Gladly 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Gladly

4.8

(137)

Pricing

Pricing available upon request

About Gladly

For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings you need AND the customer devotion that drives lasting business value. Trusted by the world's most customer-centric brands—including Crate & Barrel, Breeze Airways, and Ulta Beauty—Gladly is purpose-built to engage customers, not deflect them, turning everyday interactions into loyal customers for life.

Gladly Screenshots

Gladly Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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Gladly Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of Gladly
Activity Tracking
AI Copilot
AI/Machine Learning
API
Automated Responses
Automatic Call Distribution
Autoresponders
Batch Communications
Blended Call Center
Call Conferencing
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Campaign Management
Canned Responses
Case Management
Chatbot
Chat/Messaging
Computer Telephony Integration
Content Management
Customer Communication
Customer Complaint Tracking
Customer Database
Customer Support
Customizable Branding
Dashboard
Document Storage
Email Management
Feedback Management
File Sharing
Forms Management
Help Desk Management
Inbound Call Center
Inbox Management
Interaction Tracking
Interactive Content
Issue Management
Issue Tracking
IVR
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Natural Language Processing
Negative Feedback Management
On-Demand Communications
Online Voice Transmission
Outbound Call Center
Performance Metrics
Personalization
Predictive Analytics
Predictive Dialer
Proactive Chat
Progressive Dialer
Quality Assurance
Real-Time Chat
Real-time Consumer-facing Chat
Reporting/Analytics
Routing
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
SMS Messaging
Social Media Integration
Social Media Monitoring
Support Ticket Management
Survey/Poll Management
Template Management
Text Analysis
Third-Party Integrations
Ticket Management
Transcripts/Chat History
Transfers/Routing
Voice Mail
Workflow Management

Gladly Integrations

Shopify

Adobe Commerce

Twitter/X

Asana

Playvox

Slack

See all 32 integrations

Gladly User Reviews

Overall Rating

4.8

Ratings Breakdown

83%

16%

Secondary Ratings

Ease of Use

4.9

Value for money

4.8

Customer support

4.8

Functionality

4.8

Rachel L.

Verified reviewer

Consumer Services

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed November 2023

Awesome platform

Ratings Breakdown

Ease of use

Functionality

Pros:

Gladly makes it very easy to work with a few different channels to communicate with customers

Cons:

It sometimes gets slow but it seems like it gets fixed pretty quickly

Michael L.

Verified reviewer

Consumer Goods

51-200 employees

Used daily for less than 12 months

Reviewed August 2025

Gladly is great!

The experience with Gladly as a platform and all of the folks we have worked with there has been great!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ease of use and being able to see the customer's profile and conversation timeline has been a lifesaver. No more switching through 'tickets' to figure out the problem.

Cons:

Reporting can take some time to understand and some of the terminology that Gladly uses can be a tad confusing at first.

Reasons for switching to Gladly

To get away from ticket based customer service to have ease of use for our agents. Cost + reporting.

Laura F.

Verified reviewer

Furniture

10000+ employees

Used daily for less than 2 years

Reviewed January 2022

Good

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to get information and view the messages

Cons:

Customer not able to see us writing them back

Josie M.

Verified reviewer

Health, Wellness and Fitness

51-200 employees

Used daily for less than 2 years

Review source

Reviewed November 2025

Highly recommend Gladly!

I highly recommend the product! Super easy to use and it allowed me to also keep notes all in one place so I could see what was going on with my clients.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

I liked that I could see all emails from everyone in the company. I could trace everything back from my convos and anyone else, which was super helpful when talking with the clients.

Cons:

Honestly, I really liked the platform and can't think of anything that I didn't like. It was very functional and easy to use.

diana elizabeth f.

Verified reviewer

Consumer Services

501-1000 employees

Used daily for less than 12 months

Reviewed August 2022

I just simply love gladly because it makes my work easier and faster

Great, it's fast it's easy it's gladly!! My first year as a call center agent and it's been great and a lot of that is because of gladly

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I can stop saying this! this software makes our job easier, faster and it gives us a chance to be more personal with the customer and make them feel valued and that its a great achievement for our company

Cons:

sometimes the info of the customer is a little hard to find but like we use Shopify along with it, this helps us in the research for the order history and more

Reasons for switching to Gladly

they wanted to make the job more personal with the customers

Floranch E.

Verified reviewer

Consumer Services

5001-10000 employees

Used daily for less than 2 years

Reviewed May 2023

Eye-catching and simple to use tool

I find the tool to be extremely helpful in comparison to our previous one, and my experience so far has been satisfying and productive. I've been able to meet my quota and exceed our goal since we began using gladly. This is a highly recommended tool, especially if you are serving consumers through a different channels.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like how simple and easy to use this tool is; the integration of all channels, whether phone, SMS, chat, or email, is a plus point; we can attend to the customer's concern right away by simply reading the previous concern without having to go anywhere or click another tab, as long as the email address was added to the tool. Furthermore, my favorite color is green, which is one of the many reasons why I love gladly; the icons and design are eye-catching and simple to read.

Cons:

The only thing I've noticed is that you can only open one tab at a time; if you open another, it will crash. Additionally, if you open two tabs of this tool, the call will automatically be dropped after ringing twice. Another thing is that you can't add a picture to the task bar, which should be helpful for us since we use it frequently because we assign some tickets to different departments.

Reasons for switching to Gladly

I think because of integration of tickets that gladly offers and price.

Kenjie Y.

Cosmetics

501-1000 employees

Used daily for less than 2 years

Reviewed September 2022

Very useful and convenient

The experience I had with Gladly, is beyond extraordinary. The application is very helpful overall and it made the work easier 10x folds.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The feature that I think is the most impactful is how all transcripts can be found for every single member of our company. It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member.

Cons:

The thing that it needs to improve would be applying the correction that came from Grammarly, so far this is the biggest issue we currently face. Since the correction made by Grammarly will not automatically fix on the chat box of Gladly.

Reasons for switching to Gladly

Because of the cost and there were a lot of issues with the app.

Rica Mae A.

Verified reviewer

Consumer Services

501-1000 employees

Used daily for less than 12 months

Reviewed October 2022

QA Specialist POV of Gladly

I am specialize to check for every interaction of our representatives with the customers to ensure that we are providing quality conversations while performing the correct processes and following the policies of the company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I like about this product is we can close out a ticket once we finished the conversation. We no longer need to go to a different tab to close a ticket. Additionally, I love that it has SMS and can track history of the member's purchases.

Cons:

We cannot see when and who updated the Gladly Profile of the member.

Reasons for choosing Gladly

Gladly is very easy to use and user-friendly. Has most of the features we need to run the customer service we want.

Reasons for switching to Gladly

We saw an opportunity to lessen the workload of the representative for every ticket they cater.

Heather M.

Verified reviewer

Consumer Goods

51-200 employees

Used daily for less than 2 years

Reviewed January 2023

Gladly - the most innovative software.

Improving customer experience, easy navigation, and excellent in keeping customers conversation.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to use when finding the reach out or conversation history. Outbound option are in place and is easy to access/use.

Cons:

Gladly suddenly refreshes and you lose what you are typing in or want to save.

Reasons for switching to Gladly

We switch as Zendesk has no option to automatically match similar emails or phone numbers creating traffic in Helpdesk.

Jao B.

Verified reviewer

Retail

501-1000 employees

Used daily for less than 12 months

Reviewed September 2022

Feedback

Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time

Cons:

for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk

Reasons for choosing Gladly

superior product

Reasons for switching to Gladly

Having all conversations with the member in 1 thread.

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