What is Gladly?

Gladly is a comprehensive customer service platform designed to help businesses provide outstanding customer experiences across multiple channels. It integrates voice, email, chat, social media, messaging, and self-service options into a single platform, offering a cohesive view for both agents and customers.

What Makes Gladly Unique?

Gladly stands out by offering:

• Unified Cross-Channel Support: Agents can effortlessly transition between various communication channels without losing context.
• Customer Profiles & Insights: A complete view of customer interactions and history enables personalized service.
• Omnichannel Self-Service: Customers can access self-service options like chatbots and knowledge bases at their convenience.
• Built-in Integrations: Gladly connects seamlessly with leading CRMs, help desk software, payment systems, and commerce platforms.
• Reporting & Analytics: Comprehensive reporting tools provide insights into operational metrics and customer satisfaction.
• Mobile App: Agents can manage customer interactions on the go with dedicated iOS and Android applications.
• Flexible Deployment: Gladly can be implemented in the cloud or on-premises, catering to diverse business needs.

Key Features

• Unified Agent Workspace: All customer interactions are managed from a single screen, maintaining context and history.
• Omnichannel Routing: Intelligent routing directs customers to the appropriate agent based on skills and availability.
• AI Assistance: Features like automated suggestions and sentiment analysis support agents in real-time.
• Self-Service Options: Customers can utilize chatbots, knowledge bases, and community forums for quick answers.
• CRM Integrations: Direct access to customer data enhances personalized service.
• Analytics & Reporting: Custom and standard reports provide insights into various performance metrics.

Pros & Cons Table

Who is Using Gladly?

Gladly is tailored for medium to large enterprises across various sectors aiming to enhance customer experiences. Key users include:

• Customer Service Teams: Benefit from a unified workspace and complete customer history.
• Customer Service Managers: Utilize tools for monitoring and coaching agents to boost performance.
• CX Leaders: Leverage analytics to optimize support operations and align with business objectives.
• IT Teams: Enjoy straightforward implementation and integration across channels.
• Sales & Marketing Teams: Gain insights for targeted campaigns.

Gladly is particularly effective in high-touch industries such as retail, commerce, financial services, healthcare, and home services.

Support Options

Gladly offers comprehensive support and training, including:

• Onboarding Managers: Dedicated specialists assist with implementation and configuration.
• 24/7 Technical Support: Unlimited access to support via phone, chat, and email.
• Gladly Connect: An online community for users to connect and share insights.
• Knowledge Base: A searchable library of guides, documentation, and best practices.
• Product Training: Ongoing webinars for effective use of Gladly.
• Admin Training: Courses focused on managing and optimizing the Gladly environment.
• Developer Docs: API documentation for custom integrations.

Pricing

Gladly offers various pricing tiers to accommodate different business needs:

• Plus: For small to medium businesses, starting at $1,200/month.
• Pro: For growing customer service teams, starting at $3,000/month.
• Enterprise: For large organizations with custom pricing options.

Please note that pricing information may not be up to date. For the most accurate and current pricing details, refer to the official Gladly website.

Integrations and API

Gladly integrates seamlessly with popular platforms, including:

• CRM: Salesforce, Zendesk Sell, Dynamics 365
• Ecommerce: Shopify, Magento, BigCommerce
• Helpdesk: Zendesk Support, Freshdesk, Jira
• Payments: Stripe, Authorize.net
• Marketing: MailChimp, Klaviyo
• Productivity: Slack, Google Apps

For a complete list of Gladly integrations, visit the official website.

FAQ

Common questions about Gladly include:

• What types of businesses benefit from Gladly? Gladly is ideal for medium to large companies across various industries.
• Can Gladly be customized? While it offers many features, customization options may be limited.
• Is training available for new users? Yes, Gladly provides extensive training resources and support.

Useful Links and Resources

• Start a free trial
• Request a demo
• Gladly product page
• Customer success stories
• Webinars
• Contact sales