Gladly

Gladly is the customer experience AI platform purpose-built for B2C retail and DTC brands that compete on customer lifetime value rather than transaction volume, with a defining design philosophy that customer service should treat customers like people rather than tickets. Founded in 2014, Gladly has grown into a leading brand for premium retail, DTC, and hospitality customers including JetBlue, Crate & Barrel, Allbirds, and TUMI, with particular strength in companies measuring customer service success by retention and LTV rather than ticket throughput. 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 offers a unified customer-centric architecture (rather than tier-based feature gates) with all customers getting the full Gladly experience and pricing scaling on Heroes (agents) and AI conversation volume. Implementation typically runs 6-16 weeks including data migration, integration with commerce and CRM platforms, AI training on brand voice, and Hero (agent) rollout. Gladly's differentiation versus Zendesk, Salesforce Service Cloud, and Kustomer is the people-not-tickets architecture: every customer has a single persistent conversation thread across email, voice, chat, SMS, and social, with full purchase history, preferences, and brand engagement context unified in one timeline. This is meaningfully different from ticket-tracking helpdesks that fragment customer interactions into separate cases, and produces materially better experiences for premium brands where customer relationships drive LTV. Gladly AI capabilities include AI agent (autonomous resolution), AI Hero Assist (agent suggestions during conversations), AI Sidekick (proactive help drafting), AI summaries, and AI-driven insights focused on customer outcomes (CSAT, retention, LTV) rather than just operational metrics. Gladly was named "Disruptive Technology of the Year" at the CCW Excellence Awards. The platform integrates with Shopify, Magento, Salesforce, and major commerce platforms. Gladly operates under SOC 2 Type II, GDPR, HIPAA, and PCI DSS compliance.