Gladly Erfahrungen

It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.

Not anything I would call out. I have been an Admin for years across two companies and have no complaints.

Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time

for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk

Easy to get information and view the messages

Customer not able to see us writing them back

The members' contacts are streamlined and it's not difficult to check the members' previous concerns. Also, I liked the option to loop another department/people in the comment section of the task.

We cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot.

Gladly is very to use and has taken our customer's experience to a whole new level. We're able to personalize interactions a lot more!

They were missing some integrations that are important to use, but are very open for feedback and are slowly working towards them.

The way the system integrates tasks, comments, notes and pings to be able to fully assist a customer, even between various different departments to finish the interaction properly and timely.

I think that Liveboards could be improved regarding the refresh rate of the several statuses of logged in agents, specially when it is about "idle" times that could impact operations in a meaningful way.

It allows us to communicate with our customers efficiently

We could have more customization for the users

very easy to use this software. convenient to use

wish u can take way more notes for each person and customer

How emerge all the data into one software

something how the interactions dissapear

The easy view on all the transactions from a specific customer.

I cannot think of any as of now since I am satisfied with the current set up.

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.

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

I like how easy to understand the feature of this software in a way that the training team can easily be trained for them to share the knowledge with Agents. I also like the functions they can offer to us like SMS+Chat and Social media messages.

So far, the reporting part has incomplete functions /filters that can be added so that it can improve the way reporting works.

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

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

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.

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

Gladly plays a very vital part of our daily operations on chat, email and phone. We are able to communicate with our customers thru Gladly and this is crucial because Our customers are the lifeblood of our business.

Since it is mainly dependent on internet connection when you are working at home and you don't have good and reliable service - you experience lagging and freezing which affects productivity.

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

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

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

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

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

Easy to use, intuitive, everything we need is in one place

Some issues with the phone feature glitching and not being able to answer calls

Apart from the simplicity this tool provides, all aspects of it are streamlined and organized.

Sometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels.

Mostly easy to use for emails, chats, and calls. some areas could have improvement

adding in a customer profile or going on breaks could be easier.

I love the fact it is soooo easy to use Gladly.

Being able to connect the retail location with the customer we are talking with.

to have all my cs data in one place is more than great

not be able to consolidate the same customer.

I like how they have added the features to cancel and refund within the website instead of access the student's accounts on a different website

I do not like that the website crashes sometimes but that only happens once in a lifetime.

Ease of use. It's an intuitive platform that takes little prior knowledge to navigate.

I don't have any complaints about the software at this time. I find it very useful.