Gladly

Gladly is the people-centered customer service platform that replaces tickets with lifelong conversations and AI-powered agent assistance.

Overview

Gladly’s radical idea: customers are people, not ticket numbers. Every interaction — email, voice, chat, SMS, social — lives in one lifelong conversation per person, so agents never ask “can you repeat your order number?”. Its AI (Hero AI) handles routine questions, routes by customer context, drafts responses and summarizes history, while humans focus on high-emotion moments. Retail and lifestyle brands adopt it for service that feels personal at scale, with native order and loyalty data surfacing in the agent workspace.

Agents open a customer and see every past conversation in one thread — voice, chat, email and social interleaved chronologically — alongside order and loyalty data. Hero AI answers routine questions, drafts responses and summarizes history, while complex or emotional issues route to humans with full context. Reporting tracks people helped and loyalty outcomes, aligning service metrics with business results.

Key Features

• One lifelong conversation per customer across all channels
• Hero AI: deflection, routing, drafting and summaries
• Native voice, email, chat, SMS and social support
• Order, loyalty and customer data embedded in the workspace
• Customer-centered reporting (people helped, not tickets closed)
• Self-service knowledge base and help center
• Interleaved cross-channel history per customer person
• Loyalty-oriented service reporting and outcomes

Pricing

Gladly is quote-based, priced per user or per resolution depending on package; implementations are scoped through the sales process.

Who Is It For

It serves consumer brands — retail, e-commerce, travel and lifestyle — where loyalty and repeat business make personalized service a competitive edge.

A lifestyle brand’s agents open customer conversations that span email, chat, phone and social in one thread — no ticket numbers, no repeated questions. Hero AI handles routine asks, loyalty data guides VIP treatment, and reporting measures people helped rather than tickets closed, aligning service with retention goals.

FAQ

Is Gladly free to use?

No — Gladly is paid enterprise software with demos arranged through sales.

Does Gladly offer an API?

Yes, Gladly provides APIs and integrations with commerce, loyalty and CRM platforms.

How does Gladly compare to alternatives?

Compared with Zendesk’s ticket model, Gladly’s people-centered approach suits high-touch consumer brands; ticket-centric tools suit technical support workflows.

Does Gladly support phone/voice service?

Yes — Gladly includes native voice support alongside chat, email, SMS and social, with all interactions flowing into the same customer conversation thread. Onboarding typically follows a phased channel-by-channel rollout.