Help Desk Software

Rated the #1 easiest-to-use customer help desk software by G2.

G2 Rating

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Why customers choose Gladly

Native voice, and more

Respond to customers across all channels 
from a single screen. Experience help desk management software with contact channels natively built-in to remove the complexity and costs of third-party vendors. On average, our customers see a 40% decrease in costs by consolidating their technology stack.

Built for scale

Scale your contact center as your business grows. Gladly is a customer help desk software designed to handle an unlimited volume of data, including customer interactions, partner integrations, and agent activity.

Customers, not cases

Good ticket service isn’t good customer service. Agents can use the Gladly help desk software tools to deliver radically personal customer service from a single, continuous view of purchase history and inquiries in 
a conversation timeline.

The user-friendliest

Make onboarding fast and adoption easy with the #1 preferred help desk software among agents. Gladly provides a true single pane of glass and a modern UI to optimize agent productivity. It takes just two days, on average, for agents to fully train on Gladly.

Supporting the world's top brands

“The biggest gain in efficiency is we now have a clear view of the customer contact history in one single profile. If the customer emails or chats in from the same email, we have visibility to that in one single thread.”

Pablo Sanchez
Senior Manager of Customer Service

Self-service help desk features

Real-time 
dynamic routing

Connect the right agent to each customer every time with our patented intelligent routing engine. Match customers to the best-suited agent, based on skills, capacity, urgency, and any other criteria you want.

24/7 web chat

Make it easy for customers to find the answer they need. Webchat can be accessed from anywhere on your website, so customers can remain on the checkout page while getting their final questions answered.

Personalized IVR

Eliminate long, confusing phone trees that frustrate customers. Pull key customer data, including delivery status and upcoming reservations directly into your IVR, so every call is automatically relevant and personalized.

Dynamic FAQs

Get each customer the answers they’re really looking for. You can display different answers on your FAQ in a customer’s native language based on their location and what webpage they are on.

See why customers choose Gladly

 

Help desk software comparison

There are lots of help desk software solutions out there, so Gladly has made it easy to compare it against Kustomer, Gorgias, Zendesk, Salesforce and Oracle.

 

 

Pay-as-you go help desk software

Only pay for what you use. With Gladly, you get one simple transparent price for all channels built-in and integrated on a single platform. Flexible pricing means you can scale up and down, month-to-month.

Trusted help desk software

Gladly is helping the fastest-growing retail and e-commerce brands deliver customer service that sets them apart. Explore their stories.

Common reasons companies switch to help desk software

No visibility into performance

Use Gladly to track agent performance across channels, uncover coaching opportunities, and identify recurring support help desk issues to improve answers for agents and self-service.

Delayed replies to your customers

With Gladly, your agents can stay on top of every task in a single view using task management features that include setting reminders, automating updates and notifications, scheduling to-do's, and cross-functional collaboration.

Knowledge base gaps

Gladly helps ensure every agent is empowered with the same knowledge and relevant suggested answers at their fingertips to resolve questions accurately and consistently across every support channel.

What is help desk software?

A help desk supports both internal employees troubleshooting, as well as external end-users trying to address problems with your product. The primary function of help desk software is to manage both internal and external incoming customer requests. If you want your help desk agents working at peak performance, it’s best to choose a help desk platform that centralizes communications all in one place.

Who uses help desk software?

The truth is, every business can benefit from using help desk software to improve its customer service. Especially for retail and ecommerce companies, customer service can make or break customer loyalty. But of course, not all help desk platforms are created equal. Gladly was designed specifically for B2C brands to inspire customer loyalty from every customer service interaction, replacing tickets with a continuous, visual conversation timeline to treat people like customers––not cases.

How help desk software can help your business

Consolidate your tech stack

With all customer channels natively built-in, Gladly reduces customers’ total cost of ownership by an average of 40%, compared to other help desk software solutions.

Reduce agent churn

Gladly is a help desk platform designed to minimize agent effort with a modern UI and visual conversation timelines that truly displays all customer communications and information in a single pane of glass. On average, Gladly boosts agent productivity by 20%.

Increase customer lifetime value

Turn your contact center into a revenue generator with a help desk platform that empowers your agents to use past purchases and buying preferences to give personalized recommendations, capitalize on selling opportunities through proactive conversations, and even collect credit card information through chat to finalize a sale.

See Gladly help desk software in action.

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