Gladly: AI Customer Support

We love where this is headed! There could be more actions included (like cancel, duplicate, partial refund). The only functionality at this point is refund, and it's only for a full refund. It would be helpful to provide partial refunds, too. The recently added discount code function would be a huge win for us but there is a current bug adding an additional space to the code that makes the code impossible for our customers to use. Additionally, order notes was recently made visible. For us, this is not an advancement as those notes print on the order's packing slip. We utilize the order and customer timelines, and having those available within Gladly would be far more beneficial. We're confident this will eventually be included :)

Gladly is a great app and a vast improvement over the previous one we were using that begins with a G and ends with an S. The only reason for 4 rather than 5 stars is that we are a small team and Gladly is primarily designed for large / enterprise companies. We've made it work and are happy, but if you're a small team just keep that in mind, it takes some weeding through the irrelevant enterprise level features to get it optimized.

I am unable to access the platform or reach customer service. This is unacceptable for a customer experience provider. Scheduling a demo appears to be mandatory, a help center can not be embedded under your own domain, and there is no way for customers to check order status. The platform is far too expensive and requires an 8 seat minimum for customer-facing users and an annual contract. This company is cray!

We don't use all of the features, so can't speak to the integration as a whole, but we have really enjoyed how much easier Gladly has made it to see all of our Shopify data within individual customer conversations.

Gladly's Shopify integration is easy to manage and saves our customer care agents time by seamlessly transferring information they need to quickly and accurately provide service.

Completely transformed and streamlined our client care team. The way that agents can seamlessly switch between contact channels is very efficient. The implementation process is very thorough and the offerings can be tailored to match needs. We will be able to grow with gladly for a very long time!

Our team really enjoys the conversation design of the CRM. Gladly is very open to feedback and very responsive to our support requests. We are excited to see new integrations happening and to be a part of those innovations. We believe as Gladly continues to grow and develop it will have a great positive impact on our company as we scale.

Great app and connection with Shopify. We love the quick actions and the imagery and details that flow through to Gladly to help our CX team handle inquiries even quicker!

We use this app to bridge all of our channels - phone, email, chat and SMS together to create a more easeful customer experience. Gladly allows a full view of the customer profile and previous conversations creating better efficiencies and more insightful, meaningful customer conversations.

We use Gladly for all of our customer service and support and LOVE it. Super easy integration with shopify and we can see all customer order and interaction information in one place.

Gladly has positively changed how we are able to delight our customers by providing a one stop shop tool that is easy to use and geared towards providing an efficient and elevated interaction between agents and customers.

We switched from a different CX program to Gladly just about 4 months ago and it has been a game changer. Our productivity has increased and our response time has decreased which are two big wins for our Customer Care!

We love Gladly here at Chirp, we are particular in love with the KPI metric and the amount of information it brings. Thank you Katie for the support and guiding us through our first few months using Gladly.

I really love that all channels are available in one platform as well as the history of communication for each customer in one thread. That makes it so much easier for us to look into different issues and see customer behavior, interactions, and notes. The Gladly support team is also very quick and responsive to any issues that come up. Some feedback I have is that it would be nice if forwarding was also available for social DM’s, if agent reporting was able to be broken down by channel and average (for example, emails/hr), if a Create Order action was available in Gladly, partial refunds were an option in Gladly, and if people matching was available for calls. But overall, Gladly has been great and we're confident more improvements will be made over time. Our team is loving it so far!

Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.

We're fans of Gladly from the technical demo to our implementation to post-launch support. Gladly is helping us treat customers like how we want to be treated - not like a ticket or case number. And our customer service team quickly adapted and became fans too - the key to our success with Gladly.

Gladly has been a critical part of improving the efficiency of our customer service department. We were so excited to make the switch and now that we have, we're so glad we did!

Very easy to work with, super responsive, and love how organized they were during the transition. Would absolutely recommend1

Gladly is the best helpdesk in the game right now. It's incredibly easy for agents to use which immediately translates into a favorable customer interaction. Our work rate essentially doubled overnight and our response times were cut in half. Gladly doesn't have many of the out of the box integrations that other help desks may have, but I believe their product team listens to feedback and is continually pushing new features. Their customer service far exceeds Zendesk's.

I use Gladly to help our CX team provide an omnichannel customer experience. I really like the live boards and "people match" feature. It would be nice if Gladly integrated with more platforms and had a real-time feature that allowed you to segment new, open, and closed conversations based on criteria/topics.