Technology & software

AI software support that feels human

Scale support with Gladly to resolve issues, report bugs, and autonomously answer questions.

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Smiling woman in a blue sweater, sitting on a couch, using voice command on a smartphone, with an open laptop beside her, conveying a cheerful mood.

The problem

Users expect instant help when they’re stuck, but as requests pile up, product feedback, and bug reports get buried while teams struggle to keep up.

Questions about features, passwords, and subscriptions overwhelm teams

Users bounce between help docs, chat, and email without getting answers

Bug reports get lost in ticket queues while engineers focus on new features

The solution

Gladly resolves user questions and issues autonomously and knows when to bring in human expertise. Users get instant help that feels personal, whether Gladly resolves directly or hands off seamlessly to specialists.

Gladly resolves everything from login issues to subscription disputes autonomously

Intelligent handoff when human problem-solving or empathy adds value

One continuous conversation from the first question to resolution, across every channel

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A diverse group of eight young adults stand side by side in a grassy field at sunset, wearing casual attire. The mood is relaxed and friendly. "PACSUN" is written across the center.
"We now have a clear view of the customer contact history in one single profile. It’s our biggest gain in efficiency."

Pablo Sanchez

Sr. Manager of CS, Pacsun

Technology and software use cases

Instant answers to product questions

Gladly resolves feature questions, walks users through settings, and explains functionality easily, keeping users productive without forcing them to dig through help docs or wait for support.

Chat conversation with user reporting app crash on iOS 17.2. Support suggests updating the app to fix the bug. User confirms update resolved issue.

Autonomous account management

Gladly resolves password resets, subscription changes, billing inquiries, and account updates instantly, resolving user blockers from simple to complex in seconds.

A messaging interface shows Rachel reporting an "unknown error" preventing app login. A support system, Gladly, responds, noting failed login attempts on an iPhone 15 and suggests resetting the session.

24/7 issue resolution

Gladly diagnoses and resolves connection issues or errors at any hour and knows when a problem needs human troubleshooting or creative problem-solving.

Four horizontal task cards display user initials, names, statuses, and update times on a light purple background. Mixed states: "Resolved," "Closed," "In progress."

Seamless escalation

Gladly resolves account issues and product questions and knows when frustration, ambiguity, or edge cases require human attention, escalating with full context and recommendations.

Guidance page screenshot with a heading 'When to get more help.' It includes a section for detailing when to hand off tasks, with an example stating 'The customer is asking about legal compliance.' A link to 'Help Docs' is present for further guidance.
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Key features and benefits

From guided product exploration to answering complex inquiries, Gladly helps you sell smarter, support faster, and adapt with every product and changing customer needs.

One conversationLearn more

A continuous conversation across every channel

Users can report an issue, share screenshots via email, and follow up in chat, and it’s all captured in one conversation thread. Gladly sees the complete story without asking users to repeat themselves across channels.

Conversations list with dates and topics. October 25 - Reported an issue, April 23 - Training inquiry, April 5 - CRM Sync, and Billing. Dropdown icon below.
AI advantageLearn more

Automated resolutions for simple to complex issues

Gladly resolves feature questions, setup, passwords, bugs, and subscription changes autonomously. When a situation needs human creativity, judgment, or empathy, it routes to the right specialist with full context and diagnostics to keep the experience seamless.

A profile card for "Julie Chang" shows her as a subscriber since 2021 on the Unlimited Plus plan, with 3 years tenure. An adjacent card highlights her preference for chat support and her recent addition of five seats to the team.
Customer intelligenceLearn more

Full user context for faster resolutions

Gladly uses account details, app activity, subscription status, device information, and conversation history to deliver accurate resolutions. Whether AI resolves the issue or hands off to a team member, complete user context is instantly available with no need to dig through multiple systems.

Chat interface showing a customer complaining about an erroneous charge, with a quick response confirming the mistake was reversed and a refund issued.
Operational efficiencyLearn more

Handoffs that feel seamless and satisfying

Gladly recognizes when escalation creates better outcomes, whether it’s a frustrated customer who needs empathy, a complex edge case that requires creative problem-solving, or a situation where human judgment adds value. Gladly routes the conversation to the right specialist with complete diagnostics and conversation history.

Handoff Summary note on a light green background. It details sync issues with Jamie's notes between desktop and mobile due to outdated app version.

Get real results with Gladly

34%

drop in average convo time

Achieve faster resolutions

Gladly and support team members working together reduce handle times.

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75%

of conversations resolved by AI

Automate assistance

Gladly resolves a significant share of conversations without human input.

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3x

resolution rate boost in 30 days

Improve performance

Gladly drives immediate improvements in speed and quality.

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Ready to scale smarter?

Gladly unifies user context, automates resolution, and improves speed, cost, and retention across your support experience.