Gladly

Gladly is the customer experience AI platform purpose-built for B2C retail and DTC brands that compete on customer lifetime value, with a defining design philosophy that AI should engage customers rather than deflect them. Founded in 2014 and rebranded to gladly.ai, Gladly serves premium retail, DTC, and hospitality customers including Crate & Barrel, Nordstrom, Breeze Airways, Kuhl, and Bombas, with documented outcomes of 76% conversations fully resolved by AI, 3x first 30-day resolution rate increases, 2.2x revenue per conversation, and 65% CSAT improvement. Pricing is enterprise-only with no public self-serve tier. Public benchmarks place Gladly deployments in the $100,000-$500,000+ per year range depending on company size, modules, and AI conversation volume. The platform emphasizes fast deployment: Gladly claims customers can go live in days rather than months, using templates and Guides built on a decade of CX experience and hundreds of millions of conversations. Implementation is guided by demos and enterprise onboarding with brand-specific voice and Guide configuration rather than code-heavy integration. Gladly's architecture treats every customer as a person with a persistent lifelong conversation across all channels rather than a ticket number. AI and human agents share a unified customer timeline including purchase history, preferences, and brand engagement context. Gladly AI can autonomously resolve most conversations end-to-end, or work alongside human agents in a seamless handoff model where the AI routes complex inquiries to humans without the customer noticing the transition. Guides written in plain English teach Gladly brand voice, desired customer experiences, and escalation criteria without engineering resources. The platform is omnichannel across voice, chat, SMS, email, and social with context preserved throughout. Integration depth includes Shopify, Magento, Salesforce, and major commerce, subscription, and order management platforms. Gladly was named Disruptive Technology of the Year at the CCW Excellence Awards and has been featured in Forbes for its approach to AI in customer experience. A small business and growing brand option is available alongside the enterprise offering. Gladly is not the right fit for B2B SaaS, financial services, or any non-retail non-DTC customer service context: the people-not-tickets architecture is optimized for retail relationships and LTV metrics that other industries do not prioritize in the same way. Teams needing the lowest possible AI customer service cost without brand differentiation should evaluate Intercom Fin ($0.99 per resolution) or Freshchat (free tier) instead. Q2 2026 state: Gladly rebranded to gladly.ai. Homepage documents 76% AI autonomous resolution rate across customers. Deployment time now claimed in days rather than months. New customers include Nordstrom, Breeze Airways, and Kuhl. Trust Center confirms SOC 2 Type II (2025 report), PCI DSS 4.0.1 (2025), GDPR, and CCPA. G2 shows 1,113 reviews at 4.7.