Gladly 2026: Benefits, Features & Pricing

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On this page

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

Vishvesh P.

Verified reviewer

Hospital & Health Care

2-10 employees

Used daily for free trial

Review source

Reviewed December 2025

Wonderful Platform That Easily Fixes the Multifaceted Customer Support Problem.

We have encountered a number of issues with this product. First off the web interface only allows the user to access one web-page (tab) will crash if you access another page. If two pages are open at the same time, the call will be disconnected after ringing for two seconds. Another issue is that there is no way to upload images and videos; without this feature we can not properly assign and track incidents for our support teams because we have very little communication with support staff on how to assign ours to each other. The website also has no personality or design that would make it fun for me and my team when dealing with irate customers. Having multiple page layouts would help keep some of us engaged during slow down times.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Gladly allows for all Customer communication channels conversation timelines, which provides support specialists necessary information to help resolve inquiries efficiently and Empoweringly. Gladly's Empowering Enviroment improves customer service, enables more successful resolutions, reduces repeat contacts, and ultimately makes it easier for customers and staff to work together. There are still some items we hope for, and I want to express my appreciation for the individuals who support me through Glady. Every week, they check in and provide updates about new features, meet my requests, and help me create more productive processes. I wholeheartedly endorse this application, as it can be quickly integrated and lets me keep all of my customer notes in one place, to help understand how my patrons' situations are evolving over time.

Cons:

Extremely dedicated. Could not provide a better service for my clients. Because it has stored a detailed profile for each of my clients that contains important data about them, I can provide an exceptional level of service without wasting time. The members of my team have found this tool to be far more effective than our previous tool and are therefore very satisfied and productive with their experience with it. This is a tool that I highly recommend to anyone providing services to customers via multiple channels and parameters.

Benjamin D.

Verified reviewer

Consumer Goods

51-200 employees

Used daily for more than 2 years

Reviewed November 2025

Admin for over 6 Years, incredibly happy

Overall, incredibly positive. We have used them for years, and it is a great platform. I have continued to renew with them. When you are a D2C eCommerce brand I would highly recommend.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's a wonderful CX platform. We handle oall of our volume via Gladly. A lot of out of the box featuresand we also use their AI products.

Cons:

Not much, overall really happy with the platform. I would never say no to a decrease in pricing even though I think the pricing is fair based on the market.

Reasons for choosing Gladly

Pricing and overall value. Also ease of use.

Reasons for switching to Gladly

Pricing, but also looking for an improvement in overall performance.

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

Kelly V.

Verified reviewer

Consumer Services

201-500 employees

Used daily for more than 2 years

Reviewed October 2025

Gets the job done with great support

Overall, there were cons, but the pros did outweigh them. Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true!

Cons:

There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us.

Reasons for choosing Gladly

Salesforce was too robust and complex for what we were looking for. Kustomer and Zendesk were wonky and did not work well for us.

Joseph G.

Verified reviewer

Retail

11-50 employees

Used daily for less than 2 years

Reviewed October 2025

Great service but could be better.

Our experience was good, but there are other platforms in the industry that can provide the same experience and more.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I liked most about Gladly was the sleek design of the CRM. I was able to understand each conversation and find information quickly.

Cons:

What I did not like about Gladly was the reporting. There were a few pieces of manual work that had to be done to see some key metrics and statistics that should have been readily accessible. I also did not like that we had not been reached out to by any Account manager during the life of the contract, and were strong-armed into renewing due to the run-around provided when trying to reach one.

Reasons for choosing Gladly

We chose Gladly due to the features and benefits it offered over Gorgias at the time of contract start.

Reasons for switching to Gladly

We made the switch due to features that were being deprecated.

Ashley D.

Verified reviewer

Apparel & Fashion

11-50 employees

Used daily for less than 12 months

Reviewed October 2025

Truly one-of-a-kind CX platform and Best on the Market!

Gladly has completely eliminated duplicate conversations for our team. With our previous CX platform, we constantly battled duplicates — customers reaching out via email, DMs, and text simultaneously. Now, because Gladly unifies every interaction under a single customer profile, we’re able to serve customers more efficiently and consistently meet our SLAs. On top of that, the Sidekick chatbot has been a huge asset. It helps customers with returns, order tracking, and other self-service needs, freeing up our agents to focus on higher-level, more personalized conversations that truly impact the customer experience.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind.

