Gladly

Gladly est une plateforme de service client basée sur le cloud.

Note globale

4,8 /5
(119)
Rapport qualité-prix
4,9/5
Fonctionnalités
4,8/5
Simplicité d'utilisation
4,9/5
Support client
4,9/5

99%
des utilisateurs recommandent cette application
Classer par

119 avis

Lindsey
Note globale
  • Secteur d'activité : Meubles
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Gladly Review from a Customer Care Associate

Publié le 15/01/2022

The telephone, chat feature, and text/sms feature, and even the e-mail feature are SO much more innovative than our last system. It's like night & day. It's 100% better.

Avantages

I like how you can task things or set projects in Gladly and always have them visible and available during the workday/work week. I like how you can edit tasks, have a due date for them, assign people to tasks, etc. Gladly is easy to use and visually appealing to be simple. I like that.

Inconvénients

I don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed out and then they rate me negatively for not getting the chat even though I answered. ALL chats should be emailed to the customer automatically so that they see that we responded.

Tracee
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Glad to use Gladly!

Publié le 29/12/2022

I love that all channels feed into this one location so you have all ways that a customer has reached out all in one profile and the more you build the profile the better it works and is more helpful to support staff and most importantly the customer!

Avantages

The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years

Inconvénients

The ONLY complaint I have is how pending tasks sometimes do not show over in the left hand side of your inbox and the green notification bars that show at the top of the program block out some of the important information of the customer that you are currently working on

Laura
Note globale
  • Secteur d'activité : Meubles
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 5.0 /10

Good

Publié le 14/01/2022

Avantages

Easy to get information and view the messages

Inconvénients

Customer not able to see us writing them back

John Reniel
Note globale
  • Secteur d'activité : Santé, bien-être et fitness
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Gladly - Easy to understand tool for everyone

Publié le 21/09/2022

Overall, I will really recommend Gladly compared to other tools since this tool gives more confidence to users that helps improve productivity daily.

Avantages

I like how easy to understand the feature of this software in a way that the training team can easily be trained for them to share the knowledge with Agents. I also like the functions they can offer to us like SMS+Chat and Social media messages.

Inconvénients

So far, the reporting part has incomplete functions /filters that can be added so that it can improve the way reporting works.

Marisol
Note globale
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly

Publié le 18/08/2022

As long as I can communicate with the customer, I will be resolving a business requirement. Being able to contact our customers through chat, SMS, email, or calls is a crucial part of the business.

Avantages

I love the "search for answer" feature; it allows me to select the correct answer for a determined case. This software is easy to use, it just required a few hours of training, I just have to be pending of how I manage my time because this system is like my Kronos at the same time, it measures my availability vs schedule. It allows me to locate any coworker and make calls outside the company. It is all in one.

Inconvénients

This software is used to measure my productivity, when I am coaching new hires and do not interact with it for 45 to 60 minutes it takes me out without previous notice and when I realize it, already passed more than 10 minutes. It does not allow me to correct the notes already posted.

Mohammad Salim
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Efficient, Ease of access, Reliable

Publié le 23/08/2022

Excellent

Avantages

Reliability, ease of use, efficiency, customer profile management, communication history via all channels, integration

Inconvénients

market place integration is an issue, could have been better

April Jae
Note globale
  • Secteur d'activité : Cosmétiques
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Why we recommend Gladly

Publié le 15/01/2023

Overall, this tool helped in our daily Customer Experience, especially in how we are able to manage our daily tasks, in providing a fast response.

Avantages

Our transition to Gladly was seamless and it provided a very satisfactory feature where we are able to interface with our members in a very seamless manner. super user-friendly and easy to navigate.

Inconvénients

None that I can think of as so far the tool have been excellent in all ways and form.

Raiza
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 9.0 /10

Gladly Review

Publié le 16/11/2022

Overall positive

Avantages

Being able to reduce duplicate reach outs from the same user across different channels - which affect volume projections

Inconvénients

Whenever a customer reaches out to multiple channels, the SLA is counted in each of the channels so it results to inaccurate data as an agent is only able to assist in one channel at a time

Analyn
Note globale
  • Secteur d'activité : Mode et vêtements
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Good!

Publié le 15/01/2023

Avantages

Easy to use and very helpful in every task. There is no way for you to miss any task as it will always update on time.

Inconvénients

System errors sometimes and logged when full of tasks

Jia Fretz
Note globale
  • Secteur d'activité : Externalisation/délocalisation
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly Feedback

Publié le 15/01/2023

I am using gladly to communicate with the people who need help with solving their issues with the service that our company offers and so far, it is very helpful and makes our job easier.

Avantages

What I like the most about Gladly is that we can back-read the previous conversation without any hassle. Gladly is user-friendly.

Inconvénients

I have been using Gladly for almost a year now and so far, Gladly is very easy to use.

Aicel
Note globale
  • Secteur d'activité : Produits alimentaires
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Love Gladly!

