Gladly

What differentiates Gladly from other similar products?

What really makes Gladly different from other buyer service software is its focus on the end-to-end buyer experience. It's not just about answering questions and solving problems, but about providing a personalized and friendly experience for our own consumers. Agents have access to a complete history of previous relationships, which allows them to provide a more personalized and efficient service. This has had a positive effect on the satisfaction of our own consumers and on our brand image.

What is your favorite aspect of this product?

Amid Gladly's favorable properties, its ability to unite different communication channels on a single platform definitely stands out. Previously, we had problems efficiently managing inquiries that came through email, social media and telephone. Now, everything is in one place, which allows us to respond more immediately and positively to each of the consumer's queries.

What do you dislike most about this product?

However, there is one small feature that we would like to see improved in Gladly. We occasionally experience delays in real-time updating of the platform, which can make it a little difficult to keep track of our own agents' workload. However, this problem is minor compared to the various benefits we get from Gladly.

What recommendations would you give to someone considering this product?

Regarding how Gladly has helped us solve problems in our organization, the list is endless. Before using this program, we had problems keeping track of queries and solving problems properly. With Gladly, we have significantly improved our own response times and our ability to provide exceptional service to our own consumers. In addition, the reporting and study capabilities have provided us with important data about our team's performance, allowing us to detect areas of optimization and make necessary adjustments.

What differentiates Gladly from other similar products?

Gladly stands out from traditional customer service platforms by being customer-centric instead of case-centric. Unlike most tools that treat each interaction as a separate ticket, Gladly keeps the entire conversation history across all channels (email, chat, SMS, voice, etc.) in one continuous thread. This allows agents to serve customers as real people, not case numbers, leading to faster resolutions and a more personalized experience.

What is your favorite aspect of this product?

My favorite aspect of Gladly is its unified conversation timeline — it keeps every customer interaction, across all channels, in one continuous thread. This makes it incredibly easy to understand the full context without digging through multiple tickets. It saves time, reduces confusion, and allows for a much more personal and seamless support experience.

What do you dislike most about this product?

While Gladly excels in conversation continuity, the reporting and analytics features could be more customizable. For teams that rely heavily on in-depth data insights, the current dashboards may feel a bit limiting. Additionally, the learning curve for new agents can be a bit steep, especially when transitioning from more traditional ticket-based systems.

What recommendations would you give to someone considering this product?

If you're considering Gladly, I recommend evaluating how well your team is prepared to adopt a customer-centric workflow. Since it moves away from traditional ticketing, it's ideal for organizations focused on personalized, long-term customer relationships.

What differentiates Gladly from other similar products?

It has all the channels like chat, email, voice to serve customers,

What is your favorite aspect of this product?

It has introduced AI to support their customers efficiently.

What do you dislike most about this product?

No dislikes

What recommendations would you give to someone considering this product?

It can be one of the best tools for customer service