Gladly

What it does

Gladly is a customer service platform built around a lifelong customer conversation rather than a ticket queue: every channel a customer uses (chat, email, voice, SMS, social) rolls into one continuous thread, and agents see the full history without switching screens. It has repositioned recently around "agentic commerce," meaning its AI layer (branded Gladly AI, formerly Sidekick) is meant to both answer routine questions and support sales conversations, not just deflect tickets. Gladly does not publish pricing. Third-party estimates from mid-2026 put its Hero/Team package around $180/user/month and a higher Superhero tier around $210/user/month, both with roughly a 10-seat minimum on annual contracts, plus usage-based AI conversation fees and telephony charges — these are not official numbers and should be confirmed directly with Gladly.

Who this helps

• Mid-market to enterprise consumer brands with complex, multi-channel support volume

• Teams that want a single customer-centric view instead of ticket-per-channel silos

• Retail and ecommerce brands exploring AI-assisted sales-plus-support workflows

• Not a fit for small teams or anyone needing transparent, self-serve pricing