Gladly Inc

Gladly

Composite Score

8.1 /10

CX Score

8.4 /10

27 Reviews Write a Review

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What is Gladly?

Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.

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Gladly Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Gladly.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Gladly?

2% Negative

0% Neutral

98% Positive

Pros

Efficient Service
Inspires Innovation
Caring
Saves Time

Feature Ratings

Average 81

Customer Self Service Capabilities

Agent Collaboration

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Customer Service Knowledge Management

Intelligent Search

Mobile Customer Care

Customer Community Management

Multi Channel Support

Analytics and Reporting

Vendor Capability Ratings

Average 80

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of Customization

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Ease of IT Administration

Business Value Created

Product Strategy and Rate of Improvement

Vendor Support

Also Featured in...

Contact Center as a Service - Midmarket

Score 7.8

View Gladly in this category (opens in a new tab)

Gladly Screenshots

Gladly Videos

Gladly Reviews

Jisa J.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2025

Personal customer service platform.

Likeliness to Recommend

9 /10

What differentiates Gladly from other similar products?

It is different from others because it focuses on its customers not tickets, giving agents full context and history for every interaction.

What is your favorite aspect of this product?

My favorite thing about gladly is that how it keeps every user interaction in one continuous timeline so that the agents feel no need to switch between conversations and tickets.

What do you dislike most about this product?

One thing i dislike is that sometimes the advanced features and automation feels a bit complicated.

What recommendations would you give to someone considering this product?

If anyone considering it, i recommend trying it out first to see how it fits your workflow.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

OLAJUMOKE O.

Role: Sales Marketing
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2025

Efficient and Effective CX Experience

Likeliness to Recommend

10 /10

What differentiates Gladly from other similar products?

Gladly excels at a conversation-driven, cross-channel experience, enhancing analytics and native survey functionality which could further improve its comprehensive support capabilities

What is your favorite aspect of this product?

I love Gladly because Agents would always have a complete, context view of the customer's entire journey across all channels, even when transitioning from self-service to live support.

What do you dislike most about this product?

Gladly's pricing structure often requires a significant commitment, as it mandates a minimum number of seats, which can be a large upfront investment and inefficient for small businesses.

What recommendations would you give to someone considering this product?

I highly recommend Gladly for large businesses, I love its phone call script, and templates.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

ThankGod S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2025

Gladly a customer multiple communication channels

Likeliness to Recommend

8 /10

What differentiates Gladly from other similar products?

Gladly stands out because of its people-centered approach—it treats the customer as a single conversation across channels, not separate tickets. Unlike traditional ticketing systems, you get a full conversation timeline that helps support teams offer more personalized and consistent service. This makes the customer experience feel more seamless and human.

What is your favorite aspect of this product?

The unified conversation history is easily my favorite feature. It allows agents to pick up exactly where the last interaction left off, no matter which channel was used. This reduces friction and helps build trust with customers since they don’t have to repeat themselves every time.

What do you dislike most about this product?

The reporting features feel limited if you're managing large teams or need granular data. It could benefit from deeper analytics or more customization options to truly reflect team performance or customer satisfaction over time.

What recommendations would you give to someone considering this product?

If your business values personalized customer service and multi-channel support, Gladly is a solid choice. Just ensure your team is ready to adapt to a conversation-based model rather than a traditional ticketing mindset. Also, plan ahead for reporting needs—what it does well, it does really well, but you might need to supplement it with other tools for advanced analytics.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Gladly

What is Gladly?

Company Details

Book a Free Demo Today!

Gladly Ratings

89 Likeliness to Recommend

100 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Gladly?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Also Featured in...

Contact Center as a Service - Midmarket

Gladly Screenshots

Gladly customer chat overview

Customer flight update from Gladly software

Conversation in Gladly Sidekick

Demonstration of call summary capabilities

Gladly Videos

Gladly Product Demo

Overview of Sidekick

Overview of Sidekick Sales

Sidekick for Zendesk & Salesforce

Gladly Reviews

Jisa J.

Personal customer service platform.

Likeliness to Recommend

Pros

OLAJUMOKE O.

Efficient and Effective CX Experience

Likeliness to Recommend

Pros

ThankGod S.

Gladly a customer multiple communication channels

Likeliness to Recommend

Pros

Feature Ratings

Customer Self Service Capabilities

Agent Collaboration

Customer Service Workflow Management

Contact Center Integration

Agent Scripting

Customer Service Knowledge Management

Intelligent Search

Mobile Customer Care

Customer Community Management

Multi Channel Support

Analytics and Reporting

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of Customization

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Ease of IT Administration

Business Value Created

Product Strategy and Rate of Improvement

Vendor Support