Gladly

Category: Sales/CRM

People-centred customer service, now agentic commerce.

Gladly is a customer service platform built around the person rather than the ticket, which is its distinguishing idea: every conversation with a customer across voice, chat, email, SMS and social appears as one continuous thread rather than a series of disconnected cases, so an agent sees the whole relationship. Sidekick is the AI layer, handling resolution autonomously with voice, guided answers and task completion. It has repositioned during 2026 as an agentic commerce platform, extending from service into transactions. The company moved to a new domain, and its founder stepped back to executive chairman with a new chief executive appointed. Pricing is no longer published: the pricing page redirects to the homepage and the previously advertised per-agent figure is gone, with the available evidence pointing to a shift toward resolution-based pricing.

Our verdict

The single-thread model is genuinely better than ticketing for any business with repeat customers, and anyone who has watched a customer re-explain their situation to a third agent will recognise why. Sidekick is capable and the move into agentic commerce is a logical extension for retail clients. Three caveats. Pricing has gone from the site entirely, with the per-agent figure removed and no replacement published, and the available signals point to resolution-based pricing, which can work well or badly depending on your volume profile, so model it carefully. Data residency is the bigger gap for UK buyers: SOC 2, PCI and GDPR compliance are claimed, but no EU or UK hosting region is stated anywhere on the trust or security pages, and one of those pages returns empty, so assume US hosting until someone confirms otherwise in writing. There is also no MCP server, which puts it behind much of this directory. It is US-centric with a direct-to-consumer retail focus and few UK reference customers.

Best for: Consumer and retail brands where customer relationships are long-running and the conversation history matters more than ticket throughput.

Pros

  • Single customer thread across voice, chat, email, SMS and social, not disconnected tickets
  • Genuinely better for businesses with repeat customers and long relationships
  • Sidekick handles resolution autonomously, including voice
  • Agentic commerce extension is a logical fit for retail clients
  • Claims SOC 2 Type II, PCI DSS and no training on customer data

Cons

  • Pricing has been removed from the site entirely, with no replacement published
  • Evidence points to resolution-based pricing, which needs modelling against your volumes
  • No EU or UK data residency stated anywhere, so assume US hosting until confirmed
  • One of their own trust pages returns empty
  • No MCP server
  • US-centric with a retail focus and few UK reference customers

Pricing: Pricing no longer published (Enterprise)

Rating: 4/5