31 Gladly Testimonials

“The JetBlue experience is about the personalized moments we share with our customers, building meaningful relationships one interaction at a time. Our customers are individuals, not numbers. Gladly empowers our crewmembers to offer a more seamless experience at every touchpoint by providing them a holistic view of a customer’s interactions with us.”

"[Gladly] allows our Team Members to see everything in one place—including knowledge base content. This has allowed us to efficiently scale our business, drive above-expected CSAT results, and empower our team to deliver the best possible support experiences."

“Service heroes no longer need to fill in forms in the tickets, now they just need to focus their energy on how to best help the customer.”

“Our agents are more motivated because they don’t have to work as hard to get work done with Gladly."

"Letting our customers talk to us in the moment that they’re ready to make a purchase, and they have that one final question to ask before they go through with the purchase is amazing."

"By meeting customers on their preferred channels, and simplifying transactions across channels, Gladly’s Payments helps us improve the shopping experience, drive sales, and deliver customer service that people love and we’re known for.”

“We needed to ramp up to over 450 service heroes right before the 2020 holiday season (our first on Gladly). The process from onboarding new people to training and navigation was smooth!”

“It’s really helpful to see the entire client conversation and how the relationship has evolved. It saves them from having to call back or re-explain their situation because the service heroes can easily see what was communicated previously and make sure that we keep our commitments—most importantly.”

"We're no longer treating customer like tickets, or having standalone, transactional interactions with our customers. With Gladly, our agents are empowered to treat customers like people."

"Gladly has helped decrease overall time spent on customer care. Now it is much easier to share the workload and focus on additional internal marketing projects to better educate our customers."

"We want to build a loyal relationship with a conversation that goes over years and months. It shouldn't feel like a transaction. That's why we chose Gladly."

"With our previous platform, we would have to go digging. In previous platforms, a situation would be 10-13 cases and would take up to 45 minutes. In moving to Gladly, it takes 2-4 minutes - all they have to do is scroll up."

"No matter which role you're in, regardless of whether it seems that it's customer-facing or not - you're customer-facing. That's why it makes so much sense to use this platform that's aligned around the customer."

"It’s rather difficult to find somebody that can work a dozen screens at one time while delivering a really great Guest experience. I’ve always been looking for a platform as intuitive as an iPhone–and Gladly is it."

"A very clean and modern approach to customer service. Gladly has a clean UI and intuitive approach to viewing customers as people with multiple conversations in one interface."