering this product?
I would like to recommend this product because it is a user-friendly and efficient CX platform. All the conversations are present on a single platform which helps to take follow-ups on responses.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Efficient Service
Pooja P.
- Role: Consultant
- Industry: Technology
- Involvement: End User of Application
Submitted Oct 2022
Gladly is an excellent and ongoing contact tool
Likeliness to Recommend
What differentiates Gladly from other similar products?
Identifying orders, updating order status, accepting payments, and responding to customer product-related inquiries. It is convenient to be able to integrate all communication channels—phone, chat, SMS, email, and social media—into a single platform. Additionally, the timeline saves agents a lot of time because they do not have to look for previous communications. Efficiency, performance, and SLAs all benefit from this.
What is your favorite aspect of this product?
I like that you can set tasks for follow-ups and leave notes for other associates with this tool, which handles four types of tools: email, SMS, chat, and phone. Very simple to complete the required actions; customers can communicate via phone, live chat, email, or text message.
What do you dislike most about this product?
I don't like some of Gladly's nitpicks, like when you're on a call and a chat customer sneaks into your queue and makes them wait. The system is slow and unable to see a lot of the correct information provided by customers; this might also be because of the way I work. It should be able to accommodate multiple chats on a single screen.
What recommendations would you give to someone considering this product?
The fact that Gladly lets you keep track of your time and tasks all in one place and is simple to use makes it my favorite. It's just nice and simple. Since everything is in one conversation, it is simple to access member information. Liveaboards, reports, and answers are all easily accessible. Additionally, the feature as a whole is eye-pleasing.
Pros
- Helps Innovate
- Continually Improving Product
- Unique Features
- Efficient Service
Cons
- Vendor Friendly Policies
- Less Fair
ROHITH B.
- Role: Operations
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Oct 2022
Easy to use and helpful
Likeliness to Recommend
What differentiates Gladly from other similar products?
Easy to use and helpful
What is your favorite aspect of this product?
happy and easy and better one
What do you dislike most about this product?
nothing all good
What recommendations would you give to someone considering this product?
nothing all good
Pros
- Helps Innovate
- Efficient Service
- Effective Service
- Inspires Innovation
Cons
- Less Performance Enhancing
- Commodity Features
- Less Productive