Gladly Inc

Gladly

Composite Score

7.7 /10

CX Score

8.1 /10

17 Reviews Write a Review

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What is Gladly?

Gladly is a people-centered customer service platform with all channels built-in. Unlike legacy Customer service platforms that are ticket or case-based, Gladly is designed with people at the center and uniquely enables a single lifelong conversation with your customers. Gladly powers some of the most innovative consumer companies like Crate & Barrel, JOANN, and TUMI to make customer service a competitive advantage.

Company Details

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Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.

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.

86 Likeliness to Recommend

93 Plan to Renew

86 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 93%
Negotiation and Contract:: 94%
Conflict Resolution:: 94%
Strategy & Innovation:: 99%
Service Experience:: 94%

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?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Feature Ratings

Average 83

Call Recording

Knowledge Management

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Breadth of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support

Gladly Reviews

Pooja P.

Role: Consultant
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Gladly is an excellent and ongoing contact tool

Likeliness to Recommend

7 /10

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

Gladly

What is Gladly?

Company Details

Need Assistance?

Gladly Ratings

86 Likeliness to Recommend

93 Plan to Renew

86 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Gladly?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Gladly Reviews

Pooja P.

Gladly is an excellent and ongoing contact tool

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Call Recording

Knowledge Management

Call Scripting and Call Flow Management

Ticket Management

Skills Based Routing

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Contact Center Compliance Management

Screen Prompts

Workforce Management

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Breadth of Features

Availability and Quality of Training

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Vendor Support