Gladly

What is Gladly?

Gladly is a customer service platform for enterprise retail brands. Each customer has one running conversation across web chat, voice AI, SMS and email. AI agents guide shoppers, answer service questions and hand off to human agents with the history attached.

Who is it for?

Mid-market and enterprise retail and consumer brands with high-volume service and a sales role for support. Customers on the site include Tory Burch, UGG, Nordstrom and Ulta Beauty. Small teams and teams that want published prices should look at Gorgias or Help Scout.

Pricing

Gladly publishes no prices. Pricing is by quote after a demo. The site shows no plans or per-seat figures. Prices checked on 6 October 2026.

Strengths

• One customer timeline across chat, voice, SMS and email, so agents do not ask customers to repeat themselves.
• AI agents cover both service questions and product recommendations.
• The vendor reports +19% conversion and 41% cart recovery for its customers. These are vendor claims.
• Names large retail customers on its homepage.

What to consider

• No public pricing, so budgeting requires a sales call.
• Built for enterprise retail. The site gives little for B2B or SaaS support.
• Conversion figures come from the vendor, not an independent study.
• No self-serve trial on the pages reviewed.

Bottom line

Shortlist Gladly if you are a large retail brand that wants support and selling in one AI-assisted thread. Before buying, ask for a written quote and the contract minimum.