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Gladly: AI Customer Support Shopify App by Gladly Inc

Gladly assists online retail brands in improving their customer service to increase customer loyalty. Customer service platform focused on people for online shopping brands.

4.6 29 reviewsFreePaid from $250/month

Install in your Shopify store We pass your name, email and store domain to the Gladly Inc team so they can help install and configure the app on your store.

.myshopify.com

Pros and cons

Pros and cons of Gladly: AI Customer Support

Pros
  • Unified Communication Channels: All customer interactions are consolidated into a single thread, simplifying issue tracking and behavior analysis.
  • Efficient Customer Support Team: Quick and responsive support from the Gladly team is frequently highlighted.
  • Conversation-Focused Design: The shift from tickets to conversations improves agent efficiency and customer experience.
  • Seamless Integration: Easy setup and integration with platforms like Shopify enhance workflow efficiency.
Cons
  • Limited Feature Set: Missing functionalities like partial refunds, advanced reporting, and real-time conversation segmentation are noted.
  • Occasional Technical Glitches: Delays in Shopify data visibility and minor bugs like discount code errors are mentioned.

Screenshots

Gladly: AI Customer Support Shopify app screenshot 1
Gladly: AI Customer Support Shopify app screenshot 2
Gladly: AI Customer Support Shopify app screenshot 3
Gladly: AI Customer Support Shopify app screenshot 4

About the app

Customer service platform focused on people for online shopping brands.

  • Unified customer view: A complete view of a customer's entire history with your brand, without needing a ticket.
  • Unified communication stream: All communication channels were combined into one timeline.
  • Customer Personalization: Self-service tailored to what you know about your customer.
  • Unified Communication Platform: Save money and simplify things with a single platform that includes voice.
  • Customer-Agent Matching: Pair customers with agents according to live history, circumstances, or abilities.

Install in your Shopify store We pass your name, email and store domain to the Gladly Inc team so they can help install and configure the app on your store.

Keywords

AI customer service Shopify appssingle customer view Shopify appsmultichannel support Shopify appspersonalized self-service Shopify appscost-cutting customer service Shopify appscustomer loyalty tools Shopify appsreal-time agent matching Shopify appsticket-free support Shopify appslifelong customer history Shopify appsvoice support Shopify apps

Key features

  • Maintains a single, continuous conversation history across all customer service channels.
  • Combines all communication channels into one unified timeline for easy tracking.
  • Offers personalized self-service options based on customer history and preferences.

Pricing

Gladly: AI Customer Support pricing plans

Free plan
$0 /month
  • 100 AI interactions to test out
  • AI agent for chat & email
  • Shopify product recommendations
  • Integrates with Shopify, Klaviyo & more
  • 1 team member seat
Starter cap
$250 /month
  • $1.50 per AI Resolution
  • $0.25 per AI Assist
  • $120/mo per team member

Not sure which plan to pick? Discuss Free plan or Starter cap plans with us, learn about custom pricing, or get a demo.

Here’s an overview of Gladly: AI Customer Support costs for each of the plan(s)

The app has 2 pricing plans: 1 free and 1 paid. The free plan offered by Gladly: AI Customer Support is Free plan. The paid plan offered by Gladly: AI Customer Support is Starter cap.

The details of the plans are outlined below.

  • Free plan: this plan is free forever, incurring no subscription costs. It offers a wide range of features like 100 AI interactions to test out, AI agent for chat & email, Shopify product recommendations, Integrates with Shopify, Klaviyo & more, 1 team member seat.
  • Starter cap: the Starter cap plan costs $250 and has no free trial period. The plan offers a host of features, including $1.50 per AI Resolution, $0.25 per AI Assist, $120/mo per team member.

Gladly: AI Customer Support price summary

Pricing summaryFree plan available
Total pricing plan(s)2
Number of free plan(s)1
Number of paid plan(s)1
Cost of paid plan(s)$250
Free trial availableNo

For further information regarding Gladly: AI Customer Support pricing plans, see the official website.

Install in your Shopify store We pass your name, email and store domain to the Gladly Inc team so they can help install and configure the app on your store.

Comparison

Top Gladly: AI Customer Support alternatives — detailed comparison

The table below highlights the crucial differences between Gladly: AI Customer Support and similar other Shopify apps based on parameters like ratings, reviews, features, pricing, etc.

