Opiniones de Gladly

I've used a number of help desks in my 10+ years in the field of customer service. Gladly is the most user friendly platform that facilitates easy communication between myself and clients. I love the merging feature and enjoy the ease of having all communication for one customer in one 'conversation'. The canned actions are great too! Work smart, not hard!

can't fault gladly - so far i have not had any issues with the platform at all

Easy to get information and view the messages

Customer not able to see us writing them back

The members' contacts are streamlined and it's not difficult to check the members' previous concerns. Also, I liked the option to loop another department/people in the comment section of the task.

We cannot attach a document or a screenshot in the comment section of the task. It would be better if we can attach a screenshot.

I like how you can task things or set projects in Gladly and always have them visible and available during the workday/work week. I like how you can edit tasks, have a due date for them, assign people to tasks, etc. Gladly is easy to use and visually appealing to be simple. I like that.

I don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed out and then they rate me negatively for not getting the chat even though I answered. ALL chats should be emailed to the customer automatically so that they see that we responded.

I love the "search for answer" feature; it allows me to select the correct answer for a determined case. This software is easy to use, it just required a few hours of training, I just have to be pending of how I manage my time because this system is like my Kronos at the same time, it measures my availability vs schedule. It allows me to locate any coworker and make calls outside the company. It is all in one.

This software is used to measure my productivity, when I am coaching new hires and do not interact with it for 45 to 60 minutes it takes me out without previous notice and when I realize it, already passed more than 10 minutes. It does not allow me to correct the notes already posted.

Reliability, ease of use, efficiency, customer profile management, communication history via all channels, integration

market place integration is an issue, could have been better

It seems to be adaptable to our needs. Sometimes there are too many features that we don't use.

Occasional glitches (need to reboot) but that is rare.

Easy to use and very helpful in every task. There is no way for you to miss any task as it will always update on time.

System errors sometimes and logged when full of tasks

As a customer service employee, Glady is excellent at organizing customer information and keeping all interactions in one place from email/chat/text/call history, and ability to make notes and create tasks for other teams so each team member is on the same page if the customer reaches back out and each employee can pick up where the other left off easily.

Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not pleasing when you hear it 50+ times a day.

Gladly plays a very vital part of our daily operations on chat, email and phone. We are able to communicate with our customers thru Gladly and this is crucial because Our customers are the lifeblood of our business.

Since it is mainly dependent on internet connection when you are working at home and you don't have good and reliable service - you experience lagging and freezing which affects productivity.

like being able to easily search for customers and past contacts

cannot see all contacts closed in a shift, merging customer profiles is difficult because of customer #s not being consistent

Streamlined multi-channel communication and recordkeeping, allowing our team to work efficiently and keep our promises to members.

It would be nice if pinning items worked chronologically instead of in the order pinned, that is legitimately the only flaw I can find.

I like the single-thread feature. It makes checking member contact history easier.

I also like how gladly is set up, it's very user friendly.

No Chat transcript - Hopefully they add that feature in the future.

No mobile app. If gladly can have a mobile app, it's easier to monitor the queue while your away from your computer.

Love how easy it is to help the customer in all forms of communication, everything being in one ☝🏼 place is beyond helpful. Not having to click through tabs is a life saver

I wish it had a night mode! Looking at a white screen all day is hard on the eyes

What I like the most about the software is the quality of the calls

What I like least about this software is when the customer's information is mixed up

So easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders.

I wish that they had a mass assign for tickets - we have to pull tickets one by one which is fine, but we could have some time saved

This software is very efficient. I would recommend it to others.

There is nothing negative that I can say about this software.

Gladly is intuitive, simple but complex and easy to figure out

It's great. They keep making updates that make it even smoother

user-friendly, very easy to use, a lot of features that make this software so flexible.

sometimes the software gets frozen or some other people gets in your interactions but that is just happens few times.

I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.

My least favorite would be that some emails get sent to the wrong department.

1. I like that it has footprints on every conversation.2. Customer's concern all throughout is merged in just one thread.3. The Guru is linked via Gladly Answers.4. Very easy to use and understand.

1. I don't like that whenever the page refreshes it removes the recent characters we typed in.2. I don't like that some customer's responses will route automatically to [sensitive content hidden]