Gladly reviews

Gladly - You'll be glad you did!

Opmerkingen: 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!

Pluspunten:

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.

Minpunten:

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

Love this platform!

Opmerkingen: Thus far, I have loved using Gladly. I have had the chance to use it as an agent where I was constantly using the emailing/texting/etc. to now using it as a manager doing more reporting and agent tracking on a day to day basis.

Pluspunten:

Gladly is such an easy platform to use. They are constantly listening to the customers and feedback and looking for new ways to improve the product.

Minpunten:

There are certain integrations and reporting that could be improved or implemented to make the platform better.

Gladly Plusses

Opmerkingen: Good

Pluspunten:

It is easy to get calls dropped in and put notes in Customer Profile

Minpunten:

It allows customers to get on different channels at same time - causes calls to be transferred when you just completed or are working on the order -

Gladly keeps things organized!

Pluspunten:

As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.

Minpunten:

Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.

The most functional software to keep tabs closed

Opmerkingen: We're definitely accessing more customers at a quicker pace with Gladly! It has streamlined our workflow significantly compared to previous softwares

Pluspunten:

Gladly offers so much within its interface, and it removes the need to have multiple tabs open! The interface is extremely user friendly

Minpunten:

There are small learning curves with the different options that are provided with Gladly, some of which can be difficult to find instructions for online

Gladly is the best!

Opmerkingen: It's so great! I love that this is my CS platform and it's so easy to use!

Pluspunten:

So easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders.

Minpunten:

I wish that they had a mass assign for tickets - we have to pull tickets one by one which is fine, but we could have some time saved

Call Center Reviewer

Opmerkingen: Overall, it has been positive for me. Sometimes there are issues with the functions but that's something you can expect from any piece of technology.

Pluspunten:

I like that everything is seamless when it comes to the customer record. It's really convenient for everyone that helps that customer after you to be caught up on everything that was communicated previously, as long as the past advisors leave proper notes.

Minpunten:

There were a couple points in time where Gladly was having lots of issues with normal functions. The phones would say a call was coming in and there would be no button for me to answer it and it wouldn't be ringing. Sometimes it has glitches with emails where I'm not able to open templates or the parts on the email that are supposed to auto-fill are not generating. Usually with a quick restart and clearing the cache and cookies solves the problem.

best ever

Pluspunten:

It is very detailed and organized. Very helpful and easy to use

Minpunten:

There is not one thing that i have not liked about gladly

is super good to use.

Opmerkingen: is easy for all access.

Pluspunten:

is easy to use in every angle that i can work.

Minpunten:

everything is good no complain at all. is very friendly .

Gladly is very easy to use and I love how responsive it is

Opmerkingen: Overall experience is positive. About 90% of the time, I am able to do my job without any issues from Gladly.

Pluspunten:

Ease of use, responsiveness, ability to quickly pull up customer information and process their requests quickly and efficiently.

Minpunten:

I wish I could change the light theme to a dark theme and also have the option to have auto suggestions for answers to use, based on what it thinks the customer is looking for.

Overall Experience with Gladly

Opmerkingen: My overall experience with gladly is life changing! It makes our job as a customer care specialists easier

Pluspunten:

Gladly is by far the most innovative and easy-to-use tool for customer handling. I would likely recommend gladly to any businesses.

Minpunten:

So far, in my almost a year of using this software, i did not experience any downside of it

Gladly Review from a Customer Care Associate

Opmerkingen: The telephone, chat feature, and text/sms feature, and even the e-mail feature are SO much more innovative than our last system. It's like night & day. It's 100% better.

Pluspunten:

I like how you can task things or set projects in Gladly and always have them visible and available during the workday/work week. I like how you can edit tasks, have a due date for them, assign people to tasks, etc. Gladly is easy to use and visually appealing to be simple. I like that.

Minpunten:

I don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed out and then they rate me negatively for not getting the chat even though I answered. ALL chats should be emailed to the customer automatically so that they see that we responded.

