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Gladly Overview

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What is Gladly?

Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at scale, enabling them to efficiently overcome the challenges of declining customer loyalty and rising costs. Its unique approach puts customers -not tickets- at the center, unifying all interactions into a single, lifelong conversation. This ensures customers have seamless, personalized experiences across all channels, driving faster resolutions and deeper, more meaningful connections that boost customer loyalty and lifetime value. Trusted by hundreds and hundreds of iconic brands like Nordstrom, Warby Parker, and Crate & Barrel, Gladly delivers impressive, industry-leading results. Businesses have seen up to 470% yearly ROI, a 45% reduction in handle times, and customer satisfaction scores as high as 98%. With Gladly, businesses can provide the radically personal service their customers deserve, while maximizing operational efficiency—transforming customer service into a powerful engine for growth, loyalty, and competitive advantage in today’s marketplace. Learn more at gladly.com.

Gladly Details
Product Website
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Languages Supported
English
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Product Description

Gladly is a customer service software.

How do you position yourself against your competitors?

For customer-obsessed brands, Gladly’s AI-powered customer service platform enables AI and people to work seamlessly together to deliver radically personal service.

Unlike legacy ticket-based products or stand-alone chatbots, only Gladly combines rich customer data with an understanding of your brand and acts to engage customers 24/7 with both AI and service teams to put customers back at the center of customer service.

Seller Details
Seller
Gladly
Company Website
Year Founded
2014
HQ Location
San Francisco, California
Twitter
@gladly
4,159 Twitter followers
LinkedIn® Page
www.linkedin.com
221 employees on LinkedIn®
Description

Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Warby Parker, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage. Based in San Francisco, Gladly was founded in 2014 and is privately backed by industry leaders including Greylock, GGV Capital, NEA, Glynn Capital, FutureFund, and JetBlue Ventures

CC
Overview Provided by:
Caitlin Caswell

Recent Gladly Reviews

FM
Fidencio M.Mid-Market (51-1000 emp.)
5.0 out of 5
"Amazing experience"
gladly is really user friendly, it allows me to work with customers alot more easier since i it provide me with all the information i need always! ...
Read more
KR
Kenneth R.Mid-Market (51-1000 emp.)
5.0 out of 5
"The simplest and most user-friendly tool that remains stable without collapsing or crashing."
It's user-friendly, easy to navigate, and ideal for both experienced users and beginners.
Read more
Verified User
U
Verified UserSmall-Business (50 or fewer emp.)
5.0 out of 5
"Gladly Review"
Gladly keeps all customer interactions in a single thread, making it easier to provide seamless support.
Read more

Gladly Pricing

Hero Package
$180.00
1 Support Hero Per Month
Superhero Package
$210.00
1 Support Hero Per Month
See all 2 Gladly pricing levels
Security Badge
Gladly Security
Get security information from Gladly to help you buy the right software. View Security Information
Gladly security information includes:
SOC 2 (System and Organization Controls 2)
PCI DSS (Payment Card Industry Data Security Standard)

Gladly Media

Gladly Demo - Customer details
All customer details are available in a single agent view right next to the customer conversation.
Gladly Demo - Conversation timeline
All channels, including voice, self-service, and modern messaging are natively built-in and tied to a single conversation thread.
Gladly Demo - Single knowledge base
One knowledge base, across different languages, that powers your external and internal FAQs.
Gladly Demo - Self service
Natively built-in self-service that is actually part of the customer conversation.
Gladly Demo - Payments over messaging
Issue payment request during the actual customer conversation through messaging channels.
Gladly Product Demo
Play Gladly Video
Gladly Product Demo
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Play Gladly Video
Answer Threads
Play Gladly Video
Answer Threads
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Official Interactive Demo

Gladly demo available

Try an interactive demo created by the software seller (right here on G2).
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Official Downloads

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Video Reviews

Review by Raul N.
Gladly review by Raul N.
Play Gladly review by Raul N.
Gladly is the best to work with
Review by John P.
Gladly review by John P.
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Glady is amazing
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993 out of 994 Total Reviews for Gladly

4.7 out of 5
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993 out of 994 Total Reviews for Gladly
4.7 out of 5
993 out of 994 Total Reviews for Gladly
4.7 out of 5

Gladly Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for GladlyQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Verified User in Airlines/Aviation
UA
Enterprise(> 1000 emp.)
More Options
Validated Reviewer
Review source: G2 invite
Incentivized Review
What do you like best about Gladly?

I love how easy it is to log in. The face of Gladly is also very user friendly. It is web based so when you have a customer profile on the screen it is very easy to see all of the customer profile information. Also very easy to navigate and edit customer information. You can view previous employee notes and conversations with the same Customer profile. Review collected by and hosted on G2.com.

What do you dislike about Gladly?

The only thing i dislike is once the customer hangs up the line, gladly also closes out the customers profile and therefore making you reopen that conversation. which can take a few steps in the event you want to escalate a situation or just add notes about the conversation. Review collected by and hosted on G2.com.

Recommendations to others considering Gladly:

I would consider a training and practice before your employees go live. Or maybe test it first with your customer database to know how the linking and personalization will flow. Review collected by and hosted on G2.com.

What problems is Gladly solving and how is that benefiting you?

We are creating more personal relationships with customers and customers are realizing that employees are communicating and knowing when they called in or connected with someone in our chat team Review collected by and hosted on G2.com.

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AA
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Seller invite
What do you like best about Gladly?

The way you can follow everybody's work. How you can verify the work that everyone is doing and in case that they need to make something better we can for sure let them know. Review collected by and hosted on G2.com.

What do you dislike about Gladly?

Cannot call things I don't like about it, one of the most useful tools we ever had to provide Customer Service. Review collected by and hosted on G2.com.

Recommendations to others considering Gladly:

Based on my experience, I recommend gladly a 100%. Review collected by and hosted on G2.com.

What problems is Gladly solving and how is that benefiting you?

With previous tools we had we were missing some emails and guest's information, now by creating Users we can keep everything together. Review collected by and hosted on G2.com.

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JM
Super
Hospitality
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Gladly?

I really enjoy working with this program since its web base as well is fast and easy to handle Review collected by and hosted on G2.com.

What do you dislike about Gladly?

Sometime the system fails making it almost impossible to answer our customers on time but this doesn't happen often. Review collected by and hosted on G2.com.

Recommendations to others considering Gladly:

Best source when interacting with clients!! Review collected by and hosted on G2.com.

What problems is Gladly solving and how is that benefiting you?

We are a hospitality company and with gladly we do interact with guest all around the world. Review collected by and hosted on G2.com.

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