Know customers by their name, not their case number
Gladly is a customer service platform that puts people — not tickets or case numbers — at the center. Every conversation, whether led by a customer service hero or AI, starts with a clear understanding of who the customer is and what they’re reaching out about.
This deep familiarity ensures highly personalized experiences and matches customers with the right information, action, or hero — all in real time.
Make customer service personal
Gladly was built from the ground up with a singular focus — people, not tickets.
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People MatchⓇ
Match customers with the best customer service hero based on their unique history, situation, or needs to ensure the right person on your team is assigned to the job — like matching dog parents with the same dog type, or high LTV customers to your VIP care team.
Learn more about People Match -
Customer Profile
Important customer details — from lifetime value and conversation history to past purchases and personal preferences — are available in a single view so your agents are armed with all the context they need to deliver highly personalized service.
Learn more about Customer Profiles -
Hero AI Summaries
AI hands customers off to support heroes with a summarized note of their conversations, which heroes can use to step in and provide more personalized assistance without the customers having to repeat themselves again and again.
Personal is proven efficient
Explore how we help leading brands deliver customer service the way it should be, with people at the center.
People MatchⓇ
In just one month, JOANN reduced its support backlog by 93% — all while managing a 25% holiday surge without extra staff. On average, they saw a 30% consolidation of total workload (vs. tickets).
30%
consolidation of total workload
People MatchⓇ
By having the power to prioritize and respond to passengers with urgent needs, Breeze Airways achieved 70% faster response times, saving their passengers 200,000 hours.
70%
