Gladly
Person-centered customer service platform built around the customer, not the ticket
- Pricing
- Custom quote
- Deployment
- Cloud / SaaS
- Popular with
- Retail and ecommerce
- Founded
- 2014
About Gladly
Gladly pricing at a glance: Customer-centric service platform with one continuous conversation per customer across every channel. Quote-based, enterprise-oriented pricing.
Gladly rejects the ticket as the unit of customer service. Instead of opening and closing cases, agents see one continuous conversation per customer that spans phone, chat, email, SMS and social messaging, so nobody asks a loyal customer to repeat their story.
The platform focuses on agent experience and routing. Conversations can be assigned to the best available person rather than to a queue, and the customer sidebar pulls order and profile data in from the store. Gladly pricing is not published, though third-party reports describe per-user pricing with annual contracts and seat minimums.
Because AI sessions, voice and messaging are usage-based, the real annual cost depends on volume. Brands that already treat service as a competitive advantage will value the design; teams that simply need an affordable inbox should compare lighter tools first.
Gladly is a good match for brands where service is part of the product, such as premium consumer goods, travel or subscription businesses. Its single-conversation model reduces handoffs and repeat explanations, which helps with customer satisfaction, though it asks teams to change habits built around ticket queues and resolution counts.
When you request a quote, specify channel mix and expected AI usage so the estimate includes voice minutes, SMS and AI conversations. Confirm the seat minimum for your plan, the length of the initial term, implementation scope and whether data migration is included. Because pricing is reported by third parties, treat any number you read online as a starting point for negotiation.
Keep researching: best help desk software for small business, help desk pricing compared.
Popular with: Retail and ecommerce
Features
- AI assistant
- Automation
- Customer data sidebar
- Multichannel messaging
- Reporting and analytics
- Voice and calling
Integrations
Pricing
Hero
Not published by Gladly; third-party reports cite annual billing and a 10-user minimum
Superhero
Reported 45-user minimum, adds advanced routing and workforce tools
Usage fees
Voice AI, SMS and Sidekick AI conversations are billed on top, per reports
Pricing verified November 2026 against the vendor pricing page. Check the vendor for current pricing. How we evaluate software.
Pros and cons
Pros
- One lifelong conversation per customer instead of ticket-by-ticket history
- Agents work in a single view across voice, chat, email, SMS and social
- Good fit for brands that sell on service quality
- Dedicated onboarding and customer success for enterprise rollouts
Cons
- Gladly does not publish pricing, and figures come from third-party reports
- Reported seat minimums make it unsuitable for very small teams
- No public free trial
- Usage-based AI and telephony fees can raise the total
Frequently asked questions
How much does Gladly cost?
Gladly does not publish pricing. Third-party reports put Hero at about $180 and Superhero at about $210 per user per month, billed annually, with seat minimums. Request a quote to confirm.
Does Gladly have a free trial?
No public free trial is offered. Access typically starts with a sales-led demo.
What makes Gladly different from a ticketing help desk?
It organises history around the customer rather than the ticket, so an agent sees one continuous conversation across channels.
Are AI and voice included in Gladly pricing?
Reports suggest usage-based fees for voice AI, SMS and AI conversations apply on top of seat pricing, so ask for these in writing.
What are the best alternatives to Gladly?
Kustomer, Zendesk and Intercom are common alternatives. Compare minimum contract size and usage fees before choosing.
User reviews
Alternatives to Gladly
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Gladly vs Chatwoot
| Gladly | Chatwoot | |
|---|---|---|
| Starting price | Custom quote | $0/mo |
| Free version | No | Yes |
| Free trial | No | Yes |
| Deployment | Cloud / SaaS | Android, Cloud / SaaS, iOS, On-premise |
| Best for | Established consumer brands that want a single, continuous conversation per customer | Technical teams that want an open-source, self-hosted support tool |
| Not ideal for | Small teams with limited budgets or no appetite for annual enterprise contracts | Teams without engineering support |
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