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

"One of the Better Customer Service Tools I've Used."

What do you like best about Gladly? Pleasant aesthetics; ease of use; responsiveness. What do you dislike about Gladly? Inability to override customer match errors; occasional lagging or glitches which prevent me from opening up conversations via the notifications bar. What problems is Gladly solving and how is that benefiting you? Customer accounts.

"Gladly is a game changer"

What do you like best about Gladly? Gladly's linear, conversation style interaction record dramatically simplifies visibility into the customer relationship. What do you dislike about Gladly? Gladly continues to develop reporting capabilities. There are some custom resporting solutions Gladly has assisted us with outside of the platform while they do have native solutions on their roadmap to hopefully bring all our reporting needs back into the platform in the near future. What problems is ...

"Gladly has revolutionized our CS operations"

What do you like best about Gladly? What's not to like? The customer-centric model makes it easy to see the customer's entire history and context, which allows a seamless experience across all communication channels and builds efficiency between our CS agents. Gladly Answers is our source of truth for all messaging and communications and the Reports gives us a way to track KPIs and consumer trends that we're then able to report to other business partners. The user-friendly UX makes training ...

"Love all of the personalized support I get from Gladly!"

What do you like best about Gladly? The forums, amazing support, and an easy to use platform. What do you dislike about Gladly? There are a few things in the chat that I wish were more visible. For example, being able to see what the customer is typing so we can proactively have a response ready or knowing when a customer closes the chat widget or leaves the site. I would also like business hours which will help improve our SLA on emails and messages over the weekend when we are not ...

"KURU Footwear"

What do you like best about Gladly? The true omnichannel experience. We love having everything in one place. What do you dislike about Gladly? No business hours reporting. That is one of my biggest requests right now. Recommendations to others considering Gladly: Do it! What problems is Gladly solving and how is that benefiting you? Building a more efficient Call Center while still creating amazing customer experiencing and reducing effort for our customers.

"Gladly has been incredibly helpful in streamlining our CS experience!"

What do you like best about Gladly? I love that we have conversations instead of "tickets" that are all complied under each customer's profile. What do you dislike about Gladly? We were experiencing troubles with the ascending order of emails, but we've figured out some workarounds. What problems is Gladly solving and how is that benefiting you? Mostly shipment updates, assisting with returns/exchanges, phone calls and miscellaneous cases. Being able to scroll up and see all previous ...

"A benefit to the customer and to the business!"

What do you like best about Gladly? The conversation focus vs. seeing everything as single individual contacts across different channels. The quick installation via remote during the pandemic was also much appreciated. From contract signing to launch, we were up and running in about 90 days, all while everyone was working remotely from home and across different time zones. Since launch, our overall contact volume has dropped and we are finding it much easier to stay within our promised ...

"Fantastic System for Customer Service!"

What do you like best about Gladly? The most helpful thing about Gladly for me is the localized customer interactions. Having the ability to see all phone calls, texts, chats, and emails from a singular customer in one place makes doing my job easier! The ability to also set your statuses on the same platform while you work is handy as well - I love being able to consolidate resources! What do you dislike about Gladly? Tracking interactions and productivity are not quite as simple as ...

"I love that i can see when and who spoke with customer. The details are great."

What do you like best about Gladly? it's user friendly. It's easy to search a case What do you dislike about Gladly? Sometimes it says I missed calls, and it's because it doesn't ring sometimes. I have to remember to refresh a few an hour Recommendations to others considering Gladly: yes What problems is Gladly solving and how is that benefiting you? I solve all escalated calls

"Customer service has never been easier!"

What do you like best about Gladly? All customer interactions are visible within a continuous timeline, allowing for quick and easy research into previous conversations. The "answers" feature makes it easier than ever to provide customers with consistent information. Customer profiles are searchable and integrated into other systems. What do you dislike about Gladly? Messaging functionality doesn't always work as expected. What problems is Gladly solving and how is that benefiting ...