Gladly CX Platform

Score8 out of 10

10 Reviews and Ratings

Community insights

TrustRadius Insights for Gladly Customer Service are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy to use interface: Users have consistently praised the platform for its easy-to-use interface, with many stating that it is simple, robust, and intuitive. Several reviewers mentioned that they found it easy to navigate and appreciated the comprehensible layout of the platform. Overall, a large number of users have commended the user-friendly design of the interface.

Efficient multi-channel access: Many users appreciate the ability to access and interact with multiple channels such as voice, chat, SMS, and email all in one place. They find this feature efficient and more effective than using multiple tools. The convenience of having all communication channels consolidated into a single platform has been highly valued by customers.

Comprehensive customer information view: Users have expressed their appreciation for the platform's ability to provide a comprehensive view of customer information and interactions. Having previous conversations, calls, emails, and chats easily accessible in one place has been beneficial for effectively communicating with customers. This feature has received positive feedback from numerous reviewers who value being well-prepared when interacting with customers.

Reviews

5 Reviews

Gladly CX Platform a game changer on customer services

Rating: 10 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

We use the program to respond to customers' emails, chats, and calls.
The job is to respond to every customer inquiry, including sizing, returns, sales, exchanges, new items, inventory, and discounts. With Gladly CX Platform, we can make all the approaches we need to the customer, and it allows us to escalate, make notes, make tasks, transfer calls, etc. So for u,s having Gladly CX Platform has been a game changer as we used to have Zendesk

Pros

All the customer info can be found easily
We have the Shopify links in the same cx profile
We can see the past interactions the cx has made before, and we can see the subject of the request
We can manage internal information on the customer profile just for us as agents

Cons

When you cannot merge the customers' accounts
When the emails arrive with a delay
In the way we cannot edit or delete notes

Likelihood to Recommend

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

Diana Elizabeth Flores E

CS agent in Customer Service at XB fulfillment (501-1000 employees)

Vetted Review

3 years of experience

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All that I needed in one place

Rating: 9 out of 10

Incentivized

June 24, 2025

Use Cases and Deployment Scope

We use the Gladly CX Platform as our customer service solution to streamline communication across multiple channels, including email, chat, voice, and social media. It serves as the primary interface for our agents and Team Leaders, allowing us to manage customer interactions more efficiently and deliver personalized, seamless support. Gladly helps us address several key operational challenges

Pros

Customer Experience Consistency
Agent Efficiency & Productivity
Consolidates all interactions into a single, continuous conversation timeline

Cons

Lack of Visibility & Reporting
Fragmented Customer Data
Reporting and Data

Likelihood to Recommend

It is easy to use and find customer information, the visibility of open task and incoming task. The view of the incoming inboxes and queue is great. A less appropriate or more difficult scenario is looking for call counts and call data for agents has been a bit more difficult to navigate.

Verified User

Employee in Customer Service (11-50 employees)

Vetted Review

3 years of experience

Gladly CX Platform is a YES

Rating: 10 out of 10

Incentivized

June 18, 2025

Use Cases and Deployment Scope

I use Gladly CX Platform for my role as a customer service representative.

Pros

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).

Cons

I wish there was a way to grab more than one case at a time.

Likelihood to Recommend

Gladly CX Platform is great for customer management and cross team communication as well as team management overall.

Verified User

Employee in Customer Service (5001-10,000 employees)

Vetted Review

7 years of experience

All the reason you should go with Gladly

Rating: 10 out of 10

Incentivized

June 13, 2021

Use Cases and Deployment Scope

Our entire company uses Gladly to communicate with our customer base. All the way from HQ to customer service. The program updates you in real time and if you are still available will direct the contact to you directly to cut down on changing contacts mid conversation. There are also conscientious features for interpersonal communication.

Pros

Organizes customers.
Connects customers accounts when necessary.
Helps contact a customer.
Keep customers info organized.
Can combine all communications from multiple emails and phone numbers.

Cons

Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
The inbox could notify you better of completed tasks and keep better track of your history in your own account.

Likelihood to Recommend

Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.

Fallon Penrod

Independent Contractor in Customer Service at Rothy’s/NexRep (51-200 employees)

Vetted Review

1 year of experience

Gladly, you’ll be glad you selected it!

Rating: 10 out of 10

Incentivized

November 21, 2019

Use Cases and Deployment Scope

Gladly is being used by our Customer Care team to support JOANN customers across all channels including voice, email, chat, SMS and social. Gladly provides a 360-degree view of our customers allowing us to personalize the service we deliver based on their purchasing and support history. The ability to support all channels via one easy to use interface has reduced our ramp-up time for new team members.

Pros

Easy to use interface. Supporting customers is as easy as texting a friend.
True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.

Cons

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

Likelihood to Recommend

Gladly is a true Omnichannel solution. Where other products promote this capability, Gladly delivers on it. All channels are supported on the same screen with the same UI. Gladly truly puts the customer at the center of the conversation. With Gladly you can stop switching between applications to support your customers and start delivering world-class support your customers deserve.

Drew Chamberlain

Director of Operations and Customer Experience in Customer Service at JOANN Stores (10,001+ employees)

Vetted Review

1 year of experience

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