Gladly logo

Gladly

by Gladly Software · Since 2014
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ActiveAvailable globallyCloud
Quick facts
VendorGladly Software
Year launched2014
StatusActive
Location60 29th Street Suite 125, San Francisco, CA, United States, California
Countries servedGlobal
Languages6
Integrations27+
Free tier
Free trial
Contact salesYES

About Gladly

Gladly is a customer use AI platform from Gladly Software designed to facilitate efficient service and build lasting relationships. It combines platform overview, product tour, and request demo features, so businesses can grow loyalty, retention, and lifetime value (LTV). The software also includes a system status feature and API reference to support integration and performance tracking. With Gladly, organizations can access tools that are specifically tailored for customer use management, allowing them to understand and improve their interactions with customers more effectively. Key capabilities: platform overview product tour request demo system status API reference Best for: businesses that need a reliable solution to improve customer loyalty and engagement.

Gladly is a comprehensive customer service software designed to streamline interactions across various channels, including call centers, complaint management, contact centers, customer communications management, live chat, and help desk support. One of its standout features is its unified platform that allows agents to seamlessly transition between different communication channels, providing a consistent and personalized experience for customers. The user interface of Gladly is intuitive and user-friendly, with a clean design that enhances usability. Its unique design elements, such as a unified timeline view of customer interactions and integrated customer profiles, make it easy for agents to access relevant information quickly. This helps improve efficiency and allows agents to provide more personalized and efficient service to customers. In terms of core functionalities, Gladly stands out from its competitors with its innovative approach to customer service management. It offers advanced automation capabilities, AI-powered routing, and real-time analytics that help organizations optimize their customer service operations. Additionally, Gladly's collaborative tools enable agents to work together seamlessly, leading to faster resolution times and improved customer satisfaction.

Pros & Cons

What users like
  • +1. Unified Omnichannel Support: Gladly brings all customer communications into one place, simplifying agent workflows and improving efficiency.
  • +2. Customer-Centric Approach: The platform's focus on customer profiles ensures a highly personalized experience, remembering customer interactions across all channels.
  • +3. Advanced Automation: Automates common tasks and workflows, allowing support agents to focus on high-impact interactions.
  • +4. Real-Time Analytics: Provides valuable insights into team and customer performance with comprehensive reporting and dashboards.
  • +5. Seamless Social Media Integration: Allows businesses to easily manage customer support via social media, which is increasingly important in customer service.
What users flag
  • 1. Complex Setup for Large Teams: Larger organizations may find the setup and customization process a bit complex.
  • 2. Learning Curve: The platform’s rich feature set may require some time for new users to fully learn and navigate.
  • 3. Limited Offline Support Features: Gladly is focused primarily on digital communication, which may limit its appeal for businesses that also need robust offline support tools.
  • 4. Limited Reporting Customization: Some users may find the platform’s reporting options not as customizable as they would like.

Features

Key features

• Omnichannel Support
Gladly enables businesses to provide customer support across multiple channels, including phone, email, SMS, social media (Twitter, Facebook), live chat, and more, all in one unified interface.
• Customer Profiles
Each customer interaction is tied to a unique customer profile, giving support agents full context of previous conversations across all channels.
• Personalized Service
Provides businesses with tools to offer personalized experiences, remembering customer preferences, history, and interactions.
• Integrated Messaging
Unified communication tools that allow agents to handle chat, email, phone, and messaging in a single place, improving response times and streamlining workflows.
• Customer Service Automation
Includes features for automating common customer service tasks, such as ticket creation, routing, and follow-ups.
• Real-Time Analytics
Offers powerful analytics and reporting tools to measure customer satisfaction, agent performance, and other key metrics.

Additional features

• Case Management
Track, manage, and resolve customer issues with case management tools integrated across all channels.
• Automated Workflows
Automate common tasks like ticket routing, case resolution, and follow-ups.
• Personalization
Personalize each customer interaction based on previous conversations and customer data.
• Live Chat
Real-time support via live chat integrated into websites or mobile apps.
• Social Media Integration
Handle customer inquiries from social media platforms like Twitter and Facebook directly within the platform.
• Mobile App
Provides a mobile interface for agents to manage customer interactions on the go.
• Real-Time Analytics
Access dashboards that offer insights into team performance, case trends, customer satisfaction, and agent efficiency.
• Knowledge Base
Build and manage an internal knowledge base for agents, reducing resolution time and providing instant answers.
• Reporting
Provides detailed reporting on key metrics such as response times, resolution times, customer satisfaction, and more.

Pricing

Free trial
Free version
Request a quote
Promo Offer

Countries & Languages

Global
Countries served
6
Interface languages
12
Billing currencies

Interface languages

EnglishSpanishFrenchGermanItalianPortuguese

Billing currencies

🇺🇸USD🇪🇺EUR🇬🇧GBP🇦🇺AUD🇨🇦CAD🇯🇵JPY🇨🇳CNY🇮🇳INR🇲🇽MXN🇧🇷BRL🇸🇬SGD🇭🇰HKD

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