Last updated 07-30-2026
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Gladly
Gladly routes voice, chat, email, SMS, and social messaging into one continuous conversation per customer instead of separate tickets. Agents see order history, loyalty status, and prior chats before they reply, while Gladly's AI agent resolves routine requests like returns, exchanges, and order status. When a question needs a person, Gladly Team picks up with full context so customers do not start over.
Most help desks stack channels into separate tickets, which forces customers to repeat themselves and makes AI look smart only on the first message. Gladly ties every touchpoint to the same person record and trains its AI with plain-English Guides rather than code-heavy workflows. It also plugs into existing helpdesks like Zendesk, so teams add automation without ripping out current tools.
Retailers, airlines, and subscription brands use Gladly when they want service to feel personal at scale. Nordstrom, Crate & Barrel, Ulta, and Breeze Airways run omnichannel support on the platform, with templates and Guides that Gladly says can go live in days instead of months.
Voice, SMS, email, chat, and social messaging (Facebook Messenger, Instagram, WhatsApp) share one lifelong conversation per customer
Gladly publishes proof points including 76% of conversations fully resolved by AI and a 3x first-30-day resolution rate increase
Guides let CX teams train Gladly in plain English on brand voice, escalation rules, and product catalogs without a heavy engineering lift
Gladly Team gives agents one workspace with purchase history, preferences, and every prior channel in a single timeline
Gladly for helpdesks connects to Zendesk and other platforms so AI resolves issues without a rip-and-replace migration
Voice AI handles phone conversations with the same customer context used on digital channels
Unifies voice, chat, email, SMS, and social into one lifelong conversation per customer instead of siloed tickets.
CX teams train Gladly with plain-English Guides rather than building code-heavy automation workflows.
Gladly for helpdesks connects to Zendesk so teams add AI resolution without replacing their current platform.
Gladly Team surfaces purchase history, loyalty status, and prior channel activity before an agent replies.
Gladly publishes deployment in days with templates drawn from hundreds of millions of conversations.
Gladly does not publish per-seat pricing on gladly.com; you need a sales demo for a quote.
The platform targets B2C brands with meaningful support volume, which may feel heavy for very small teams.
Commerce actions and personalized self-service depend on integrations with your existing stack.
Screenshot capture redirects gladly.com to gladly.ai, which can confuse teams expecting one canonical marketing domain.
What is Gladly used for?
Gladly is a customer support platform for B2C brands that want lifelong conversations instead of ticket queues. Gladly unifies voice, chat, email, SMS, and social messaging into one thread per customer, and its AI agent resolves routine questions or routes complex cases to Gladly Team with full context.
Which channels does Gladly support?
Gladly supports Voice and IVR, email, chat through the Glad App, SMS and MMS, and social messaging on Facebook Messenger, Instagram Messaging, and WhatsApp. Gladly keeps a single lifelong conversation across those channels so agents do not ask customers to repeat prior interactions.
How does Gladly pricing work?
Gladly does not list public per-seat prices on gladly.com/pricing. Gladly sells its platform through sales demos and custom quotes tailored to your team size, channels, and AI usage. Request a demo on the gladly.com pricing page to receive a quote.
Does Gladly use tickets?
Gladly avoids traditional ticket numbering and treats each customer as a person with a continuous conversation history. Gladly shows agents purchases, loyalty status, order history, and prior chats in one timeline rather than separate case numbers per channel.
Does Gladly work with Zendesk?
Gladly offers Gladly for helpdesks, which connects Gladly AI to platforms like Zendesk so routine issues resolve automatically without replacing your current helpdesk. Agents keep their existing workflows while Gladly handles automated resolutions across connected channels.
How quickly can teams launch Gladly?
Gladly says teams can get up and running in days rather than months using prebuilt templates and Guides based on hundreds of millions of conversations. Gladly also publishes a 3x first-30-day resolution rate increase for customers adopting its AI agent.
What results do Gladly customers report?
Gladly publishes metrics including 76% of conversations fully resolved by AI, 2.2x revenue per conversation, and a 65% CSAT increase. Customer stories cite ProClip USA cutting response times from 13 hours to under one and The Black Tux reaching 68% AI resolution in seven weeks.