--- description: Review of Gladly Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Gladly | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [VoIP Software](/directory/4508/voip/software) > [Gladly](/software/168565/gladly) # Gladly Canonical: https://www.softwareadvice.co.nz/software/168565/gladly Page: 1 / 7\ Next: [Next page](https://www.softwareadvice.co.nz/software/168565/gladly?page=2) > For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings you need AND the customer devotion that drives lasting business value. Trusted by the world's most customer-centric brands—including Crate \& Barrel, Breeze Airways, and Ulta Beauty—Gladly is purpose-built to engage customers, not deflect them, turning everyday interactions into loyal customers for life. > > Verdict: Rated **4.8/5** by 139 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.8/5** | 139 Reviews | | Ease of Use | 4.9/5 | Based on overall reviews | | Customer Support | 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 - API - Activity Tracking - Agent Interface - Alerts/Escalation - Automated Responses - Automated Routing - Automatic Call Distribution - Autoresponders - Batch Communications - Blended Call Centre - Call Centre Management - Call Conferencing - Call Logging - Call Monitoring - Call Recording - Call Routing - Call Scripting - Campaign Management ## Integrations (43 total) - Ada - Adobe Commerce - Asana - Assembled - BigCommerce - Calabrio ONE - Delighted - Fivetran - Formstack Suite - Hark - HiOperator - Hightouch - Idiomatic - Klaviyo - Kodif ... and 28 more integrations ## Support Options - Email/Help Desk - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [VoIP Software](https://www.softwareadvice.co.nz/directory/4508/voip/software) ## Related Categories - [VoIP Software](https://www.softwareadvice.co.nz/directory/4508/voip/software) - [Chatbot Software](https://www.softwareadvice.co.nz/directory/3923/chatbot/software) - [Conversational AI Platforms](https://www.softwareadvice.co.nz/directory/4010/conversational-ai-comparison/software) - [IVR Software](https://www.softwareadvice.co.nz/directory/1572/ivr-system/software) - [Contact Centre Software](https://www.softwareadvice.co.nz/directory/4389/contact-center/software) ## Alternatives 1. 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[Freshdesk](https://www.softwareadvice.co.nz/software/110247/freshdesk) — 4.5/5 (3425 reviews) ## Reviews ### "Awesome platform" — 5.0/5 > **Rachel** | *27 November 2023* | Consumer Services | Recommendation rating: 10.0/10 > > **Pros**: Gladly makes it very easy to work with a few different channels to communicate with customers > > **Cons**: It sometimes gets slow but it seems like it gets fixed pretty quickly ----- ### "Gladly Delivers Simplicity, Efficiency, and True Partnership" — 4.0/5 > **Ryan** | *27 August 2025* | Consumer Goods | Recommendation rating: 8.0/10 > > **Pros**: What I like most about Gladly is that it brings everything together in one place. Instead of juggling multiple platforms, our advocates can see the entire customer history across phone, chat, SMS, email, and social in a single timeline. As someone who manages our internal knowledge base (Gladly Answers), I also appreciate how easy it is to build and maintain solutions that streamline the experience for both customers and advocates. The platform helps us resolve issues faster, reduces repeat contacts, and ultimately makes our team more efficient, while giving customers a smoother and more personalized experience. > > **Cons**: Gladly works really well for us, but there are still a few features that would make a big difference for both customers and advocates. At the top of our wishlist are live chat message preview (so advocates can prepare responses faster during busy chat times) and preview dialers for Collections (to give those teams context before they call customers). On the management side, having role-based idle/logout settings, scheduled reporting, and an observer-only role for cross-functional partners would reduce manual work and improve collaboration. And while smaller, quality-of-life updates like dark mode, custom notification sounds, collapsible inbox categories, and even direct CSAT offerings within the conversation flow would go a long way in helping our team stay focused, efficient, and more connected to the customer experience. > > Overall, my experience with Gladly has been very positive. As a Customer Experience Manager, I appreciate how it consolidates every channel into one timeline and provides advocates with the context they need to resolve issues quickly and confidently. Maintaining Gladly Answers has also made it easier for me to streamline solutions and reduce repeat contacts, which benefits both our customers and our team. While there are still a few features on our wishlist that would make day-to-day operations even smoother, Gladly has already improved efficiency, collaboration, and the overall experience we’re able to deliver. I also want to highlight the people behind the platform. Our CSM, \[sensitive content hidden\], has been absolutely amazing to work with on a bi-weekly basis — not only providing product updates, but also actively meeting our needs and helping us streamline workflows. And during implementation, \[sensitive content hidden\] and especially \[sensitive content hidden\] went above and beyond, holding our hands through the entire setup and ensuring we were 100% ready to transition with confidence. ----- ### "Good" — 5.0/5 > **Laura** | *14 January 2022* | Furniture | Recommendation rating: 5.0/10 > > **Pros**: Easy to get information and view the messages > > **Cons**: Customer not able to see us writing them back ----- ### "The perfect tool for startups and enterprise businesses" — 5.0/5 > **Brian** | *8 October 2025* | Biotechnology | Recommendation rating: 10.0/10 > > **Pros**: Gladly has proven to be a strong tool for us as a startup. We were starting from nothing and Gladly's unified suite of products and seamless integrations proved to be the solution that best fit our needs. > > **Cons**: There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching out to Support, those are not available. (Recharge Subscription cards being the primary one- we wanted an all in one solution, but unfortunately, have to maintain agent access to Recharge to manage subscriptions) ----- ### "Gladly is great\!" — 5.0/5 > **Michael** | *25 August 2025* | Consumer Goods | Recommendation rating: 10.0/10 > > **Pros**: The ease of use and being able to see the customer's profile and conversation timeline has been a lifesaver. No more switching through 'tickets' to figure out the problem. > > **Cons**: Reporting can take some time to understand and some of the terminology that Gladly uses can be a tad confusing at first. > > The experience with Gladly as a platform and all of the folks we have worked with there has been great\! ----- Page: 1 / 7\ Next: [Next page](https://www.softwareadvice.co.nz/software/168565/gladly?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/168565/gladly) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data