Gladly
One lifelong customer conversation instead of a ticket queue.
About
Gladly replaces tickets with a single continuous conversation per customer across voice, SMS, email, chat, and social — follow-ups never start from zero. Its Sidekick AI automates product discovery, checkout help, returns, and delivery questions inside that thread, trained on what the company says are 450 million retail conversations. Hero AI assists agents with summaries and suggested replies.
This is premium territory: roughly $180–$210 per user per month billed annually, with seat minimums, and Sidekick conversations billed separately at about $0.60 each — including assists where a human still closes. The 41%-cart-recovery and conversion-lift figures are company-reported without independent audit. Best suited to large retail and DTC teams where voice is a primary channel and the budget matches.
What it can do
- Lifelong conversation threads, Sidekick AI automation, Hero AI agent assist, native voice/IVR, omnichannel routing, people-match routing, reporting
Setup
Sales-led implementation; migrate channels into Gladly's conversation model.
Prerequisites
Enterprise budget; minimum seat commitments on annual billing.
Use cases
Works with
Trust score — 7/10
Scored 7/10 (verified tier, metrics-v1). Evidence: Lifelong customer conversation thread replacing tickets; Sidekick AI for retail automation; verified via getmacha, hiverhq, contactwithai, tekpon; Hero ~$180 / Superhero ~$210 per user/mo billed annually with seat minimums; Sidekick ~$0.60/conversation including assists; 450M retail conversations and cart-recovery figures are company-reported, unaudited; no public pricing page.
Sources
Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.