Reviews: Gladly

Customer reviews: Gladly

Reviews (27)

Overall rating

4.7

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What Merchants Think

Overall, merchants have a highly positive view of Gladly, praising its ability to transform customer support operations. It streamlines communication across various channels, enhances agent efficiency, and improves customer interaction quality. Many users highlight Gladly's potential for growth and the impressive support provided by their team.

Key Strengths

Revolutionary timeline view that avoids traditional ticket systems
Simplifies agent use, leading to faster response times and improved work rate
Seamless integration with platforms like Shopify
Efficient channel switching for comprehensive customer profiles
Responsive and supportive product development team

Common Concerns

Lacks some out-of-the-box integrations compared to competitors
Limited functionality in certain areas (e.g., partial refunds)
Bugs affecting some newly added features

Final Thoughts

"Gladly" is widely appreciated for its innovative approach to customer support, making it a beneficial tool for businesses looking to enhance their customer service operations. While a few feature limitations and bugs are noted, the overall reception is that Gladly continues to evolve and adapt, promising further improvements in the future.

Groove Life

Sep 22, 2021 on Shopify

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 :)