AI Support

Gladly

by Gladly Inc.

★4.2

323 reviews

People-centered customer service platform with AI that treats conversations as continuous threads across all channels

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📌Key Takeaways

1Gladly is a ai support AI agent by Gladly Inc., founded in 2014.
2People-centered customer service platform with AI that treats conversations as continuous threads across all channels
3Top strengths: Unified Omnichannel Inbox: Gladly's unified omnichannel inbox represents a paradigm shift in customer support technology by consolidating every customer conversation—whether ini...; AI-Powered Conversation Routing: Gladly's intelligent conversation routing engine leverages sophisticated machine learning algorithms to automatically direct incoming customer inquiri....
4Rated 4.2/5 based on 323 reviews.

Overview

Gladly is a revolutionary AI-powered customer support platform that fundamentally reimagines how businesses interact with their customers by placing people—not tickets—at the center of every conversation. Unlike traditional helpdesk solutions that fragment customer interactions into disconnected tickets, Gladly creates a continuous, lifelong conversation thread for each customer that spans every communication channel including email, live chat, voice calls, SMS, social media platforms like Facebook and Twitter, and popular messaging apps such as WhatsApp and Apple Business Chat. The platform's sophisticated architecture consolidates all customer touchpoints into a single, intuitive interface that provides support agents with complete visibility into each customer's history, preferences, purchase behavior, and previous interactions. This unified approach eliminates the frustrating experience customers face when they must repeat their issues across different channels or agents, while simultaneously reducing the cognitive load on support teams who no longer need to switch between multiple systems to gather context. Gladly leverages advanced artificial intelligence and machine learning capabilities throughout its platform to automate routine support tasks, intelligently route conversations to the most qualified agents based on skills, language proficiency, and customer history, and provide real-time AI-assisted response suggestions that help agents resolve issues faster and more consistently. The platform's AI continuously learns from agent interactions and corrections, becoming more accurate and helpful over time. Designed specifically for mid-market to enterprise companies in customer-centric industries such as retail, e-commerce, travel, hospitality, and financial services, Gladly enables support organizations to transform their operations from reactive ticket-clearing to proactive relationship-building. The platform integrates seamlessly with leading CRM systems, e-commerce platforms, and business tools, creating a connected ecosystem that empowers agents with the information they need to deliver truly personalized, memorable customer experiences that drive loyalty and lifetime value.

🎯 Key Differentiator

AI-Extracted

People-Centric Unified Omnichannel Inbox with AI-Powered Routing and Lifelong Conversation History

Gladly's core differentiator is its radically people-centric approach that consolidates all customer communications (email, chat, phone, SMS, social media, messaging apps) into a single unified inbox organized around individual customers rather than tickets. The platform uses AI to automatically route conversations to the best-suited agent based on skills, language, availability, and customer history while providing complete context from every previous interaction. According to customer testimonials and case studies, this approach eliminates the need for customers to repeat information across channels and reduces agent context-switching time by up to 40%. Brands like Crate & Barrel, JOANN, and Allbirds have reported significant improvements in customer satisfaction scores and agent productivity after implementing Gladly's unified approach.

This differentiator was AI-extracted from competitive research.

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Last verified: January 27, 2026

Key Features

Unified Omnichannel Inbox

Gladly's unified omnichannel inbox represents a paradigm shift in customer support technology by consolidating every customer conversation—whether initiated via email, live chat, phone call, SMS text message, social media platforms like Facebook and Twitter, or messaging applications including WhatsApp and Apple Business Chat—into a single, elegantly designed interface. Unlike traditional ticketing systems that create separate, disconnected records for each interaction, Gladly maintains a continuous conversation thread for each customer that persists across channels and time. When a customer emails about an order issue and later calls for follow-up, the agent immediately sees the complete context without any manual lookup. The inbox intelligently organizes conversations by customer identity rather than channel, enabling agents to seamlessly continue discussions regardless of how the customer chooses to reach out. This architecture eliminates the information silos that plague traditional support systems and ensures that no customer message ever falls through the cracks. Reduces agent context-switching by up to 40% and ensures consistent, personalized customer experience across all communication channels while eliminating the frustration of customers repeating themselves.

