Gladly
Procurement partnerAbout
Gladly is an agentic commerce platform that provides AI-powered customer experience software for retail brands. The platform combines conversational commerce, lifelong customer memory, and omnichannel support to help brands sell, serve, and support customers from a single unified interface. Gladly serves brands with both AI agents and human agent tools, enabling personalized shopping assistance, customer service, and revenue generation across chat, email, SMS, voice, and social channels.
Details
Website
gladly.aiOfferings
10 active
VenSearch Intelligence
Ideal Customer
- Gladly's sweet spot is mid-market to enterprise B2C brands — particularly those in retail, DTC e-commerce, apparel, beauty, and travel/hospitality — that manage high volumes of customer interactions and compete heavily on customer loyalty and lifetime value.
- Third-party analysts describe the ideal buyer as a Head of CX or VP of Customer Service at a brand doing meaningful e-commerce volume, ideally with 20 to 500 support agents handling 50,000-plus monthly contacts around orders, shipping, and returns.
Key Differentiators
- Gladly's defining architectural differentiator is its people-centric, ticket-free data model: every interaction across all channels is organized into a single lifelong conversation per customer rather than discrete tickets, giving both AI and human agents permanent, compounding context.
- This approach has earned Gladly the 2025 CCW Excellence Award for Disruptive Technology of the Year (beating finalists including Microsoft and Observe.AI), the 2025 RetailTech Breakthrough 'Overall Customer Experience Solution of the Year,' two Gold Stevie Awards in 2026 for Best Use of AI in Customer Service and Best AI-Driven Customer Experience, and four consecutive years on G2's Best Software Awards (ranking in the top 4% of Customer Service Products).
Industries Served
- Gladly is purpose-built for B2C consumer brands, with its deepest penetration in retail, e-commerce, apparel, beauty, home goods, and travel/hospitality.
- Marquee customers include Nordstrom, Ulta Beauty, Crate & Barrel, Ralph Lauren, Warby Parker, REI, Bombas, Allbirds, and Breeze Airways.
Service Coverage
- Gladly is headquartered in San Francisco, California, and primarily serves brands in North America, with its strongest customer concentration in the United States.
- However, the platform supports international operations — its customers span multiple continents, and the platform supports multilingual publishing and international voice calling via Twilio's network.
Partnerships
- Gladly is a Shopify Plus Certified App partner, giving it preferred status within Shopify's ecosystem for Plus-tier merchants, and offers deep native integrations with Shopify that enable real-time order management, refunds, and cancellations directly within the platform.
- The company integrates with over 30 technology platforms, including Salesforce (CRM and Commerce Cloud), Klaviyo, BigCommerce, Magento, Loop, Recharge, Recurly, ShipHero, Twilio (for voice), Medallia, Stella Connect, Slack, WhatsApp, Instagram, Facebook, and Apple Business Chat.
Company Size & Ownership
- Gladly was founded in 2014 by Joseph Ansanelli, Michael Wolfe, and Dirk Kessler, and currently employs approximately 200–225 people, with employees spread across multiple continents.
- Estimated ARR is approximately $47.7 million as of 2024, up from $30.5 million in 2023, reflecting strong recent growth.
Compliance & Certifications
- Gladly holds SOC 2 Type II certification and undergoes annual renewal audits, and is also PCI-DSS compliant to support secure payment data handling within the platform.
- The platform additionally complies with GDPR, CCPA, and maintains a Data Processing Agreement (DPA) for customer data governance.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
10 offeringsAI Deployment and Configuration Service
A deployment and configuration offering that gets Gladly live for retail brands in weeks rather than months, using pre-built connectors for platforms like Shopify, Salesforce, and Magento, and a no-code configuration layer managed by CX teams without engineers. It includes simulation testing against historical conversations before go-live and ongoing self-improvement after launch.
AI Shopping Assistant
An AI-powered shopping assistant that delivers personalized product guidance, smart upsell recommendations, and 1:1 shopping experiences at scale directly on a brand's website. It uses complete conversation history to provide relevant product suggestions, proactively engages hesitant shoppers, and hands off to human agents with full context when needed.
Answers
A knowledge base feature that allows brands to publish answers from a single source across multiple channels and languages to keep customer experiences consistent and efficient. It provides agents with accessible, up-to-date information to resolve conversations faster.
Conversation Timeline
A feature that provides agents and AI a single threaded history of every customer conversation across all channels, including chat, email, SMS, social media, and voice. It ensures that every team member has complete context before responding, eliminating the need for customers to re-explain their situation.
Customer Profile
A unified customer profile feature that consolidates each customer's history, preferences, loyalty status, and relationship data into a single, easy-to-access view. It eliminates the need to search across multiple systems, enables agents and AI to recognize customers instantly, and supports flexible data integrations to pull in brand-specific data.
Gladly AI (Agentic Commerce Platform)
Gladly's core AI platform that guides, remembers, unifies, and converts shoppers across the entire customer journey. It acts as a single AI across shopping and service interactions, recognizing individual customers by their history and preferences, and delivering personalized recommendations and resolutions without switching between bots or losing context.
Gladly People Match (Smart Routing)
A skills-based routing feature called People Match that connects customers to the most appropriate human agent based on customer context, history, LTV, sentiment, urgency, and required skills. It supports dedicated team member assignments and seamless channel switching so customers never have to repeat themselves or restart a conversation.
Insights & Reporting (Customer Analytics Platform)
A customer experience analytics platform that provides unified dashboards, real-time and historic reporting, and custom reporting capabilities across voice, email, chat, SMS, and messaging channels. It enables CX teams to track team member performance, measure CSAT, and connect operational metrics to revenue, retention, and customer lifetime value.
Lifelong Customer Memory
A capability that maintains a permanent, unified customer record across every channel, AI interaction, and human agent interaction for the life of the customer relationship. Every message, resolution, and preference is captured automatically in real time so that both AI and human agents always start with full context, and memory compounds over time to improve personalization and loyalty.
Voice AI
A voice AI feature that handles inbound customer calls with natural conversation, no IVR maze, and no hold music, delivering fast answers and completing actions from start to finish. It is described as operating with zero handle time and is integrated into the same unified Gladly platform that handles all other channels.
Considering Gladly?
Our team will work with you to determine if Gladly is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.