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Gladly

Cloud-based customer service platform

Table of Contents

Is this product right for your business?

Find out with a

Gladly - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

Last updated: August 2026

Gladly overview

What is 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.

Starting price

Alternatives

with better value for money

Pros & Cons

Customer Conversations

Email and Chat

Customer Support

Reporting

Gladly’s user interface

Ease of use rating:

4.8

(139)

Gladly reviews

Overall rating

4.8

139

Positive reviews

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend0.91/10

Rating distribution

115

Pros

“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.”

Ashley D.

Customer Experience Manager

“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.”

Stephanie K.

Senior Director of Customer Service

“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.”

Stephanie K.

Senior Director of Customer Service

Cons

“Being able to assign answer audiences at an agent level when logged into admin, or a group level When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not.”

JR V.

Customer Success Associate

“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

“For instance, the Task Export report does not provide a straightforward way to filter the data.”

Kelly V.

Director of CX

Who uses Gladly?

Based on 139 verified user reviews.

Company size

Small Businesses

Midsize Businesses

Enterprises

Top industries

Retail

Consumer Goods

Consumer Services

Apparel & Fashion

Others

Use cases

Customer Support

Customer Service

Customer Experience

Live Chat

Contact Center

Gladly's key features

Most critical features, based on insights from Gladly users:

Call center management

4.8

(44)

Alerts/Escalation

4.8

(24)

Queue management

4.5

(28)

Surveys & feedback

4.3

(16)

Automated routing

4.8

(4)

Knowledge base management

4.8

(8)

All Gladly features

Features rating:

4.8

(139)

Activity tracking

(0)

Agent interface

(0)

AI copilot

(0)

AI/Machine learning

5.0

(1)

Alerts/Escalation

4.8

(24)

API

5.0

(2)

Automated responses

(0)

Automated routing

4.8

(4)

Automatic call distribution

4.9

(40)

Autoresponders

4.5

(2)

Batch communications

5.0

(1)

Blended call center

(0)

Call center management

4.8

(44)

Call conferencing

(0)

Call logging

4.9

(54)

Call monitoring

4.9

(41)

Call recording

4.8

(62)

Call routing

4.8

(27)

Call scripting

4.5

(4)

Campaign management

4.5

(4)

Canned responses

4.0

(2)

Case management

(0)

Chatbot

4.7

(3)

Chat/Messaging

4.8

(16)

Computer telephony integration

4.8

(32)

Content management

(0)

Customer communication

5.0

(3)

Customer complaint tracking

(0)

Customer database

4.9

(23)

Customer support

(0)

Customizable branding

4.8

(4)

Dashboard

4.7

(12)

Document storage

(0)

Email management

4.7

(21)

Feedback management

5.0

(2)

File sharing

4.8

(12)

Forms management

5.0

(1)

Help desk management

(0)

Inbound call center

(0)

Inbox management

4.7

(3)

Interaction tracking

5.0

(2)

Interactive content

(0)

Issue management

5.0

(1)

Issue tracking

5.0

(3)

IVR

4.7

(6)

Knowledge base management

4.8

(8)

Knowledge management

4.6

(9)

Live chat

4.8

(33)

Macros/Templated responses

(0)

Manual dialer

4.8

(6)

Mobile access

4.3

(31)

Multi-Channel communication

4.8

(30)

Multi-Channel data collection

4.8

(5)

Multi-Channel management

(0)

Natural language processing

5.0

(1)

Negative feedback management

4.0

(7)

On-Demand communications

(0)

Online voice transmission

(0)

Outbound call center

(0)

Performance metrics

4.4

(8)

Personalization

5.0

(1)

Predictive analytics

4.3

(6)

Predictive dialer

5.0

(2)

Proactive chat

4.5

(6)

Progressive dialer

4.0

(2)

Quality assurance

(0)

Queue management

4.5

(28)

Real-Time chat

4.6

(5)

Real-time consumer-facing chat

4.9

(47)

Reporting/Analytics

4.7

(35)

Routing

(0)

Self service portal

4.3

(8)

Sentiment analysis

4.6

(5)

Service level agreement (sla) management

4.8

(4)

SMS messaging

(0)

Social media integration

4.6

(5)

Social media monitoring

(0)

Support ticket management

4.9

(39)

Survey/Poll management

4.3

(7)

Surveys & feedback

4.3

(16)

Template management

(0)

Text analysis

5.0

(3)

Third-Party integrations

4.6

(5)

Ticket management

(0)

Transcripts/Chat history

4.6

(29)

Transfers/Routing

4.8

(4)

Voice mail

5.0

(4)

Workflow management

4.9

(10)

Gladly alternatives

Gladly

4.8

(139)

Starting from

No pricing info

Free trial

Free version

Ease of Use

4.9

Features

4.8

Value for Money

4.8

Customer Support

4.8

LiveAgent

4.7

(1.7K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.6

Value for Money

4.6

Customer Support

4.7

Freshdesk

4.5

(3.4K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.5

Features

4.3

Value for Money

4.4

Customer Support

4.5

HelpDesk

4.6

(183)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.7

Features

4.4

Value for Money

4.4

Customer Support

4.5

Gladly integrations (34)

Integrations rated by users

We looked at 139 user reviews to identify which products are mentioned as Gladly integrations and how users feel about them.

Shopify

Integration rating: 5.0 (9)

“Shopify is important because it helps connect store and revenue context with marketing activity. It is more useful to review advertising performance when conversion and revenue signals can be considered alongside campaign data.”

Garry L.

Analytics Director