Gladly

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With powerful AI and a people-first approach, Gladly empowers modern customer service teams to create meaningful experiences, boost productivity, and drive irrational loyalty.

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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."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

Gladly Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User RatingNot rated yet
Starting Price$180 / month
Free TrialNot specified
Free VersionNo
APIAvailable
DeploymentCloud Hosted
HeadquartersUnited States
✎
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Product Overview

Gladly Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About Gladly

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
Gladly is loved and trusted by hundreds of world-class brands to deliver award-winning experiences and drive serious results —240 million conversations powered by Gladly Customer AI, $510M cumulative cost savings across brands using Gladly, and a 65% increase in CSAT scores. 

Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.
Company Gladly
Founded 2014
Headquarters United States
Employees 101-500

Support

24x7 Support Email Phone Chat Knowledge Base

Training

In-person Webinar Documentation

Licensing & Deployment

Proprietary Cloud Hosted Web-Based

Typical Customers

Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 1 language available
English
Industries Served 3 industries available
Computer Software Consumer Goods Consumer Services

Why Choose Gladly

Pros

  • Pros Treats every customer as a person, not a ticket number
  • Pros Conversation history stays unified across email, chat, voice, and SMS
  • Pros Agents get full context instantly without digging through old threads
  • Pros Built around people-based records rather than fragmented case IDs
  • Pros AI-assisted responses help agents reply faster without sounding robotic
  • Pros Reporting tools surface real workload trends across the support team
  • Pros Large retail and consumer brands clearly thrive using this platform
  • Pros Pricing reflects enterprise focus, so smaller teams get serious value

Cons

  • Cons Pricing scales significantly as conversation volumes and agent seats grow
  • Cons Agent onboarding takes meaningful time before teams feel fully productive
  • Cons Reporting depth may leave data-heavy operations wanting more granularity
  • Cons 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
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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our complaint management software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our customer service software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our help desk software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our call center software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our live chat software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our contact center software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our customer communications management software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our customer experience software 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 ↗ ⌄

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. See a demo in action of our customer support software 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.

Showing 8 of 15 integrations
Pricing Information

Gladly Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Per User
Preferred Currency USD ($)
Free Trial NA
Free Version NA
Payment Frequency Annual Subscription
Pricing Page ↗ Request Demo ↗
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

Top Gladly Alternatives

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Frequently Asked Questions

Gladly FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
Gladly is loved and trusted by hundreds of world-class brands to deliver award-winning experiences and drive serious results —240 million conversations powered by Gladly Customer AI, $510M cumulative cost savings across brands using Gladly, and a 65% increase in CSAT scores. 

Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore 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.

  • 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 , ServiceNow , Oracle Service , ServiceNow , jira

  • Gladly offers support with the following options:
    • 24x7 Support , Email , Phone , Chat , Knowledge Base

  • Gladly offers training with the following options:
    • In-person , Webinar , Documentation

  • Gladly supports the following languages:
    • English

  • Following are the typical users of the Gladly:
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • Gladly supports the following deployment:
    • Cloud Hosted

  • Gladly supports the following devices and operating systems:
    • Web-Based
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