Gladly is an AI-powered customer service software platform designed to put people—rather than tickets—at the heart of support operations. Gladly enables businesses to manage every customer interaction and history in a single, lifelong conversation, regardless of the channel or whether the interaction is agent-led or AI-driven.
Unlike traditional ticket-based customer service systems, Gladly uses the customer as the central record. This approach brings together all relevant information and conversations, helping support teams deliver more personal, seamless experiences while boosting team efficiency and empowerment.
Gladly's solution is built for organizations seeking to create lasting customer loyalty and a more human-centric support structure. The platform integrates channels such as email, chat, voice, and social messaging, allowing companies to track and respond to customer needs continuously, without fragmenting the experience into tickets or isolated cases.
Gladly was founded with the vision of returning customers to the center of the customer service experience. Its leadership team includes Joseph Ansanelli (CEO and Co-Founder), Charlie Besecker (President), Matt Baker (VP of Engineering), Jodi Cerretani (VP of Marketing), Andy D'Amato (Chief Revenue Officer), Emilio Di Zazzo (VP of North America Enterprise Sales), Michael Hicks (VP of Product), Todd Rakow (Chief Financial Officer), and Eliza Wiraatmadja (VP of Customer Success). You can read more about their background on the About Us page.
Who uses Gladly?
Gladly serves over 300 brands, including several well-known retailers and consumer-focused companies. Notable customers include:
- Crate & Barrel
- Nordstrom
- Tory Burch
- Eddie Bauer
- Ulta
- Rothy's
- Warby Parker
- Ralph Lauren
- Allbirds
- UGG
- REI
- TUMI
- GODIVA
These organizations leverage Gladly to deliver consistent, personalized support and foster what the company calls "irrational loyalty" among their customers.
What makes Gladly different?
Gladly differentiates itself from traditional customer service platforms by structuring the support experience around individual customers instead of discrete tickets. This enables businesses to:
- Maintain a single, continuous conversation with each customer across all channels
- Unify agent-led and AI-driven support within the same interface
- Empower agents with full context for every interaction
- Deliver a more personal and responsive customer experience
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