Gladly: CX AI built for LTV

Name: Gladly: CX AI built for LTV Introduction Video
Uploaded: 2024-04-04T22:15:03Z
Duration: 1 min 33 s
Description: People-centered customer service platform for eCommerce brands

Develop by Gladly Inc

$120

/ Month

Free plan available

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: CX AI built for LTV

Launched Feb 15, 2021

Built by Gladly Inc

Email :

app-listing@gladly.com

Address

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

Website Privacy policy FAQ

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Introduction Video

Description

The only CX AI built to engage customers, not deflect them, and grow customer lifetime value.

Gladly helps retailers turn every conversation into a long-lasting relationship. AI fully resolves returns, refunds, and order questions using your store data, engaging customers rather than deflecting them. It answers product questions and recommends items to drive revenue. Agents see one lifelong conversation across voice, email, chat, SMS, and social with complete order history. No tickets. No repeat explanations. Just real connections that build loyalty.

Complete order history and customer details in single view
AI that resolves, not deflects, with end-to-end resolution
AI shopping assistant that recommends products and converts
Voice, email, chat, SMS, and social natively built in
Native integrations with Shopify, Klaviyo, Loop, and more

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

MaryRuth Organics

Jan 23, 2026 on Shopify

We just converted to Gladly and it was a very easy process to get the CRM set up and running. Highly recommended if you are in the market to streamline your customer service. All communication channels in one place, no tickets, just conversations. Agent adoption has been quickly and painless. Update January 2026 - We've recently deployed Gladly AI across Chat, SMS, Email and Voice and we are very impressed with our resolution rates as well as the ease of AI management within the Gladly toolset. Definitely recommended if you are looking for a human approach to AI / Automation.

BioPower Pet

Jan 22, 2026 on Shopify

Gladly is a great app and a vast improvement over the previous one we were using that begins with a G and ends with an S. The only reason for 4 rather than 5 stars is that we are a small team and Gladly is primarily designed for large / enterprise companies. We've made it work and are happy, but if you're a small team just keep that in mind, it takes some weeding through the irrelevant enterprise level features to get it optimized.

Ollie Pets

Dec 08, 2025 on Shopify

Great app and connection with Shopify. We love the quick actions and the imagery and details that flow through to Gladly to help our CX team handle inquiries even quicker!

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!

View all reviews

Gladly: CX AI built for LTV

About Gladly: CX AI built for LTV

Built by Gladly Inc

Related Categories

Zotabox: All in One Marketing

Introduction Video

Description

The only CX AI built to engage customers, not deflect them, and grow customer lifetime value.

Pros

Cons

Top Helpful Reviews

MaryRuth Organics

BioPower Pet

Ollie Pets

Halfdays

Super Coffee

Because Market

Elysium Health

FoundRae

Chirp™

Toadfish

Key Features

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