Question 1

What is Gladly?

Accepted Answer

Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at scale, enabling them to efficiently overcome the challenges of declining customer loyalty and rising costs. Its unique approach puts customers — not tickets — at the center, unifying all interactions into a single, lifelong conversation. This ensures customers have seamless, personalized experiences across all channels, driving faster resolutions and deeper, more meaningful connections that boost customer loyalty and lifetime value.

Trusted by hundreds and hundreds of iconic brands like Nordstrom, Tory Burch, and Crate & Barrel, Gladly delivers impressive, industry-leading results — brands like Bark have cut overall handle time by 33%, and PacSun consistently scores 90+ CSAT with Gladly. With Gladly, businesses can provide the radically personal service their customers deserve, while maximizing operational efficiency — transforming customer service into a powerful engine for growth, loyalty, and competitive advantage in today’s marketplace.

Check out some of the customer success stories:
Crate & Barrel
Nordstrom
Rothy's
Tory Burch

Question 2

What brands use Gladly today?

Accepted Answer

Top customer-centric brands like Crate&Barrel, Ulta, Nordstrom, and Tory Burch use Gladly to power their customer experience. Gladly is perfect for business leaders who want to get AI right, engaging customers instead of deflecting them, and driving the devotion that creates lasting business value.

Visit our customer spotlight page to learn more.

Question 3

What is "radically personal customer service?"

Accepted Answer

Radically personal CX is customer experience that enables you to communicate with customers like real people, and deliver memorable service experiences that create customers for life. Radically personal is less of a definition and more of a feeling. That feeling Customers get when:
Your kid forgets his teddy bear on the plane, and it arrives safe and sound the next day;
Your flight’s been rebooked three times in a day, and the last thing you want to do is repeat yourself to another agent — but you get matched with an agent who knows you already;
You message, call, and text a brand — all in the same hour — and nothing’s lost along the way, and you don’t ever need to repeat yourself;
You hang up from a call feeling delight, not frustration;
The hotel asked if you have special requests, and you arrive to find them already taken care of just the way you asked;
You’re behind on holiday shopping, and no store has the elusive perfect gift, but the agents provide the best alternative — in just the right size;
You treat your customer service agents like a friend, and you forget there was ever a problem to be solved,
Your customers should feel like you know them and that they know you.

Question 4

How do I schedule a live demo?

Accepted Answer

We're excited that you want to learn more about Gladly. To get started, visit gladly.ai/get-started. Just fill out the form we'll reach out to you once we receive your request.

Question 5

What communication channels does Gladly support?

Accepted Answer

Gladly is a true omnichannel solution with voice, chat, sms, email, social, and in-app channels.

And the icing on the cake? These channels are centered around your customer, not the other way around. Designed as one continuous conversation thread across any channel.

Question 6

Why doesn't Gladly use tickets or case numbers?

Accepted Answer

This is what sets Gladly apart. Gladly is built to put the customer—not a ticket—at the center of every interaction.
Customers are never assigned case or ticket numbers. Instead, every customer has a unified profile that captures the full history of their relationship with your brand. These profiles include rich details like past purchases, preferences, and previous conversations, all in one place.
When interactions are handed off, it’s the complete customer context that follows—not fragmented tickets that lead to disconnected experiences.
With Gladly, tickets and cases are a thing of the past. Every interaction and request is captured, preserved, and never lost—so teams can deliver truly connected, customer-first experiences.

Question 7

Why are conversations better?

Accepted Answer

At Gladly, we provide a people-centered approach to customer service which is critical to delivering radically personal customer experience that drives customer devotion and creates lasting business value. This means we don't treat people like 'tickets', instead, we have 'conversations'. Rebecca Boxall from Native Shoes said, "Having every communication with a customer streamlined into one window has been extremely beneficial for the team and made our workflows so much easier.”—This is what makes our conversation timeline so powerful.

Question 8

What self-service features does Gladly offer?

