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

"Incredible service with incredible support"

What do you like best about Gladly? Thankful's team is extremely hands-on to ensure everything from the integration with your Help Desk to launch goes smoothly. What do you dislike about Gladly? We haven't found anything we dislike about the service yet. The product is continuously improving based on feedback from our team. What problems is Gladly solving and how is that benefiting you? We've had an issue properly scaling our CS team around the seasonality of our business and keeping our ...

"Outstanding Customer Service Platform"

What do you like best about Gladly? We love Gladly, it’s 100% user friendly. It allows our reps easy access/glimpse to our customers profile & vital information (Ex: YTD sales, Returns, Top 3 items they purchase) they make assisting customer easy. The Gladly team is extremely helpful and are quick to help and answer any questions that come up. What do you dislike about Gladly? I have yet to encounter something that I dislike in Gladly. What problems is Gladly solving and how is that ...

"Gladly is a dear friend for the future of Customer Service."

What do you like best about Gladly? Gladly provides a functional and intuitive product that helps to increase customer engagement and conversion significantly. Gladly's platform is designed to assign inbound customer requests to agents promptly for fast response turn-around-time—which ultimately creates a terrific customer experience. What do you dislike about Gladly? Like any platform, Gladly has a few glitches, but just know that feedback is always welcome by your Gladly ...

"Thankful's impact on a small team"

What do you like best about Gladly? My favorite part of implementing Thankful is how my team structure has improved and changed. Thankful's lift has opened space for the agents on our team to close in on their strengths relating to more complex customer service cases so I've seen a lot of growth from my agents into their full potential. Thankful continues to learn and grow with my team, which has been a joy to see and experience and see. What do you dislike about Gladly? There is nothing I ...

"This product is absolutely perfect!!!"

What do you like best about Gladly? I love how user friendly it is, we were able to jump in with minimal training and start using the platform! Super convenient from that aspect. What do you dislike about Gladly? The support from Thankful could be a little more proactive, but that's literally it. What problems is Gladly solving and how is that benefiting you? We're able to communicate faster and clearer with our customers, which is vital in providing excellent support!

"Such a valuable service"

What do you like best about Gladly? Easy to use and so efficient. Such a valuable service for any company and it also integrates so well. What do you dislike about Gladly? They involve many channels, but they could add a few more like a knowledge base. What problems is Gladly solving and how is that benefiting you? Problems solved are adding increased customer support which leads to higher retention rates.

"Amazing team, amazing product, amazing results"

What do you like best about Gladly? I like the accessibility I have to my team and the constant flow of communication. What do you dislike about Gladly? Sometimes I wish it was able to capture more tickets but that's mostly because of my team not handing over enough work yet. What problems is Gladly solving and how is that benefiting you? I haven't had to grow my staff as rapidly because of Thankful.

"Allows Customer service to handle the heavy lifting"

What do you like best about Gladly? The updates we make every month keep it relevant instead of a set it and forget it approach What do you dislike about Gladly? I would like to be able to use it as objection handling to sell as a chat bot but its not built that way. What problems is Gladly solving and how is that benefiting you? Reducing the load on customer service to answer repeat questions like how do I change by address etc.

"Review - Former Zendesk account Manager"

What do you like best about Gladly? The fact that it adds to the overall customer experience that Zendesk provides, making my job easier. What do you dislike about Gladly? No outright dislikes or things that I would immediately change off the bat - y'all have been amazing partners thus far! Recommendations to others considering Gladly: It's worth the time and investment! Especially when paired with Zendesk :) What problems is Gladly solving and how is that benefiting you? Combining it with ...

"🙌"

What do you like best about Gladly? Thankful has been a great addition to our stack - it is able to do far more than I originally expected and has provided a real lift to my team. My team and I are thankful for thankful (my customers are, too)! I haven't found a better customer service AI tool on the market. What do you dislike about Gladly? I'll let you know if I think of anything. What problems is Gladly solving and how is that benefiting you? - automation that really works - improves ...