Overview

Gladly is a people-centered customer service platform designed for B2C retail and hospitality brands.

What it covers

Core philosophy of “people-centered” design - like Kustomer, focuses on customer identity rather than tickets, with lifelong conversation history. Features: unified customer profile, all-channel support (voice, email, chat, SMS, social), knowledge base, payments integration, IVR.

AI capabilities

Customer AI for automation, Sidekick AI chatbot, AI Voice for phone support.

Pricing

Approximately $150-180/user/month plus $0.60 per AI conversation - premium positioning.

Target audience

B2C retail and hospitality brands valuing customer experience.

Notable customers

Nordstrom, Warby Parker, Crate & Barrel, Allbirds, Ulta Beauty.

Pros

People-centered design philosophy, strong in retail/hospitality, unified conversation history, premium customer experience focus.

Cons

Premium pricing not suitable for budget-conscious, specific vertical focus (retail/hospitality), higher AI conversation fees than some competitors.