AI-Powered Conversation Routing

Gladly's intelligent conversation routing engine leverages sophisticated machine learning algorithms to automatically direct incoming customer inquiries to the most appropriate available agent based on a comprehensive analysis of multiple factors. The system evaluates agent skills and expertise areas, current workload and availability, language proficiency, customer history and relationship context, conversation complexity indicators, and real-time queue dynamics to make optimal routing decisions in milliseconds. The AI continuously learns from historical interaction data, analyzing which agent-customer pairings resulted in the fastest resolutions and highest satisfaction scores, then applies these insights to improve future routing accuracy. Supervisors can configure routing rules and priorities while the AI handles the complex real-time optimization. The system also supports skills-based routing for specialized inquiries, VIP customer prioritization, and intelligent load balancing across teams and time zones. Decreases average handle time by connecting customers with the right agent on the first try, increases first-contact resolution rates, and improves overall team efficiency through intelligent workload distribution.

Customer Context & History

Gladly provides agents with an unprecedented level of customer context by displaying comprehensive customer profiles alongside every conversation in real-time. This contextual sidebar includes complete purchase history with order details and transaction values, every previous interaction across all channels with full conversation transcripts, customer preferences and communication channel preferences, account status and loyalty program information, recent browsing behavior and cart contents for e-commerce integrations, and any custom attributes synced from connected CRM and business systems. The platform automatically surfaces the most relevant information based on the current conversation topic, using AI to highlight recent orders, open issues, or account changes that may be pertinent. Agents never need to ask customers to verify their identity or explain their history—all the information appears instantly when the conversation begins. This eliminates the tedious back-and-forth that frustrates customers and wastes valuable support time. Enables deeply personalized support interactions, reduces average handle time by eliminating information gathering, and creates memorable customer experiences that build loyalty and lifetime value.

AI-Assisted Responses

Gladly's AI-assisted response system acts as an intelligent copilot for support agents, providing real-time suggestions for responses, relevant knowledge base articles, and recommended actions based on the current conversation context. As customers type their messages, the AI analyzes the content and intent, then surfaces the most appropriate pre-written responses, macros, or knowledge base content that agents can insert with a single click and personalize as needed. The system learns continuously from agent behavior—when agents modify suggested responses or choose alternative answers, the AI incorporates this feedback to improve future recommendations. For common inquiries like order status checks, return requests, or account questions, the AI can draft complete response templates that agents simply review and send. The technology also detects customer sentiment and urgency, alerting agents when conversations require escalation or special attention. This intelligent assistance ensures consistency in support quality across the team while dramatically accelerating response times. Accelerates agent response times by 30-50%, improves consistency in support quality across the team, reduces training time for new agents, and ensures customers receive accurate, helpful answers quickly.

Conversation Analytics & Reporting

Gladly's comprehensive analytics and reporting suite provides support leaders with deep visibility into every aspect of their operation through intuitive dashboards, customizable reports, and real-time monitoring capabilities. The platform tracks essential metrics including average handle time, first-contact resolution rate, customer satisfaction scores (CSAT), Net Promoter Score (NPS), response times by channel, conversation volume trends, and agent productivity indicators. Beyond standard metrics, Gladly's analytics leverage AI to identify patterns and anomalies—surfacing emerging issues before they become widespread problems, highlighting top-performing agents whose techniques can be shared with the team, and detecting training opportunities based on conversation outcomes. Managers can drill down from high-level dashboards to individual conversations to understand the context behind the numbers. The reporting system supports scheduled report delivery, custom metric definitions, and data export for integration with business intelligence tools. Real-time queue monitoring enables supervisors to make immediate staffing adjustments during volume spikes. Enables data-driven decisions to optimize support operations, identifies coaching opportunities and training needs, provides visibility for capacity planning, and demonstrates support team ROI to leadership.

Pros & Cons

Pros

+Unified Omnichannel Inbox: Gladly's unified omnichannel inbox represents a paradigm shift in customer support technology by consolidating every customer conversation—whether ini...
+AI-Powered Conversation Routing: Gladly's intelligent conversation routing engine leverages sophisticated machine learning algorithms to automatically direct incoming customer inquiri...
+Customer Context & History: Gladly provides agents with an unprecedented level of customer context by displaying comprehensive customer profiles alongside every conversation in r...
+AI-Assisted Responses: Gladly's AI-assisted response system acts as an intelligent copilot for support agents, providing real-time suggestions for responses, relevant knowle...
+Conversation Analytics & Reporting: Gladly's comprehensive analytics and reporting suite provides support leaders with deep visibility into every aspect of their operation through intuit...

