Gladly Overview
Gladly addresses the challenge of impersonal customer service by focusing on people rather than tickets. This AI-driven platform enhances customer interactions for B2C brands, aiming to reduce costs and increase revenue while fostering loyalty. By prioritizing personal connections over case numbers, Gladly enables brands to deliver exceptional customer experiences consistently. The platform's unique approach has earned recognition, such as the "Overall Customer Experience Solution of the Year" award from RetailTech Breakthrough. With Gladly, businesses can simplify operations, improve customer satisfaction scores, and unlock customer loyalty through radically personal service.
Use Cases
Customers recommend Helpdesk Management, Lead Tracking, Proposal & Quote Management, as the business use cases that they have been most satisfied with while using Gladly.
Business Priorities
Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Gladly.
Gladly Use-Cases and Business Priorities: Customer Satisfaction Data
Gladly works with different mediums / channels such as Phone Calls. Chat. and E-Mail.
Gladly's features include Personalization, and Feedback Surveys. and Gladly support capabilities include Chat Support, 24/7 Support, Phone Support, etc. also Gladly analytics capabilities include Custom Reports, and Analytics.
Reviews
"...Enable agents to be naturally productive by letting them see every conversation across the lifetime of any customer across any channel (voice, email, chat, text or tweet)...." Peer review
Peer review evidence (same sources as the product rating summary)
"...Role / Function Number of Employees Call center seat count: Street address City Postal Code Industry ..." Multichannel Conversation History
"...Job Title Number of Employees Exact Channel Tracking Lead Source Category Lead Source utm source utm term ..." Enterprise Customer Service Software
"...Let's get you a personalized quote. ..." Reports & Handbooks Index
Gladly, belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.
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. <br> 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. <br> Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right.
Popular Business Setting
for Gladly
Top Industries
- Retail
- Consumer Services
- Entertainment
Popular in
- Enterprise
- Large Enterprise
- Mid Market
Gladly is popular in Retail, Consumer Services, and Entertainment and is widely used by Enterprise, Large Enterprise, and Mid Market.
Gladly Customer wins, Customer success stories, Case studies
What makes Gladly ideal for Helpdesk Management?
How can Gladly optimize your Lifetime Value Management Workflow?
11 buyers and buying teams have used Cuspera to assess how well Gladly solved their Help Desk needs. Cuspera uses 467 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.
Peers used Gladly for helpdesk management and lead tracking
Gladly Features
- Low
- Medium
- High
| FEATURE | RATINGS AND REVIEWS |
|---|---|
| Custom Reports | Read Reviews (23) |
| Analytics | Read Reviews (5) |
| CAPABILITIES | RATINGS AND REVIEWS |
|---|---|
| Custom Reports | Read Reviews (23) |
| Analytics | Read Reviews (5) |
Gladly Integrations
Gladly integrates with a wide range of software applications through its robust data import and export capabilities.
Software Failure Risk Guidance
?for Gladly
Overall Risk Meter
Top Failure Risks for Gladly
Gladly, Inc. News
Gladly Announces Agentic Commerce Capabilities at Gladly Connect Live
Gladly unveiled new agentic commerce capabilities at its annual conference, Gladly Connect Live. These capabilities integrate AI throughout the customer journey, enhancing pre-purchase engagement and post-sale retention. The platform now supports AI platforms like ChatGPT and Perplexity. Additional enhancements include AI performance improvements and a model for human-AI collaboration, aiming to boost customer experience and brand loyalty.
Gladly Reinvents Customer Service. Again.
Gladly Reinvents Customer Service. Again.
Gladly Garners Overall Customer Experience Solution of the Year In 2025 RetailTech Breakthrough Awards Program
Gladly won the "Overall Customer Experience Solution of the Year" award at the 2025 RetailTech Breakthrough Awards.
Gladly Garners Overall Customer Experience Solution of the Year In 2025 RetailTech Breakthrough Awards Program - GlobeNewswire
Gladly received the "Overall Customer Experience Solution of the Year" award at the 2025 RetailTech Breakthrough Awards. The recognition highlights Gladly's AI-powered customer service platform, which unifies conversations across channels and prioritizes customer-centric interactions over traditional ticket-based systems.
Gladly, Inc. Profile
Company Name
Gladly, Inc.
Company Website
https://www.gladly.ai/HQ Location
423 Broadway, 503 Millbrae, CA 94030 United States
Employees
51-100
Social
Financials
SERIES D
