Gladly
The Personal Customer Service Platform
Overview
Gladly is a customer service platform that takes a person-centric approach to support. Instead of creating a new ticket for every interaction, Gladly organizes all conversations—regardless of the channel—into a single, lifelong timeline for each customer. This gives agents full context of past interactions, enabling more personal and efficient service.
✨ Key Features
- Customer-centric conversation timeline
- All channels built-in (Voice, IVR, Email, SMS, Chat, Social)
- Collaborative task management
- Proactive conversations
- Real-time reporting
- Self-service (Help Center, Sidekick Chatbot)
🎯 Key Differentiators
- Radically customer-centric model (no tickets or cases).
- Lifelong conversation timeline across all channels.
- Natively built-in voice and IVR capabilities.
Unique Value: Empower your agents to have radically personal conversations by viewing every customer interaction across any channel in a single, lifelong timeline.
🎯 Use Cases (4)
✅ Best For
- Viewing a customer's entire cross-channel conversation history in one place to provide context-aware support.
- Seamlessly switching between channels (e.g., from a chat to a phone call) within the same conversation.
- Assigning tasks related to a customer to other team members or departments.
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Companies that prefer a traditional, ticket-based workflow.
- Small businesses looking for a simple, low-cost live chat or email tool.
🏆 Alternatives
Unlike ticket-based systems that create fragmented interactions, Gladly centers everything on the customer, providing a truly unified and personal support experience.
💻 Platforms
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Live Chat
- ✓ Phone Support
- ✓ Dedicated Support (Varies by plan tier)
🔒 Compliance & Security
💰 Pricing
Free tier: N/A
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