Gladly Receives Top Scores in G2’s Best Software Awards 2023

Gladly Team

Read Time

4 minute read

In a world that operates in a mostly digital context, Gladly holds the customer — and human interaction — at our core. By building a platform that helps brands establish lifelong connections with their customers, we’ve demonstrated our commitment to turning unmatched personalized service into a key revenue driver for our customers.

With that, we are proud to share that Gladly has been named in G2’s 2023 Best Software Awards, placing in the top 20% at #11 on the Help Desk list, as well as a category leader in several of G2’s Winter 2023 reports.

Trusted by 80 million software buyers every year, G2 is the largest global software marketplace. Its annual Best Software Awards rank the world’s best software companies and products based on reviews from real users.

“While G2 publishes the Best Software Awards each year, they’re really awards from customers,” said Sara Rossio, Chief Product Officer at G2. “Representing a vote of confidence from real software users, these awards also spotlight those that have risen to the top among thousands of companies.”

Below is just a snippet of some of the great feedback on G2:

G2 review 3

G2 review 2

G2 review 1

G2 review 5

How Gladly Got Here

Our team has worked tirelessly to continue to deliver an innovative, user-friendly product while working as true partners, from implementation to education and training to ongoing customer success, with our customers. The world’s most-loved brands have trusted Gladly to share their obsession with customer service and dedication to empowering their agents, including REI, Crate & Barrel, Warby Parker, Tory Burch, Tumi, Zenni, Rothy’s, Chubbies, JOANN, Breeze Airways, Native Shoes, Ralph Lauren, Ulta Beauty, and many more.

The Winter Help Desk Reports rank companies in this category according to criteria like ease of use, requirements met, implementation process, and overall adoption of the tool.

Gladly was named a Leader in the Grid Report for Help Desk based on receiving a high customer satisfaction score and having a large market presence. Gladly scored higher than all of our major competitors in every single category, with a 96% rating for our quality of support and ease of use, and 94% for ease of setup.

Receiving unparalleled ratings for our communication channels in the feature comparison, users found our customer portal, email to support agent, chat/live support, social integration, and voice capabilities to be exceptional.

With agent happiness as a cornerstone of our business, Gladly makes ease of use a top priority in our design. In this report, users rated Gladly with top marks across all communication and management categories, including 95% for conversation creation user experience and response automation, and 94% for ticket collaboration.

Ease of use is a key component to finding software that will actually deliver in ROI. Without a user-friendly interface, the adoption rate of these tools plummet, and efficiency and productivity take a direct hit. G2’s Usability Index for Help Desk report highlights some of the factors that contribute to a product’s overall usability score, like the ease of use, administration, and adoption data. Gladly ranked #1 in this report, scoring higher than average in each ranking, including six points higher than average for usability and 20 points higher for average user adoption.


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Gladly empowers all of your agents to become Service Heroes by providing an easy-to-use system with all the customer information accessible that makes building deep customer connections natural and intuitive. Channel independence means all of your channels are seamlessly integrated into a single chronological feed. Gladly eliminates the agent frustration and confusion that happens when each customer contact results in a new ticket — Customer Service Heroes can easily and efficiently engage with customers on any channel.

The latest G2 Winter Reports indicate the overall impact that the radical change Gladly is bringing to the customer service industry, and what can happen when your customer becomes the center of gravity.

To learn more about how our customers are using Gladly, check out our latest customer stories.


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