Gladly
Gladly is a customer service platform that focuses on a "customer-centric" approach, unifying all communication channels into a single, continuous conversation.
Price: Premium
Description
Gladly redefines customer service by organizing interactions around the customer, not tickets. It brings together all communication channels—phone, email, chat, SMS, social media—into a single, persistent timeline for each customer. This allows agents to see the full history of every customer interaction, regardless of channel, fostering personalized and efficient support. Gladly is ideal for modern businesses that prioritize customer relationships and seek to move beyond traditional ticket-based systems. It stands out by truly putting the customer at the center, leveraging AI for smart routing and agent assistance, and enabling a more human, empathetic, and continuous conversation experience.
How to Use
1.Implement Gladly and connect your various customer communication channels.
2.Migrate your customer data to Gladly to create unified customer profiles.
3.Agents access a single "Customer Profile" view, showing all past and current interactions across all channels.
4.Use Gladly's tools for real-time communication, collaboration, and knowledge base access to resolve queries.
5.Leverage AI features for intelligent routing and agent assistance to personalize and speed up service.
Use Cases
Unified customer communication managementPersonalized customer supportSeamless omnichannel experienceAgent collaboration on complex issuesBuilding a comprehensive customer knowledge baseReducing customer effort and frustrationImproving first contact resolution ratesScaling customer service with human-like interactions
Pros & Cons
Pros
- Unifies all customer communication channels into one continuous conversation.
- Provides agents with a complete view of every customer's history.
- Enables highly personalized and empathetic customer service.
- Leverages AI for intelligent routing and agent assistance.
- Designed to improve customer satisfaction and loyalty.
Cons
- Premium pricing model, typically for larger organizations.
- Implementation can be complex and require significant investment.
- May be overkill for very small businesses with low customer volume.
Pricing
Gladly's pricing is enterprise-focused and typically requires contacting their sales team for a custom quote
Factors influencing pricing often include: Number of agents, volume of customer interactions, specific features and integrations required, support level
Features generally offered: Omnichannel communication (voice, email, chat, SMS, social), unified customer view, AI-powered agent assistance, self-service options, workforce management, reporting and analytics
Free Trial: Not explicitly advertised as a standard free trial
usually involves a demo and custom pilot programs for enterprise clients
Refund Policy: Not publicly available
subject to individual enterprise contracts
Notes: Contact sales for a personalized quote
Gladly targets mid-market and enterprise businesses.
FAQs