Gladly CX Platform

Score8 out of 10

10 Reviews and Ratings

What is Gladly CX Platform?

Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.

Categories & Use Cases

Media

a customer getting a flight update through Gladly

a customer conversation with Gladly Sidekick

1 / 4

Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1

Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Ticket response
Agents can easily follow up with customers.
Category average: 8.8

Diana Elizabeth Flores E View profile

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

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

Return on Investment

Has improved the productivity by 50% compared to Zendesk
The time losses have dropped since we started using Gladly CX Platform
The training for new agents is easier than before, as with Zendesk

Usability

Alternatives Considered

Zendesk Suite

Verified User

Employee in Customer Service (11-50 employees employees)

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

Return on Investment

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

Usability

Other Software Used

Sprinklr Service, ByDesignFreedom, Salesforce CMS

Verified User

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

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.

Return on Investment

This platform has improved the speed in which customer issues are resolved by providing a broad picture of customer need, profile and history.

Usability

Other Software Used

Microsoft 365, Salesforce Commerce Cloud, IBM AIOps Insights

Fallon Penrod

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

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.

Return on Investment

It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
Gladly allows you to view what other representatives are doing and if they are busy or available for questions.

Alternatives Considered

Shopify, Iterable and Google Forms

Other Software Used

Shopify, Google Forms, Iterable

Drew Chamberlain View profile

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

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.

Return on Investment

We have seen our backlog of both emails and calls reduce significantly since implementing Gladly.
We have been able to scale up our support without adding additional agents based on the efficiencies we have gained using Gladly.
Customer satisfaction scores have increased based on faster response times, consistent solutions and cross channel awareness.