Publié le 29/11/2022

Conversations flow smoothly and it's very easy to use. Great reporting features too!

Avantages

Gladly is very to use and has taken our customer's experience to a whole new level. We're able to personalize interactions a lot more!

Inconvénients

They were missing some integrations that are important to use, but are very open for feedback and are slowly working towards them.

Jessie
Note globale
  • Secteur d'activité : Mode et vêtements
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 8.0 /10

Gladly keeps things organized!

Publié le 11/07/2022

Avantages

As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.

Inconvénients

Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.

Rhysha May
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

So Glad I was trained on Gladly!

Publié le 12/10/2022

Gladly makes it easier for us to analyze data and manage our numbers with all the readily available reports that we can even customize according to our needs and focus.

Avantages

Gladly plays a very vital part of our daily operations on chat, email and phone. We are able to communicate with our customers thru Gladly and this is crucial because Our customers are the lifeblood of our business.

Inconvénients

Since it is mainly dependent on internet connection when you are working at home and you don't have good and reliable service - you experience lagging and freezing which affects productivity.

ZoëMae
Note globale
  • Secteur d'activité : Meubles
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

Gladly Review

Publié le 03/01/2023

has made my job much easier

Avantages

like being able to easily search for customers and past contacts

Inconvénients

cannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent

Diana
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly is the BEST CRM

Publié le 31/05/2022

Avantages

Streamlined multi-channel communication and recordkeeping, allowing our team to work efficiently and keep our promises to members.

Inconvénients

It would be nice if pinning items worked chronologically instead of in the order pinned, that is legitimately the only flaw I can find.

Berlin
Note globale
  • Secteur d'activité : Cosmétiques
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Gladly Review

Publié le 12/09/2022

So far, the experience is good. Gladly support is always there to assist!

Avantages

I like the single-thread feature. It makes checking member contact history easier.

I also like how gladly is set up, it's very user friendly.

Inconvénients

No Chat transcript - Hopefully they add that feature in the future.

No mobile app. If gladly can have a mobile app, it's easier to monitor the queue while your away from your computer.

Alaysia
Note globale
  • Secteur d'activité : Mode et vêtements
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Perfect for Everyday customer service

Publié le 13/01/2022

Avantages

Love how easy it is to help the customer in all forms of communication, everything being in one ☝🏼 place is beyond helpful. Not having to click through tabs is a life saver

Inconvénients

I wish it had a night mode! Looking at a white screen all day is hard on the eyes

Valentina
Note globale
  • Secteur d'activité : Meubles
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly

Publié le 13/01/2022

It is an amazing program to use for call centers

Avantages

What I like the most about the software is the quality of the calls

Inconvénients

What I like least about this software is when the customer's information is mixed up

Clarke
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly is the best!

Publié le 14/06/2022

It's so great! I love that this is my CS platform and it's so easy to use!

Avantages

So easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders.

Inconvénients

I wish that they had a mass assign for tickets - we have to pull tickets one by one which is fine, but we could have some time saved

Ortal
Note globale
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly is amazing

Publié le 17/02/2022

positive experience overall

Avantages

This software is very efficient. I would recommend it to others.

Inconvénients

There is nothing negative that I can say about this software.

Samuel
Note globale
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Easy to figure out and use

Publié le 13/01/2022

Avantages

Gladly is intuitive, simple but complex and easy to figure out

Inconvénients

It's great. They keep making updates that make it even smoother

Jose
Note globale
  • Secteur d'activité : Meubles
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly Is a very easy to use software and at the same time is a powerful software.

Publié le 27/12/2022

thanks to Gladly we are more efficient and we have happy customers.

Avantages

user-friendly, very easy to use, a lot of features that make this software so flexible.

Inconvénients

sometimes the software gets frozen or some other people gets in your interactions but that is just happens few times.

Maya
Note globale
  • Secteur d'activité : Vente au détail
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Love this software!

Publié le 13/01/2022

Overall Gladly has been a great and easy experience.

Avantages

I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.

Inconvénients

My least favorite would be that some emails get sent to the wrong department.

Catherine
Note globale
  • Secteur d'activité : Externalisation/délocalisation
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 1 à 5 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

My Review for Gladly

Publié le 23/01/2023

Gladly helps us resolve FabFitFun customers' concerns related to the product they bought from us. It also provides real-time assistance which gives a good customer service experience.

Avantages

1. I like that it has footprints on every conversation.2. Customer's concern all throughout is merged in just one thread.3. The Guru is linked via Gladly Answers.4. Very easy to use and understand.

Inconvénients

1. I don't like that whenever the page refreshes it removes the recent characters we typed in.2. I don't like that some customer's responses will route automatically to [sensitive content hidden]

Jessica
Note globale
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Gladly review 2022

Publié le 17/01/2022

Easy to navigate and communicate with my colleagues.

Avantages

Ease of use. It's an intuitive platform that takes little prior knowledge to navigate.

Inconvénients

I don't have any complaints about the software at this time. I find it very useful.