Avis clients sur Gladly

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.

Easy to get information and view the messages

Customer not able to see us writing them back

I like how easy to understand the feature of this software in a way that the training team can easily be trained for them to share the knowledge with Agents. I also like the functions they can offer to us like SMS+Chat and Social media messages.

So far, the reporting part has incomplete functions /filters that can be added so that it can improve the way reporting works.

What I like most about Gladly is it has a single, lifelong conversation across all channels. The user can view the customer's entire conversation history, regardless of channel, in a single view. This gives customers more context, less repetition, faster responses, and a more personal touch.

Although the user may experience errors when exporting data, Gladly significantly improves the platform's reporting capabilities, making it an even more powerful tool to everyone.

I like the Features of this Customer Service Software. The ticketing feature wherein we can handle multiple channels of communication. It has Complete customer service systems. This customer service platform has all of the features you need in a single platform and Gladly has it all.

I believe that not all customer service software is created equal- nor perfect but looking forward to how Gladly innovates more in the future.

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.

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.

Being able to reduce duplicate reach outs from the same user across different channels - which affect volume projections

Whenever a customer reaches out to multiple channels, the SLA is counted in each of the channels so it results to inaccurate data as an agent is only able to assist in one channel at a time

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.

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.

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.

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

It's great that the call is always recorded and that we can stop the recording when we need it. It helps us to keep track of every call very easy. Not only that, but it has the option to listen other call to monitoring in case is needed. Very helpful.

All of gladly is great and very helpful! Don't dislike anything.

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 like how current this feels. Most programs feel archaic. This is up to date and feels like "smart" software

The cancel button for emails. It needs to have a prompt that asks if we are sure we want to cancel

helps in customer data, search history, various channels on signal thread, transfers & helps in coaching

to switch for projects, the workforce has to be informed

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

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

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

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

I love the fact it is soooo easy to use Gladly.

Being able to connect the retail location with the customer we are talking with.

it's very easy to use, easy to learn and organized

sometimes the answer feature glitches and won't show the full answer

Being able to quickly access customer data

Lagging and inconsistency with customer account mergers