Gladly , 27 reviews
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Very easy to work with, super responsive, and love how organized they were during the transition. Would absolutely recommend1
We use Gladly for all of our customer service and support and LOVE it. Super easy integration with shopify and we can see all customer order and interaction information in one place.
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 use Gladly to help our CX team provide an omnichannel customer experience. I really like the live boards and "people match" feature. It would be nice if Gladly integrated with more platforms and had a real-time feature that allowed you to segment new, open, and closed conversations based on criteria/topics.
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 :)
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!
Works great! There are occasions when shopify info doesn't show immediately in a Gladly conversation, even if the convo is merged correctly. That's my only complaint
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!