Gladly is a California-based customer service software company that offers an AI-powered platform focused on enhancing customer support by prioritizing individual customer experiences over traditional ticketing systems. The platform enables businesses to create personalized interactions by organizing all communications around customers, fostering a continuous conversation history that improves efficiency and personalization.

Gladly's innovative approach integrates various AI tools, such as Hero AI Authoring, Hero AI Summaries, and Hero AI Replies, to boost agent productivity and service quality. The platform supports multiple communication channels, including voice, chat, SMS, email, and social media, allowing seamless conversations without customers needing to repeat themselves. A standout feature is Sidekick on Voice, which provides personalized phone interactions by utilizing comprehensive customer history.

The platform also includes self-service capabilities powered by AI, allowing customers to resolve issues independently while adhering to brand policies. Gladly operates on a subscription-based pricing model, making it a scalable solution for businesses. The company serves a variety of B2C brands, including Crate & Barrel, Ulta Beauty, and Tumi, and is designed for customer experience leaders seeking to enhance service quality and operational efficiency.