Gladly: AI Customer Support
Resolve orders, returns, and questions automatically with AI support built for growing businesses.
#404 of 1,352 in Store management · Helpdesk
- Rating
- 4.7 from 28 reviews
- Rating from stores in the top 100k
- 4.8
- On Shopify since
- 2021
- Pricing
- Free plan available
- Seen on
- 350+ stores
What merchants say
Read all 29 with sourcesEvery review carries the store that wrote it and how big that store is, and 2 of them are complaints you can read in full.
- 5★2026-01-23
We just converted to Gladly and it was a very easy process to get the CRM set up and running. Highly recommended if you are in the market to streamline your customer service. All communication channels in one place, no tickets, just conversations. Agent adoption has been quickly and painless. Update January 2026 - We've recently deployed Gladly AI across Chat, SMS, Email and Voice and we are very impressed with our resolution rates as well as the ease of AI management within the Gladly toolset. Definitely recommended if you are looking for a human approach to AI / Automation.
MaryRuth Organics · outside the top 100k
- 4★2026-01-22
Gladly is a great app and a vast improvement over the previous one we were using that begins with a G and ends with an S. The only reason for 4 rather than 5 stars is that we are a small team and Gladly is primarily designed for large / enterprise companies. We've made it work and are happy, but if you're a small team just keep that in mind, it takes some weeding through the irrelevant enterprise level features to get it optimized.
BioPower Pet · top 100k store
- 5★2025-12-08
Great app and connection with Shopify. We love the quick actions and the imagery and details that flow through to Gladly to help our CX team handle inquiries even quicker!
Ollie Pets · outside the top 100k
- 5★2022-09-12
I really love that all channels are available in one platform as well as the history of communication for each customer in one thread. That makes it so much easier for us to look into different issues and see customer behavior, interactions, and notes. The Gladly support team is also very quick and responsive to any issues that come up. Some feedback I have is that it would be nice if forwarding was also available for social DM’s, if agent reporting was able to be broken down by channel and average (for example, emails/hr), if a Create Order action was available in Gladly, partial refunds were an option in Gladly, and if people matching was available for calls. But overall, Gladly has been great and we're confident more improvements will be made over time. Our team is loving it so far!
Halfdays · top 100k store
- 5★2022-06-27
Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.
Super Coffee · top 10k store
- 5★2022-06-22
Gladly allows us to give our customers the best experience possible while providing a system that is easy-to-use for agents and thoughtfully built. We have had a great experience with Gladly and want to give a huge shout-out to Melissa, our Customer Success Manager, for making our for journey better than we could have imagined. From launch to maintenance to optimization and planning, we have been very happy with our results and Gladly's continued support.
Because Market · outside the top 100k
Link to this reviewVerify at sourcebecause-stage-2.myshopify.com
- 5★2022-06-07
This is the best customer service platform out there, so easy to onboard and the "conversation" structure with customers really helps agents offer the best customer service experience. And none of those annoying tickets.
TA3SWIM · unranked store
- 5★2022-06-01
Gladly is the best helpdesk in the game right now. It's incredibly easy for agents to use which immediately translates into a favorable customer interaction. Our work rate essentially doubled overnight and our response times were cut in half. Gladly doesn't have many of the out of the box integrations that other help desks may have, but I believe their product team listens to feedback and is continually pushing new features. Their customer service far exceeds Zendesk's.
Elysium Health · top 100k store
- 5★2022-06-01
Gladly is great. The chaos that was our former customer service set up is over. They were so great and patient setting us up. Everything is so much more organized and customers are being helped quickly without things falling through the cracks.
SPLITS59 · top 100k store
- 5★2022-05-27
Completely transformed and streamlined our client care team. The way that agents can seamlessly switch between contact channels is very efficient. The implementation process is very thorough and the offerings can be tailored to match needs. We will be able to grow with gladly for a very long time!
FoundRae · top 10k store
Read all 29 with sources – and filter them to the complaints, the recent ones, or the stores big enough to matter.
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