Gladly

Gladly's focus on continuous conversations means it lacks traditional ticketing features, such as ticket splitting, merging, or advanced escalation management. This can be a drawback for businesses that require detailed tracking and management of support issues.

Compared to competitors Gladly's automation and AI capabilities are more limited. It lacks advanced features like AI-powered ticket summaries, sentiment analysis, and real-time coaching, which can enhance agent productivity and customer satisfaction.

Gladly offers fewer pre-built integrations and apps compared to other platforms, which can restrict its ability to connect with other business tools and systems. This limitation may necessitate custom development or additional resources to achieve desired integrations.

Gladly's pricing can be higher than some competitors, especially for small to medium-sized businesses. The lack of a free trial and the absence of a free tier may make it less accessible for organizations with limited budgets.

Users have reported that Gladly's analytics and reporting tools are basic, lacking the depth needed for detailed performance analysis and strategic decision-making. This can hinder efforts to optimize support operations and customer experience.

As a cloud-based solution, Gladly requires a stable internet connection to function effectively. Any disruptions in internet connectivity can impact access to the platform, potentially affecting support operations.