# Gladly Software Reviews, Demo & Pricing - 2026 > Review of Gladly Software: system overview, features, price and cost information. Get free demos and compare to similar programs. Source: https://www.softwareadvice.com/call-center/gladly-profile/ --- [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / Gladly Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview [Reviews](https://www.softwareadvice.com/call-center/gladly-profile/reviews/)[Alternatives](https://www.softwareadvice.com/call-center/gladly-profile/alternatives/) # Gladly Review Custom quote 1 plan Wondering if Gladly is right for your organization? Our Customer Service Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - User Reviews - Popular Comparisons ## Overview Gladly 4.8 [(139)](https://www.softwareadvice.com/call-center/gladly-profile/reviews/) 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. Wondering if Gladly is right for your organization? Our Customer Service Software selection experts can help you in 15 minutes or less. ## Gladly User Interface ## Popular Gladly Alternatives Main Product Gladly 4.8 [(139)](https://www.softwareadvice.com/call-center/gladly-profile/reviews/) Ratings Breakdown - 4.87Ease of use - 4.80Value for money - 4.84Customer support - 4.78Functionality Pricing Available upon request Get Price Alternative Product [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/) 4.4 [(18796)](https://www.softwareadvice.com/product/2764-Salesforce/reviews/) Ratings Breakdown - 3.99Ease of use - 4.05Value for money - 4.13Customer support - 4.38Functionality Pricing Starting at $25.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4086)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.7 [(1787)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Ratings Breakdown - 4.57Ease of use - 4.64Value for money - 4.69Customer support - 4.57Functionality Pricing Starting at $15.00 per month Get Price Alternative Product [LiveChat](https://www.softwareadvice.com/help-desk/livechat-profile/) 4.6 [(1727)](https://www.softwareadvice.com/help-desk/livechat-profile/reviews/) Ratings Breakdown - 4.65Ease of use - 4.49Value for money - 4.59Customer support - 4.49Functionality Pricing Starting at $25.00 per month Get Price Alternative Product [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3463)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price ## 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 Confused about pricing? We've got you covered. Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## 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 Agent Interface 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 Integration rated undefined from -1 review Adobe Commerce Integration rated undefined from -1 review Twitter/X Integration rated undefined from -1 review Asana Integration rated undefined from -1 review Playvox Integration rated undefined from -1 review Slack Integration rated undefined from -1 review See all 32 integrations ## Gladly User Reviews Overall Rating 4.8 Ratings Breakdown 5 83% 4 17% 3 1% 2 0% 1 0% Secondary Ratings Ease of Use 4.9 Value for money 4.8 Customer support 4.8 Functionality 4.8 RL Rachel L. Verified reviewer Consumer Services 501-1000 employees Used daily for less than 2 years Review source Reviewed November 2023 Awesome platform 5 Ratings Breakdown 5 Ease of use 5 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 Read More RM 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 4 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 4 Ease of use 4 Value for money 4 Customer support 4 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. Read More LF Laura F. Verified reviewer Furniture 10000+ employees Used daily for less than 2 years Reviewed January 2022 Good 5 Ratings Breakdown 5 Ease of use 5 Value for money 4 Customer support 4 Functionality Pros: Easy to get information and view the messages Cons: Customer not able to see us writing them back Read More BR 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 5 Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 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. Read More ML Michael L. Verified reviewer Consumer Goods 51-200 employees Used daily for less than 12 months Reviewed August 2025 Gladly is great! 5 The experience with Gladly as a platform and all of the folks we have worked with there has been great! Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 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. Read More df 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 5 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 5 Ease of use 5 Value for money 5 Customer support 5 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 Read More FE 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 5 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 5 Ease of use 5 Value for money 5 Customer support 5 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. Read More KY Kenjie Y. Cosmetics 501-1000 employees Used daily for less than 2 years Reviewed September 2022 Very useful and convenient 5 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 5 Ease of use 5 Value for money 5 Customer support 5 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. Read More RA 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 4 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 3 Ease of use 4 Value for money 5 Customer support 3 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. Read More HM Heather M. Verified reviewer Consumer Goods 51-200 employees Used daily for less than 2 years Reviewed January 2023 Gladly - the most innovative software. 5 Improving customer experience, easy navigation, and excellent in keeping customers conversation. Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 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. Read More Showing 1 - 10 of 139 Reviews [See All Reviews](https://www.softwareadvice.com/call-center/gladly-profile/reviews/) ## Gladly Popular Comparisons [Salesforce Sales Cloud vs Gladly](https://www.softwareadvice.com/compare/2764-Salesforce/vs/168565-gladly/)[Zendesk Suite vs Gladly](https://www.softwareadvice.com/compare/26892-Zendesk/vs/168565-gladly/)[LiveAgent vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/liveagent/)[LiveChat vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/livechat/)[Freshdesk vs Gladly](https://www.softwareadvice.com/crm/freshdesk-profile/vs/gladly/)[Milvus vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/milvus/)[HelpDesk vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/helpdesk/)[Tidio vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/tidio-chat/)[Intercom vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/intercom/)[Gorgias vs Gladly](https://www.softwareadvice.com/call-center/gladly-profile/vs/gorgias/) [Compare All Alternatives](https://www.softwareadvice.com/call-center/gladly-profile/alternatives/) ## Other Top Recommended Customer Service Software [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/) **4.4** (18796) Recently recommended **91** times [Claritysoft CRM](https://www.softwareadvice.com/crm/claritysoft-profile/) **4.5** (255) Recently recommended **62** times [SAP Customer Experience](https://www.softwareadvice.com/crm/sap-customer-experience-profile/) **4.3** (245) Recently recommended **8** times [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** (4086) Recently recommended **4** times Stuck Between Options? 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