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Gladly

Customer Support

3.8(11 ratings)

Gladly is a customer support software designed to enhance customer relationships through personalized service.

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About Gladly

Best for B2C brands delivering personalized omnichannel customer support.

Gladly is a customer support platform that takes a people-centered approach, organizing all interactions around the customer rather than individual tickets. It unifies communication across voice, email, chat, SMS, and social media into a single continuous conversation thread, giving agents full context without requiring customers to repeat themselves. The platform is designed primarily for mid-market and enterprise B2C brands, particularly in retail, e-commerce, and hospitality. What sets Gladly apart is its natively built omnichannel architecture — it's not bolted together from acquisitions — which results in a more seamless agent and customer experience.

Pros

People-centered model replaces traditional ticket-based systems
Natively built omnichannel support in single platform
Complete customer conversation history across all channels
Intuitive agent interface reduces training time significantly
Strong self-service and automation capabilities built in

Cons

Premium pricing makes it costly for smaller businesses
Limited customization compared to more flexible platforms
Primarily suited for B2C, less ideal for B2B
Smaller integration ecosystem than legacy competitors

Use Cases

Best for retail brands managing high-volume customer inquiries across multiple channels

Best for e-commerce companies wanting personalized support with full purchase history context

Best for hospitality businesses needing seamless voice, chat, and messaging support

Best for customer-centric brands looking to replace legacy ticketing systems

Key Features

5 features

Unified customer communication channels

Real-time customer interaction tracking

Personalized customer profiles and history

Collaborative team inbox for support

Automated response suggestions for agents

SaasHunter Score

7.0/10

“Your team prioritizes personalized customer relationships and has a flexible budget for custom pricing.”

Ease of Use

7.0

Features

8.0

Pricing

5.0

Support

7.0

Integrations

8.0

Best For

Enterprise 9Agencies 8Small Business 7Startups 6Freelancers 5

Integrations

ShopifySalesforceKlaviyoMagentoZendesk (migration)SlackBigCommerceThankful AI

Omnichannel Customer Support Helpdesk Ticketing

Frequently Asked Questions

What is Gladly?

Gladly is a customer support platform that organizes all support interactions around the customer rather than tickets, unifying voice, email, chat, SMS, and social media into a single lifelong conversation. It's designed to help B2C brands deliver more personal and efficient customer service.

How much does Gladly cost?

Gladly offers a Hero plan starting around $180 per agent per month and a Super Hero plan at approximately $210 per agent per month, both billed annually. There is typically a minimum seat requirement, making it more suitable for mid-size to enterprise teams.

What are the main features of Gladly?

Key features include a unified customer timeline across all channels, natively built voice and messaging support, AI-powered self-service (Gladly Sidekick), task management, customer recognition, and detailed reporting. It also offers built-in IVR, knowledge base, and agent collaboration tools.

Who should use Gladly?

Gladly is best suited for mid-market and enterprise B2C companies, especially in retail, e-commerce, travel, and hospitality, that handle significant support volume and want to deliver personalized experiences. It's ideal for teams looking to move beyond traditional ticket-based support.

Is there a free plan for Gladly?

No, Gladly does not offer a free plan or a free trial publicly. Interested companies typically need to request a demo and work with the sales team to get started.