--- description: Gladly : qu'en pensent les utilisateurs ? Lisez les avis clients sur Gladly, consultez les prix, tarifs, abonnements et découvrez ses fonctionnalités. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Gladly - Avis, notes, prix et abonnements - Capterra France 2026 --- Breadcrumb: [Accueil](/) > [Logiciels de service client](/directory/22/customer-service/software) > [Gladly](/software/156723/gladly) # Gladly Canonical: https://www.capterra.fr/software/156723/gladly Page : 1/7\ Suivant: [Page suivante](https://www.capterra.fr/software/156723/gladly?page=2) > Gladly est une plateforme de service client radicalement personnalisée qui place les personnes au centre d'une conversation client unique et continue. > > Conclusion : 140 utilisateurs lui ont donné la note de **4.8/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise Gladly ? L'éditeur travaille en partenariat avec des PME et des grandes entreprises B2C dans les secteurs du commerce de détail, de l'e-commerce, des voyages et de l'hôtellerie, ainsi que des centres d'appel afin de répondre aux besoins actuels des clients. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.8/5** | 140 Avis | | Simplicité d’utilisation | 4.9/5 | D'après l'ensemble des avis | | Support client | 4.8/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 4.8/5 | D'après l'ensemble des avis | | Fonctionnalités | 4.8/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 90% | (9/10 Probabilité de recommander le produit) | ## À propos de l'éditeur - **Société**: Gladly Software - **Pays**: San Francisco, É.-U. - **Entreprise fondée en**: 2014 ## Contexte commercial - **Public cible**: 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Déploiement et plateformes**: Cloud, SaaS, web - **Langues**: allemand, anglais, arabe, chinois, chinois traditionnel, coréen, danois, espagnol, finnois, français, hongrois, hébreu, indonésien, irlandais, italien, japonais, norvégien, néerlandais, polonais, portugais, russe, suédois, tchèque, thaï, turc, ukrainien - **Pays disponibles**: Afrique du Sud, Australie, Botswana, Canada, Danemark, Fidji, Finlande, Ghana, Irlande, Islande, Israël, Kenya, Malaisie, Malte, Namibie, Nigeria, Norvège, Nouvelle-Zélande, Ouganda, Papouasie-Nouvelle-Guinée et 9 de plus ## Fonctionnalités - Accès mobile - Alerts/Escalation - Analyse de texte - Autoresponders - Base de données de clients - CTI (couplage téléphonie informatique) - Chat et messagerie - Chat proactif - Chatbot - Collecte de données multicanal - Distribution automatique des appels - Enquêtes et feedback - Enregistrement des appels - Gestion de contenu - Gestion de la base de connaissances - Gestion des accords de service - Gestion des billets - Gestion des boîtes de messagerie - Gestion des campagnes - Gestion des centres d'appel - Gestion des commentaires - Gestion des commentaires négatifs - Gestion des enquêtes et sondages - Gestion des flux de travail - Gestion des listes d'attente - Gestion des modèles - Intelligence artificielle et machine learning - Interface d'agent - Journalisation des appels - Macros et réponses types - Messagerie client en temps réel - Messagerie instantanée - Messagerie vocale - Personnalisation - Portail libre-service - Rapports et analyses - Relevé et historique des chats - Routage automatisé - Routage des appels - Réponses automatisées - Scripts d'appel - Stratégie de marque personnalisable - Suivi des appels - Suivi des interactions - Suivi des problèmes - Support client - Tableau de bord - Third-Party Integrations - Traitement automatique du langage naturel - Transferts/Routage ... et 4 fonctionnalités supplémentaires ## Intégrations (42 au total) - Ada - Adobe Commerce - Asana - Assembled - BigCommerce - Calabrio ONE - Delighted - Fivetran - Formstack Suite - Hark - HiOperator - Hightouch - Idiomatic - Klaviyo - Kodif ... et 27 intégrations supplémentaires ## Ressources d'aide - Service client/e-mail - Base de connaissances - Support téléphonique - Support 24/7 (réponse directe) - Chat ## Category - [Logiciels de service client](https://www.capterra.fr/directory/22/customer-service/software) ## Catégories connexes - [Logiciels de service client](https://www.capterra.fr/directory/22/customer-service/software) - [Logiciels de centre