Gladly

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 :)

Our team really enjoys the conversation design of the CRM. Gladly is very open to feedback and very responsive to our support requests. We are excited to see new integrations happening and to be a part of those innovations. We believe as Gladly continues to grow and develop it will have a great positive impact on our company as we scale.

I am truly a huge Gladly fan. It is revolutionary for efficiency, while not losing sight of the customer experience. Highly recommend!

We love Gladly here at Chirp, we are particular in love with the KPI metric and the amount of information it brings. Thank you Katie for the support and guiding us through our first few months using Gladly.

We don't use all of the features, so can't speak to the integration as a whole, but we have really enjoyed how much easier Gladly has made it to see all of our Shopify data within individual customer conversations.

Our team is really happy with Gladly. The shift from tickets to a conversation-focused design is a game-changer, and the Gladly team has provided us with excellent support. The Shopify integration not as intricate as Gorgias, but Gladly's more advanced features make it a better fit for mid-size merchants. Some features do require custom app development. Would give 4.5 stars if I could.

Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.

We switched from a different CX program to Gladly just about 4 months ago and it has been a game changer. Our productivity has increased and our response time has decreased which are two big wins for our Customer Care!

Completely transformed and streamlined our client care team. The way that agents can seamlessly switch between contact channels is very efficient. The implementation process is very thorough and the offerings can be tailored to match needs. We will be able to grow with gladly for a very long time!

Gladly has been a critical part of improving the efficiency of our customer service department. We were so excited to make the switch and now that we have, we're so glad we did!