Retail & ecommerce
AI that turns shoppers into loyal customers
Gladly gives you the ability to connect with customers at every touchpoint with personalized experiences at scale. Resolving issues faster while turning the right
moments into revenue opportunities.
Trusted by the world’s most customer-focused brands
The problem: Retailers face fragmented systems, high volumes of repetitive inquiries, and rising expectations for fast, personalized service.
Siloed data makes personalization inconsistent and time-consuming
Repetitive order-related questions overwhelm teams
Shoppers expect seamless, omnichannel experiences that many brands can’t deliver
Revenue opportunities are lost when service isn’t connected to sales
The solution: Gladly connects your commerce stack, conversations, and customer history on a single platform—so every conversation is personalized, issues are resolved instantly, and service drives revenue.
See a complete shopper history in one place, with purchases, loyalty status, and conversations
Resolve common retail journeys like WISMO, returns, and cancellations faster, and reduce costs
Empower associates to personalize and sell in every conversation
Why a premium retailer moved from Sierra
to Gladly
In under 6 weeks, this customer completed the migration to Gladly.
"Transitioning from Sierra to Gladly allowed us to move from a custom-built, code-dependent model to a more flexible, integrated AI ecosystem. This has improved agility, consistency, and customer experiences across all touchpoints."
Retail & ecommerce use cases
Effortlessly resolve order inquiries
Gladly instantly resolves WISMO, returns, cancellations, and exchanges, freeing team members to focus on high-value shoppers.
Carry context across channels
Gladly keeps carts and conversations intact across chat, email, SMS, and more, so shoppers never repeat themselves.
Drive revenue through service
Gladly delivers personalized recommendations, promos, and nudges to turn support into sales
Personalize every conversation
Use Gladly and real-time customer data like purchase history, preferences, and loyalty status to tailor every conversation with personalized recommendations and offers that drive higher conversions and loyalty.
Manage spikes with ease
Let Gladly handle inquiry surges during sales events, BFCM, and holiday shopping. Resolve questions faster so shoppers get immediate answers and your team can focus on high-value conversations without burning out.
"Shopping assistant helps us connect with high-intent shoppers in the moment, guide them to the right products, and drive immediate revenue, all while laying the groundwork for long-term loyalty.”
Krystal Cortez
CX Senior Ops Manager, Tecovas
See how Gladly helps retail & ecommerce brands grow sales through service
Key features and benefits
Gladly puts the customer at the center, unifying context, channels, and conversations so every experience is seamless, personal, and built to drive devotion.
Connected experiences across every channel
Shoppers move fluidly between online, mobile, and in-store conversations. Gladly unifies every touchpoint into a single lifelong conversation, so team members and Gladly always know the full story—no matter how a shopper engages.
Know every customer instantly
Gladly assembles purchase history, preferences, loyalty status, and past conversations in a unified profile. Whether resolved by Gladly or a team member, every conversation feels personal and informed, and delivers more intelligent recommendations and quicker resolutions.
Personal experiences that drive revenue
Gladly resolves high-volume questions instantly, while Sales Assist surfaces personalized recommendations and promotions that turn conversations into revenue.
Support busy seasons without compromising on experience
During the busiest seasons, Gladly’s smart routing helps teams respond faster and deliver excellent service without burning out.
Get real results with Gladly
Improve response times
Shoppers get answers faster with Gladly.
95%
improvement in SMS wait times
Boost efficiency
Gladly empowers teams to resolve more conversations and deliver personalized experiences.
50%
improvement in productivity
Achieve faster resolutions
Retail brands see results quickly after launching Gladly.
31%
drop in conversation time in 30 days
Gladly helps your team deliver experiences that drive devotion
Give your team the tools to deliver fast, personal service at every step of the journey. From browse to buy to post-purchase, Gladly helps retail brands create seamless experiences that deepen customers' relationships with your brand.
Ready to transform your retail experience?
Gladly helps your team achieve new levels of efficiency while improving every experience.