Gladly

Gladly is a people-centered customer service platform that fundamentally rethinks how businesses interact with their customers by organizing support around people rather than tickets or cases. The platform provides a single, continuous conversation thread for each customer that spans all channels and interactions over time, enabling agents to see every past email, chat, phone call, SMS, and social media message in one unified view. This approach eliminates the need for customers to repeat their information or explain their history when contacting support through different channels. Gladly's channel-agnostic design allows agents to seamlessly switch between voice, email, chat, SMS, social media, and self-service without losing context, creating a truly omnichannel experience. The platform's People Match feature uses AI to route customers to the agent best suited to help them based on skills, language, customer history, and relationship, enabling businesses to deliver personalized service at scale. Gladly includes a comprehensive knowledge base and self-service portal where customers can find answers independently, with AI-powered answers that provide instant responses from your knowledge content. The platform's task management system helps agents track follow-ups and to-dos, while the Liveboards feature provides real-time operational dashboards showing queue status, wait times, and team performance. Gladly offers workforce management capabilities for forecasting, scheduling, and optimizing agent staffing levels. The platform integrates with leading e-commerce, CRM, and business intelligence tools including Shopify, Salesforce, Magento, and Looker. Gladly is particularly popular among direct-to-consumer brands and retail companies that prioritize customer loyalty and personalized service experiences.