Cons

−AI-generated content requires human review to ensure accuracy and brand voice consistency.
−Initial setup and integration may require technical resources or onboarding support.
−Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Use Cases

Explore all AI Support use cases →

AI SDR: Automated Outbound Prospecting→

Sales teams spend hours manually researching prospects, finding contact information, and crafting personalized outreach messages. This manual process limits the volume of outreach and reduces time available for high-value activities like closing deals.

Lead Qualification and Scoring→

Sales reps waste time chasing unqualified leads, resulting in low conversion rates and inefficient resource allocation. Manual lead scoring is inconsistent and doesn't adapt to changing buyer signals.

Frequently Asked Questions

Gladly offers: Unified Omnichannel Inbox: Gladly's unified omnichannel inbox represents a paradigm shift in customer support technology by con. AI-Powered Conversation Routing: Gladly's intelligent conversation routing engine leverages sophisticated machine learning algorithms. Customer Context & History: Gladly provides agents with an unprecedented level of customer context by displaying comprehensive c. AI-Assisted Responses: Gladly's AI-assisted response system acts as an intelligent copilot for support agents, providing re. Conversation Analytics & Reporting: Gladly's comprehensive analytics and reporting suite provides support leaders with deep visibility i.

1. Unified Omnichannel Inbox: Gladly's unified omnichannel inbox represents a paradigm shift in customer support technology by consolidating every customer conversation—whether ini... 2. AI-Powered Conversation Routing: Gladly's intelligent conversation routing engine leverages sophisticated machine learning algorithms to automatically direct incoming customer inquiri... 3. Customer Context & History: Gladly provides agents with an unprecedented level of customer context by displaying comprehensive customer profiles alongside every conversation in r...

1. AI-generated content requires human review to ensure accuracy and brand voice consistency. 2. Initial setup and integration may require technical resources or onboarding support. 3. Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Gladly was founded in 2014. The company has raised $110M+ total. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

Gladly uses a enterprise pricing model. This varies based on your specific requirements, industry, company size, and use case. For detailed information tailored to your situation, consult with the vendor or implementation partner who can provide guidance based on their experience with similar organizations. Most providers offer demos, trials, or consultations to help you evaluate fit before committing.

Common use cases for Gladly include: Lifelong conversation threads, AI sidekick for agents. This functionality is designed to streamline workflows and improve efficiency. Features may include automation, analytics, reporting, and collaboration tools. Specific capabilities depend on the plan level and product version you choose. Advanced features may require add-ons or enterprise plans.

People-Centric Unified Omnichannel Inbox with AI-Powered Routing and Lifelong Conversation History. Gladly's core differentiator is its radically people-centric approach that consolidates all customer communications (email, chat, phone, SMS, social media, messaging apps) into a single unified inbox organized around individual customers rather than tickets. The platform uses AI to automatically route conversations to the best-suited agent based on skills, language, availability, and customer history while providing complete context from every previous interaction. According to customer testimonials and case studies, this approach eliminates the need for customers to repeat information across channels and reduces agent context-switching time by up to 40%. Brands like Crate & Barrel, JOANN, and Allbirds have reported significant improvements in customer satisfaction scores and agent productivity after implementing Gladly's unified approach.

Gladly serves various industries including: Retail & E-commerce, Travel & Hospitality, Financial Services, Consumer Technology, Subscription & DTC Brands. Gladly is exceptionally well-suited for retail and e-commerce businesses where customer experience directly impacts revenue, loyalty, and lifetime value. The platform's deep integrations with e-commerce platforms like Shopify, Magento, and BigCommerce enable agents to view complete order histories, process returns, apply discounts, and modify orders without leaving the support interface. The omnichannel capabilities are particularly valuable for retailers who engage customers across websites, mobile apps, social media, and physical stores, ensuring consistent experiences regardless of touchpoint. High-volume seasonal businesses benefit from the intelligent routing and self-service capabilities that help manage demand spikes during peak shopping periods.