See why brands prefer Gladly over Genesys

Gladly has reduced inbound volume by 20-30% for brands that switch from ticket-based platforms.

Request a Demo

Join these popular B2C brands switching to Gladly.

Here’s what you get when you switch from Genesys to Gladly.

Explore key advantages of Gladly over Genesys and why brands choose Gladly.

People, not tickets

Good ticket service isn't good customer service. Unlike Genesys, Gladly helps you nurture relationships with customers, so they feel like people, not tickets.

check

Immediately recognize a customer.

check

See their preferences and conversation history.

check

Know their intent without ever needing to ask, "what's your order number?"

All your conversations in one place

Take back the time spent merging tickets with Genesys. Start resolving issues from a single, continuous conversation timeline, complete with customer information.

check

Remove ticket silos and help agents focus.

check

Say goodbye to searching and merging tickets.

check

Get a complete view of your customer's conversation history.

The #1 rated easiest-to-use platform

Customers prefer the simplicity of Gladly over the complexity of Genesys. When support heroes onboard in hours instead of days it’s easier to delight customers.

check

Rated the #1 easiest-to-use help desk software.

check

Modern UI, inspired by mobile messaging apps.

check

No need to jump between multiple screens and apps.

Great service is a team sport

At Gladly, we don't just say we're committed to the success of our customers, we live it. That's why customers rate our quality of support higher than Genesys.

check

Proven experience to help you onboard and succeed.

check

Guidance and help to achieve your CX goals.

check

Fast customer support whenever you need us.

Gladly turns customer service cost centers into profit centers.

Brands that switch to Gladly are able to save costs, increase agent efficiency, and boost NPS.
Deckers, the parent company of Ugg, Hoka One, Teva, and Sanuk, saw the following results:

Now

60%

of customers self-serve

Reduction of

29%

in order-to-contact ratio

Increase of

87%

in first call resolution

The reviews are in

User reviews provided by G2 Crowd

Star Rating

Ease-of-use

9.5

8.8

Quality of support

9.3

7.9

Ease of setup

9.2

8.2

Integrations

9.1

8.3

Customer profiles

8.7

8.6

Star Rating

Ease-of-use

9.5

Quality of support

9.3

Ease of setup

9.2

Integrations

9.1

Customer profiles

8.7

Genesys Cloud CX

Star Rating

Ease-of-use

8.8

Quality of support

7.9

Ease of setup

8.2

Integrations

8.3

Customer profiles

8.6

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.

Adam Seede
Director of Guest Services
Ulta

Why Ulta switched

During COVID-19 lockdowns, Ulta transitioned 200 of their in-store helpers to online-based service, answering guest emails. Gladly’s user-friendly interface enabled the change seamlessly.

Read the full story

Customer service as you’ve never seen it before

Explore all the ways Gladly is better than Genesys.

See Gladly in action

No tickets or cases

Know who your customer is within the first 5 seconds, agents can provide service that keeps them coming back for life.

A single conversation

See a customer's entire conversation history in a single view, no matter what channel they come from.

The right agent

Match customers with the best-suited agent to accelerate time-to-resolution.


Answers everywhere

Leverage one knowledge base to publish standardized information across all channels.

Actionable insights

Understand team performance across agents, channels, and conversations with historic and real-time insights.

Customer-centric tasks

Keep every interaction tied to the customer under a single communication thread.

See what industry-leading customer service looks like with Gladly.