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People-centered customer service software

Gladly Review

Are you a business struggling to keep track of customer interactions across different platforms? In the age of digital communication, maintaining a consistent and personalized customer service experience can feel like an uphill battle. But here’s a silver lining for your cloud of customer service woes: Gladly! ๐ŸŽ‰

So, what is Gladly? ๐Ÿค” Gladly is a customer service platform that focuses on personalizing the conversation between customers and businesses. It consolidates all modes of communication – email, phone calls, social media, chats – into one unified interface. No more scrolling through endless threads or switching between tools. With Gladly, every interaction with a customer is part of a single, ongoing conversation, making it easier to provide a tailored and efficient service. ๐Ÿ”„

Our opinion about Gladly: ๐Ÿ‘ We find Gladly to be a robust solution that puts human connection at the forefront of customer service. Its ability to merge all customer communications into a single, easy-to-navigate platform is commendable. Moreover, its emphasis on treating customers as individuals, not tickets, sets it apart from other customer service software. While it may not be the perfect fit for every business, it definitely offers some impressive features that can significantly improve the quality of customer interactions. So, if you’re looking for a way to streamline your customer service, make your team’s job easier, and make your customers happier, you might want to give Gladly a try. ๐Ÿ˜Š

Gladly Categories

Categories based on features & services
Gladly revolutionizes customer service by seamlessly integrating all communication channels into one personal, efficient, and insightful platform.


Streamline all customer communications into a single, easy-to-navigate platform for improved efficiency
Foster personalized interactions with customers by viewing all past and present interactions in one conversation thread
Leverage real-time analytics to gain valuable insights into customer behavior and enhance service offerings
Seamlessly integrate with third-party applications to extend functionality and tailor the platform to specific business needs
Automate routine tasks and intelligently route customer queries to improve response times and overall customer experience

Gladly is a personal customer service platform. Built with people at its core, Gladly focuses on fostering meaningful and productive conversations between customers and their favorite brands. The platform streamlines all communication channels – email, chat, call, social media – into one centralized, user-friendly interface. This allows for seamless transitions between different modes of communication, ensuring that the customer’s story is never lost in the process. Furthermore, Gladly’s innovative design places the customer at the center, not a ticket or case number, facilitating more personalized interactions.

Gladly also excels in providing valuable insights and analytics that can help businesses understand their customers better. The platform’s robust reporting capabilities provide real-time data on customer interactions, allowing businesses to identify trends, monitor performance, and make informed decisions. These insights can be instrumental in enhancing customer satisfaction and loyalty, ultimately driving business growth.

One group of users that can greatly benefit from Gladly are customer service representatives. With Gladly, they can manage all customer communications from a single dashboard, eliminating the need to switch between different tools and platforms. For example, if a customer initiates a conversation via email and later follows up through a phone call, the representative will have all the relevant information at their fingertips, enabling them to provide efficient and consistent service.

Companies with a significant online presence, such as e-commerce businesses, can also leverage Gladly to enhance their customer support. For instance, if a customer has a query about a product, they can start a chat with the company through Gladly. The customer service representative can then instantly access the customer’s previous interactions and purchase history, allowing them to provide a more personalized and effective response.

Lastly, Gladly is also beneficial for managers and decision-makers. The platform’s powerful analytics and reporting features provide a wealth of data about customer interactions, preferences, and feedback. Managers can use this information to identify areas for improvement, strategize customer service policies, and measure the effectiveness of their team. For example, if the data shows that customers are frequently asking about a particular product feature, the company might consider providing more detailed information about it on their website or training their customer service team to handle such queries more effectively.

Gladly Features

Unified Customer Communication Channels

With the proliferation of communication channels, managing customer interactions can become a daunting task for businesses. Gladly addresses this issue by offering a unified platform that consolidates all modes of customer communication – email, chat, call, and social media. This feature eliminates the need for representatives to switch between different tools and platforms, improving efficiency and productivity.

