Gladly
Gladly Software, Inc.
"Radically efficient. Radically personal."
Gladly is an AI-powered, people-centered customer service platform that replaces ticket-based workflows with a single, lifelong conversation per customer. By unifying all channels, context, and automation around the customer, support teams deliver faster, more personal experiences that increase loyalty and lifetime value while reducing handle times and operating costs.
Overview
Pricing Plans
Pricing Model: Subscription pricing primarily per agent (“Hero” / “Superhero” seats) with lower-cost Task User seats, billed per user per month (usually on annual contracts). Telecom usage (voice minutes, SMS) and payment transaction fees are charged separately. Exact current pricing is not fully published; available figures come from third‑party review sites and should be confirmed with Gladly sales.
What's Included
- Full omnichannel agent workspace (voice, email, SMS, chat, social) organized around a single customer conversation instead of tickets.
- Native voice and IVR, SMS, web chat, email, Facebook Messenger, Instagram messaging and other digital channels in one interface.
- Customer AI and Sidekick capabilities for AI-assisted replies, summaries, intent understanding, and suggested actions.
- Built-in knowledge base and Help Center for both agent assistance and customer self-service across channels.
- Advanced routing and workforce features (People Match, Skills, agent statuses, proactive outreach).
- Real-time and historical analytics (Liveboards, Insight Builder) across agents, channels, and topics.
- Access to Gladly integrations and App Platform (Shopify, Magento, BigCommerce, Salesforce, Klaviyo, Slack, loyalty and returns tools, etc.).
What's Included
- Everything in the Hero plan, typically with enhanced support, strategic guidance, and/or more favorable pricing at scale for larger teams.
- Deeper access to advanced AI and automation configuration, routing and reporting tuned for complex, high-volume environments.
- Enterprise‑grade onboarding and success resources oriented toward large B2C and global teams.
What's Included
- Access to customer context and tasks without full omni-channel handling responsibilities.
- Support for back-office workflows that complement front-line Hero agents (e.g., approvals, research, fulfillment follow-up).
- Lower-cost seat type helping large organizations extend Gladly access beyond primary contact center agents.
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Key Features
Every interaction across voice, email, SMS, chat, and social is stitched into a single, lifelong conversation per customer so agents always see full history and context without juggling tickets.
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Gladly provides native voice, IVR, SMS, web chat, email, Facebook Messenger, and Instagram Messaging in one interface, allowing customers to switch channels without repeating themselves while agents stay in a single workspace.
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Customer AI and the Sidekick copilot understand intent, draft and send responses, summarize conversations, and take actions like refunds or order updates so routine work is automated and agents can focus on complex, high-value issues.
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A built-in knowledge base feeds both agents and self-service experiences, surfacing high-quality, consistent answers across chat, email, and Help Center so customers can resolve many issues without contacting support.
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People Match and Skills route customers to the most appropriate agent based on factors like skills, customer value, wait times and current context, reducing handle times and improving first-contact resolution.
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Live, customizable dashboards and reporting tools give leaders real-time views of queues, agent activity, topics, and SLAs plus deeper historical analytics to optimize staffing, scripts, and CX strategy.
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Gladly’s App Platform, REST APIs, and pre-built integrations connect ecommerce, CRM, loyalty, returns, WFM, and survey tools so agents and AI see order data, loyalty status, and shipment details without leaving Gladly.
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What Makes It Stand Out
- 1
Customer-first data model that organizes support around a single lifelong customer conversation instead of tickets or cases, reducing repetition and enabling highly personal experiences.
- 2
Native omnichannel contact center with built-in voice, IVR, SMS, chat, email, and social, avoiding the complexity of stitching together multiple vendors for telephony and digital channels.
- 3
Customer AI and Sidekick tightly integrated into the core platform, using deep customer context to automate resolutions and assist agents rather than acting as a detached chatbot layer.
- 4
Rich ecommerce and retail focus, with deep integrations into platforms like Shopify, Magento/Adobe Commerce, BigCommerce, Loop, and loyalty tools so agents can resolve order, shipping, and return issues end-to-end inside Gladly.
- 5
Strong usability and implementation reputation, consistently rated highly on G2 and Capterra for ease of use, time to value, and relationship quality, particularly for mid‑market and enterprise B2C brands.
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San Francisco, California, United States
Roughly low-hundreds of employees with global remote talent and a core presence in the US.
Serves hundreds of brands worldwide, including global retailers and airlines, with customers operating contact centers in North America, Europe, and other regions.
- Multiple G2 Grid Leader and #1 rankings across Help Desk, Contact Center, Customer Self-Service, Social Customer Service, Live Chat and related CX categories (2024).
- Included in G2’s 2025 Best Software Awards lists for customer service-related categories.
- Recognized as “Disruptive Technology of the Year” at the 2025 CCW Excellence Awards.
- Named “Best Overall Customer Experience Solution Provider” in at least one independent CX platforms buyer’s guide published by Gladly.