At Gladly, we put people back at the 
of customer service. We help your agents become heroes and your customers feel known and cared for.
Center your universe around your customers.
What if calling support meant you were greeted with “Hi Julie, is this about your recent order?” instead of “What’s your case number?” With Gladly, your agents are equipped with a customer profile, not a case number. They see a single conversation stream, not multiple tickets. Our customer service software was built around a simple philosophy – that people should talk to people.
Info at your fingertips
With Gladly, connecting customers with the right agent is easy. Don’t worry about the channel or the issue — your agents will have all the right customer details (plus every past conversation) in front of them.
Up front and personal
Understanding who your customer is and what their preferences are is key. With Gladly, your agents will know what your customer has purchased in the past, if they prefer a window or an aisle seat, or if they go by Tina instead of Christina. By remembering the small details, your agents quickly become heroes.
We play nicely with others
We know customer data often sits all over the place. That’s why we provide open APIs to help pull all this information into one place — whether it’s contact information in Salesforce or order history in Hybris, we can connect all your tracking sources.
Strike up a conversation, on any channel.
Customers want to reach you on the channels they choose. With our customer service software, every communication is threaded into a single timeline, giving your agents the full history of every conversation. Customers won’t have to repeat and recap their previous conversations and agents can respond quickly without switching between windows or apps. Sound like magic?
Voice
Cloud voice platform and IVR
Or integrate with Avaya, Cisco, etc
Full email communications platform
Conversation-based for easy replies
Chat
Real-time chat to engage instantly
Fully customizable web widget
SMS / MMS
Text words, photos, or 
emojis)
Support that goes where you go
Social
Facebook Messenger support
Take public posts to private chats
Strike up a conversation, on any channel.
Customers want to reach you on the channels they choose. With our customer service software, every communication is threaded into a single timeline, giving your agents the full history of every conversation. Customers won’t have to repeat and recap their previous conversations and agents can respond quickly without switching between windows or apps. Sound like magic?
Voice
Cloud voice platform and IVR
Or integrate with Avaya, Cisco, etc
Full email communications platform
Conversation-based for easy replies
Chat
Real-time chat to engage instantly
Fully customizable web widget
SMS / MMS
Text words, photos, or emojis)
Support that goes where you go
Social
Facebook Messenger support
Take public posts to private chats
Cloud voice platform and IVR
Or integrate with Avaya, Cisco, etc
Full email communications platform
Conversation-based for easy replies
Real-time chat to engage instantly
Fully customizable web widget
Text words, photos, or emojis
Support that goes where you go
Facebook Messenger support
Take public posts to private chats
Give your agents something to love.
If you know how to use a smartphone, you’ll know how to use Gladly. Our straight-forward interface puts the most important, relevant information in front of you. And with time-saving shortcuts and intelligence built in, your agents will be solving issues faster than ever. Want to add more support channels? No problem (and no learning curves).
Inspired by messaging apps you use everyday
Our modern interface is designed to help you have real conversations with real people, not manage case records. And with the intuitive interface, agents can get started in hours not days.
Share the wealth of knowledge
The goal of every team is to solve customer issues fast. With a simple keystroke, you can tap into a single Knowledge Base on any channel of your choice. What’s better than one-touch resolution? One-key resolution.
Power your people with smarter data
Gladly analyzes your data behind the scenes to help your teams work smarter and faster. Our intelligent platform recommends suggested answers to issues, making it easier to deliver the personalized service your customers want. And the more issues you solve, the smarter Gladly gets.
Teamwork makes the dream work
Sometimes you need an extra hand. Now you can create and assign tasks, and even set due dates and alerts, so teammates can work on an issue at the same time. With Gladly, issues get solved faster while customers leave happier.
Work smarter, not harder.
With Gladly, you don’t need a crystal ball to understand your business. Our Liveboards, reports and global search mean you get the insights you need, when you need them.
Think fast with real-time analytics
Baseball has a scoreboard, we have Liveboards. Get real-time insights into which agents are busy or free, how long customers have to wait before being served, or even topics that are trending. With live data at your fingertips, you can act quickly to put out the flames before they turn into fires.
Report on what matters to you
Looking for trends? Our reports surface the insights to make the business smarter across process and personnel choices. Easily access key metrics like number of issues, SLA achievement, and common topics covered.
Find what you’re looking for in a flash
Trying to find that needle in a haystack of data? Gladly’s global search is built on a modern search engine, so it’s constantly filing and organizing your data, allowing you to find any phone number, customer, or conversation instantly.
Success starts here.
Customers shouldn’t be assigned a number, then shuffled around like pieces of paper. From the moment customers reach out, regardless of channel, keep them front and center. Gladly’s communications platform routes customers, not tickets — so agents spend less time hunting for open tickets, and more time listening and connecting with customers.
Get going fast
Your technology shouldn’t hold you back from delivering amazing customer service. We’ve designed Gladly to be flexible and intuitive to easily integrate into your existing environment. So even if you only start with one or two channels, then decide to add another later on, the agent experience is still the same—no additional learning curves.
Cost savings are built in
At Gladly, we believe every team member contributes to the customer experience. But that doesn’t mean everyone should have to pay for a license, so we price based on active users. And we avoid any hidden fees—giving you the support you need to be successful—without having to overpay for implementation and ongoing maintenance.
We practice what we preach
At Gladly, we believe that customer service is really about people connecting with people. And so our dedicated customer success team is with you from day one. From kicking the tires to go live, we won’t stop delivering the same attentive service you deliver to your customers.