Customer service
Gladly

Gladly

by Gladly Inc

Ranked the #1 easiest-to-use customer service platform by G2

2.0 of 5 stars(2 reviews)
From $38/month. External charges may apply.

Every Channel Built In

Put an end to bolt-ons and plugins by using a cloud-based platform that has every channel natively built into a single UI, including voice.

Radically Personal Service

Provide agents with customer info like past purchases, buying preferences and more to drive personal conversations that boost brand loyalty.

Help Agents Work Faster

Support customers faster with the ability to to cancel/refund orders, issue discounts, and access quick links to Shopify all within Gladly.

About Gladly

Unlike legacy customer service platforms that are case centric, Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation across all channels from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Allbirds, Chubbies, and Andieswim to deliver exceptional customer experiences and makes customer service a competitive advantage.

Boost Agent Efficiency

Eliminate the need for your agents to search through inboxes or merge tickets. With a single lifelong conversation thread across all channels, agents get a full view of past customer conversations and can respond on any channel, making it easy for them to meet the customer wherever they are and optimize the use of concurrent channels.

Drive More Contact Center Generated Revenue

Turn your contact center into a revenue generator with a platform that empowers your agents to use past purchases and buying preferences to give personalized recommendations, capitalize on selling opportunities through proactive conversations, and even collect credit card information through chat to finalize a sale.

Lower Your Cost of Ownership

Simplify your technology stack with all channels natively built in to remove added complexity and costs, while give your agents one seamless customer communication platform. Our customers have been able to replace up to five 3rd-party solutions by switching to Gladly.

Integrates with

  • Stella Connect,
  • Agyle Time,
  • Calabrio,
  • Klaviyo,
  • Simplr,
  • Thankful

Media gallery

  • Full Customer View with a Single Conversation Timeline
  • Agent Inbox View with a Customer Conversation Notification.png
  • Gladly Built-In Knowledge Base
  • Gladly Task Collaboration
  • Gladly Chat and Self-Service Widget
  • Gladly Real-Time Liveboards

Support

Pricing

See all pricing options

External charges may apply. These charges are billed by the external provider and won’t appear on your Shopify invoice.

Service Agent User

$150/month

  • User who directly support your customers. These are the day to day front line agents. Gladly is best fit for contact centers with 10+ agents

Task-Based User

$38/month

  • User who do not directly support nor engage with customers but work in Gladly to assign tasks and collaborate internally to resolve requests

* All charges are billed in USD.
** Recurring charges, including monthly or usage-based charges, are billed every 30 days.

2.0 of 5 stars

The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.

  • 5 of 5 stars
    0% of ratings are 5 stars
    (0)
  • 4 of 5 stars
    0% of ratings are 4 stars
    (0)
  • 3 of 5 stars
    50% of ratings are 3 stars
    (1)
  • 2 of 5 stars
    0% of ratings are 2 stars
    (0)
  • 1 of 5 stars
    50% of ratings are 1 stars
    (1)
View all 2 reviews

Most recent reviews

Groove Life

Rating
3 of 5 stars
Last edited
September 22, 2021

We love where this is headed! There could be more actions included (like cancel, duplicate, partial refund). The only functionality at this point is refund, and it's only for a full refund. It would be helpful to provide partial refunds, too. The recently added discount code function would be a huge win for us but there is a current bug adding an additional space to the code that makes the code impossible for our customers to use. Additionally, order notes was recently made visible. For us, this is not an advancement as those notes print on the order's packing slip. We utilize the order and customer timelines, and having those available within Gladly would be far more beneficial. We're confident this will eventually be included :)

Developer reply

September 24, 2021

Hi there! Thank you for this feedback, we appreciate you taking the time to share it with us. Quick tip - when copying/pasting a discount code, make sure to check for extra spaces at the beginning and end of the code. We see this happening from time to time, and we'll definitely look into how we can make this more error-proof and user friendly. We'd love to connect with you to discuss some of the other items you mentioned in more detail. If you're up for spending a little time with us, please reach out to you CSM or Gladly Support and we will coordinate a meeting. Thanks for helping to make Gladly better!

Vidlogix

Rating
1 of 5 stars
Last edited
July 1, 2021

I am unable to access the platform or reach customer service. This is unacceptable for a customer experience provider. Scheduling a demo appears to be mandatory, a help center can not be embedded under your own domain, and there is no way for customers to check order status. The platform is far too expensive and requires an 8 seat minimum for customer-facing users and an annual contract. This company is cray!

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