Gladly Erfahrungen

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.

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

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.

Gladly is pretty reliable and easy to use

The ringtone of calls is horrible. Should be customizable

The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.

The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.

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

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

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

I love the "search for answer" feature; it allows me to select the correct answer for a determined case. This software is easy to use, it just required a few hours of training, I just have to be pending of how I manage my time because this system is like my Kronos at the same time, it measures my availability vs schedule. It allows me to locate any coworker and make calls outside the company. It is all in one.

This software is used to measure my productivity, when I am coaching new hires and do not interact with it for 45 to 60 minutes it takes me out without previous notice and when I realize it, already passed more than 10 minutes. It does not allow me to correct the notes already posted.

Reliability, ease of use, efficiency, customer profile management, communication history via all channels, integration

market place integration is an issue, could have been better

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.

I like the single-thread feature. It makes checking member contact history easier.

I also like how gladly is set up, it's very user friendly.

No Chat transcript - Hopefully they add that feature in the future.

No mobile app. If gladly can have a mobile app, it's easier to monitor the queue while your away from your computer.

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 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.

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 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 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.

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

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

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.

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.

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

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.

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

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

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

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

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

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

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

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

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

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

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

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.