--- description: Get detailed information about Gladly usability, features, price, benefits and disadvantages from verified user experiences. Read reviews and discover similar tools on Capterra United Arab Emirates. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Gladly Price, Reviews & Ratings - Capterra United Arab Emirates 2026 --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/22/customer-service/software) > [Gladly](/software/156723/gladly) # Gladly Canonical: https://www.capterra.ae/software/156723/gladly Page: 1 / 7\ Next: [Next page](https://www.capterra.ae/software/156723/gladly?page=2) > The only CX AI delivering cost savings AND customer devotion. Purpose-built to engage, not deflect. Learn more at gladly.ai > > Verdict: Rated **4.8/5** by 139 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Gladly? We partner with SMBs and large Enterprise B2C companies in Retail, ecommerce, Travel and Hospitality as well as contact centers to keep up with today's customer needs. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.8/5** | 139 Reviews | | Ease of Use | 4.9/5 | Based on overall reviews | | Customer Support Software | 4.8/5 | Based on overall reviews | | Value for Money | 4.8/5 | Based on overall reviews | | Features | 4.8/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Gladly Software - **Location**: San Francisco, US - **Founded**: 2014 ## Commercial Context - **Pricing model**: Other - **Pricing Details**: Pricing: Subscription — Gladly Hero \& Sidekick Consumption-Based — Sidekick Overview: Gladly’s AI pricing is outcomes-based. Unlike most platforms that charge by seat, volume, or only for full resolutions, we charge for two clear results: Resolutions — when AI fully handles a conversation end-to-end. Assists — when AI supports an agent before handoff by gathering context, authenticating the customer, scoping the issue, or summarizing the interaction. These capabilities consistently reduce handle times and make service faster and more personal. If a vendor isn’t charging for assists, it likely means their AI isn’t capable of delivering them. At Gladly, pricing is aligned with performance. Our AI is designed to do real work—resolving issues or setting agents up for success from the start. Please contact Gladly for more detailed information on pricing. - **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian - **Available Countries**: Australia, Botswana, Canada, Denmark, Fiji, Finland, Ghana, Hong Kong SAR China, Iceland, Ireland, Israel, Kenya, Malaysia, Malta, Namibia, New Zealand, Nigeria, Norway, Papua New Guinea, Qatar and 9 more ## Features - AI/Machine Learning - Agent Interface - Alerts/Escalation - Automated Responses - Automated Routing - Automatic Call Distribution - Autoresponders - Call Center Management - Call Logging - Call Monitoring Software - Call Recording Software - Call Routing - Call Scripting - Chat/Messaging - Chatbot Software - Computer Telephony Integration - Content Management System (CMS) Software - Customer Database - Customer Support Software - Customizable Branding - Dashboard Software - Email Management Software - Feedback Management - Inbox Management - Interaction Tracking - Issue Tracking Software - Knowledge Base Management - Live Chat Software - Macros/Templated Responses - Mobile Access - Multi-Channel Communication - Multi-Channel Data Collection - Natural Language Processing - Negative Feedback Management - Personalization and Behavioral Targeting Software - Proactive Chat - Queue Management - Real-time Consumer-facing Chat - Reporting/Analytics - Self Service Portal - Service Level Agreement (SLA) Management - Survey/Poll Management - Surveys & Feedback - Template Management - Text Analysis Software - Third-Party Integrations - Transcripts/Chat History - Transfers/Routing - Voice Mail - Workflow Management Software ... and 3 more features ## Integrations (43 total) - Ada - Adobe Commerce - Asana - Assembled - BigCommerce - Calabrio ONE - Delighted - Fivetran - Formstack Suite - Hark - HiOperator - Hightouch - Idiomatic - Klaviyo - Kodif ... and 28 more integrations ## Support Options - Email/Help Desk - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Service Software](https://www.capterra.ae/directory/22/customer-service/software) ## Related Categories - [Customer Service Software](https://www.capterra.ae/directory/22/customer-service/software) - [Call Center Software](https://www.capterra.ae/directory/30007/call-center/software) - [VoIP Software](https://www.capterra.ae/directory/30940/voip/software) - [Chatbot Software](https://www.capterra.ae/directory/32448/chatbot/software) - [Conversational AI Platform Software](https://www.capterra.ae/directory/31596/conversational-ai-platform/software) ## Alternatives 1. [Freshdesk](https://www.capterra.ae/software/124981/freshdesk) — 4.5/5 (3426 reviews) 2. [Zendesk Suite](https://www.capterra.ae/software/164283/zendesk) — 4.4/5 (4079 reviews) 3. [Salesforce Sales Cloud](https://www.capterra.ae/software/61368/salesforce) — 4.4/5 (18782 reviews) 4. [LiveAgent](https://www.capterra.ae/software/102188/liveagent) — 4.7/5 (1781 reviews) 5. [LiveChat](https://www.capterra.ae/software/62194/livechat) — 4.6/5 (1723 reviews) ## Reviews ### "Admin for over 6 Years, incredibly happy" — 5.0/5 > **Benjamin** | *2 November 2025* | Consumer Goods | Recommendation rating: 10.0/10 > > **Pros**: It's a wonderful CX platform. We handle oall of our volume via Gladly. A lot of out of the box featuresand we also use their AI products. > > **Cons**: Not much, overall really happy with the platform. I would never say no to a decrease in pricing even though I think the pricing is fair based on the market. > > Overall, incredibly positive. We have used them for years, and it is a great platform. I have continued to renew with them. When you are a D2C eCommerce brand I would highly recommend. ----- ### "Gets the job done with great support" — 4.0/5 > **Kelly** | *8 October 2025* | Consumer Services | Recommendation rating: 8.0/10 > > **Pros**: Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true\! > > **Cons**: There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. > > Overall, there were cons, but the pros did outweigh them. Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. ----- ### "GLADLY THE BEST TOOL FOR CUSTOMER SERVICE" — 5.0/5 > **Manuel** | *2 April 2026* | Retail | Recommendation rating: 10.0/10 > > **Pros**: It is a very use full tool to handle call, emails, and SMS, to bring the best help for our customers. > > **Cons**: it should have more editing options for text on emails. but that is all is missing it is very complete. > > Great\! Its interface is very userfriendly, and oraganized. I would totally recommend t o take interactions. ----- ### "Happy Gladly Customer" — 4.0/5 > **Stephanie** | *17 February 2026* | Consumer Goods | Recommendation rating: 10.0/10 > > **Pros**: One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. > > **Cons**: The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. > > Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality. ----- ### "Truly one-of-a-kind CX platform and Best on the Market\!" — 5.0/5 > **Ashley** | *8 October 2025* | Apparel & Fashion | Recommendation rating: 10.0/10 > > **Pros**: Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. > > **Cons**: The only thing I’d love to see improved is social media comment integration. Direct messages roll in seamlessly, but having comments pull in as well would make the platform’s social functionality truly complete. > > Gladly has completely eliminated duplicate conversations for our team. With our previous CX platform, we constantly battled duplicates — customers reaching out via email, DMs, and text simultaneously. Now, because Gladly unifies every interaction under a single customer profile, we’re able to serve customers more efficiently and consistently meet our SLAs. On top of that, the Sidekick chatbot has been a huge asset. It helps customers with returns, order tracking, and other self-service needs, freeing up our agents to focus on higher-level, more personalized conversations that truly impact the customer experience. ----- Page: 1 / 7\ Next: [Next page](https://www.capterra.ae/software/156723/gladly?page=2) ## Links - [View on Capterra](https://www.capterra.ae/software/156723/gladly) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data