Gladly: AI Customer Support

Name: Gladly: AI Customer Support
Rating: 4.7 (29 reviews)

by Gladly Inc Helpdesk Chat4.729 reviewsFree plan availableListed Feb 2021

Gladly is AI-powered customer service software built for Shopify. Resolve orders, returns, and support tickets automatically via email and chat. Pay as you go.

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Overall sentiment is highly positive, with users frequently praising the platform's ability to unify multiple communication channels into a single conversation view. Notable positive mentions include the ease of setup, the improved agent efficiency, and the shift away from traditional ticketing systems.

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What it actually does

Resolves orders, returns, and support tickets automaticallyUnifies communication channels (email, chat, SMS, voice)Provides a timeline view for customer interactionsDisplays customer order and interaction information in one placeSupports seamless switching between contact channelsIntegrates with ShopifyAllows viewing of KPI metrics

Customers asked for

• Ability to process partial refunds
• More integrations with various platforms
• Real-time feature to segment conversations by criteria/topics
• Embedding a help center under the user's own domain
• Support for order status checking by customers

Common complaints

Missing feature: Need for more actions, such as partial refunds, beyond just full refunds.
Bug: A bug was noted with the discount code function adding an extra space to the code.
Missing feature: Request for more integrations with various platforms.
Performance: Shopify information sometimes does not appear immediately in a conversation.
Pricing: Concerns raised about high cost, minimum seat requirements, and annual contracts.