Gladly
Support built around people, not ticket numbers
About the Tool
Gladly is a customer service platform built around a fundamentally different model: it treats every customer interaction as a continuous conversation, not a discrete ticket. All channels (email, chat, phone, social DMs, SMS) appear in a single customer timeline, so agents always have full context without switching tabs or reading ticket history. The result is faster handle times and meaningfully better customer experiences. The trade-off is price: Gladly targets mid-market and enterprise brands, and the per-agent cost reflects that. For high-volume DTC brands that have outgrown Gorgias and want to invest in support as a retention strategy, Gladly is the most thoughtful product in the category.
Key Features
Unified Customer Timeline
Every interaction across email, chat, SMS, phone, and social DMs appears in one chronological thread per person — never split across disconnected tickets.
Omnichannel Inbox
Agents handle every channel from a single screen with no tab-switching or context-shifting between separate helpdesk queues.
AI Sidekick
Suggests responses, summarises long threads, and automates routine actions so each agent handles significantly more conversations per shift.
People Match Routing
Routes incoming contacts to the agent who already has a relationship with that customer, reducing repeat explanations and raising CSAT.