Gladly capabilities
8 mapped capabilities, each graded and dated. The map shows what Gladly can do; the audit shows whether it’s worth consolidating — and a guide shows how to move.
Capabilities
AI self-service resolution
provisionalverified ~2 months agoAutomatically answers and resolves routine customer inquiries — including returns, exchanges, order status, and account changes — across channels without agent involvement.
Agent assist and AI summaries
provisionalverified ~2 months agoSurfaces AI-generated conversation summaries, suggested replies, and real-time translation to help human agents respond faster and more accurately.
Conversational sales assistant
provisionalverified ~2 months agoHelps customers discover products and complete purchases within support conversations, turning service interactions into revenue opportunities.
Insights and reporting
provisionalverified ~2 months agoTracks customer trends, team performance metrics, and resolution rates across channels to give support leaders visibility into operations.
Integrations and app platform
provisionalverified ~2 months agoConnects Gladly to ecommerce platforms, CRM, workforce management, returns management, loyalty, and data pipeline tools through ready-to-install apps and a custom App Platform.
Omnichannel conversation threading
provisionalverified ~2 months agoConnects all customer interactions across voice, SMS, email, chat, WhatsApp, Messenger, social messaging, in-app support, and custom channels into a single persistent conversation timeline that never resets.
Plans and pricing
provisionalverified 26 days agoGladly uses custom, quote-based pricing with no publicly listed tiers. Prospective customers engage via a demo or direct sales contact to receive a tailored quote.
Voice AI
provisionalverified ~2 months agoHandles inbound phone conversations with AI that understands full customer context, resolving calls without routing to an agent for qualifying issues.