Gladly review

Gladly is aimed at large retail brands that want customer service and selling to share one system. Instead of tickets, each customer has a single lifelong conversation and a profile with purchase history and preferences, so an agent or the AI sees every past chat, email, text and call. Gladly AI answers on chat, email, SMS and voice, can process a refund or cancel an order in the thread, and hands off with full context when a person is needed. On the commerce side, shoppers can get product picks based on past orders and pay with a secure card form inside the chat, with revenue reported by team and agent. Routing, QA, workforce management and reporting are in the same workspace, and it can run alongside an existing Zendesk or Salesforce help desk. Gladly does not publish pricing, and its scope is more than a small online store needs. For a brand with a sizable contact center, it is a serious option.

Who it is for

Large retail and DTC brands that want AI and human agents to sell and serve from one customer profile.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• One lifelong conversation and profile per customer with purchase history
• Gladly AI on chat, email, SMS and voice, including refunds and order cancellation in chat
• Secure card payments inside the chat conversation
• Routing, QA, workforce management and reporting in one workspace
• 100+ integrations, and can run alongside Zendesk or Salesforce

Strengths and weaknesses

• Strength: Retail-trained AI that the vendor says learned from 450 million retail conversations
• Strength: Sales and service happen in the same chat thread
• Strength: Voice AI handles calls and can text a confirmation afterward
• Weakness: No public pricing; you need a demo for a quote
• Weakness: Built for larger brands rather than small shops
• Weakness: More platform than a small team needs to answer order emails

Key facts

• Channels: Chat, email, SMS and voice
• Integrations: 100+
• Payments: Card entry inside chat, PCI DSS Level 2
• Pricing: Not published, demo required

Where it ranks

Gladly is No. 9 in our Best Help Desk Software for Ecommerce verdict.