Customer-Centric CX Platform
Gladly
People-Centric CX for Consumer Brands. 47% AI Resolution. $510M in Documented Customer Savings.
Gladly is the CX platform used by 263 leading consumer brands — built around unified customer profiles rather than ticket numbers. AI Sidekick resolves nearly half of all conversations automatically while Hero-assisted agents handle complex cases with complete relationship context, driving $510M in cumulative savings and 120% average revenue per conversation lift.
Industry Recognition & Certifications
Gladly Services Portfolio
AI self-service, omnichannel CX, marketplace support, and analytics — built around people, not tickets.
Gladly Customer AI — Sidekick & Hero
AI-powered self-service with Sidekick (customer-facing) and AI-assisted agent support with Hero (agent-facing) — resolving 47% of conversations automatically while preserving seamless escalation to human agents. Sidekick is trained on brand knowledge, product information, and interaction history to handle common requests without agent involvement. Hero surfaces relevant customer context, suggested responses, and knowledge articles in real time so agents resolve issues faster on contacts Sidekick cannot handle.
Omnichannel CX Platform
Unified voice, live chat, email, SMS, WhatsApp, social messaging, and in-app support — all conversations tied to a single customer profile rather than isolated ticket numbers. Gladly eliminates the channel fragmentation where customers must repeat themselves when switching from chat to voice — every agent sees the complete relationship history regardless of channel. Customer profiles accumulate interaction history, purchase data, and preferences, enabling context-aware service that recognizes customers as people rather than cases.
Marketplace CX
Specialized CX tools for marketplace operators managing buyer and seller support in a single platform — with context-aware routing that distinguishes buyer inquiries from seller support needs and applies appropriate handling. Marketplace operators benefit from Gladly's people-centric architecture: agents supporting both buyers and sellers see complete relationship history on each side without switching systems. AI assistance and omnichannel routing apply consistently across both buyer and seller queues.
CX Analytics & Performance
Real-time and historical analytics covering conversation outcomes, agent performance, AI resolution rates, channel mix, and customer satisfaction metrics — all accessible in a unified dashboard. Gladly analytics connect AI self-service performance with agent-handled contacts to give a complete picture of CX operations, including where automation succeeds and where human support adds the most value. CSAT measurement and trend tracking enable continuous improvement driven by actual customer feedback.
Why Gladly
Six reasons consumer brands choose Gladly over ticket-based CX platforms and generic contact center solutions.
Customer Profile — Not a Ticket Number
Gladly was designed from scratch around the concept of a people-centric customer record — not a ticket queue. Every interaction across every channel is stored in a single customer profile that any agent can see on any channel. Customers don't repeat themselves; agents see complete history; and the service experience reflects the relationship rather than the latest isolated ticket.
47% AI Resolution — Without Degrading CX
Gladly Sidekick AI resolves 47% of conversations automatically — not by blocking customers from reaching agents, but by genuinely answering their questions based on brand knowledge and purchase history. The AI is trained on brand-specific content rather than generic knowledge, producing accurate responses that reflect the organization's voice. Escalation to Hero-assisted agents happens seamlessly when automation reaches its limits.
$510M in Documented Customer Savings
$510 million in cumulative cost savings across 263 leading consumer brands represents some of the strongest documented ROI in the CX platform market. These savings come from a combination of AI deflection reducing agent volume, faster resolution times from unified customer profiles, and revenue uplift from agents who can sell and upsell with full customer context rather than managing isolated tickets.
True Omnichannel — No Context Loss
Gladly's omnichannel architecture means a customer who started on chat, continued via email, and calls in reaches an agent who sees the complete conversation thread — not just the phone call. This eliminates the frustration of repeating information and enables agents to pick up conversations mid-stream. Channel transitions happen naturally without customers losing their place in the resolution process.
120% Revenue Per Conversation Lift
When agents have complete customer context — purchase history, preferences, previous interactions — service conversations become revenue opportunities. Gladly customers report 120% average revenue per conversation increase, attributed to agents confidently cross-selling and upselling with full product and relationship context. CX becomes a revenue driver rather than a cost center.
Built for Consumer Brand Scale
Gladly serves 263 of the leading consumer brands — a concentration of high-volume, consumer-facing CX deployments that has produced a platform optimized for B2C service at scale. The product roadmap reflects the requirements of consumer brands processing millions of interactions rather than enterprise B2B support organizations, making Gladly the natural fit for DTC, retail, marketplace, and subscription businesses.
Fit Guide
Is This the Right Provider for You?
Best For
- Businesses evaluating specialist vendors for Gladly Customer AI — Sidekick & Hero, Omnichannel CX Platform, Marketplace CX alongside generalist providers
- Organizations with specific requirements that align closely with this provider's core expertise
- Teams looking for a focused, purpose-built solution rather than a platform-wide generalist
May Not Be Ideal If
- Organizations requiring a single-vendor solution for all technology and connectivity needs
- Businesses in early evaluation that haven't yet defined their specific technology requirements
- Very small businesses (under 10 employees) without established technology purchasing processes
Gladly — Frequently Asked Questions
Common questions about Gladly AI self-service, omnichannel deployment, and sourcing through Fibi.
Source Gladly Through Fibi
Fibi sources Gladly CX platform at negotiated rates for consumer brands building people-centric service operations. Our advisory is free — funded by Gladly from their existing sales budget, never from your invoice.
Fibi is an independent technology advisor comparing 300+ providers. We recommend what fits your business — not what pays us more.