The only CX platform powered by Customer AI

Gladly helps you do more with less. AI-driven automation meets deep customer understanding in a CX platform built to deliver experiences that are both radically efficient and radically personal.

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Where knowing people

meets getting things done

Powered by Customer AI, Gladly delivers radically efficient and radically personal experiences—seamless, brand-aligned conversations that build loyalty and lower costs without compromise.

Gladly Sidekick

AI that engages with speed and authenticity—resolving questions, driving sales, and assisting support heroes when needed.

Gladly Hero

Give your team the full picture with customer profiles, conversation history, and AI-powered tools that make every conversation faster and more personal.

Guides and Journeys

Define how AI behaves in plain language, measure its impact, and get AI-driven recommendations to make every experience better.

Additional platform features

Sidekick for Hero

Boost support hero efficiency with AI-powered response authoring, translation, and seamless handoffs.

Customer profile

A full view of every customer—history, orders, and preferences.

Conversation timeline

One continuous conversation across all channels. No repeats, no tickets, just seamless customer connection.

Answers

Centralized, editable content that powers Sidekick, support heroes, and self-service alike.

App platform

Connect systems of record to power Gladly with real-time data from across your business.

Insights

Real-time visibility into team performance, customer trends, and opportunities to improve.

CSAT

Capture customer satisfaction in real time to measure quality and improve every experience.

Workforce management (WFM)

Forecast demand, schedule teams, and manage staffing—without leaving your CX platform.

Payments

Let customers complete purchases securely within chat—no redirects, no disruption, just conversion.

Fluent in every channel

Customers don't think in channels—they just expect to be known. Gladly keeps the conversation going across voice, chat, SMS, and more, so every message feels like part of one relationship.

A single, lifelong conversation

Every channel, every team, every moment, and one conversation that never resets.

A chat between Jess and Sidekick on a purple background. Jess confirms an order placement, and Sidekick ensures understanding. Tone is clear and supportive.

Built for real relationships

Conversations build on context, not start from scratch, so customers feel known, not processed.

A woman wearing a patterned blouse and headset smiles while working at a computer in a lively office environment, conveying a cheerful, professional tone.

AI and people in sync

Sidekick and support heroes share the same view—so handoffs are seamless and responses stay on brand.

Notification message on a green background. It reads: "Hero Handoff: Taylor, Ana wants a custom fitting appointment. Will you assist with scheduling her in?" A purple cursor points to the text, indicating interaction.

One conversation. Every channel.

Voice

Seamlessly integrated conversations that feel personal the moment they pick up.

SMS

Text-based conversations that feel fast, familiar,  and fully connected.

Message threads that remember what came before—no matter how long it's been.

Chat

Instant, on-site help that keeps the full customer story in view.

In-app messaging

In-the-moment support, right inside your product experience.

Global messaging with the context and tone of a trusted brand relationship.

Facebook Messenger

Ongoing conversations that move fluidly from DMs to deeper connections.

Instagram DMs

Elevated experiences that feel as curated as your feed.

Custom channels

Connect in channels unique to your business—without losing continuity or context.

Why world-class brands choose Gladly

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

Kate Showalter

Vice President, Customer Care, Crate & Barrel

"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."

Jim Gallagher

VP Customer Care, Nordstrom

Four stylish wristwatches with different designs and straps are arranged against a pink polka-dot background with shopping bags, conveying fashion elegance.

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

Danny Cox

Vice President of Guest Experiences, Breeze Airways

"Our AI kicks in and starts answering common, repetitive questions. If something goes wrong or it's a more complex inquiry, the AI routes the customer straight to an agent. It's a seamless transition. Our customers don't even realize they're talking to AI."

Nancy Orgill

Customer Support Manager, Kuhl