Retail & ecommerce
Turn touchpoints into loyalty and revenue growth
Connect every touchpoint, personalize at scale, and turn support conversations into seamless shopping experiences.
Trusted by the world’s most customer-focused brands
Retailers face fragmented systems, high volumes of repetitive inquiries, and rising expectations for fast, personal 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
Gladly connects your commerce stack, conversations, and customer history into one platform—so you can personalize every interaction, resolve issues instantly, and drive revenue through service.
See a complete shopper timeline with purchases, loyalty status, and interactions in one place
Resolve common retail journeys like WISMO, returns, and cancellations faster with AI to reduce costs
Empower associates with AI to personalize and sell in every conversation
Key features and benefits
Turn fragmented shopping journeys into seamless, personal experiences that build loyalty and revenue.
Deliver 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 agents and AI always know the full story—no matter how a shopper engages.
Know every shopper at a glance
View each shopper’s complete history—including orders, returns, loyalty status, and preferences—in one place. Associates and AI can instantly recognize VIPs, personalize recommendations, and deliver faster, smarter service.
AI-powered retail journeys that feel personal and drive revenue
AI resolves high-volume questions instantly, while Sidekick Sales surfaces personalized recommendations and promotions that turn conversations into revenue.
Support busy seasons without compromising service
During the busiest seasons, AI and smart routing help teams respond faster and deliver great service without burning out.
"Sidekick Sales 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 retail & ecommerce brands
grow sales through service
Retail & ecommerce use cases
Handle order inquiries with AI
Resolve WISMO, returns, cancellations, and exchanges instantly with AI, freeing agents to focus on high-value shoppers.
Carry context across channels
Keep carts and conversations intact across chat, email, SMS, and more, so shoppers never repeat themselves.
Drive revenue through service
Turn support into sales with Sidekick Sales. AI delivers personalized recommendations, promos, and nudges to boost revenue.
Personalize every interaction
Use real-time customer data like purchase history, preferences, and loyalty status to tailor conversations and drive conversions.
Handle spikes with ease
Scale efficiently during holidays and sales events with AI without compromising service quality.
Powering growth for leading retail & ecommerce brands
Improve response times
Shoppers get faster answers with AI-powered support.
95%
improvement in SMS wait times
Boost efficiency
Teams handle more conversations while staying personal.
50%
improvement in productivity
Faster resolutions
Retail brands see results quickly after launch.
31%
drop in convo time in 30 days
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 redefine your retail experience?
Join leading retailers who are turning support into a growth engine with connected conversations and AI-powered service.