Gladly

Customer experience AI built for LTV, delivering radically personal and efficient service.

by Gladly · Help Desk & Ticketing

Executive Summary

Gladly is a people-centered customer service platform that unifies all customer conversations across channels into a single, continuous timeline, eliminating traditional ticketing systems. It is designed for B2C leaders to enhance customer lifetime value (LTV) by enabling personalized experiences and driving loyalty. The platform leverages proprietary Customer AI to empower agents with context, automate routine tasks, and provide intelligent self-service options, balancing human connection with empathetic automation.

Use Cases

  • Delivering personalized, omnichannel customer service experiences across voice, chat, email, SMS, and social media.
  • Improving agent efficiency and productivity through AI-powered assistance and a unified customer view.
  • Driving customer loyalty and increasing customer lifetime value (LTV) through consistent, empathetic interactions. [cite: 2, 10 (in previous search), 25]
  • Automating routine customer inquiries with conversational AI and ensuring seamless human-AI handoffs with full context.
  • Generating sales and revenue by providing personalized product recommendations and proactive engagement.
  • Monitoring and optimizing customer experience performance with real-time insights and reporting.

Features

Visibility

  • Unified Customer Timeline: Provides a chronological view of every customer interaction across all channels, ensuring agents have complete context.
  • Real-time Reporting & Analytics: Offers dashboards and reports to monitor key performance indicators, identify trends, and optimize customer service operations.
  • Agent Performance Monitoring: Tracks agent productivity, response times, and service levels to identify training needs and improve efficiency.
  • Customer Profile View: A comprehensive view of customer details, preferences, order history, and buying patterns in one place.

Intelligence

  • AI-Powered Agent Assist: AI helps agents draft replies, translate conversations, summarize interactions, and surface relevant information, enhancing efficiency and personalization.
  • Smart Routing (People Match): Intelligently routes customers to the best-suited agent based on skills, language, urgency, or previous interactions, improving resolution times. [cite: 1, 6, 29, 32, 33 (in previous search)]
  • Conversational AI for Self-Service: AI agents engage customers instantly, resolving routine requests and providing human-like, personalized interactions across channels.
  • Sales Assist: AI delivers personalized product recommendations and identifies upselling/cross-selling opportunities to drive revenue.
  • PII Redaction: Automatically identifies and removes Personally Identifiable Information (PII) when training internal AI models to protect sensitive customer data.

Support

  • Gladly Academy: Offers self-guided courses and certifications for agents, team managers, and administrators to master the platform. [cite: 13 (in previous search)]
  • Help Documentation & Knowledge Base: Extensive online resources, FAQs, and articles for self-service support and troubleshooting. [cite: 22 (in previous search), 31 (in previous search)]
  • Dedicated Support Team: Access to Gladly's support team for assistance, with tiered SLAs for critical issues. [cite: 22 (in previous search), 37 (in previous search)]
  • Implementation Guides: Step-by-step instructions and resources to facilitate efficient onboarding and setup of the platform. [cite: 2 (in previous search), 31 (in previous search)]

Technical Specifications

Architecture
Cloud-native SaaS, Microservices (implied by cloud-native and modern platform), REST API driven
Deployment
Cloud/SaaS
Authentication
SSO, SAML 2.0, MFA (implied), OAuth 2.0
API Available
Yes
MCP Server
No

Infrastructure

  • AWS

AI/ML Stack

  • NLP
  • Machine Learning
  • LLM

Integrations

  • Shopify
  • Salesforce
  • Stripe
  • Magento
  • BigCommerce

Security & Compliance

Certifications: SOC 2 Type II, PCI DSS, GDPR, CCPA

Encryption: AES-256 at rest, TLS 1.2 in transit

Pricing

Model
Per user/month, with conversation-based options
Starting Price
Starting at $150/user/month (10 user minimum for Support Hero plan), $38/user/month for Task User plan.
Target Customer
Mid-market to Enterprise
Contract Type
Annual
Free Trial
No (credit card required)

About Gladly

Gladly is an AI-powered customer service platform built around people, not tickets, that unifies all customer interactions across channels into a single, continuous conversation. It aims to deliver radically personal and efficient service, driving customer loyalty and revenue for B2C brands.

Founded: 2014 · Headquarters: San Francisco, United States · Employees: 201-500 · Private