The customer-first approach to customers offered by Gladly is indeed spectacular; regardless of the channel, all interactions are linked to one customer profile. The unified timeline feature which enables agents to view a full history of chat, email and voice in real time is my favorite.

Gladly’s most powerful benefit is that it’s people-centric rather than ticket-centric. The other tools create a new ticket every time. Whenever a customer emails, it creates a ticket number. It is very confusing. But in Gladly, one customer gets one screen. So if they chat today, and call tomorrow, I can view it all in one place. No need to ask Sir, what was your old ticket number? It keeps the customer happy and my end quick.

I have been serving as Senior IT Manager during the last 10 years and do use numerous tools such as Zendesk and Salesforce. But Gladly works differently since they are not depending on the amount of tickets. In fact, this is the best thing my team would like. The problem present in my company was that we needed a tool wherein my support agents can view the entire history of the customers on a single page. Whether the customer mailed one on yesterday, or they chat or phone today, everything is on one track. In my case as an IT head the integration part was quite simple. We have it concatenated with our shopify, as well as with our warehouse management system. It got online not very quickly, perhaps a matter of few weeks. It has a very clean interface as opposed to the old softwares which appear so complex. My agents trained only 2 days and were using it. This spared me a lot of time and effort.