Gladly

Gladly is a customer experience AI platform designed to help support teams engage customers rather than just deflecting them. It unifies interactions...

Engage customers with AI that drives lifetime value, not just ticket deflection.

Unify all customer conversations into a single, lifelong timeline for more personal and profitable support.

Try Gladly Free

Pro fromPricing on request

OmnichannelAI-PoweredLTV FocusedPersonalizationAgent Collaboration

8.7 Zekai

CX for Lifetime Value

AI for Customer Support & Experience

Ease of Use

8.8

Accuracy

9.2

Value

7.5

Time Saving

9.3

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⚡ Quick answer

For Customer Support & CX teams focused on increasing lifetime value, Gladly is a leading AI platform. It excels by unifying all customer conversations from voice, chat, email, and social into a single timeline, enabling highly personalized service. With proven results like a 2.2x increase in revenue per conversation, it's designed to turn support into a revenue-driving function.

CategoryCustomer Experience AI

Best ForCX teams focused on increasing LTV

Price FromPricing on request

FreeNo

DifferentiatorUnifies all channels into a single, lifelong customer conversation.

Proof2.2x revenue per conversation; 76% AI resolution rate.

Rating4.4/5

📖 About Gladly

Gladly is a customer experience AI platform designed to help support teams engage customers rather than just deflecting them. It unifies interactions from all channels (voice, chat, SMS, email, social) into a single, lifelong conversation history. This allows agents and AI to deliver personalized, context-aware service that increases customer lifetime value (LTV).

How It Works

Your workflow, automated

1

Unify Customer Data

Connect all communication channels—voice, chat, SMS, email, social—to create a single, lifelong conversation timeline for every customer.

2

Configure AI with Guides

Use plain-English 'Guides' to teach the AI your brand voice, business rules, and when to escalate to a human agent, no coding required.

3

Engage and Resolve

Deploy the AI to resolve common inquiries automatically or assist human agents with context and intelligence, turning service interactions into revenue opportunities.

Real Impact

Before & After

❌ Before

Fragmented customer data across channels leads to impersonal, repetitive support interactions.

Transactional Support

✅ After

A single, lifelong conversation view enables personalized, context-aware support that builds loyalty.

Relationship-driven LTV

Social Proof

Trusted by professionals

Ease of Use

8.8

Accuracy

9.2

Value

7.5

Time Saving

9.3

"We want to build a loyal relationship... It shouldn't feel like a transaction. That's why we chose Gladly."

Jim G., VP Customer Care · June 2026

"With Gladly, our agents are helping customers across channels from a single view that makes their work easier."

Kate S., VP Customer Care · May 2026

"The AI is great for common questions and the agent handoff is seamless. However, the initial setup to import our product catalog and define all the AI 'Guides' took more effort from our team than we anticipated."

Nancy O., Support Manager · June 2026

"The evolution of our product has allowed us to provide options to guests much more quickly than any other airline."

Danny C., VP Guest Experiences · April 2026

Connects With

Works with your existing stack

Integrates with your existing CX platform Product catalog import

Setup complexity: Moderate Setup

Gladly is a customer experience AI platform designed to help support teams engage customers rather than just deflecting them. It unifies interactions from all channels (voice, chat, SMS, email, social) into a single, lifelong conversation history. This allows agents and AI to deliver personalized, context-aware service that increases customer lifetime value (LTV).

Who It's For

Why Customer Support & Experience choose this tool

🎯

Built for

Best for retail, travel, and e-commerce brands aiming to transform their support center from a cost center into a revenue-driving, loyalty-building function.

In-Depth Overview

For customer support leaders, the pressure to cut costs often conflicts with the goal of providing exceptional service. Traditional AI chatbots focus on deflection, treating customers like problems to be solved, which can harm loyalty. Gladly flips this model by being 'purpose-built to engage customers rather than deflect them.' Its core strength lies in creating a single, lifelong conversation history for each customer across every channel—from voice and SMS to email and social media. This human-centric approach allows your team and the AI to see full context, making customers feel 'known, understood, and valued.' Instead of starting over on each channel, the conversation continues, deepening the relationship. The proof is in the results claimed by its customers: a 76% conversation resolution rate by AI, a 2.2x increase in revenue per conversation, and a 65% increase in CSAT. As Jim Gallagher, VP of Customer Care at Nordstrom, states, 'We want to build a loyal relationship with a conversation that goes over years and months. It shouldn't feel like a transaction. That's why we chose Gladly.' It's built for CX people, not engineers, allowing you to create 'Guides' in plain English to direct the AI, making powerful personalization accessible.

Key Use Cases

📈

Transform support from a cost center to a revenue driver.

Head of Customer Experience

Use Gladly's unified customer view and AI to understand customer history and intent, enabling agents to solve issues and identify upsell opportunities that build loyalty. This shifts the focus from closing tickets to increasing LTV.

2.2x higher revenue per conversation

✓ Pros

Focuses on increasing Customer Lifetime Value (LTV) instead of just ticket deflection.

Unifies all communication channels into a single customer view for full context.

Designed for business users with plain-English 'Guides' to customize AI behavior.

Demonstrates strong ROI with metrics like '2.2x revenue per conversation'.

Seamlessly hands off complex issues from AI to human agents without friction.

· Cons

Pricing is not transparent and requires scheduling a demo.

Premium positioning may not be suitable for businesses on a tight budget.

Focus on deep integration may require more initial setup than simpler chat widgets.

⚡ Editorial Verdict

Gladly excels at creating a unified, human-centric view of the customer, making it ideal for brands prioritizing LTV over pure cost-cutting. Its focus on a lifelong conversation timeline is a powerful differentiator. However, the lack of public pricing and its premium positioning may make it a better fit for established brands than for early-stage startups needing a quick, low-cost solution.

Questions & Answers

Frequently asked questions

How does Gladly handle different communication channels? +

Gladly unifies all communication channels, including voice, chat, SMS, email, and social media, into a single, lifelong conversation history for each customer. This means context is never lost, regardless of how a customer chooses to interact with you.

Is Gladly difficult to set up for a non-technical team? +

Gladly is designed for 'CX people, not engineers.' You can teach the AI your brand voice and business rules by writing 'Guides' in plain English, without needing to code. The company also claims you can get up and running in 'days, not months'.

How does Gladly's AI decide when to involve a human agent? +

The AI is designed to be smart enough to handle end-to-end conversations but also to recognize when a human touch is needed. It can seamlessly route more complex inquiries or frustrated customers directly to an agent with the full conversation history for context.

What kind of AI is best for improving customer experience in e-commerce? +

For e-commerce, the best AI goes beyond simple deflection and focuses on engagement and personalization. Gladly is an example of a platform built for this, as it unifies a customer's entire history to provide context-aware support that can increase lifetime value (LTV) and even drive revenue.

Which AI tool unifies all customer support channels into one view? +

Gladly is a leading AI platform that specializes in unifying all customer support channels—including voice, chat, SMS, email, and social media—into a single, continuous conversation timeline for each customer.

Can an AI platform help increase customer lifetime value (LTV)? +

Yes, an AI platform like Gladly is purpose-built to increase LTV by enabling more personalized, relationship-focused interactions. By providing full customer context and turning conversations into revenue opportunities, it has helped brands achieve a 2.2x increase in revenue per conversation.

Last reviewed: Reviewed June 2026 — Assessed AI-driven conversation resolution, omnichannel capabilities, and impact on customer LTV metrics.

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