Cons:

The only thing I’d love to see improved is social media comment integration. Direct messages roll in seamlessly, but having comments pull in as well would make the platform’s social functionality truly complete.

Reasons for choosing Gladly

We chose Gladly because it’s truly different from every other platform out there. Unlike traditional ticket-based systems, Gladly is built around people — not cases — allowing us to put the customer first instead of constantly chasing a backlog. This shift has transformed how our team operates and how our customers experience support. Gladly also prevents cherry-picking, ensuring fair distribution of work and a more balanced workflow. The reporting and insights are incredibly valuable, giving me full visibility into each agent’s performance so I can coach effectively based on the complete picture — not just the numbers. It’s a smarter, more human way to do customer service.

Reasons for switching to Gladly

We switched to Gladly because our previous platform was ticket-based, expensive, and made it difficult to truly prioritize the customer. Managing endless tickets led to inefficiency, duplicate conversations, and a constant focus on backlog instead of people. Gladly completely changed that. By organizing every interaction under one unified customer profile, it eliminated duplicates and simplified communication. It’s more intuitive, more efficient, and far more aligned with how modern customer service should operate. Plus, it delivers better functionality and insights at a much better value than our previous system.

Jennifer R.

Verified reviewer

Apparel & Fashion

51-200 employees

Used daily for more than 2 years

Reviewed October 2025

Gladly Solves the Multi-Threaded Mess of Customer Support

Overall our experience with Gladly has been a very positive one and we look forward to continue the long term partnership for years to come.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We love how Gladly unifies all customer interactions from every channel into a single, continuous conversation. It eliminates the confusion of juggling multiple threads and has proven to be far more efficient than other help desk platforms we've used.

Cons:

While the AI optimization has been a bit slower compared to other help desks, our customers tend to prefer human interaction, so it hasn’t negatively impacted the overall experience.

Reasons for choosing Gladly

We chose Gladly because of its unique ability to unify all customer interactions across channels into a single, continuous conversation. This approach eliminates the confusion of managing multiple threads and has significantly improved our team’s efficiency compared to other help desk platforms we've used.

Reasons for switching to Gladly

JR V.

Verified reviewer

Retail

201-500 employees

Used daily for less than 2 years

Reviewed August 2025

I LOVE GLADLY

I really love gladly and I have had a great experience with it, especially using the admin level. I love the ease of being able to change things and make decisions, and everything is super user friendly

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I really like the 360 view of the customer that you get with Gladly, and how you're able to easily navigate through the customer profile to see what's going on. I also like how all the actions with conversations are tracked so everyone can see what's going on with routing.

Cons:

-Showing agents’ name on the front end when customers are chatting in with them -Being able to assign answer audiences at an agent level when logged into admin, or a group level -When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on -When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not. Having their name as green or something would be helpful to know if they were available for that conversation type (or maybe just chat). -Being able to add a Hyperlink in a chat conversation message -Being able to have a customer or agent send a chat transcript to the customer -Being able to change idle time based on team groups, or some other factor than it being universal -Being able to change your agent status / if you are available for a specific channel when on a call. Right now, if an agent ends a call, they might possibly get a new call if they are not fast enough to change their availability for channels. -Having personal saved versions of Liveboards, like having different versions of a Liveboards with different teams and inboxes selected. -Being able to enter in dashes when searching phone numbers in the search bar. -Having agent names visible when chatting -Priority level for tasks -Only agents who are assigned a conversation should be able to respond, otherwise when an agent is on a conversation and declines, it stays there, and another agent could accept, but it looks like it may be assigned to the first agent, and then they can see that conversation. Only like an admin level should be able to write in those chats or emails if it’s not assigned to them. (I think it may be set this way because they are assigned to that inbox and if someone is gone then someone else can go in and respond to that). -Be able to add scheduled holiday time for chats to be open, like the IVR. -Ability to duplicate rules to create other rules off of, or change them for specific agents -Reporting for answers to be able to combine data for who is using what report at what specific time, and to show the actual agent name and not the agent ID

Reasons for choosing Gladly

We just really liked what Gladly had to offer, and the ease of service.

