Gladly
Help desk software
Live chat software
Customer self-service software
Social customer service software
Contact center software
Conversational support software
Customer service automation software
Digital customer service platforms
Agentic AI software
AI agents
AI customer support agents software
Call & contact center software
FAQ management software
Messenger software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is Gladly
Gladly is a customer service platform that unifies digital messaging and voice interactions into a single agent workspace organized around the customer rather than individual tickets. It is used by support and contact center teams to manage conversations across channels such as email, chat, SMS, social messaging, and phone. The product emphasizes continuous conversation history, agent productivity tools, and integrations with commerce/CRM systems to provide context during support interactions.
Customer-centric conversation timeline
Gladly structures work around a persistent customer profile and conversation history instead of separate tickets. This can reduce context switching when a customer contacts support across multiple channels. Agents can see prior interactions and related customer details in one place, which supports continuity for repeat contacts. This approach differs from many ticket-first help desk tools that prioritize case objects over ongoing relationships.
Omnichannel plus voice in one UI
The platform supports handling digital channels and telephony within a unified agent desktop. This helps standardize workflows and reporting across chat, email, SMS, and calls. Teams can route and manage interactions without moving between separate systems for messaging and phone. It fits organizations that want a single operational layer for contact center and digital support.
Integrations for customer context
Gladly provides integrations and APIs intended to connect with systems that hold customer and order data. This allows agents to access relevant context (for example, customer identity and transaction history) during live interactions. Centralizing context can shorten handle time and reduce back-and-forth with customers. Integration capabilities are important for teams that operate alongside CRM and commerce platforms rather than replacing them.
Not a full CRM suite
Gladly focuses on service operations rather than end-to-end CRM functions such as sales pipeline management, marketing automation, or PSA-style project billing. Organizations looking for an all-in-one suite may still need additional systems for sales and marketing workflows. This can increase integration and administration requirements. Buyers comparing suite-style platforms should validate scope alignment.
Implementation depends on integrations
Realizing the customer-centric model often requires connecting identity, order, and account data from external systems. Data mapping, authentication, and ongoing integration maintenance can add effort, especially in complex environments. If upstream data quality is inconsistent, agent context can be incomplete or misleading. Teams should plan for integration ownership and governance.
Advanced automation varies by plan
Capabilities for automation and AI-assisted workflows typically depend on configuration, available features in the purchased edition, and operational readiness. Some organizations may need additional tooling or professional services to reach desired self-service and agent-assist outcomes. Governance for knowledge content and automation rules is required to avoid inconsistent responses. Buyers should confirm specific AI/automation features, limits, and compliance controls during evaluation.
Plan & Pricing
Pricing model: Quote-based subscription (contact Gladly Sales) with usage-based add‑ons and per-license fees. Free tier/trial: See notes below (no clear permanent free tier; trial availability unclear).
Example costs and published usage fees (from Gladly official docs):
- Insight Builder (Analyst user license): $240 per Analyst user / month. (Insight Builder is an add‑on billed per Analyst license.)
- Sidekick (AI) billing unit: Assisted Conversations is the unit of measurement for Sidekick billing (Sidekick is an add‑on). Sidekick Voice add‑on: $0.06216 per minute (in addition to telephony rates) when Sidekick Voice participates. Sidekick Assisted Conversations are billable (definition in Sidekick docs).
- Telephony (US estimates): Local incoming per-minute $0.01860; Toll-free incoming per-minute $0.02794; Outgoing per-minute $0.02296. SMS (US estimates): SMS In/Out $0.00273 (local) and $0.00637 (toll-free). (Gladly labels these as estimates; actual rates vary by country and number type.)
- Phone/telephony related fees: One-time campaign registration fee $15; ongoing monthly campaign registration fee $10 (for SMS brand/campaign registration). Purchase/configure phone numbers is charged per number.
- API/mobile lookup: USA carrier lookup – API $0.001342 per lookup; International lookup $0.004697 per lookup.
- Payments over chat: $0.25 per successful payment over chat.
Notes & billing behavior (official):
- Gladly issues Subscription invoices, Monthly Telephony invoices, Quarterly True‑Up invoices; billing may include True‑Up charges if license counts are exceeded (see Invoice & Billing Overview).
- Many platform features (Sidekick, Voice, Insight Builder, telephony, SMS, lookups) are add‑ons or usage‑billed; core product subscription pricing is not published on the website and is handled via sales/quote.
(Information derived only from Gladly's official site: product homepage, Help/Implementation/Billing/Sidekick docs.)
Seller details
Gladly Software, Inc.
San Francisco, CA, USA
2014
Private
https://www.gladly.com/
https://x.com/gladly
https://www.linkedin.com/company/gladly/
