Gladly Customer Reviews 2026 | Customer Service

What is Gladly?

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.

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Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gladly.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Gladly?

2% Negative

0% Neutral

98% Positive

Pros

Efficient Service
Inspires Innovation
Caring
Saves Time

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Gladly Reviews

Diana Elizabeth F.

Role: Industry Specific Role
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Easy, faster, a must have system

Likeliness to Recommend

10 /10

What differentiates Gladly from other similar products?

In my experience between the two system that I have used zendesk and gladly, this has come to help us to improve our productivity and to make the training easier. This has change our work for the better, the way we find the information of the customers, the way we have the pre-written answers, that help us everyday to make our job the best we can. To be able to attend our customers as people and not tickets, makes them feel valued and for us they are the most important part of our work. I really thank for this change because I have learned a better and faster way or work, that I will use for a long time, hopefully!

What is your favorite aspect of this product?

What i mention earlier, the way gladly has make our job easier.. For a lot of us that start using zendesk and make the change to gladly this has been quite a ride, because we have learn so many aspects of this customer service

What do you dislike most about this product?

I think the only thing that I'm not that in to it... Is the fact that sometimes we can't merge several customers to make just one customer profile, but i think this is a minor issue comparated with all the advantages

What recommendations would you give to someone considering this product?

I highly recommend it, because this system can improve the productivity of the team. What i do recommend is that you give you agents the time to learn all the aspects of the system, all the tools that help us in a daily basis job

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Judith A.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2022

Tool which revolutionized customer service

Likeliness to Recommend

10 /10

What differentiates Gladly from other similar products?

Gladly can track actions triggered by/ on the customer's end which would help us in checking in advance what the customer needs

What is your favorite aspect of this product?

I love seeing everything in one place (history via email, chat, call or sms reach-outs).

What do you dislike most about this product?

So far, I can't say that there's anything I dislike from using the tool. Will surely provide feedback/ review once I discover something.

What recommendations would you give to someone considering this product?

I love using Gladly since it allows us to check all channels (calls, chats, emails and SMS) in one platform, as well as the history of the customer's reach-outs. This in turn provides us a system which is very easy to use and we're confident that it also provides great customer service since issues are resolved immediately. Really loving the tool so far and will highly recommend this to anyone who thinks of using it too!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Harsh K.

Role: Sales Marketing
Industry: Banking
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Sep 2022

It is pricey but worth it

Likeliness to Recommend

6 /10

What differentiates Gladly from other similar products?

Customer service

What is your favorite aspect of this product?

Uniqueness is

What do you dislike most about this product?

Nothing so far

What recommendations would you give to someone considering this product?

It won’t disappoint you

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

How We Deliver

Events

Gladly

What is Gladly?

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Gladly Ratings

89 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Gladly?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

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Gladly Screenshots

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Conversation in Gladly Sidekick

Demonstration of call summary capabilities

Gladly Videos

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Gladly Reviews

Diana Elizabeth F.

Easy, faster, a must have system

Likeliness to Recommend

Pros

Judith A.

Tool which revolutionized customer service

Likeliness to Recommend

Pros

Harsh K.

It is pricey but worth it

Likeliness to Recommend

Pros

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Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Customer Service Knowledge Management

Intelligent Search

Mobile Customer Care

Customer Community Management

Multi Channel Support

Analytics and Reporting

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of Customization

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Ease of IT Administration

Business Value Created

Product Strategy and Rate of Improvement

Vendor Support