Gladly - Avis

Easy to use when finding the reach out or conversation history. Outbound option are in place and is easy to access/use.

Gladly suddenly refreshes and you lose what you are typing in or want to save.

Easy to get information and view the messages

Customer not able to see us writing them back

I can stop saying this! this software makes our job easier, faster and it gives us a chance to be more personal with the customer and make them feel valued and that its a great achievement for our company

sometimes the info of the customer is a little hard to find but like we use Shopify along with it, this helps us in the research for the order history and more

The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.

The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.

It creates a great Omni-channel experience for our team. We can work seamlessly through all of our channels and understand how everything is performing.

Not anything I would call out. I have been an Admin for years across two companies and have no complaints.

The full visibility on what the agents are doing and the easy reporting.

The fact that i cant log people from my admin account

Our transition to Gladly was seamless and it provided a very satisfactory feature where we are able to interface with our members in a very seamless manner. super user-friendly and easy to navigate.

None that I can think of as so far the tool have been excellent in all ways and form.

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

The easy view on all the transactions from a specific customer.

I cannot think of any as of now since I am satisfied with the current set up.

very easy to use this software. convenient to use

wish u can take way more notes for each person and customer

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.

I love this software because of the many used and quality interactions

Every once in a while it kicks me out and I have to restart and search for customer I was working with

The way the system integrates tasks, comments, notes and pings to be able to fully assist a customer, even between various different departments to finish the interaction properly and timely.

I think that Liveboards could be improved regarding the refresh rate of the several statuses of logged in agents, specially when it is about "idle" times that could impact operations in a meaningful way.

Seamlessly move between customers, making my workload/shift more efficient. Everything is neatly organized and there's tons of functionality. Great support service.

There's genuinely no errors with the software. I use it everyday when I work. The program never quits unexpectedly and there's never any scheduled downtime during the workday.

How easy it is to navigate through the system and how easily you can connect to customer info and the amount of info the system can hold without glitches.

I find the system to operate perfectly and for it to be able to pull up info fast.

Easy to use, very user friendly. Easy to manage the Team

inability to use external signatures in Gladly.

Apart from the simplicity this tool provides, all aspects of it are streamlined and organized.

Sometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels.

I like how easy it is to access the previous conversation of the member

I don’t like how it won’t show you or it isn’t clear if the member replied already

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.

It has GLADLY ACADEMY COURSES. It's easier to understand the process because the platform provides its own training and progress.

Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.

All features are easy to use and really useful

Sometimes there is a glitch, when having another queue on, we still get calls. If they can fix this, it would be perfect