Online marketplaces
Deliver trusted, personal marketplace CX
Bring buyer and seller support together with AI-powered service that boosts efficiency and keeps it personal.
Trusted by the world’s most customer-focused brands
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
Support teams struggle to keep up with volume and complexity
Customers expect personalized, real-time help across every channel
Gladly brings every interaction into one lifelong conversation, powered by AI that scales intelligently while staying human at heart.
Unified platform for both buyer and seller support
AI handles routine tasks while agents focus on high-value interactions
Consistent, on-brand service across every channel and touchpoint
Fast, personal responses that build trust and loyalty
Marketplace & platform use cases
Handle buyer questions instantly
When buyers ask where their order is, how to return an item, or when their refund will arrive, AI provides instant answers with seller-specific policies, tracking details, and order history.
Resolve complaints with order context
When a buyer reports a damaged item or a seller disputes a chargeback claim, AI has full transaction history (order details, delivery status, past interactions, 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, AI 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. AI 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
AI 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.
"Pre-Gladly, our team operated with very little in terms of solutions. We had upwards of 3,000 contacts daily routed through a very old phone platform. It took us almost 3 hours a day to manually sort customer emails just to get to a place where agents could respond."
Mandi Geary
Director of Customer Service, BSN Sports
Learn how top marketplaces deliver exceptional support at scale.
Key features and benefits
Deliver seamless, trusted support experiences for buyers and sellers alike.
Build trust through connected conversations
Marketplaces run on relationships—but fragmented tools make it hard to see the full picture. Gladly unifies every interaction across channels into a single lifelong conversation, giving your team full context to support both buyers and sellers and build trust at scale.
See the full story behind every transaction
Support teams need more than order numbers—they need context. Gladly connects commerce data, conversation history, and profile details in one intuitive view, so agents can deliver fast, personalized support.
Scale intelligently with AI that acts like your best agent
AI manages buyer questions, like returns, shipping, and order updates, while giving agents the context they need in real time. The result is fast, personal, and on-brand service that scales effortlessly.
Tackle rising volumes with AI and empowered teams
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.
Empower your marketplace to scale smarter
Simplify support at scale
Bring all support interactions into one view to deliver faster, more consistent service.
41%
reduced average handle time
Boost team efficiency
Agents resolve issues more quickly with AI-powered context and unified workflows.
50%
improvement in productivity
Reduce operational costs
Consolidation and automation drive down costs while keeping service quality high.
45%
cost savings
The CX platform built for unforgettable guest experiences
Give your team the tools to deliver fast, personal service at every step of the journey. From booking to post-stay, Gladly helps travel and hospitality brands create seamless experiences guests remember.
Ready to transform your marketplace experience?
Join leading marketplaces delivering trusted, efficient, and personal CX through Gladly.