I just simply love gladly because it makes my work easier and faster

Opmerkingen: Great, it's fast it's easy it's gladly!! My first year as a call center agent and it's been great and a lot of that is because of gladly

Pluspunten:

I can stop saying this! this software makes our job easier, faster and it gives us a chance to be more personal with the customer and make them feel valued and that its a great achievement for our company

Minpunten:

sometimes the info of the customer is a little hard to find but like we use Shopify along with it, this helps us in the research for the order history and more

Work in Progress

Opmerkingen: Mostly good.

Pluspunten:

It seems to be adaptable to our needs. Sometimes there are too many features that we don't use.

Minpunten:

Occasional glitches (need to reboot) but that is rare.

Gladly is a game changer for CX teams

Opmerkingen: One word - TERRIFIC

Pluspunten:

The pricing works for our small team, it was easy to launch, support is responsive and helpful. We also love the reporting features and customer-centric view, especially in these days when customers have many options on how to contact us. Whether it's a phone call, text or chat, it's all visible in one customer view.

Minpunten:

I would like to have the ability to edit the Topic on a closed conversation.

Functional Customer Service Platform

Pluspunten:

The ability to see all customer interactions with those also on Gladly. The ability to add notes and tasks related to each customer helps keep things organized and the customer served.

Minpunten:

The search feature produces results in an order that is not chronological so it makes finding previous emails challenging

Have customers? You need to be using Gladly!

Opmerkingen: Just perfect, flawless. It's a comfort to know that each day when I log on I have such a reliable program to contact customers with.

Pluspunten:

Seamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service.

Minpunten:

There's genuinely no errors with the software. I use it everyday when I work. The program never quits unexpectedly and there's never any scheduled downtime during the workday.

Gladly thoughts

Opmerkingen: I like gladly because Its easy to connect with our customers. All the information is in one place

Pluspunten:

I like that all the information is in once place. Makes my job way easier!

Minpunten:

You can't unmerge a customer once accidentally linked or merged

Essential and Sensible

Opmerkingen: It has been a fantastic tool to keep organized and not overwhelmed with communicating and connecting with customers

Pluspunten:

I love how Gladly is interwined with the Warby Parker Springfield database and can connect the contact information with ease.

Minpunten:

Whenever I copy an order # it doesn't seem to paste on the email or note that I am in the proces of making.

Gladly Revieww

Opmerkingen: So far so good.

Pluspunten:

Easy to use and user-friendly. The email and call distribution is just right.

Minpunten:

There are instances that tickets may not appear in real time but if you try to wait for a couple of seconds, they will appear on your task list.

Gladly is the BEST CRM

Pluspunten:

Streamlined multi-channel communication and recordkeeping, allowing our team to work efficiently and keep our promises to members.

Minpunten:

It would be nice if pinning items worked chronologically instead of in the order pinned, that is legitimately the only flaw I can find.

Gladly review

Opmerkingen: I enjoy using Gladly. It is easy to used and easy to understand how to work with it to assist customers

Pluspunten:

I love this software because of the many used and quality interactions

Minpunten:

Every once in a while it kicks me out and I have to restart and search for customer I was working with

Gladly is amazing!

Opmerkingen: 10/10 I love using Gladly!

Pluspunten:

I like how current this feels. Most programs feel archaic. This is up to date and feels like "smart" software

Minpunten:

The cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel

Traci's review

Opmerkingen: I think it is easy to use and very dependable.

Pluspunten:

It's easy to use and to make phone call with. I also like that you can create templates for emails.

Minpunten:

I don't have any complaints, maybe more search options to make it easier to find customers.

Perfect for Everyday customer service

Pluspunten:

Love how easy it is to help the customer in all forms of communication, everything being in one ☝🏼 place is beyond helpful. Not having to click through tabs is a life saver

Minpunten:

I wish it had a night mode! Looking at a white screen all day is hard on the eyes