Rating
4.8
139 reviews
Categories
12
Founded
2014
Employees
220
Funding
193M
Venture (Round not Specified)
Gladly helps midsize and enterprise support teams manage high-volume, multi-channel customer interactions with a unified conversation timeline. It’s most used in consumer services and retail. Reviewers highlight its call logging and real-time chat as standout features, while mobile access and reporting remain common drawbacks. Recent updates such as Sidekick apps and voice quality alerts show a clear push toward automation and service consistency.
Ad spend / mo
$4K
26 paid keywords
Paid visits / mo
400
Organic keywords
3,924
Organic visits / mo
3,987
Authority
37
3,607 ref domains
Creatives run
59
as Gladly, Inc.
Active now
10
last 14 days
Advertising since
Feb 2025
1+ yr running
Last seen
today
still active
Running 24 ads on LinkedIn as Gladly - a paid B2B channel, on top of any Google/Capterra spend. Includes video creative.
The shared messaging across Contact Center & Helpdesk Software advertisers - the validated angles to copy. See the niche →
(139 reviews)
Great! Its interface is very userfriendly, and oraganized. I would totally recommend t o take interactions.
Pros: It is a very use full tool to handle call, emails, and SMS, to bring the best help for our customers.
Cons: it should have more editing options for text on emails. but that is all is missing it is very complete.
Manuel A. · customer service rep · Retail · April 2, 2026
Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality.
Pros: One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition.
Cons: The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making.
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| Complaint Management | 2 | 2 | - |
| Conversational AI Platform | 2 | 3 |
Domain confidence 98%
| Keyword they bid on |
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One Customer, One Conversation
Rated 4.7/5 by CX Pros — Unified voice, chat, email, SMS, and social. AI-powered. Agent-loved. Get a free demo. Go live in weeks, not months. 87% higher resolution rates. 29% lower costs. See results. GCL 2026 · Atlanta.
https://www.gladly.ai › best › cs-software
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Better than Gorgias — Looking for Gorgias competitors? Try a demo of Gladly, the #1 CX software. See why brands are switching to Gladly from Gorgias. Voice and SMS Included. Integrate or Replace.
https://www.gladly.ai › gorgias › alternative
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Gladly Customer Service Tool
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57% of customers expect a clear path to a human within five exchanges. 54% abandon entirely after 10 minutes. Customers…
88% of customers say their issue was resolved by AI. Only 22% say it made them prefer the brand. That gap — between res…
40% of customers who can't reach a human will abandon or switch brands. 47% say they won't come back if it happens again…
Stephanie K. · Senior Director of Customer Service · Consumer Goods · February 17, 2026
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.
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.
Vishvesh P. · Marketing Executive · Hospital & Health Care · December 25, 2025
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.
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.
Josie M. · Custom Diet Plan Trainer · Health, Wellness and Fitness · November 2, 2025
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.
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.
Benjamin D. · Sr. Director of Customer Experience · Consumer Goods · November 2, 2025
Our experience was good, but there are other platforms in the industry that can provide the same experience and more.
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.
Joseph G. · Customer Experience Manager · Retail · October 13, 2025
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.
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.
Kelly V. · Director of CX · Consumer Services · October 8, 2025
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.
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.
Jennifer R. · Director of Ecommerce · Apparel & Fashion · October 8, 2025
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.
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.
Ashley D. · Customer Experience Manager · Apparel & Fashion · October 8, 2025
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)
Brian R. · Vice President, Customer Support · Biotechnology · October 8, 2025
$92
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.
Ryan M. · Customer Experience Manager · Consumer Goods · August 27, 2025
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
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: $93
JR V. · Customer Success Associate · Retail · August 25, 2025
The experience with Gladly as a platform and all of the folks we have worked with there has been great!
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.
Michael L. · Team Lead · Consumer Goods · August 25, 2025
The information is abundant and easily accessed.
Pros: When a new request comes in, you can combine the customer's profile if it is already there. There is no need to have two profiles.
Cons: When entering notes, you cannot see them if you switch to another method such as text or email.
Tr T. · Advanced Customer Care · Consumer Goods · March 4, 2025
It was a highly positive experience with more personalised communication between my teammates and the clients.
