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

"An AI solution focused on Customer Service"

What do you like best about Gladly? Thankful focuses on the Customer Service Space with their AI -- which allows my team to avoid the highly transactional work and focus on building relationships with our customers. What do you dislike about Gladly? I would like the AI to be a bit more robust in working with free text. It does need training to identify certain phrases etc, and Thankful provides a helping guide and hand all the time to make sure we are progressing well with our ...

"Thankful for Thankful."

What do you like best about Gladly? Really easy onboarding process. Integration with existing help desk and order management system was seamless. Transitioned my support org from a cost center to a revenue driver. They have been an excelllent partner and since implementing we have seen a major increase in CSAT. What do you dislike about Gladly? Nothing really. UX/UI could use some improvement, but updates are always rolling out. What problems is Gladly solving and how is that benefiting ...

"Easier than before"

What do you like best about Gladly? What I like best is the update with the customer order number, also being able to add multiple contact numbers for the customer, due to some customers having more than one. What do you dislike about Gladly? What I dislike about Gladly is sometimes Gladly may have some defectiveness when a customer calls in, it would show another call into another agent while on the phone with the customer. What problems is Gladly solving and how is that benefiting ...

"Makes Customer Service Easier"

What do you like best about Gladly? I enjoy the recent updates to my company's Gladly. Our streamlined customer lists has been a great improvement. I like being able to shrink the list but still be able to hover over the list to view each customer as needed. I believe the system works very well for different platforms, ie chat, SMS, email and phones. It runs smoothly and makes moving between each simple without any added hassle. What do you dislike about Gladly? Occassionally, the system ...

"Great Scalable Solution"

What do you like best about Gladly? In regards to the AI itself, it works very well and it's very customizable. It's effective at resolving simple things and providing information to customers through our CRM with only a webhook to our backend. I'm also really happy with the level of support they provide and how much of the legwork they do. They're extremely responsive and open to our ideas. What do you dislike about Gladly? The analytics dashboard doesn't offer a complete picture for some ...

"Professional to use and easy to Navigate"

What do you like best about Gladly? I love that gladly has a clean and easy-to-read platform. The information is communicated clearly. I like that Gladly will send noise alerts when there is a response via chat or email. I like that the platform makes it easy and clear to see new responses and updated contacts. What do you dislike about Gladly? I wish the topics section were more clear to navigate. We have a drop-down bar to select specific responses; however, it is not always easy to ...

"Remote programs for communication"

What do you like best about Gladly? The ability to easily navigate and toggle different tasks. What do you dislike about Gladly? The glitches experienced sometimes, but these generally work themselves out. Recommendations to others considering Gladly: Take your time to learn how to navigate. What problems is Gladly solving and how is that benefiting you? Quickly and efficiently assisting customers with various issues.

"Remote programs for communication"

What do you like best about Gladly? The ability to easily navigate and toggle different tasks. What do you dislike about Gladly? The glitches experienced sometimes, but these generally work themselves out. Recommendations to others considering Gladly: Take your time to learn how to navigate. What problems is Gladly solving and how is that benefiting you? Quickly and efficiently assisting customers with various issues.

"Glady is extremely user friendly, I have no complaints about it! It works perfect in every way to me"

What do you like best about Gladly? What I like best about gladly are the Answers. They are helpful to keep me productive throughout my day. I can easily find the information I need and provide a quick response to customer emails. I also really appreciate how easy it is to transfer and hold; if I have an escalated customer, I can chat with my supervisor while we are looking at the profile before transferring the call over to them What do you dislike about Gladly? The only thing I dislike ...

"Gladly can handle so many of your customer service needs"

What do you like best about Gladly? I really like the contact card feature, which gives us so much information about our customers. What do you dislike about Gladly? Kate (AI) takes a contact before I can respond and then reassigns to someone else. SMS channel does not put my texts in the order that I am responding. What problems is Gladly solving and how is that benefiting you? It has a lot of information in one place. It helps us look at previous conversations and consolidate a lot of issues.