ByHeather MacAvelia·Last verified Jun 24, 2026

Gladly

Name: Gladly
Author: Gladly

★4.2/ 5

by Gladly

Independently Reviewed

Visit gladly.ai →

Customer experience AI built for LTV, purpose-built for B2C retail and DTC brands. 76% AI resolution rate. Crate & Barrel, Nordstrom. Custom enterprise pricing.

From

Custom

custom

GitHub

—

Stars

4.7 / 5

1,112 reviews ↗

MCP

Compatible

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 Allbirds, 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/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. HIPAA not listed as of May 2026. G2 shows 1,112 reviews at 4.7.

Pricing

custom

Segment

enterprise

Setup

moderate

Verified

Jun 24, 2026

Transparency

Quote Only

Contract

Annual Only

Data training

Not Disclosed

Autonomy

Human Optional

Capabilities

ticket-resolutioncrm-syncpersonalisationreportingmultilingual

Pros & Limitations

Editorial assessment

Pros

✓76% conversations fully resolved by AI with documented retail customer outcomes: 3x first 30-day resolution rate increases, 2.2x revenue per conversation, and 65% CSAT improvement across Crate & Barrel, Nordstrom, and Allbirds provide the strongest autonomous resolution evidence base of any retail-focused AI customer service platform.
✓People-not-tickets architecture produces a genuinely different customer experience: every customer has a single persistent conversation across all channels with unified purchase history and brand context, materially better than ticket-tracking competitors that fragment interactions into separate cases.
✓1,112 G2 reviews at 4.7: strongest peer validation score in the B2C retail customer service AI category, providing procurement confidence and peer reference depth for premium brands evaluating AI customer service for the first time.

Limitations

⚠Enterprise-only pricing starting at $100K+/year excludes SMB and small DTC brands: Gladly's premium positioning and enterprise procurement requirements exclude smaller ecommerce and DTC brands that need Gorgias ($10/month) or Help Scout ($25/user/month) instead.
⚠B2C retail focus limits cross-industry applicability: Gladly's design and positioning is optimized for retail, hospitality, and DTC; B2B SaaS, financial services, and other sectors get less value from the LTV-focused people-not-tickets architecture than horizontal helpdesk alternatives.
⚠Demo-required enterprise sales process with no published pricing: evaluating Gladly requires a full demo and sales engagement before any budget estimate, which creates friction for teams comparing multiple vendors simultaneously with transparent pricing.

Technical Details

Deployment

webapi

Model architectureProprietary

Avg setup time6-16 weeks (sales-led discovery, data migration, commerce/CRM integration, AI brand voice training, Hero/agent rollout)

Autonomous rateGladly AI resolves 76% of conversations fully autonomously across voice, chat, SMS, email, and social. AI can handle end-to-end conversations or seamlessly hand off to human agents based on configured Guides. Documented customer outcomes include 3x resolution rate increases and 2.2x revenue per conversation.

Integrations

SalesforceShopifyMagentoKlaviyoTwilioWhatsAppInstagramFacebookApple Business Chat

Security

SOC 2 Type IIPCI DSSGDPRCCPA