Gladly review

Gladly organizes support around the customer instead of the ticket. Each shopper has one Conversation Timeline that threads every past chat, call and email across channels, and the Customer Profile shows live context such as what they are browsing and what is in their cart. That makes it easier for an agent, or Gladly's AI, to answer an order question with the full history in view. The company now positions itself as an AI commerce platform: a single AI handles shopping help and service, from product recommendations to returns, so customers are not passed between a sales bot and a service bot. Voice AI, smart routing, Team Assist and reporting with AI observability round out the platform. Gladly names large brands such as Rothy's, KÜHL, Deckers Brands and Condé Nast as customers. Pricing is not published, and there is no self-serve plan, so it suits retailers with sizable support teams and a budget for a sales-led rollout rather than small stores.

Who it is for

Large retail and DTC brands that want voice, chat and email in one lifelong customer timeline.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Conversation Timeline with every past chat, call and email in one thread
• Customer Profile with live context such as browsing and cart contents
• Shopping Assistant that recommends products in the chat
• Voice AI and smart routing
• Insights and reporting with AI observability

Strengths and weaknesses

• Strength: One thread per customer across every channel
• Strength: Sales and service handled by the same AI
• Strength: Used by large retail brands such as Rothy's and KÜHL, per Gladly
• Weakness: No public pricing; demo and quote required
• Weakness: Built for large brands, not small stores
• Weakness: Fewer self-serve setup options than Gorgias or Tidio

Key facts

• Pricing: Not published; contact sales
• Channels: Chat, voice and email in one timeline
• Customers named: Rothy's, KÜHL, Deckers Brands, Condé Nast

Where it ranks

Gladly is No. 8 in our Best Help Desk Software for Ecommerce verdict.