About Gladly

Gladly is a cloud-based customer service platform offered by San Francisco based, Gladly Software, Inc. Our cloud-based solution is used by various B2C companies across multiple industries including eCommerce, retail, hospitality, travel, insurance, and financial services. Gladly centralizes all the interactions between an organization and its customers and helps businesses to reduce dependence on a single agent to answer any client queries.

Gladly helps businesses recognize customers by integrating client conversations that take place across various channels such as email, SMS, voice, social media, and chat. Access to the entire conversation history enables any customer service agent to resume interactions with a client from the same point where a conversation was previously ended with another agent.

Our robust routing and queuing features help to transfer clients to the right customer service agent, who can collaborate with other colleagues to resolve customer queries in minimal time. The solution allows multiple agents to work in parallel to pick different tasks, resolve problems, and answer calls. The software also helps to track operating metrics such as email response times, call times, hold times, and topics of conversation. The tool has a user-friendly interface that helps in quick training of the agents. Gladly is backed by venture capital firms NEA and Greylock.

Pricing starting from:


  • Free Trial
  • Free Version

Key benefits of Gladly

• Gladly improves the efficiency and productivity of customer service agents by letting them view entire customer conversations across multiple channels including email, voice, chat, tweet or text while attending calls.

• The solution lets agents use customer names to view detailed records of communication and does not track customer interactions by generating a case number for each conversation.

• Gladly uses key metrics such as service level agreements and response times to generate real-time insights and provide visibility on agent productivity.

• The software offers an easy-to-use interface that allows agents to collaborate with colleagues to solve customer problems.

• Gladly’s contact center uses conversation data to recognize customers quickly and route them to the right agent.


Business size



Canada, United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Pricing starting from:


  • Free Trial
  • Free Version


View 5 more
Gladly screenshot: Gladly screenshot: Gladly screenshot: Gladly screenshot:


Total features of Gladly: 89

  • API
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat Transcript
  • Chat/Messaging
  • Complaint Management
  • Computer Telephony Integration
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Profiles
  • Customizable Branding
  • Dashboard
  • Document Storage
  • Email Distribution
  • Email Management
  • Feedback Management
  • File Sharing
  • Forms Management
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Communications
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Predictive Dialer
  • Proactive Chat
  • Problem Management
  • Productivity Analysis
  • Progressive Dialer
  • Quality Assurance
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • Routing
  • SMS Messaging
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Template Management
  • Text Analysis
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management



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Overall rating

5 /5
Value for Money
Ease of Use
Customer Support

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Showing 1 review
Drew C.
Overall rating
  • Industry: Retail
  • Company size: 10 000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Gladly - You'll be glad you did!

Reviewed on 2020/06/28

Gladly is a phenomenal company to partner with. Their software is a leader in this space and the...

Gladly is a phenomenal company to partner with. Their software is a leader in this space and the team supporting it truly partners with their customers for success. From the sales process, to implementation and even post install support I have always felt like I was the most important customer to Gladly. My guess is all of their customers feel the same way I do!


Gladly is an easy to use, all in one software that allowed us to eliminate multiple, fragmented products we used previously to support our customers. Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.


No real cons to report as anything I felt would make my teams experience better on Gladly they implemented shortly after I recommended it.

Gladly FAQs

Below are some frequently asked questions for Gladly.

Gladly offers the following pricing plans:

  • Starting from: US$38,00
  • Pricing model: Free
  • Free Trial: Not Available

Contact Gladly for pricing details.

We do not have any information about Gladly features

Gladly has the following typical customers:

11-50, 51-200, 201-500, 501-1 000, 1 001+

Gladly supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Gladly supports the following devices:

Gladly integrates with the following applications:

Magento Commerce, Shopify

Gladly offers the following support options:

Email/Help Desk, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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