Gladly
✓ Verified ProfileWith powerful AI and a people-first approach, Gladly empowers modern customer service teams to create meaningful experiences, boost productivity, and drive irrational loyalty.
SoftwareWorld Editorial Review
Why SoftwareWorld Chooses Gladly
"Customer support teams often find Gladly useful because it keeps customer conversations organized across different channels in one place. Instead of treating each message as a separate ticket, the platform focuses on the person behind the request, which helps agents respond with more context. This works well for retail and service-based businesses that handle high volumes of customer contact daily. That said, smaller teams with limited budgets may find it more than they need."
Decision Snapshot
Gladly Evaluation Snapshot
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Structured Product Information
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Editorial Independence
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Data Transparency
Pricing and availability can change, so current details should be confirmed with the vendor.
Product Overview
Gladly Overview
Product description, media, company details, support, training, deployment, customer size, languages, and industries.
Support
Training
Licensing & Deployment
Typical Customers
Why Choose Gladly
Pros
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Treats every customer as a person, not a ticket number
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Conversation history stays unified across email, chat, voice, and SMS
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Agents get full context instantly without digging through old threads
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Built around people-based records rather than fragmented case IDs
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AI-assisted responses help agents reply faster without sounding robotic
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Reporting tools surface real workload trends across the support team
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Large retail and consumer brands clearly thrive using this platform
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Pricing reflects enterprise focus, so smaller teams get serious value
Cons
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Pricing scales significantly as conversation volumes and agent seats grow
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Agent onboarding takes meaningful time before teams feel fully productive
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Reporting depth may leave data-heavy operations wanting more granularity
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Smaller teams often find the platform sized beyond their needs
Strengths and Limitations
Gladly Pros & Cons
Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.
+
Pros
- Treats every customer as a person, not a ticket number
- Conversation history stays unified across email, chat, voice, and SMS
- Agents get full context instantly without digging through old threads
- Built around people-based records rather than fragmented case IDs
- AI-assisted responses help agents reply faster without sounding robotic
- Reporting tools surface real workload trends across the support team
- Large retail and consumer brands clearly thrive using this platform
- Pricing reflects enterprise focus, so smaller teams get serious value
!
Cons
- Pricing scales significantly as conversation volumes and agent seats grow
- Agent onboarding takes meaningful time before teams feel fully productive
- Reporting depth may leave data-heavy operations wanting more granularity
- Smaller teams often find the platform sized beyond their needs
Sponsored Products
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Category-Based Capabilities
Gladly Features
Each category combines the selected software category, its category-specific description, and the features assigned to that category.
Complaint Management Software 27 selected features Open category ↗ ⌄
Gladly handles customer complaints for retail and consumer brands in one conversation thread that never resets, so a customer who writes in about a damaged order doesn't have to repeat herself when she calls back. AI resolves routine issues like returns, exchanges and order problems on its own, then hands harder cases to a team member with the full history attached. Reporting shows which issues keep coming up. See how it works at www.gladly.ai/get-started/.
Routing
Multi-Channel Communication
Case Management
Issue Tracking
Activity Dashboard
Email Templates
Prioritization
Customer Service Analytics
Forms Management
Knowledge Base Management
Access Controls/Permissions
Feedback Management
Chat/Messaging
Real Time Notifications
Customer Complaint Tracking
Self Service Portal
Social Media Integration
Support Ticket Management
Interaction Tracking
Survey/Poll Management
Email Management
Alerts/Escalation
Live Chat
Collaboration Tools
Canned Responses
SLA Management
Artificial Intelligence
Customer Service Software 25 selected features Open category ↗ ⌄
Gladly is customer service software built for retail and consumer brands. Its AI answers customers across chat, voice, email and SMS, resolving returns, exchanges, order status and account changes on its own and helping shoppers find products and buy them in the same conversation. When a person needs to step in, your team sees purchase history and past conversations before replying. See how it works at www.gladly.ai/get-started/.
