(4.6 / 5)15+ Ratings

Gladly Reviews

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Overall Rating

4.6

15 Reviews

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About Gladly

Gladly.com is a customer service platform that combines the strengths of AI and human agents to prioritize helping customers, not solving tickets. This approach aims to save costs, boost revenue, and build loyalty for businesses.

The platform is designed around a ticket-free, people-centered approach, providing personalized customer service across various channels. It helps B2C companies deliver a radically personal service that creates lifelong loyalty.

Gladly offers several products including Gladly Hero, a platform for delivering personalized agent-assisted customer service, and Gladly Sidekick, an AI and automation platform that enables personalized self-service.

The platform also includes a suite of AI-powered tools that boost agent productivity, including Hero AI Authoring, Hero AI Summaries, Hero AI Replies, and more. These tools are designed to free agents from menial tasks, boosting productivity and enabling deep customer relationships.

Gladly also provides a unified view of every customer conversation, regardless of the channel. This means that from voice to email to SMS to self-service, every customer contact is unified in a single conversation view, centralizing work and eliminating silos.

In addition, Gladly offers advanced analytics and performance tools for real-time insights, helping businesses make data-driven decisions. The platform is designed to be easy to onboard, measure progress, and enjoy success, with ongoing innovation and fine-tuning to future-proof organizations.

Overall, Gladly aims to transform support heroes into revenue drivers and deliver radically personal, always-on service across all channels.

Gladly Pros & Cons

Pros of Gladly.com:

Easy to Use: Users have consistently praised the platform for its easy-to-use interface. It is simple, robust, and intuitive.
Unified Customer View: Gladly offers a true 360-degree view of customers in a user interface that is as easy as using a smartphone to text with.
Customer-Centric: The ability to have the customer as the focus and centralized around them is fantastic. It is the best system for customer support that some users have used in 20 years.
Reliability and Efficiency: The platform is reliable, efficient, and offers excellent customer profile management and communication history via all channels.

Cons of Gladly.com:

Software Lag: The software can lag at times when sending emails.
Email Cancellation: The cancel button for emails needs to have a prompt that asks if users are sure they want to cancel.
Email Misdirection: Some emails get sent to the wrong department.
External Signatures: Inability to use external signatures in Gladly.

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Gladly Customer Reviews (15)

0/5

Nikolaj Svendsen

Verified Buyer

Jun 19, 2024

Grace Matthews

Verified Buyer

Jun 18, 2024

Juliane Friedmann

Verified Buyer

Jun 17, 2024

Hayley Langler

Verified Buyer

Jun 17, 2024

Gracie Coleman

Verified Buyer

Jun 16, 2024

Searlait Paquette

Verified Buyer

Jun 16, 2024

Soledad Wright

Verified Buyer

Jun 16, 2024

Louise Lynch

Verified Buyer

Jun 15, 2024

Ulrike Faust

Verified Buyer

Jun 14, 2024

Gerald Reece

Verified Buyer

Jun 14, 2024

Gladly Customer’s Q&A

No question yet

Gladly Features and Benefits

Gladly.com offers a range of key features and benefits:

Key Features:

Omnichannel Communication: Every communication channel needed is already in Gladly, including voice, text/SMS, chat, email, and social platforms.
Comprehensive Customer Profiles: All communication is tied to a customer, not a case or ticket number, providing a real-time understanding of who the customer is.
Real-Time Reporting and Analytics: Advanced analytics and performance tools provide real-time insights for data-driven decisions.
Task Management: Helps agents keep track of their workday by allowing them to select a status that reflects what they are working on.
Customizable Workflows: Allows businesses to tailor their customer service processes to their specific needs.
Robust Integration Capabilities: Can be integrated with other business systems for a seamless customer service experience.

Benefits:

Personalized Customer Interactions: Enables businesses to deliver personalized, agent-assisted customer service.
Increased Agent Efficiency: AI-powered tools boost agent productivity, freeing them from menial tasks and enabling deep customer relationships.
Enhanced Customer Satisfaction: Provides a radically personal, always-on service across all channels, improving customer satisfaction.
Scalability: The platform can scale with the growth of the business, ensuring that customer service capabilities can keep pace with increasing demand.
Ease of Use: The platform is designed to be easy to onboard, measure progress, and enjoy success.
Improved Response Times: Helps businesses respond to customer inquiries more quickly and efficiently.

These features and benefits make Gladly.com a comprehensive customer service solution that puts people at the center, turning support heroes into revenue drivers. It's designed to save time and money, reduce tech costs, reduce inbound volume, improve agent efficiency, and deliver radically personal service across all channels.

