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.

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!

Gladly is great. The chaos that was our former customer service set up is over. They were so great and patient setting us up. Everything is so much more organized and customers are being helped quickly without things falling through the cracks.

We're fans of Gladly from the technical demo to our implementation to post-launch support. Gladly is helping us treat customers like how we want to be treated - not like a ticket or case number. And our customer service team quickly adapted and became fans too - the key to our success with Gladly.

This is the best customer service platform out there, so easy to onboard and the "conversation" structure with customers really helps agents offer the best customer service experience. And none of those annoying tickets.

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.

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 :)

The integration was seamless, and the usability requires zero training. The additional visibility has allowed our team to be even more agile in our day to day.

Gladly has positively changed how we are able to delight our customers by providing a one stop shop tool that is easy to use and geared towards providing an efficient and elevated interaction between agents and customers.