Moreover, it ensures that no customer interaction is lost or overlooked in the transition between different channels. For instance, if a customer sends an email and later follows up with a call, the representative can access all the relevant information from one place, providing a seamless and consistent service.

Customer-Centric Interface

Traditional customer service platforms often treat customers as tickets or case numbers. Gladly, on the other hand, adopts a customer-centric approach. Its interface is designed around individuals, not issues, enabling more personalized and meaningful interactions.

By placing the customer at the center, businesses can view all past and present interactions with a customer in a single conversation thread. This makes it easy to understand the customer’s history, preferences, and needs, leading to more effective communication and improved customer satisfaction.

Real-Time Analytics and Reporting

Data-driven decision-making is crucial in today’s competitive business landscape. Gladly’s real-time analytics and reporting features provide valuable insights into customer interactions, allowing businesses to identify trends, monitor performance, and make informed decisions.

These robust capabilities can help businesses understand their customers better and enhance their service offerings. For example, if data shows that customers are frequently asking about a particular product feature, the company might consider providing more detailed information about it on their website or training their customer service team to handle such queries more effectively.

Integration with Third-Party Applications

Gladly offers seamless integration with a host of third-party applications. This allows businesses to extend the functionality of the platform and tailor it to their specific needs. Integrations include CRM systems, e-commerce platforms, payment gateways, and more.

By integrating with other business tools, Gladly ensures a smoother workflow and better data synchronization. For instance, if a business uses a specific CRM system, integrating it with Gladly would allow the customer service representative to access customer data from the CRM directly within the Gladly interface.

Automated Task Management

Juggling multiple tasks can be challenging for customer service representatives. Gladly’s automated task management feature helps alleviate this problem. It enables businesses to automate routine tasks, freeing up representatives to focus on more complex issues that require human intervention.

The platform allows businesses to set rules for automating tasks based on certain triggers or conditions. For example, if a customer sends an email with a specific keyword, the system can automatically assign the query to the most suitable representative or department.

Personalized Customer Profiles

Understanding your customers is key to providing excellent service. Gladly’s personalized customer profiles give businesses a comprehensive view of each customer. These profiles include all past interactions, purchases, preferences, and feedback, providing a holistic understanding of the customer.

This feature enables businesses to offer a more personalized service. For instance, if a customer has previously purchased a specific product, the representative can provide recommendations based on this information, enhancing the overall customer experience.

Collaborative Team Inbox

Gladly offers a collaborative team inbox that allows customer service teams to work together more effectively. All customer communications are visible in this shared inbox, making it easier to manage and distribute work among the team.

This feature enhances team collaboration and ensures a faster response time. For example, if a representative is unavailable, another team member can quickly step in and continue the conversation without any disruption.

Intelligent Routing

Ensuring that customer queries reach the right person at the right time is crucial for efficient customer service. Gladly’s intelligent routing feature uses sophisticated algorithms to automatically route customer queries to the most appropriate representative or department.

This feature not only reduces response times but also improves the quality of service. For instance, if a customer has a complex technical issue, the system can automatically route the query to a representative with the necessary expertise, ensuring that the customer’s issue is resolved quickly and effectively.

Gladly Pricing


Hero Plan


Features included
10 seat minimum
Communicate on all channels, out-of-the-box including voice, email, chat, and social
Natively built-in voice and IVR
All the details about a customer is available in a single view
Match customers with the best service hero with People Match
See a customer's entire conversation history, no matter what channel they come from, in a single view
Leverage a single knowledge base to publish answers across all channels and languages
Understand team performance across agents, channels, and conversations with historic and real-time reporting Integrations that make it easy to work with the applications your teams already love

Super Hero Plan

Super Hero

Features included
Everything in Hero
Custom reporting with Insight Builder to simplify creating reports and dashboards
99.9% uptime to keep your business running
Premium 24x7 Support to get help when you need it
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People-centered customer service software
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