Gladly

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Last updated: September 16, 2025

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What is Gladly?

Gladly is an AI-powered, ticket-free customer service platform for ecommerce and B2C brands that unifies Customer AI, lifelong omnichannel conversations, and deep business integrations to deliver fast, on-brand resolutions at scale. With Gladly Sidekick, pre-trained industry models, automated actions (like refunds and returns), and seamless AI–human collaboration, teams provide radically personal support that builds loyalty and drives revenue while improving agent efficiency and insights.

Category

Customer Support

Gladly's Top Features

Gladly Sidekick conversational AI agent

Pre-trained, industry-specific AI models and intent detection

Ticket-free, people-centered conversation model

Lifelong customer conversation timeline across channels

Automated actions: refunds, returns, cancellations, shipments

AI–human collaboration with seamless handoffs

App Platform integrations with systems of record

Omnichannel support: chat, voice, social, and more

AI-powered Q&A from knowledge base content

AI response authoring and real-time translation for agents

Intelligent routing and prioritization

Workforce management for forecasting and scheduling

Secure in-chat payments

Brand-aligned tone and policy controls

Real-time insights and reporting for CX leadership

Frequently asked questions about Gladly

Gladly's pricing

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    Use Cases

    Ecommerce retailers

    Automate returns, exchanges, and refunds while keeping conversations on-brand across chat, email, and voice.

    Direct-to-consumer brands

    Provide personalized post‑purchase support and proactive order updates to increase loyalty and repeat sales.

    Subscription businesses

    Handle plan changes, cancellations, and retention offers with AI-led workflows and seamless handoffs to agents.

    High-volume seasonal teams

    Forecast demand and staff efficiently with workforce management while Sidekick resolves common spikes automatically.

    Luxury and premium brands

    Maintain brand voice and white-glove service through AI-authored, on-brand responses and lifelong conversation history.

    Marketplaces

    Resolve multi-party issues (buyer/seller) by integrating systems of record and automating routine actions.

    Global support teams

    Use AI translation and omnichannel continuity to serve customers consistently across regions and languages.

    Fast-growing startups

    Scale support quickly with ticket-free workflows, automated actions, and integrations without adding headcount.

    BPOs and contact centers

    Boost agent productivity with context-rich timelines, AI drafting, and intelligent routing to reduce AHT.

    Omnichannel commerce brands

    Unify social, chat, email, and phone into one continuous conversation so customers never repeat themselves.

    Explore Top AI Use Cases