Performance Metrics
Appointment Management
Real Time Notifications
Customer Segmentation
Employee Management
Queue Management
Virtual Assistant
Customer History
Call Routing
SMS Messaging
Email Management
Voice Mail
Call Center Management
Knowledge Base Management
Multi-Channel Communication
Live Chat
Activity Tracking
Self Service Portal
Alerts/Escalation
Auto-Responders
Support Ticket Management
Engagement Tracking
Surveys & Feedback
Social Media Integration
Contact Management
Help Desk Software 26 selected features Open category ↗ ⌄
Gladly organizes support around the customer, with one conversation history per person across chat, voice, email and SMS. Your team works from a single workspace that shows purchase history, preferences and every past conversation, with AI summaries and translation built in, while AI resolves routine requests before they reach the queue. Already on Zendesk? Gladly connects to your existing help desk without replacing it. See how it works at www.gladly.ai/get-started/.
Automated Routing
Call Center Management
Real-Time Chat
Performance Metrics
Customer Database
Self Service Portal
SLA Management
CRM
Real Time Notifications
Multi-Channel Communication
Support Ticket Management
Surveys & Feedback
Document Storage
Social Media Integration
Alerts/Escalation
Prioritization
Workflow Configuration
Ticket Management
Reporting/Analytics
Access Controls/Permissions
IT Asset Management
Email Management
Customer History
Interaction Tracking
Knowledge Base Management
Remote Access/Control
Call Center Software 30 selected features Open category ↗ ⌄
Gladly's Voice AI answers phone calls for retail and consumer brands and resolves them using the customer's full context, including past orders and earlier chats or emails. When a caller needs a person, the call moves to a team member with the whole conversation history in front of them, so nobody starts over. Voice runs on the same record as chat, email and SMS. See how it works at www.gladly.ai/get-started/.
Call Recording
Computer Telephony Integration
Call Routing
Call Monitoring
Call Logging
Call Center Management
Activity Dashboard
Call Tracking
Callback Scheduling
Progressive Dialer
Manual Dialer
Call Transfer
Voice Mail
Contact Management
Inbound Call Center
Chat/Messaging
Outbound Call Center
Alerts/Escalation
CRM
Multi-Channel Communication
IVR/Voice Recognition
Call Scripting
Caller ID
Automatic Call Distribution
Queue Management
Call Reporting
Auto-Dialer
Blended Call Center
Predictive Dialer
Interaction Tracking
Live Chat Software 24 selected features Open category ↗ ⌄
Gladly's live chat puts AI on your site that answers shoppers right away, helps them find products and buy them, and resolves order status, returns and exchanges without a wait. When a chat needs a person, a team member picks it up with the customer's purchase history and past conversations in view. If the customer later emails or calls, the chat is already on record. See how it works at www.gladly.ai/get-started/.
Transfers/Routing
Document Storage
Mobile Access
Search/Filter
Single Sign On
Support Ticket Management
Screen Sharing
Reporting/Analytics
Proactive Chat
Auto-Responders
Multi-Channel Communication
Real Time Notifications
Offline Form
Collaboration Tools
CRM
Interaction Tracking
Transcripts/Chat History
Contact Management
Geotargeting
Chat/Messaging
File Sharing
Canned Responses
Email Management
Surveys & Feedback
Contact Center Software 11 selected features Open category ↗ ⌄
Gladly runs your contact center on one platform for chat, voice, email and SMS, built for retail and consumer brands. AI resolves routine requests like returns, exchanges and order status across every channel, and hands the rest to your team with the customer's full history attached, so no one repeats themselves when they switch from chat to phone. Team members get AI summaries and translation in one workspace. See how it works at www.gladly.ai/get-started/.
Automated Routing
Quality Management
Queue Management
IVR/Voice Recognition
Computer Telephony Integration
Collaboration Tools
Agent Interface
Chatbot
Auto-Dialer
Reporting/Analytics
Workforce Management
Customer Communications Management Software 20 selected features Open category ↗ ⌄
Gladly brings every customer message into one place. Chat, voice, email and SMS all land in a single conversation timeline for each customer, so a question that starts in chat and continues by email stays one thread with one history. AI answers routine messages on every channel, and your team handles the rest from one workspace with the full record in view. See how it works at www.gladly.ai/get-started/.
