--- description: Get information about Gladly price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Gladly Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/22/customer-service/software) > [Gladly](/software/156723/gladly) # Gladly Canonical: https://www.capterra.in/software/156723/gladly Page: 1 / 7\ Next: [Next page](https://www.capterra.in/software/156723/gladly?page=2) > The only CX AI delivering cost savings AND customer devotion. Purpose-built to engage, not deflect. Learn more at gladly.ai > > Verdict: Rated **4.8/5** by 139 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Gladly? We partner with SMBs and large Enterprise B2C companies in Retail, ecommerce, Travel and Hospitality as well as contact centers to keep up with today's customer needs. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.8/5** | 139 Reviews | | Ease of Use | 4.9/5 | Based on overall reviews | | Customer Support Software | 4.8/5 | Based on overall reviews | | Value for Money | 4.8/5 | Based on overall reviews | | Features | 4.8/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Gladly Software - **Location**: San Francisco, US - **Founded**: 2014 ## Commercial Context - **Pricing model**: Other - **Pricing Details**: Pricing: Subscription — Gladly Hero \& Sidekick Consumption-Based — Sidekick Overview: Gladly’s AI pricing is outcomes-based. Unlike most platforms that charge by seat, volume, or only for full resolutions, we charge for two clear results: Resolutions — when AI fully handles a conversation end-to-end. Assists — when AI supports an agent before handoff by gathering context, authenticating the customer, scoping the issue, or summarizing the interaction. These capabilities consistently reduce handle times and make service faster and more personal. If a vendor isn’t charging for assists, it likely means their AI isn’t capable of delivering them. At Gladly, pricing is aligned with performance. Our AI is designed to do real work—resolving issues or setting agents up for success from the start. Please contact Gladly for more detailed information on pricing. - **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian - **Available Countries**: Australia, Botswana, Canada, Denmark, Fiji, Finland, Ghana, Hong Kong SAR China, Iceland, Ireland, Israel, Kenya, Malaysia, Malta, Namibia, New Zealand, Nigeria, Norway, Papua New Guinea, Qatar and 9 more ## Features - AI Copilot - AI/Machine Learning - Agent Interface - Alerts/Escalation - Automated Responses - Automated Routing - Automatic Call Distribution - Autoresponders - Call Center Management - Call Logging - Call Monitoring Software - Call Recording Software - Call Routing - Call Scripting - Campaign Management Software - Chat/Messaging - Chatbot software - Computer Telephony Integration - Content Management Software (CMS) - Customer Database - Customer Support Software - Customizable Branding - Dashboard Software - Feedback Management - IVR - Inbox Management - Interaction Tracking - Issue Tracking Software - Knowledge Base Management - Macros/Templated Responses - Mobile Access - Multi-Channel Data Collection - Natural Language Processing - Negative Feedback Management - Personalization Software - Proactive Chat - Queue Management - Real-time Consumer-facing Chat - Reporting/Analytics - Self Service Portal - Service Level Agreement (SLA) Management - Survey/Poll Management - Surveys & Feedback - Template Management - Text Analysis Software - Third-Party Integrations - Transcripts/Chat History - Transfers/Routing - Voice Mail - Workflow Management Software ... and 3 more features ## Integrations (42 total) - Ada - Adobe Commerce - Asana - Assembled - BigCommerce - Calabrio ONE - Delighted - Fivetran - Formstack Suite - Hark - HiOperator - Hightouch - Idiomatic - Klaviyo - Kodif ... and 27 more integrations ## Support Options - Email/Help Desk - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) ## Related Categories - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) - [Call Center Software](https://www.capterra.in/directory/30007/call-center/software) - [VoIP Software](https://www.capterra.in/directory/30940/voip/software) - [Chatbot software](https://www.capterra.in/directory/32448/chatbot/software) - [IVR Software](https://www.capterra.in/directory/30231/ivr/software) ## Alternatives 1. 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Whether a customer sends a private message to the brand’s social media account, shoots an SMS to check on an order’s progress, writes an email to detail their problem, or calls directly to communicate, all these conversations scattered across different channels are automatically organized by the platform into a complete, coherent timeline, arranged clearly in chronological order. This eliminates the need for us to switch between five or six different systems to dig up records. > > **Cons**: Thanks to this timeline that strings together all interactions, our entire team can fully grasp every customer’s complete experience interacting with our brand. From the first time a customer asked about the size of a product to a previous after-sales issue with a package, every past conversation is clearly stored in that single timeline. We no longer need to repeatedly confirm with customers, “Did you call in previously?” or hunt for old records scattered across different channels. We can pull up a customer’s full background at any time, so support agents can deliver personalized, thoughtful service instead of using generic, one-size-fits-all scripted lines. It also integrates perfectly with all our marketing activities; every conversation between an agent and a customer aligns with the brand’s unified tone and messaging, so customers never feel that the support team is a back-office department completely disconnected from the brand’s front-end marketing promotions. Instead, they feel that they are interacting with the same consistent brand from start to finish. > > While this platform performs flawlessly at organizing customer communications and straightening out all chat content, its built-in data reporting function is far from sufficient to meet our marketing team’s needs. We have long hoped it would launch more in-depth analysis features, such as the ability to interpret the sentiment in customer communications, whether they are satisfied, impatient, or have concerns, and to directly tie the content of support conversations to the performance of specific marketing campaigns, to clearly calculate how many effective interactions those campaigns generated. ----- ### "Admin for over 6 Years, incredibly happy" — 5.0/5 > **Benjamin** | *2 November 2025* | Consumer Goods | Recommendation rating: 10.0/10 > > **Pros**: It's a wonderful CX platform. We handle oall of our volume via Gladly. A lot of out of the box featuresand we also use their AI products. > > **Cons**: Not much, overall really happy with the platform. I would never say no to a decrease in pricing even though I think the pricing is fair based on the market. > > Overall, incredibly positive. We have used them for years, and it is a great platform. I have continued to renew with them. When you are a D2C eCommerce brand I would highly recommend. ----- ### "Happy Gladly Customer" — 4.0/5 > **Stephanie** | *17 February 2026* | Consumer Goods | Recommendation rating: 10.0/10 > > **Pros**: One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. > > **Cons**: The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. > > Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality. ----- ### "Gets the job done with great support" — 4.0/5 > **Kelly** | *8 October 2025* | Consumer Services | Recommendation rating: 8.0/10 > > **Pros**: Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true\! > > **Cons**: There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. > > Overall, there were cons, but the pros did outweigh them. Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. ----- ### "Great service but could be better." — 4.0/5 > **Joseph** | *13 October 2025* | Retail | Recommendation rating: 6.0/10 > > **Pros**: What I liked most about Gladly was the sleek design of the CRM. I was able to understand each conversation and find information quickly. > > **Cons**: What I did not like about Gladly was the reporting. There were a few pieces of manual work that had to be done to see some key metrics and statistics that should have been readily accessible. I also did not like that we had not been reached out to by any Account manager during the life of the contract, and were strong-armed into renewing due to the run-around provided when trying to reach one. > > Our experience was good, but there are other platforms in the industry that can provide the same experience and more. ----- Page: 1 / 7\ Next: [Next page](https://www.capterra.in/software/156723/gladly?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/156723/gladly) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data