Gladly Reviews in June 2026: User Ratings, Pros & Cons

"Easy to use, very friendly"

What do you like best about Gladly? The way how you change channels and find all the information available What do you dislike about Gladly? The way how some interactions disappear and you are not able to retrieve What problems is Gladly solving and how is that benefiting you? that everything is connected and link to each interaction

"Better CX for All"

What do you like best about Gladly? I have been using Gladly for about 3 months now and as someone who is new to the customer experience role, I have found it very easy to use. I like the design of the interface as it helps to minimize clutter and streamline customer interactions. Gladly really improves the experience for both customer and agent. What do you dislike about Gladly? Having two tabs open can cause challenges. It's a little too easy to accidentally send a message in the Chat/SMS ...

"Helpful"

What do you like best about Gladly? Gladly allows me to do my job efficiently, and I feel like they really listen to the workforce that implements it. The updates made to Gladly show that they care about us and how we do our job. What do you dislike about Gladly? Sometimes there are small glitches, like calls drop or lens upgrades don't go through. I feel that these are fixed in a timely fashion however, and call drops can be from a multitude of things. What problems is Gladly solving and ...

"Overall a great service for customer care providers"

What do you like best about Gladly? Gladly's platform is very user-friendly and intuitive. Creating canned replies is easy, creating customer profiles is easy, overall a great system. What do you dislike about Gladly? I wish Gladly didn't format emails the way it does. Sometimes when sending an email, huge spaces will be made between paragraphs. I wish there weren't glitches that caused text to be highlighted. What problems is Gladly solving and how is that benefiting you? Gladly helps make ...

"QA Insight"

What do you like best about Gladly? We can close the conversation/ticket right away once we're done. What do you dislike about Gladly? It's a bit techy, especially with SMS but everything's good. What problems is Gladly solving and how is that benefiting you? Closing of conversation in one tab. No need for me to open a different tab. Very convenient.

"Customer Service for my job"

What do you like best about Gladly? Very easy to complete the actions required customers have a lot of ways to communicate either phone live chat even email am text message available What do you dislike about Gladly? The system is slow and not able to see alot of the customer's correct information; this may be due to my job system as well. should have a place to do multiple chats on one screen Recommendations to others considering Gladly: Very easy to use What problems is Gladly solving and ...

"Gladly is a wonderful, continuous tool for contacts"

What do you like best about Gladly? It handles 4 type of tools, email, sms, chat and phone, i like you can set tasks for follow ups and leave notes for other associates. What do you dislike about Gladly? I dislike some of the little Glitches in Gladly such as when you are on a call and a chat sneaks in to your queue keeping the chat customer waiting Recommendations to others considering Gladly: I strongly advise using Gladly due to the ease of use and the benefits working with ...

"A few teething issues but it's good when it starts running properly."

What do you like best about Gladly? They'll do a free analysis first to show the proof of concept. Then they continue working with you after implementation to increase the efficiency. What do you dislike about Gladly? Slow to start off. I had to prompt them a few times to get started. What problems is Gladly solving and how is that benefiting you? Thankful helps us answer customer queries 24/7.

"Great all in one CX platform"

What do you like best about Gladly? Love the timeline that you can see all past interactions and communications from a customer so you don't have to search, cuts down on a lot of time and frustration for the customer and the agent. Also that you can leave notes, create tasks, liveboards, and reports. What do you dislike about Gladly? It's still more of a modern CRM so a lot of agents may not be familiar with it yet. However, the Gladly Academy is great. It has all the training and ...

"Works as expected!"

What do you like best about Gladly? It makes customers feel like they are talking to a live representative so they are more comfortable interacting via chat. What do you dislike about Gladly? Some aspects of it aren't as customizable as I would like but it's not a big disadvantage! What problems is Gladly solving and how is that benefiting you? It's helping our customers self serve better and making agents more productive