Gladly CX Platform vs. Issuetrak

In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee

Incentivized

If someone is looking for a ticket management system or something to keep track of records in a cloud environment, IssueTrak is well suited to handle this need. It's a very simple and basic approach and after using it for 10 years, it is still just as easy to find what I'm looking for on previous tickets from years ago. The setup can get a little bit of a challenge and if you have a need to segregate users/employees into their own areas for workflow, it can be a little daunting trying to get it just right. Where I feel that IssueTrak falls short is if you need to keep track of CUSTOM FIELDS (fields that you input as searchable and trackable information) in the Dashboard area, where you spend most of your time looking to see what your workload and flow are like, is very limited, requiring you to dig a little further for what you want to see. Also, no ability to input physical addresses / GPS coordinates to be displayed on some sort of real-time map is also missing and could really boost what IssueTrak has to offer.

Incentivized

• Keeps record of previous interactions/customer history.
• Displays customer profile, orders and inquiries simultaneously.
• Allows for excellent employee management (as in seeing where the team is at individually and collectively during a work day).

Incentivized

• Keeps expansive records over a large period of time.
• Provides a simple way to look at your workload with dashboards.
• Can be used on a company level with employees, but also can be set up to have customer interaction.
• Additional modules are handy as well (Inventory tracking, Surveys, etc.)

Incentivized

• Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update.

Incentivized

• No place to physically MAP out your tickets (IE: Google Maps / Address Fields / GPS coordinates).
• Dashboards and ticket items do not update in real-time, making users need to REFRESH to for the latest updates/dashboards.
• Mobile app not as good as the desktop experience, especially for Dashboard views.
• Can be a bit complicated to setup and get going. Segregation of departments / users can also be a little on the complex side.
• Dashboards could GREATLY use the ability to display and track CUSTOM fields for quicker access to the information you want the most.

Incentivized

Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction

Incentivized

IssueTrak is good at what it does, but we really needed some expanded functionality out of it that just hasn't organically happened. Having a 'real-time' update of Dashboards and tickets is a piece that is lacking, especially as our organization continues to grow. A lot of times you go to update a ticket and find out it has been altered/closed before you even hit the submit button. Being able to make charts/graphs of custom fields for Dashboard is a feature (that I feel) is long overdue. Also, the ability to capture address information / GPS coordinates to be displayed on a live map is also a feature we really wanted to see.

Incentivized

Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better

Incentivized

Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.

Incentivized

They were always very good at getting a timely answer to any questions I had and in cases where I actually needed support to step in and help, they always delivered. I was very happy with the support I received from them.

Incentivized

Gladly truly delivers what other vendors promote:

• True Omnichannel support.
• Easy to use UI.
• Robust reporting.
• Full SaaS solution.
• Built-in knowledgebase.
• Simple implementation.
• Great support team.
• True business partnership.
• Full 360 views of your customer.
• Reduced ramp time for agents.

It truly is the future of Customer Support software. True game changer.

Incentivized

IssueTrak shines for basic ticket management and the format in which they display all the information is very well done. I'd highly recommend it to someone that is looking at trying to track information at a ground level (just starting out). While other solutions are not perfect by any means, we just find that it is lacking some key features that we had hoped would have been implemented over the years (IE: More flexibility with Dashboard reporting and custom fields, a way visually look at addresses and GPS coordinates on a display map, more of a real-time approach with data and completion, etc.) This need caused us to look at some other solutions that may fit the bill a little better in the future.

Incentivized

• Improved Customer Satisfaction
• Operational Efficiency and Cost Savings
• Revenue Growth Through Enhanced Customer Experience

Incentivized

• Made tracking individual service changes, adds, deletions, and trouble-ticket very easy to manage.
• We migrated from a paper-based work order system to completely digital and online, thus cutting down on a lot of unneeded printouts.
• Was able to actually validate and see the performance of users and what they were contributing to the department on a daily, weekly, and monthly basis in terms of work performance.

Incentivized