Gladly Pricing

Gladly.com offers two main pricing packages:

Hero Package: Starts at $180 per hero/month, billed annually, with a minimum of 10 heroes. This package includes multi-channel communication, a unified customer view, one conversation history across channels, a centralized knowledge base, real-time and historical reporting, and seamless integration with existing apps.
Superhero Package: Starts at $210 per hero/month, billed annually, with a minimum of 45 heroes. This package includes everything in the Hero Package plus custom reporting, 99.9% uptime, and premium support.

In addition, Gladly Sidekick is built into both packages. It's usage-based, costing $0.60 per assisted conversation when you opt in, with a minimum volume commitment required. This platform empowers your customers with personalized self-service and AI-assisted communication.

Please note that pricing may vary, and it's recommended to contact Gladly directly for the most accurate and up-to-date pricing information.

Payment Method

Gladly.com offers a secure payment method for its services. The platform is PCI DSS Level 2 Certified, ensuring that payment information is passed through a secure tunnel.

The payment process is not done by Gladly itself. Instead, it provides a secure mechanism for displaying the credit card information to agents, who then enter it into the customer's payment processing system. This means that the credit card processor is integrated with the customer's eCommerce System (e.g., Shopify) or Financial System (e.g., NetSuite).

Refunds or credits cannot be issued to consumers through Gladly. It is merely a method to pass through credit card information securely.

In terms of cost, Gladly charges $0.25 per successful payment over chat. This is an optional feature, and customers can contact Gladly if they are interested.

For security, only the agent who requests the credit card information will be able to view it, and they will only be able to view it for a limited period of time. If a customer accidentally enters their credit card information through the regular chat window (not the secure form), the credit card information is automatically masked.

Overall, Gladly.com provides a simple, secure, and efficient payment method for its services. It is designed to be easy to use, with no costly integrations required with third-party systems.

Gladly FAQs

Gladly Alternatives

Here are the top 10 alternatives to Gladly.com:

Salesforce Service Cloud
Intercom
Zendesk Support Suite
Freshdesk
Kustomer
Gorgias
Dixa
Genesys Cloud CX
Cloudtalk
LiveAgent

These platforms offer similar services to Gladly, including customer service automation, digital customer service platforms, and live chat software. Each platform has its own unique features and benefits, so it's recommended to explore each one to determine which is the best fit for your specific needs. Always refer to the official websites of these platforms for the most accurate and up-to-date information.

Hope this helps! If you have any other questions, feel free to ask.

Gladly Return Policy?

Gladly.com does not directly sell products or services, so it does not have a traditional return policy. Instead, it provides customer service solutions for businesses.

However, Gladly does integrate with Loop Returns, a service that helps businesses manage their return policies. With this integration, customer service agents can view and resolve common customer return requests quickly. They can view a snapshot of a customer’s recent returns, including their order numbers and statuses. By clicking into a return, agents can instantly view details on the returned item, the exchanged item, pricing, shipping statuses, and more.

For specific return policies, it's recommended to check the individual policies of the businesses that use Gladly's services. These policies can typically be found on the business's official website, often in the footer or in a dedicated "Policies" section.

If you need more detailed instructions or encounter any issues, it's recommended to reach out to Gladly's support team for assistance. They can provide more personalized guidance based on your specific needs and situation.

Please note that this information is based on the latest available data and may be subject to change. Always refer to the official Gladly website or contact their support team for the most accurate and up-to-date information.

Hope this helps! If you have any other questions, feel free to ask.

How To Open A Gladly Account?

To open an account on Gladly.com, follow these steps:

Designate initial support contact(s): Let the implementation team know who the designated support contact(s) are for your organization. A list of emails should work for this activity. A designated point of contact is somebody who Gladly creates accounts on the Gladly service portal to enable viewing of historical/ongoing issues. Gladly auto-signs up to be part of the weekly email release distribution list.
Set Up Your Gladly Support contact accounts: If you’d like to enable a user to file a support issue on your organization’s behalf, please grant them Administrator or Team Manager accounts on Gladly via the Gladly Users UI.
Accept Your Gladly Support invite: This activity allows you to create an account so that you can view your current and historical issues in a dashboard format. Once you are invited to Gladly Support, you will receive an email called “Welcome to Gladly Support”. Click on the Sign-up link in the email to finish signing up and enter your name and password.
Sign up for Status Page notifications: It's recommended to sign up for Status Page notifications so that you are aware if/when Gladly plans maintenance activities or there are any major service disruptions. To do so, go to Gladly's status page and click on Subscribe to Updates. Enter your email address, phone number, or SMS number and click on Subscribe.