- Customer Support Teams & Agents: Benefit from AI tools that handle routine tasks and provide full customer context.
- CX Managers & Operations Leaders: Drive loyalty and efficiency through insights and integrated automation.
- Retail & E-commerce Brands: Create truly personal service at scale—Nordstrom, Crate & Barrel, and others use it.
- Self-Service Innovators: Use no-code Threads to automate common processes like returns or order checks.
- Omnichannel Environments: Perfect for environments where customer conversations span voice, SMS, email, chat, and more.
- CX Teams Focused on ROI: Reduces resolution times and boosts CSAT with a people-first, efficient approach.
How to Use It?
- Onboard Gladly Platform: Import customer data and set up unified profiles and conversation histories.
- Activate Sidekick (AI Agent): Configure AI to handle routine issues or pass complex cases to human agents.
- Define Guides & Threads: Set up AI behavior workflows through easy, plain-English rules.
- Engage Customers Seamlessly: Let Sidekick support requests across channels, then transition to agents when needed, with full context transfer.
- Monitor Insights:* Use dashboards to track CSAT, resolution rates, and team performance.
- Customer, Not Ticket‑Centric Architecture:* Built to sustain uninterrupted, human-style conversation at scale.
- Intelligent Automation with Empathy:* Sidekick understands intent, acts, and continuously improves using machine learning.
- No‑Code Configuration Tools:* Easily set AI behavior with Guides and Threads—no engineering needed.
- Channel‑Fluent Experience:* Turns fragmented channel flows into cohesive, human-like conversation threads.
- Efficiency Without Sacrifice:* AI enables quick resolutions while maintaining service quality and loyalty.
- Strong Brand Localization:* AI maintains tone, policies, and customer intimacy consistently.
- Supports seamless, lifelong conversations across all customer touchpoints
- AI handles routine tasks—so human agents can focus on meaningful support
- Highly intuitive setup with no-code behavior rules
- Team-level dashboards offer real-time CX visibility and actionable insights
- Delivers both efficiency and brand-aligned personalization at scale
- Proven customer ROI in improved loyalty, CSAT, and operational efficiency
- Some setup (e.g. Threads) may require behavior design training
- Full capabilities likely need enterprise-level plans or custom onboarding
- AI handoffs require trust in correct context transfer to maintain experience
- Complex channels and historical integration may add implementation overhead
Custom
Custom Pricing.
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Rating Distribution
Average score
Popular Mention
FAQs
It is built around customers—unified conversation threads replace disjointed ticket systems
Sidekick is the AI agent that resolves or escalates customer interactions smoothly with your brand’s voice and automation logic.
Yes—Gladly uses Guides and Threads, which are customizable rule flows configured in plain language.
Gladly supports voice, chat, email, SMS, social media, and more, all in one seamless timeline.
Yes—Customer AI learns from interactions to improve automations, tone alignment, and handling accuracy.
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Editorial Note
This page was researched and written by the ATB Editorial Team. Our team researches each AI tool by reviewing its official website, testing features, exploring real use cases, and considering user feedback. Every page is fact-checked and regularly updated to ensure the information stays accurate, neutral, and useful for our readers.
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