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Building With Accessibility and Security in Mind

Building on a Secure Foundation

With the recent spate of high-profile data breaches, it’s become ever more important for companies to ensure that the information their customers entrust them with is protected, and handled with the utmost attention to security.

Security has always been one of the keystones to how we build infrastructure at Gladly, so we’re pleased to announce our recent US Privacy Shield certification. The US Privacy Shield is a framework set out by the European Court of Justice to regulate the exchange of personal customer data between the European Union and the United States. It imposes more stringent obligations on companies in the United States to protect the personal data of Europeans, including stricter monitoring and increased cooperation with European Data Protection Authorities.

Trust is the lifeblood of any company,” Gladly co-founder and VP of Engineering, Michael Wolfe, posits. “You could build the best product in the world, but it won’t mean anything if you leave your customers at risk every time they use it. At Gladly, we work hard to not only build a great product, but also a robust, secure environment for both our customers and theirs.”

Our compliance with the US Privacy Shield is part of our overall commitment towards providing our customers—and their customers— peace of mind that any and all customer data is handled with the highest standards of security.


Making Gladly Accessible For All

It’s easier than ever for companies to communicate with the companies they buy from. Customers today can get the help they need in a matter of clicks (or taps on a keyboard) even as they wait in line for their morning cup of coffee.

But for people with disabilities, there are still considerable challenges when it comes to navigating these advances in digital communication. The onus lies on companies to ensure that the tools they use to communicate with their customers is accessible to all, regardless of how they interact with the web.

To help facilitate those conversations, we’ve made Gladly compliant with the Web Content Accessibility Guidelines 2.0 Level AA, a set of 12 guidelines that provide direction on how to make web content accessible to persons with disabilities. These include:

Keyboard navigation: visually or auditory impaired people rely on being able to use their keyboards to tab into fields. We have made it easy to navigate Gladly via a keyboard.

Screen reader support: screen readers help the visually impaired navigate the websites they’re on. We added tooltips to non-text elements in Gladly so they can communicate the purpose of each icon to the user.

Color contrast: adjusted color contrasts to make it easier for users with visual impairments like color blindness to read text.

At Gladly, we like to say that people are at the center of everything that we do. And that doesn’t just mean some people, but everyone.


Gladly is a customer service platform that focuses on people at the heart of it, not tickets or cases. Built for the 21st-century consumer, Gladly enables companies to converse seamlessly in a lifetime of conversations across voice, email, messaging, chat and social media. Agents are empowered, customers feel known, and companies increase love, loyalty and lifetime value through empathetic conversations. Learn more about the customer service software that is putting customer back at the center of it all.

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