Template Management
Workflow Management
Third-Party Integrations
CRM
Interaction Tracking
Content Management
Activity Dashboard
On-Demand Communications
Personalization
Multi-Channel Communication
Interactive Content
Video Support
Customer Database
Chat/Messaging
Reporting & Statistics
Batch Communications
Customer History
Alerts/Notifications
Feedback Management
Artificial Intelligence
Customer Experience Software 17 selected features Open category ↗ ⌄
Gladly is a customer experience platform for retail and consumer brands, including Crate & Barrel, Ulta Beauty and TUMI. AI helps customers shop and get support in one conversation that remembers them across every channel and visit, and your team steps in with full context when a person is needed. Brands using Gladly report a 65% increase in CSAT and $510M+ in combined cost savings. See how it works at www.gladly.ai/get-started/.
Surveys & Feedback
Dashboard
Data Visualization
Text Analysis
Reporting/Analytics
Customer Segmentation
Negative Feedback Management
Engagement Tracking
Real-Time Notifications
Knowledge Management
Customizable Templates
Customizable Fields
Survey/Poll Management
Feedback Management
Customizable Forms
Multi-Channel Data Collection
NPS Survey Structure
Customer Support Software 12 selected features Open category ↗ ⌄
Gladly gives support teams AI that resolves routine requests like returns, exchanges and order status on its own, plus a workspace for everything else. Team members see the customer's purchase history, preferences and past conversations before they reply, with AI summaries and translation built in. Gladly can run on its own or connect to Zendesk and other existing support platforms. See how it works at www.gladly.ai/get-started/.
Queue Management
Email Management
Service Level Agreement (SLA) Management
CRM
Live Chat
Knowledge Base Management
Customer Database
Reporting/Analytics
Multi-Channel Communication
Inventory Management
Chatbot
Artificial Intelligence
Connected Applications
Gladly Integrations
Integration information is displayed only when approved integration products are available on the profile.
Microsoft Teams
Amazon Connect
Google Workspace
Shopify
Oracle Service
Salesforce Sales Cloud
Slack
Jira
Okta
Twilio
ServiceNow
Workday HCM
RingCentral Contact Center
Genesys Cloud CX
Pricing Information
Gladly Pricing
Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.
Hero Package
$180
Per Month
Superhero Package
$210
Per Month
Prices shown are profile information and may not include taxes, regional differences, introductory terms, usage limits, or add-ons. Confirm current plans on the vendor website.
Alternative Products
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Frequently Asked Questions
Gladly FAQs
Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.
Gladly is an agentic commerce platform built for retail and consumer brands. Its AI helps customers shop and get support in the same conversation across chat, voice, email and SMS. It helps customers find products and make purchases, and it resolves routine service requests like returns, exchanges, order status and account changes on its own.
Every customer has one conversation thread that never resets. When the AI hands a conversation to a team member, that person sees the customer's purchase history, preferences and past conversations before replying. Gladly Team gives them a single workspace with AI summaries and translation built in, and reporting shows customer trends and conversation outcomes as they happen. Brands already running Zendesk or another help desk can connect Gladly without replacing it, and teams can launch and adjust their AI without heavy engineering work.
Gladly is built for mid-market and enterprise brands in retail and ecommerce. Crate & Barrel, Ulta Beauty and TUMI are among the brands that use it. Across its customers, Gladly has handled more than 300 million conversations, and brands using it report $510M+ in combined cost savings and a 65% increase in CSAT.
See how it works at www.gladly.ai/get-started/.
- No, Gladly does not offer a free version.
- No, Gladly does not offer any free trial.
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Gladly offers the following pricing plans & packages:
Hero Package
$180 Per Month
Superhero Package
$210 Per Month
-
Gladly supports the following payment frequencies:
- Annual Subscription
- Yes, Gladly offers an API.
-
Gladly can be integrated with the following applications:
- Salesforce Sales Cloud , ServiceNow , Jira , Google Workspace , Workday HCM , Genesys Cloud CX , Slack , RingCentral Contact Center , Amazon Connect , Twilio , Shopify , Zendesk Suite , Okta , Microsoft Teams , Oracle Service
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Gladly offers support with the following options:
- 24x7 Support , Email , Phone , Chat , Knowledge Base
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Gladly offers training with the following options:
- In-person , Webinar , Documentation
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Gladly supports the following languages:
- English
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Following are the typical users of the Gladly:
- Small-Business , Midsize-Business , Large-Enterprise-Business
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Gladly supports the following deployment:
- Cloud Hosted
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Gladly supports the following devices and operating systems:
- Web-Based
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