Gladly / gladly.com
AI-powered customer service platform designed for retail and e-commerce that organises service around customers (not tickets), providing AI task automation, proactive service, and AI agent assistance.
Pricing
Free
Free plan
No
Category
Developer Tools
Platforms
4
Free plan
No
API access
No
Open source
No
Platforms
4
Gladly is a customer service platform that differentiates by organising service around the customer rather than the ticket — every interaction a customer has had (calls, emails, chats, social) appears in one continuous conversation thread rather than separate disconnected tickets. This customer-centric view enables service agents to provide personalised service with complete relationship context.
Hero AI is Gladly's AI product — an autonomous AI customer service agent that handles common retail customer requests (checking order status, initiating returns, answering product questions, processing exchanges) through self-service without human agent involvement. For retail brands with high volumes of repetitive service requests, Hero AI deflects routine interactions.
AI task automation within Hero AI completes transactional service tasks — initiating a return in the OMS, looking up an order status in the e-commerce platform, processing an exchange — rather than just answering questions. The AI takes action in connected systems, not just providing information.
Agentless support allows brands to automate entire service journeys without human agents for specific request types — identifying the customer, understanding the request, taking action in connected systems, and confirming resolution completely through AI.
Proactive notifications use AI to reach out to customers before they contact support — alerting customers about delays, issues, or relevant information proactively. Proactive service reduces inbound contact volume by addressing concerns before customers need to inquire.
Gladly AI runs as conversational ai agent software built around text workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web, ios, and android.
The capabilities that matter most for teams evaluating Gladly AI.
Autonomous AI customer service handling retail requests completely — taking transactional actions in OMS and e-commerce systems (returns, exchanges, order lookups) without human agent involvement.
AI-triggered outreach alerting customers to delays and issues before they contact support — reducing inbound contact volume by addressing concerns proactively.
All customer interactions unified in one continuous thread regardless of channel — providing agents with complete relationship context that ticket-based systems fragment across disconnected records.
Enterprise licensing. No public pricing. Annual contracts. Demo available.
Model
Enterprise
Starting price
Free
Free trial
Yes
Zendesk (covered) is widely deployed customer service. Salesforce Service Cloud provides CRM-integrated service. Kustomer (covered by Meta) provides customer-centric CX. Intercom (covered) provides product-focused customer messaging.
A side-by-side look at the closest alternative in this category.
Key facts about model providers, platforms, and team support.
Model Provider
OpenAI, Gladly
Platforms
Web, iOS, Android, API
Deployment
SaaS
Integrations
Shopify, Magento, Klaviyo, Salesforce, OMS systems, API
Team Collaboration
No
Launch Year
2022
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. Enterprise data handling agreements.
Customer service interaction and order data processed on Gladly's infrastructure. Review data handling for customer service data integration with e-commerce systems.
Editorial Verdict
Gladly is the best AI customer service platform for premium retail and e-commerce brands wanting customer-centric service views, AI transactional task completion, and proactive service capabilities.
Last verified July 24, 2026.
With customers including Nordstrom, Warby Parker, and Crate & Barrel, Gladly validates for premium retail customer service.
Enterprise licensing. No public pricing. Annual contracts. Demo available.
Enterprise licensing. No public pricing. Annual contracts. Owned by Meta. Demo available.
SOC 2 Type II. ISO 27001. GDPR compliant. Enterprise data handling agreements.
SOC 2 Type II. ISO 27001. GDPR compliant. Enterprise data handling agreements. Meta data handling standards.
Customer service interaction and order data processed on Gladly's infrastructure. Review data handling for customer service data integration with e-commerce systems.
Customer service and order data processed on Kustomer's infrastructure. Review Meta data handling implications for Kustomer customer data given platform ownership.
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