Gladly Differentiators

01

Customer at the Center

Designed around people, not tickets, so every conversation builds on a complete customer history.

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Why it matters: Every conversation builds on complete customer history—team members see the whole person, not just a case number.

02

Unified Platform

Comprehensive context (customer, product, business) from all systems of record, surfaced in every experience.

data_integration.flow

Click any data source to see its data flow into the customer profile

G

Gladly

Conversation, Profile, Omnichannel

S

Shopify

Orders, Products

SF

Salesforce

CRM, Accounts

L

Loyalty

Points, Tier

R

Returns

RMAs, History

T

Shipping

Tracking, ETAs

Complete Customer View

Customer, product, and business context in one place

50+

Integrations

0

Data Points

0%

Context

◉ Customer Graph

Click integrations to build the customer graph

Why it matters: Team members don't hunt for information—comprehensive context is automatically surfaced in every interaction.

03

A Decade of Customer Experience Focus

Singularly focused on CX for 10+ years, continuously learning from 300M+ conversations.

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10+

Years Singularly Focused on CX

300M+

Conversations Learned From

270+

Customer-Obsessed Brands

1

Design for Devotion, Not Deflection

Real Conversations Not synthetic training data

Continuous Learning Improving every day

CX-Native Built for this, nothing else

Why it matters: A decade of singular focus means every feature, every decision, every innovation is purpose-built for customer experience.

04

True Omnichannel

Designed as one continuous conversation thread across voice, chat, SMS, email, social, and in-app channels.

channel_switching.demo

Click through channels to see the conversation continue seamlessly

Why it matters: Customers don't think in channels—they just want help. One continuous conversation thread means context is never lost.

05

Seamless AI-to-Human Handoffs

Imperceptible transitions that maintain full conversation context—a capability competitors still struggle to deliver.

handoff_visualization.sim

AI Agent

Handling request

Customer profile

Full conversation

AI's attempts

Suggested action

Sentiment analysis

Human Team Member

Standing by

Why it matters: Customers never repeat themselves. The human team member sees everything—what the AI tried, what worked, and the full customer history.

06

CX as a Strategic Partner

Reporting and insights that position CX as a driver of business outcomes, not just a cost center.

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Old Perspective

Cost Center

→

With Gladly

Business Driver

Customer Lifetime Value

Track how CX interactions impact LTV, retention, and repeat purchases

Sentiment Intelligence

Real-time sentiment analysis reveals customer health and churn risk

Product Feedback Loop

Surface product issues and opportunities directly from customer conversations

Conversational AI Insights

Ask questions in natural language to instantly surface trends, patterns, and actionable data

Why it matters: CX becomes a strategic function that drives revenue, not just a cost to be minimized.

07

Simply Powerful

Intuitive platform optimized for CX users, not IT, via fast implementation and easy ongoing management.

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Fast Implementation

Go live in weeks, not months. No lengthy IT projects required.

Easy Management

CX teams own their configuration—no IT ticket required for changes.

Built for CX Users

Intuitive interface designed for team members and managers, not developers.

Team Members

Team Leads

CX Leaders

IT Required

Why it matters: Power without complexity means CX teams can move fast and adapt quickly—without waiting on IT.

The 7 Differentiators