Online marketplaces
AI that builds trust with buyers and sellers
Gladly creates a common ground between buyer and seller support experiences
to boost efficiency and deepen relationships.
The problem
Growing marketplaces juggle fragmented systems, rising customer expectations, and the complexity of supporting both buyers and sellers.
Siloed tools create inconsistent experiences across buyers and sellers
Teams struggle to keep up with volume and complexity
Customers expect personalized, real-time help across every channel
The solution
Gladly brings every conversation into one lifelong thread, powered by AI that scales intelligently while keeping things human.
Unified platform for both buyer and seller support
Gladly handles routine tasks while team members focus on high-value conversations
Consistent, on-brand service across every channel and touchpoint
Fast, personal responses that build trust and loyalty
New to AI-powered CX? Get the quick visual breakdown
Marketplace & platform use cases
Instantly handle buyer questions
When buyers ask where their order is, how to return an item, or when their refund will arrive, Gladly provides instant answers with seller-specific policies, tracking details, and order history.
Bring the full context to complaint resolution
When a buyer reports a damaged item or a seller disputes a chargeback claim, Gladly has access to a full transaction history (order details, delivery status, past conversations, both parties' track records) to resolve issues or escalate with all the evidence needed.
Keep sellers engaged with instant support
When sellers need help with payment timing, account verification, listing questions, or policy guidance, Gladly resolves issues immediately, before they consider switching to competitor platforms.
Scale through flash sales and promotions
Black Friday surges and viral products create 3x normal volume overnight. Gladly absorbs routine inquiries instantly, so volume spikes don't create multi-hour wait times that drive buyers and sellers away.
Support buyers and sellers globally
Gladly handles inquiries in multiple languages and understands region-specific payment methods, return policies, and shipping logistics, enabling your team to scale globally with consistent service quality.
“We’ve been tuning and supervising [Gladly] for the last few months and it’s been really, really successful. So when we moved over to [Gladly] Email, everything we have done to make chat and SMS so successful instantly applied.”
Jim Rodden
Chief People Officer, MaryRuth's
See how Gladly helps marketplaces
deliver exceptional experiences at scale
Key features and benefits
Create seamless experiences from discovery to delivery. Gladly connects every conversation, preference, and transaction in one place, so your team can deliver efficient, personal service that keeps buyers and sellers coming back.
Build trust through connected conversations
Marketplaces run on relationships—but fragmented tools make it hard to see the full picture. Gladly unifies every conversation across channels into a single lifelong conversation, giving your team full context to support both buyers and sellers and build trust at scale.
Scale up without compromising on service
Gladly manages buyer questions about returns, shipping, and order updates, while giving teams the context they need in real time. The result is fast, personal, and on-brand service that scales effortlessly.
Get the full story behind every transaction
Teams need more than order numbers. They need context. Gladly connects commerce data, conversation history, and customer details in one intuitive view, so team members can deliver fast, personalized support.
Tackle rising volumes
Marketplaces face high inquiry volume, peak season spikes, and complex buyer-seller dynamics. Gladly helps you scale effortlessly through AI, smart routing, and unified conversations, so your team can work efficiently without sacrificing quality or scaling costs.
Get real results with Gladly
41%
reduced average handle time
Simplify support at scale
Gladly brings all support conversations into one view to deliver faster, more consistent service.
50%
improvement in productivity
Boost team efficiency
With Gladly, team members resolve issues more quickly with AI-powered context and unified workflows.
45%
cost savings
Reduce operational costs
With Gladly, consolidation and automation reduce costs while maintaining high service quality.
Ready to transform your marketplace experience?
Gladly helps leading marketplaces bring AI and the human touch together to turn every conversation into lifelong loyalty.