Gladly Erfahrungen

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.

Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time

for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk

Easy to get information and view the messages

Customer not able to see us writing them back

The feature I like the most is the Task. We are able to tag and set due dates on tasks which is really helpful for us to be more efficient. Conversations from different channels from the same user also show in one conversation only. Lesser tickets for us

The least favorite thing for me is that when the tool is idle it does not auto close or keep open

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.

very easy to use this software. convenient to use

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

How emerge all the data into one software

something how the interactions dissapear

Very easy to understand and does not have technical issues as much.

I believe everything can improve, however I feel like Gladly works well!

I like the easy way to get phone calls and to transfer

The ringtones, i would like to get my own ringtones

How I can easily navigate through the app

The website Idle within the short period of time.

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 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

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.

I like that all the information is in once place. Makes my job way easier!

You can't unmerge a customer once accidentally linked or merged

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

Being able to quickly access customer data

Lagging and inconsistency with customer account mergers

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

inability to use external signatures in Gladly.

Gladly is very easy to use. It is fast and very efficient

There arent many things that i didnt like that i could think of