Pros: This enables my team to have a more efficient review of the communication with the customers, which helps to provide tailored and targeted discussion methods.
Cons: It can be overwhelming because it has too many features. It would be helpful if the UI were more customizable for this purpose.
Haocheng L. · Research Team Lead · Telecommunications · October 3, 2024
Pros: Really helped to have all customer data in one place
Cons: Routing calls to other places with it coming back to gladly.
Ayishatu N. · Engagement Manager · Health, Wellness and Fitness · September 28, 2024
Its very convenient and friendly user for using a human connection to the customer
Pros: As a customer service it easy to use a gladly to using communications for the customer
Cons: You can use a knowledge base or "mini book" of the gladly so you can copy the right resolution instead to typing to it
Jenelyn P. · Customer Service representative · Consumer Services · May 7, 2024
Very happy with the app. hope it can improve even more but it really made things easier.
Pros: I am able to see call logs, emails, and notes in the same place, and make a good follow up to the current state of the request.
Cons: Sometimes it crashes, and also I wish it would be more integrated with the Companies systems.
Erlan Gino V. · Install representative · Automotive · December 2, 2023
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
Rachel L. · Customer Experience Advisor · Consumer Services · November 27, 2023
Gladly has become my daily tool to accomplish my duties through ticket organization, chat interaction and phone call reach.
Pros: User friendly, and awesome organizer tool.
Cons: Gladly is a great tool to support interactions through chat and phone. Maybe it could improve the way it shows history activity.
Jonathan J. · Customer Advocate · Consumer Services · September 22, 2023
Because of Gladly, I am able to give excellent support to my clients. Since it stores crucial data about each client in an easily accessible profile, it allows me to give superior service without wasting time.
Pros: The fact that the Gladly platform works so well with my other programs makes it my favorite. It's a must in my office because of how well it coordinates many activities and how intuitive the UI is. The time-saving features are second to none; being able to switch between projects on the fly has saved me and my coworkers many hours that we would have otherwise spent paging through notes or switching between internet tabs. In my opinion, this is one of Gladly's most useful features that we can't live without.
Cons: While I have few legitimate gripes, I would suggest adding some lighthearted touches to the design of the website in order to keep myself and my coworkers cheerful when dealing with irate customers. In addition, having a distinct layout will keep certain employees from getting bored during sluggish periods.
Saskia M. · Senior Director Sales Marketing · Restaurants · August 28, 2023
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.
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.
Floranch E. · CSR · Consumer Services · May 30, 2023
I use it every day, to answer to the customer and I give my best to help them and gadly helps me to do that so easy.
Pros: It's great that the call is always recorded and that we can stop the recording when we need it. It helps us to keep track of every call very easy. Not only that, but it has the option to listen other call to monitoring in case is needed. Very helpful.
Cons: All of gladly is great and very helpful! Don't dislike anything.
heidy a. · Customer service · Furniture · March 7, 2023
It has been a really good experience
Pros: This product is really great as it is our main connection with our customers and helps us reach back to them too.
Cons: There is only one thing I dislike about it and that is the ring tone when ever you get a phone call
Jorge E. · Customer service · Consumer Services · March 5, 2023
Gladly assists commerce brands, including our company, in transforming customer service in order to increase loyalty by providing excellent customer service experiences through the platform.
Pros: What I like most about Gladly is it has a single, lifelong conversation across all channels. The user can view the customer's entire conversation history, regardless of channel, in a single view. This gives customers more context, less repetition, faster responses, and a more personal touch.
Cons: Although the user may experience errors when exporting data, Gladly significantly improves the platform's reporting capabilities, making it an even more powerful tool to everyone.
Lester Mark D. · CS Representative · Outsourcing/Offshoring · February 8, 2023
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| Customer Support | 2 | 3 | Shortlist |
| IVR | 2 | 4 | - |
| Customer Communications Management | 2 | 20 | Shortlist |
| Call Center | 2 | 24 | - |
| VoIP | 2 | 26 | - |
| Contact Center | 2 | 27 | - |
| Live Chat | 2 | 31 | - |
| Help Desk | 2 | 32 | - |
| Customer Service | 2 | 36 | - |
| Customer Experience | 3 | 1 | - |