Accepted Answer

Gladly offers multiple features that allow your customers to find the answers on their own.
A knowledge base that ensures you provide consistent answers for customers across your help center and chat widget
Glad App Quick Actions to expose FAQs before a customer chats in
An IVR where customers can get the information they need without speaking to an agent
Gladly’s AI acts as an extension of your team, with full knowledge of both your brand and your customers.
All of the touch points above are built right in Gladly which creates consistent experience across all channels

Question 9

What are the benefits of using chat?

Accepted Answer

Chat is a powerful and popular channel that consumers prefer when engaging with their favorite brands. Not only can you collect payment information over chat, but you can also add FAQs to your chat widget so your customers can self-serve before reaching out to chat live with an agent.

Question 10

Can we still use own Voice service on Gladly?

Accepted Answer

Yes, you can bring your own/current Voice services to Gladly but that will mean additional maintenance and licensing fees to deal with. By using Gladly's built-in Voice capabilities, you maximize the benefits of having our full omnichannel solution, and a transparent pricing.

Question 11

Can we accept payment information through Gladly?

Accepted Answer

You sure can! With Gladly, you can collect/accept payments through messaging channels to drive more revenue from the contact center.

Question 12

How can Gladly help us save money in operational costs?

Accepted Answer

Customer service software is typically disjointed and segmented. You have to integrate with a 3rd party platform through an "app-exchange" or "marketplace" to get the feature you want. This could also mean additional cost for every platform you integrate with. This is not the case with Gladly.
You can save money using Gladly by:
Leveraging Gladly's built-in services like Voice, IVR, Chat, Social Messaging, and Knowledge Base. Doing so eliminates the time it takes to jump from platform to platform with all channels in a single view
Support more customers with fewer agents by allowing customers to help themselves through self-service features
Consolidating and simplifying your technology stack—voice, chat, SMS, email, social messaging in one platform
Operating on low-cost channels like SMS, Chat, and Social Messaging
Improving operational costs by consolidating your technology stack. This means you have fewer integrations and added licenses cost to deal with
Drastically cut back on implementation times with a SaaS platform that requires minimal effort from IT and a modern UI that's easy to learn

Question 13

How can Gladly's self-service features help us reduce support costs?

Accepted Answer

Gladly allows you to help your customers help themselves by giving them easy access to find answers to common questions through Chat, IVR, and Help Center. 
Giving your customers this ability to help themselves reduces the total number of inbound inquiries your agents need to handle and helps you serve more customers at a lower cost.By implementing a self-service option within the chat experience, we found that 33% of customers who opened the chat window could self-serve their questions and did not go on to chat with an agent.

Question 14

How can Gladly Voice help save on Total Cost of Ownership?

Accepted Answer

Gladly Voice eliminates the need for any 3rd party telecom services to save you money on contracts, maintenance, and complexity costs.What also differentiates Gladly Voice is that it comes with premium features other providers charge for as add ons. They include:
Agent Conferencing
Quality Monitoring
Recording
Unlimited, Forever Storage
What's the big difference with Gladly Voice?
Fully native, no voice integration partners needed
Includes IVR and integrated with all other channels (email, chat, in-app, and self-service)
Includes premium features without any add-on fees.
Agent Conferencing
Quality Monitoring
Recording
Unlimited, Forever Storage

Question 15

Can Gladly make our support operations more efficient?

Accepted Answer

Customer service software is typically ticket-centric, which focuses on isolated cases rather than the customer. This approach results in countless agent collisions and requires jumping from system to system to get the customer's full context of past conversations. With Gladly's people-centric approach to customer service, agents are assigned to a customer and given a single view of the customer's information, past purchases, and past conversations–regardless of the channel–so agents can quickly pick up conversations in context.

Question 16

Gladly promotes a "radically personal" service. Will personalization mean longer support times?

Accepted Answer

Not at all. Just because service is personalized doesn't mean it takes longer to help your customers. In fact, it could even lower support times. Seeing everything about a customer (e.g., their past questions, purchases, favorite items, etc.) in a single, lifelong view not only makes it more efficient to help customers, but it also removes the need for customers to repeat themselves whenever they need help. With Gladly, you can understand the full view of the customer before agents even say "hello."