Reasons for switching to Gladly

We wanted to just have 1 platform to handle multiple actions

Ryan M.

Verified reviewer

Consumer Goods

51-200 employees

Used daily for less than 6 months

Reviewed August 2025

Gladly Delivers Simplicity, Efficiency, and True Partnership

Overall, my experience with Gladly has been very positive. As a Customer Experience Manager, I appreciate how it consolidates every channel into one timeline and provides advocates with the context they need to resolve issues quickly and confidently. Maintaining Gladly Answers has also made it easier for me to streamline solutions and reduce repeat contacts, which benefits both our customers and our team. While there are still a few features on our wishlist that would make day-to-day operations even smoother, Gladly has already improved efficiency, collaboration, and the overall experience we’re able to deliver. I also want to highlight the people behind the platform. Our CSM, [sensitive content hidden], has been absolutely amazing to work with on a bi-weekly basis — not only providing product updates, but also actively meeting our needs and helping us streamline workflows. And during implementation, [sensitive content hidden] and especially [sensitive content hidden] went above and beyond, holding our hands through the entire setup and ensuring we were 100% ready to transition with confidence.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What I like most about Gladly is that it brings everything together in one place. Instead of juggling multiple platforms, our advocates can see the entire customer history across phone, chat, SMS, email, and social in a single timeline. As someone who manages our internal knowledge base (Gladly Answers), I also appreciate how easy it is to build and maintain solutions that streamline the experience for both customers and advocates. The platform helps us resolve issues faster, reduces repeat contacts, and ultimately makes our team more efficient, while giving customers a smoother and more personalized experience.

Cons:

Gladly works really well for us, but there are still a few features that would make a big difference for both customers and advocates. At the top of our wishlist are live chat message preview (so advocates can prepare responses faster during busy chat times) and preview dialers for Collections (to give those teams context before they call customers). On the management side, having role-based idle/logout settings, scheduled reporting, and an observer-only role for cross-functional partners would reduce manual work and improve collaboration. And while smaller, quality-of-life updates like dark mode, custom notification sounds, collapsible inbox categories, and even direct CSAT offerings within the conversation flow would go a long way in helping our team stay focused, efficient, and more connected to the customer experience.

Reasons for choosing Gladly

We chose Gladly over Zendesk because, while Zendesk is often seen as the “big dog on the block,” their demo left us underwhelmed. The team presenting seemed to lack the energy and enthusiasm to truly partner with us, and much of their feature set came from acquired systems that hadn’t yet been fully integrated. On top of that, Zendesk’s pricing was overly high compared to the value they demonstrated. Gladly, by contrast, showed up engaged and solutions-focused, with a platform built from the ground up to unify all channels into one customer timeline. Their team made it clear they wanted to partner with us, and that confidence and alignment made the decision an easy one.

Reasons for switching to Gladly

We made the switch from Gorgias, TeamSupport, and Five9 to Gladly because managing multiple platforms created too much friction for both our customers and our advocates. Each system had its own limitations — fragmented customer histories, inconsistent reporting, and extra steps that slowed down resolution times. Gladly gave us a true all-in-one solution. Instead of hopping between systems for email, phone, chat, and ticketing, everything now lives in one unified customer timeline. That means less context-switching for advocates, faster responses for customers, and clearer insights for managers. Plus, with Gladly Answers, we’re able to keep our knowledge base current and consistent, which directly improves efficiency and reduces repeat contacts.

Brian R.

Verified reviewer

Biotechnology

11-50 employees

Used daily for less than 12 months

Reviewed October 2025

The perfect tool for startups and enterprise businesses

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Gladly has proven to be a strong tool for us as a startup. We were starting from nothing and Gladly's unified suite of products and seamless integrations proved to be the solution that best fit our needs.

Cons:

There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching out to Support, those are not available. (Recharge Subscription cards being the primary one- we wanted an all in one solution, but unfortunately, have to maintain agent access to Recharge to manage subscriptions)

Reasons for choosing Gladly

The support and onboarding was much better and offered more integrations than the others.

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