Gladly

Gladly is a Cloud-based customer service platform

5 /5 (1 review) Write a Review!

Gladly Overview

What is Gladly?

Gladly is a cloud-based customer service platform offered by San Francisco based, Gladly Software, Inc. Our cloud-based solution is used by various B2C companies across multiple industries including eCommerce, retail, hospitality, travel, insurance, and financial services. Gladly centralizes all the interactions between an organization and its customers and helps businesses to reduce dependence on a single agent to answer any client queries.

Gladly helps businesses recognize customers by integrating client conversations that take place across various channels such as email, SMS, voice, social media, and chat. Access to the entire conversation history enables any customer service agent to resume interactions with a client from the same point where a conversation was previously ended with another agent.

Our robust routing and queuing features help to transfer clients to the right customer service agent, who can collaborate with other colleagues to resolve customer queries in minimal time. The solution allows multiple agents to work in parallel to pick different tasks, resolve problems, and answer calls. The software also helps to track operating metrics such as email response times, call times, hold times, and topics of conversation. The tool has a user-friendly interface that helps in quick training of the agents. Gladly is backed by venture capital firms NEA and Greylock.

Gladly Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

Contact Gladly for pricing details.


Gladly Features

Devices
Business size
S M L
Markets
United States, Canada
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Taiwanese, Thai

Media

Gladly screenshot: Gladly screenshot: Gladly screenshot: Gladly screenshot:

Gladly Reviews

Gladly Reviews

Overall rating
5
/
5
Excellent
1

Very good
0

Average
0

Poor
0

Terrible
0

Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
100% recommended this app
Drew C.

Gladly - You'll be glad you did!

Gladly is a phenomenal company to partner with. Their software is a leader in this space and the team supporting it truly partners with their customers for success. From the sales process, to implementation and even post install support I have always felt like I was the most important customer to Gladly. My guess is all of their customers feel the same way I do!


Drew C.
Industry: Retail
Company size: 10,000+ Employees

Gladly - You'll be glad you did!

Used Daily for 1+ year
Reviewed on 6/28/2020
Review Source: Capterra

Gladly is a phenomenal company to partner with. Their software is a leader in this space and the team supporting it truly partners with their customers for success. From the sales process, to implementation and even post install support I have always felt like I was the most important customer to Gladly. My guess is all of their customers feel the same way I do!

Pros

Gladly is an easy to use, all in one software that allowed us to eliminate multiple, fragmented products we used previously to support our customers. Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.

Cons

No real cons to report as anything I felt would make my teams experience better on Gladly they implemented shortly after I recommended it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
10/10
Based on 1 user ratings
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Gladly Pricing

Gladly Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

Contact Gladly for pricing details.

Contact Gladly for pricing details.

Value for Money
5/5
Based on 1 user ratings
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Gladly Features

Gladly Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
5/5
Based on 1 user ratings
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Categories

Additional information for Gladly

Additional information for Gladly

Key features of Gladly

  • Automated routing
  • Call center management
  • Call routing
  • Chat functionality
  • Chat transcript
  • Customer analysis
  • Customer complaint tracking
  • Customer database
  • Customer support tracking
  • Help desk management
  • IVR / Voice recognition
  • Inbox management
  • Issue management
  • Problem management
  • Productivity reporting
  • Queue manager
  • Request routing
  • Routing options
  • SMS integration
  • Service level management
  • Social media integration
  • Voice mail

Benefits

• Gladly improves the efficiency and productivity of customer service agents by letting them view entire customer conversations across multiple channels including email, voice, chat, tweet or text while attending calls.

• The solution lets agents use customer names to view detailed records of communication and does not track customer interactions by generating a case number for each conversation.

• Gladly uses key metrics such as service level agreements and response times to generate real-time insights and provide visibility on agent productivity.

• The software offers an easy-to-use interface that allows agents to collaborate with colleagues to solve customer problems.

• Gladly’s contact center uses conversation data to recognize customers quickly and route them to the right agent.

Gladly FAQs

Gladly FAQs

Below are some frequently asked questions for Gladly.

Q. What type of pricing plans does Gladly offer?

Gladly offers the following pricing plans:

Pricing model: Subscription

Free Trial: Not Available

Contact Gladly for pricing details.

Q. What are the main features of Gladly?

Gladly offers the following features:

  • Automated routing
  • Call center management
  • Call routing
  • Chat functionality
  • Chat transcript
  • Customer analysis
  • Customer complaint tracking
  • Customer database
  • Customer support tracking
  • Help desk management
  • IVR / Voice recognition
  • Inbox management
  • Issue management
  • Problem management
  • Productivity reporting
  • Queue manager
  • Request routing
  • Routing options
  • SMS integration
  • Service level management
  • Social media integration
  • Voice mail

Q. Who are the typical users of Gladly?

Gladly has the following typical customers:

,

Q. What languages does Gladly support?

Gladly supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Q. What type of pricing plans does Gladly offer?

Gladly has the following pricing plans:

Subscription

Q. Does Gladly support mobile devices?

We do not have any information about what devices Gladly supports

Q. What other apps does Gladly integrate with?

Gladly integrates with the following applications:

Magento Commerce, Shopify

Q. What level of support does Gladly offer?

Gladly offers the following support options:

Phone Support, Online Support, Knowledge Base, Video Tutorials