Question 17

Does Gladly offer Professional Services?

Accepted Answer

Yes. We offer Professional Services to partner with you from kick-off to go-live. Our Professional Services team comprises technical and business-savvy members who will work with you to set up and configure Gladly based on your requirements. Our team will help guide you on best practices for implementing Gladly, which will set you up for success in the long-term. Please work with your Gladly Account Executive to learn more about the implementation packages we offer.

Question 18

Can I set up the Gladly application myself?

Accepted Answer

Currently, you will need to engage with our Professional Services to set up a Gladly instance. The team will guide you on Gladly best practices and help you configure your IVR(s), email entry points, and other channels to set you up for success. That being said, Gladly does offer many self-service UIs that will allow you to build upon this initial implementation. This includes, but is not limited to, the ability to change IVR recordings & business hours, self-service configuration, Topics, Answers, Rules authoring, and Help Center configuration.

Question 19

What will Professional Services do for us?

Accepted Answer

During your implementation, the Gladly Professional Services team will:
Conduct a kickoff with you, explaining how the project will be run
Craft a personalized Gladly implementation project plan for you to help you achieve milestones
Teach you about Gladly best practices and co-develop your workflow with you
Configure your Channels (e.g., IVR experience, email entry points)
Assist you with configuration and technical Q&A (e.g., how to embed the Glad App self-service Chat widget)
Host agent office hours or build training programs with your training team to make sure agents feel confident working in Gladly
Host launch office hours on your launch day
Summarize implementation configuration in a deployment guide for you so that you can recall what decisions were made throughout implementation.
For more information regarding implementation, visit our help site.

Question 20

What type of technical support is available from Gladly?

Accepted Answer

Gladly offers two Support packages, depending on your business needs: Standard and Priority.
Standard
Business hours support 6 am-6 pm Pacific, Monday-Friday
Guaranteed response times
Web and email support access
Full access to help documentation and online learning resources
Priority
24x7x365 support
Guaranteed 1-hour response for critical requests
Phone, web, and email support access
Full access to help documentation and online learning resources
Scope
Gladly's support team can help you with any questions related to Gladly products, such as:
Debugging or troubleshooting unexpected behavior of the platform
Resolving bugs or outages
Discussing Gladly technical documentation
Some configuration requests

Question 21

How do I contact Gladly Support?

Accepted Answer

If you need technical help, have questions about Gladly, or have a suggestion, you can contact us through the Help link in the Gladly application, and a friendly Gladly Support agent will get back to you.

Question 22

Is there a help and documentation website?

Accepted Answer

There sure is! Everything you need to know about how Gladly works can be found in our product documentation website—help.gladly.com and developer.gladly.com for our developer site. If you can't find what you need there, you can always contact our Support team.

Question 23

How long does it take to implement Gladly?

Accepted Answer

Each implementation is unique, which means implementation times will vary, though we've found that implementations with < 40 agents typically take between 3 - 5 weeks. The Gladly team will work with you using a curated plan to ensure we meet your implementation goals and go-live plans.

Question 24

Can we develop our own tools/integration on top of Gladly?

Accepted Answer

Yes. You can learn more about your developer and SDK documentation by visiting our developer site.

Question 25

Can we integrate existing tools we use with Gladly?

Accepted Answer

In addition to our out-of-the-box integrations, you have the added flexibility of building your own integration to any platform using our APIs. Check our developer site to learn more.

Question 26

Which other platforms does Gladly integrate with?

Accepted Answer

Gladly integrates with over 30 technology platforms commonly used in the customer service industry. Integrate with Shopify, Calabrio, Netomi, Medallia, Klaviyo, and more! Check out the full list on our integrations page.

Question 27

Where can I find Gladly's API information?

Accepted Answer

You can find our API documentation on our developer website—developer.gladly.com.

Question 28

Why am I receiving calls from unusual numbers?

Accepted Answer

Help Center

Get to know Gladly

Product basics

Value proposition

Gladly services

Integrations