Gladly implementation — customers weigh in

The barriers to technology changes frustrate everyone in an organization, from executives to IT leaders to frontline employees. This is especially true when switching support platforms — a company's customer service infrastructure is often deeply integrated with existing tech, making a switch feel close to impossible.

At Gladly, we've transformed this experience. Working with dozens of business customers from startups to enterprises with CX teams across the maturity spectrum, we've consistently delivered simple, pain-free implementations. Here's what our customers say about making the switch to Gladly.

Ease of setup

Because support centers rely on huge backlogs of customer information, the setup process is especially delicate. Luckily, Gladly is specifically engineered to ensure a seamless transition from your legacy system, helping convert your old tickets and communications into our more seamless, modern system. Additionally, we come preloaded with full channel functionality regardless of your pricing tier, ensuring your agents have access to every communication option right out of the gate.

Gladly took most of the implementation burden off our team by being extremely well planned, efficient, and demonstrated why we partnered with them.

Bryan Riter
Director of Customer Care Deckers

System integration & API flexibility

Oftentimes our customers are switching over from older legacy systems or working within an already heavily integrated infrastructure, one that IT has built up and then on top of for years. Our flexible REST API and integrations make us a one-size-fit-all solution, preventing extra installation work to merge systems together while still enabling the freedom for IT departments to continue to expand and add integrations as they see fit over time.

We're fully integrated with Shopify and Loop, so my agents do not have to leave Gladly to do some pretty basic functions and lookups. For a lot of our inbounds, they're able to stay in Gladly and use that as the primary tool.

Rothy's

Onboarding and training

If your support agents can’t grasp the platform they’re supposed to work on, your entire service infrastructure will start to crumble. To that end, we’ve made a concerted effort at Gladly to make onboarding and training far easier, and each tool is designed with an agent’s daily work in mind.

For example, we’ve consolidated channels and conversations into single dashboards, which makes training agents as simple as walking them through the various tools at their disposal. With less confusion in tickets, disparate systems, and other annoying processes, agents can get the hang of these simplistic features in a matter of hours rather than days.

Gladly is well laid out and gives us the opportunity to understand our guests as a whole... Gladly remains one of the easiest tools for our Breeze team to learn.

Breeze Airways

Ongoing support

Onboarding and implementation aren’t one-and-done endeavors when it comes to ecommerce support technology. We launched Gladly Learning to offer continuing education for our customers to get more out of their Gladly experiences and further encourage their staff to be more proactive during service interactions — like upselling customers using more accessible product and brand knowledge through Gladly tools.

I really enjoyed how the course focused on making service deeply personal and tailored to each individual’s needs. It emphasized empathy and proactive communication, which I found incredibly valuable. The strategies on building stronger connections with customers and creating memorable experiences stood out to me. It’s definitely something I can apply to my work to make every interaction more meaningful!

Implementation success: the results

G2's Winter 2025 rankings tell the story of our implementation excellence. We've earned top marks for getting customers up and running quickly across multiple mid-market categories, including Conversational Support, Customer Self-Service, and Live Chat. We are also leading the pack as the most implementable solution overall in AI Agents and Customer Service Automation.

But what matters most is what our customers say about their experience:

"This tool is way easier to use than our previous platform, which resonates with just how easy the training and onboarding process was for us and solidified that we made the right move." — Pablo Sanchez, Sr. Manager of CS at PacSun
"So far it has been really good with the ability to place tasks and change within different queues. I use it everyday to provide the best customer support possible, since it is really easy to help customers and follow up with them." — G2 review from an Agent
"Gladly is very user friendly and its interface is really easy to learn." — G2 review from a Customer Engagement Specialist

This proven implementation process continues to drive our growth, ensuring organizations can transform their customer service operations with confidence. Ready to experience how simple switching to Gladly can be? Schedule a demo today to find out.

WHY GLADLY