Gladly

What is Gladly?

Gladly is an AI-powered customer service platform that positions itself as purpose-built for engaging customers rather than deflecting them. It maintains a lifetime conversation history across every channel — voice, chat, SMS, email, social — so agents and AI see a complete customer picture rather than isolated tickets. Notable customers include Nordstrom, Crate & Barrel, Ulta Beauty, and UGG.

Who is it for?

Mid-to-large B2C brands in retail, e-commerce, travel, and hospitality where customers contact support repeatedly and voice is a significant channel. Gladly claims 76% of conversations fully resolved by AI and 3x improvement in first 30-day resolution rates across its customer base.

Strengths

• Lifetime customer timeline — all channels and interactions unified per customer, not per ticket.
• AI that engages, not just deflects — designed to complete interactions end-to-end, not just route to humans.
• Plain-English AI configuration — non-technical teams can define brand voice and behavior via "Guides" without code.
• Voice-native design — voice is a first-class channel, not an afterthought or third-party add-on.
• Proven at scale — customers report $510M+ in aggregate savings and 65% CSAT improvements.

What to consider

• Expensive; estimated $180–$210/user/month with a significant minimum annual commitment — not for small teams.
• Voice and SMS usage is billed separately on top of seat fees, which can increase costs substantially.
• Overkill for B2B or SaaS support teams with lower contact volume or primarily asynchronous workflows.

Bottom line

Gladly is built for high-volume B2C brands that compete on customer experience and can't afford fragmented conversation histories. The results from its customer base are compelling, but the pricing is enterprise-tier and the value realization depends on volume. Smaller or B2B-focused teams should evaluate lighter options first.