d'appel](https://www.capterra.fr/directory/30007/call-center/software) - [Logiciels de VoIP](https://www.capterra.fr/directory/30940/voip/software) - [Logiciels de chatbots](https://www.capterra.fr/directory/32448/chatbot/software) - [Logiciels de SVI (serveur vocal interactif)](https://www.capterra.fr/directory/30231/ivr/software) ## Logiciels similaires 1. [Freshdesk](https://www.capterra.fr/software/124981/freshdesk) — 4.5/5 (3486 reviews) 2. [LiveAgent](https://www.capterra.fr/software/102188/liveagent) — 4.7/5 (1789 reviews) 3. [Zendesk Suite](https://www.capterra.fr/software/164283/zendesk) — 4.4/5 (4094 reviews) 4. [Salesforce Sales Cloud](https://www.capterra.fr/software/61368/salesforce) — 4.4/5 (18812 reviews) 5. [LiveChat](https://www.capterra.fr/software/62194/livechat) — 4.6/5 (1728 reviews) ## Avis ### "Secure, Omnichannel Platform and a great collaboration." — 5.0/5 > **Shipra** | *15 septembre 2026* | Services et technologies de l'information | Taux de recommandation : 10.0/10 > > **Avantages**: Gladly's comprehensive security measures and access controls are quite impressive from an IT audit standpoint. Client delightful seamless omnichannel – call management, SMS and email were all integrated as a single thread per client, making team collaboration much easier. All handoffs are made along the same timeline, which means no loss of context. > > **Inconvénients**: Priority, time, and location-based conditions are moderately complex to set up for administrators. However, it adds up to value for money for enterprise teams, and could be too expensive for smaller teams. Also, the built-in e-mail capability is acceptable, though it might not be as advanced as one might want, as sometimes it is a bit lagging in terms of search filters when seeking through big data volumes of e-mails. > > For mid-sized and larger businesses emphasizing data security and smooth customer interactions, Gladly offers incredible value and more. Though it might need a tiny extra training, the powerful feature of combining all the three (voice, chat and email) into a single secure collaborative workspace result in a very auditable and reliable IT asset for the contact centres of today. ----- ### "Happy Gladly Customer" — 4.0/5 > **Stephanie** | *17 février 2026* | Biens de consommation | Taux de recommandation : 10.0/10 > > **Avantages**: One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. > > **Inconvénients**: The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. > > Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality. ----- ### "Revoir" — 3.0/5 > **Taylor** | *17 août 2022* | Biens de consommation | Taux de recommandation : 7.0/10 > > **Avantages**: Heureusement, il est assez fiable et facile à utiliser > > **Inconvénients**: La sonnerie des appels est horrible. Doit être personnalisable > > 6 sur 10 ----- ### "Gets the job done with great support" — 4.0/5 > **Kelly** | *8 octobre 2025* | Services aux consommateurs | Taux de recommandation : 8.0/10 > > **Avantages**: Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true\! > > **Inconvénients**: There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. > > Overall, there were cons, but the pros did outweigh them. Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. ----- ### "Admin for over 6 Years, incredibly happy" — 5.0/5 > **Benjamin** | *2 novembre 2025* | Biens de consommation | Taux de recommandation : 10.0/10 > > **Avantages**: It's a wonderful CX platform. We handle oall of our volume via Gladly. A lot of out of the box featuresand we also use their AI products. > > **Inconvénients**: Not much, overall really happy with the platform. I would never say no to a decrease in pricing even though I think the pricing is fair based on the market. > > Overall, incredibly positive. We have used them for years, and it is a great platform. I have continued to renew with them. When you are a D2C eCommerce brand I would highly recommend. ----- Page : 1/7\ Suivant: [Page suivante](https://www.capterra.fr/software/156723/gladly?page=2) ## Liens - [Afficher sur Capterra](https://www.capterra.fr/software/156723/gladly) ## Cette page est disponible dans les langues suivantes. | Langue | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Données structurées