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7.5
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Gladly

Develop by Gladly Inc

$180-$210

/ Month

People-centered customer service platform for eCommerce brands

Single view history
Unified communication stream
Personalized self-service
Integrated voice support
Agent skill matching

About Gladly

Launched Feb 15, 2021

Categories

Built by Gladly Inc

Email :

[email protected]

Address

60 29th St., #125, San Francisco, CA, 94110, US

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Introduction Video

Description

Customer experience that’s both radically efficient and radically personal.

B2C brands shouldn't have to choose between affordable efficiency and genuine care. Gladly eliminates that trade-off with Customer AI at its core – intelligence that powers personal, contextual support at scale. Every conversation continues seamlessly across channels with full order context, while AI handles the routine work, freeing your team to focus on the moments that matter most. It's how you compete on experience without enterprise overhead.

B2C brands shouldn't have to choose between affordable efficiency and genuine care. Gladly eliminates that trade-off with Customer AI at its core – intelligence that powers personal, contextual support at scale. Every conversation continues seamlessly across channels with full order context, while AI handles the routine work, freeing your team to focus on the moments that matter most. It's how you compete on experience without enterprise overhead. more
  • One conversation, every channel—no tickets, no toggling
  • Manage orders, refunds, and discounts in Gladly, no Shopify admin needed
  • Use AI to process refunds and returns with Shopify and brand insights
  • Use Shopify data to personalize support and automatically identify VIP customers
  • Track revenue impact by connecting support interactions to actual sales data

Pros

  • People-centered approach focuses on building relationships rather than managing tickets
  • Integrated platform includes all communication channels: voice, email, SMS, chat, social messaging, and self-service
  • Lifelong conversation stream provides a cohesive customer history view
  • Agents can efficiently manage without losing context, improving customer interaction
  • Personalized self-service enhances customer experience based on historical data
  • Streamlined platform helps reduce operational costs and complexity
  • Real-time customer-agent matching optimizes support based on history, situation, or skills
  • Highly recommended by brands due to its effectiveness and integration

Cons

  • Potential difficulty for users familiar with traditional ticket-based systems
  • Complexity in setup and integration for some businesses might be challenging
  • Dependence on comprehensive data collection for maximum efficiency may raise privacy concerns
  • Potential high cost of implementation for smaller businesses

Top Helpful Reviews

Halfdays

Sep 12, 2022  on Shopify

I really love that all channels are available in one platform as well as the history of communication for each customer in one thread. That makes it so much easier for us to look into different issues and see customer behavior, interactions, and notes. The Gladly support team is also very quick and responsive to any issues that come up. Some feedback I have is that it would be nice if forwarding was also available for social DM’s, if agent reporting was able to be broken down by channel and average (for example, emails/hr), if a Create Order action was available in Gladly, partial refunds were an option in Gladly, and if people matching was available for calls. But overall, Gladly has been great and we're confident more improvements will be made over time. Our team is loving it so far!

Super Coffee

Jun 27, 2022  on Shopify

Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.

Because Market

Jun 22, 2022  on Shopify

Gladly allows us to give our customers the best experience possible while providing a system that is easy-to-use for agents and thoughtfully built. We have had a great experience with Gladly and want to give a huge shout-out to Melissa, our Customer Success Manager, for making our for journey better than we could have imagined. From launch to maintenance to optimization and planning, we have been very happy with our results and Gladly's continued support.

Elysium Health

May 31, 2022  on Shopify

Gladly is the best helpdesk in the game right now. It's incredibly easy for agents to use which immediately translates into a favorable customer interaction. Our work rate essentially doubled overnight and our response times were cut in half. Gladly doesn't have many of the out of the box integrations that other help desks may have, but I believe their product team listens to feedback and is continually pushing new features. Their customer service far exceeds Zendesk's.

FoundRae

May 27, 2022  on Shopify

Completely transformed and streamlined our client care team. The way that agents can seamlessly switch between contact channels is very efficient. The implementation process is very thorough and the offerings can be tailored to match needs. We will be able to grow with gladly for a very long time!

Chirp™

May 25, 2022  on Shopify

We love Gladly here at Chirp, we are particular in love with the KPI metric and the amount of information it brings. Thank you Katie for the support and guiding us through our first few months using Gladly.

Toadfish

May 12, 2022  on Shopify

Gladly has been a critical part of improving the efficiency of our customer service department. We were so excited to make the switch and now that we have, we're so glad we did!

Nisolo

Mar 31, 2022  on Shopify

I am truly a huge Gladly fan. It is revolutionary for efficiency, while not losing sight of the customer experience. Highly recommend!

Rowing Blazers

Feb 28, 2022  on Shopify

User friendly interface, amazing support team, and customer profiles log all forms of contact (email, phone, SMS, live chat) and order history, making it easy to review previous conversations and purchases in real time. Switching over to Gladly was a game changer and we’re so excited about the integration!

Nugget

Feb 25, 2022  on Shopify

We don't use all of the features, so can't speak to the integration as a whole, but we have really enjoyed how much easier Gladly has made it to see all of our Shopify data within individual customer conversations.

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