In 2015, our founder moved to a new home and spent a few hours shopping for home goods online. When he hit a snag and had to call the service center, the rep he reached apologized that he couldn't see Joseph's cart or process payment because he wasn't set up on digital channels. In that single interaction, brand loyalty was broken.

Joseph wondered why the agent wasn't enabled to help. He quickly discovered the culprit—legacy ticket-based systems that inhibit agents from knowing their customer, serving them across multiple channels, and managing interactions as part of an ongoing relationship rather than a single transaction. Joseph envisioned a world where service reps were freed from these constraints to deliver service so compelling it would become a brand's greatest strategic advantage. With that idea, Gladly was born.