Apps
Gladly: AI Customer SupportInstall
Tidio: AI Chatbot & Live ChatInstall
Gorgias: AI, Helpdesk & ChatInstall
Add app
General information
Ratings4.7 ★ (29 reviews)4.8 ★ (1,357 reviews)4.3 ★ (704 reviews)
Developed byGladly IncTIDIO LLCGorgias Inc.
Launch date16 February 202114 July 20141 March 2017
PricingFree, $250/monthFree, $29/month, $29/month, $39/month$10/month, $60/month, $360/month, $900/month
ObjectiveCustomer service platform focused on people for online shopping brands.Live chat is enhanced with chatbots for superior customer support.Better customer satisfaction. Simpler processes. Quick profit increase.
CategoriesHelpdesk, ChatChat, HelpdeskChat, Helpdesk
Key features & highlights
PurposeGladly assists online retail brands in improving their customer service to increase customer loyalty.Lyro AI is a customer experience platform offering live chat, chatbot services, ticket processing, email marketing, and more.Combine all customer support interactions and related orders to promote growth by making customers happier.
Features list
  • Maintains a single, continuous conversation history across all customer service channels.
  • Combines all communication channels into one unified timeline for easy tracking.
  • Offers personalized self-service options based on customer history and preferences.
  • Engage customers in real-time with live chat and video support.
  • Automate responses and sales with customizable AI chatbot flows.
  • Resolve up to 70% of customer queries instantly using Lyro AI.
  • Unify emails, chats, calls, and social messages in one organized feed.
  • Access complete customer order and conversation history before responding.
  • Manage Shopify orders directly without leaving the support interface.
Highlights
  • Based in United States
  • Based in South Africa
—
User reviews and ratings
Recommended93.1%93.5%87.1%
Pros
  • All customer interactions are consolidated into a single thread, simplifying issue tracking and behavior analysis.
  • Quick and responsive support from the Gladly team is frequently highlighted.
  • The shift from tickets to conversations improves agent efficiency and customer experience.
  • Easy setup and integration with platforms like Shopify enhance workflow efficiency.
  • Intuitive design and minimal training requirements make adoption smooth for agents.
  • Real-time access to communication history and order details improves service quality.
  • Significant improvements in response times and work rates are consistently reported.
  • Consistently praised for being responsive, helpful, and friendly.
  • Frequently highlighted as intuitive and user-friendly, with quick setup and navigation.
  • Users appreciate the seamless communication with customers, boosting engagement and sales.
  • Offers flexible features for personalizing chat widgets and workflows.
  • Many users reported increased sales and improved customer interactions.
  • The free version is noted for being feature-rich and valuable for small businesses.
  • Works well with platforms like Shopify and email services.
  • Users value the mobile app for managing chats on the go.
  • Automates responses and reduces support workload effectively.
  • Runs smoothly with minimal technical issues.
  • The app is praised for its ease of use and intuitive design, making it simple for teams to adopt.
  • Seamless integration with Shopify is frequently highlighted as a standout feature, providing full access to customer data.
  • Users appreciate the robust automation tools, including macros and rules, which save time and improve efficiency.
  • Many reviews commend the responsive, helpful, and knowledgeable support team.
  • The app is noted for being more affordable than competitors like Zendesk while offering comparable or superior features.
  • Small teams benefit from the collaborative tools, making ticket management and communication smoother.
  • Users value the frequent and purposeful updates, often referencing the public roadmap.
  • The ability to track and report on revenue generated through customer support is a unique and appreciated feature.
  • The app consolidates communication from email, chat, social media, and calls into one platform.
  • Users highlight the flexibility to tailor rules, macros, and workflows to their specific needs.
Cons
  • Missing functionalities like partial refunds, advanced reporting, and real-time conversation segmentation are noted.
  • Delays in Shopify data visibility and minor bugs like discount code errors are mentioned.
  • Complaints about unclear or misleading pricing tiers and hidden costs.
  • Some users expressed frustration over essential features being paywalled.
  • Occasional reports of bugs, especially post-updates or on older devices.
  • Difficulty configuring chatbots and automation without assistance.
  • Negative feedback on aggressive upgrade prompts and misleading notifications.
  • Some users find the pay-per-ticket model expensive, especially for businesses with high social media engagement.
  • The mobile app is reported to be buggy, with issues like notifications not working and frequent crashes.
  • Lower-tier plans may lack live onboarding or priority support, leading to frustration.
  • Several reviews note difficulties in canceling subscriptions, including unclear processes and continued billing.
  • Initially listed as a "Con," but reviews show mixed sentiment (e.g., "easy to setup" vs. "a little hard to set up"). Removed due to lack of dominant sentiment.
  • Dominantly positive in reviews (overwhelming praise outweighs a few negative mentions), so retained in "Pros" and removed from "Cons."
  • Negative sentiment (e.g., pay-per-ticket complaints) outweighs occasional affordability praise, so retained in "Cons."
Pricing and plans
Total pricing plans244
Free planAvailableAvailableNot available
Free trialNoYes, for 7 day(s)Yes, for 7 day(s)
Technical information
Rating4.7 ★4.8 ★4.3 ★
Total reviews291,358704
Launch date16 February 202114 July 20141 March 2017

More details about Gladly: AI Customer Support

Product description

Gladly is a customer service platform designed to help brands understand and match with their customers using a unified conversation stream. It integrates various communication methods such as voice, email, SMS, chat, and social messaging, eliminating the need for agents to switch between channels and miss conversation histories.

AI summary

The app is a comprehensive customer service platform designed to streamline omnichannel support by consolidating communication channels—such as email, phone, chat, and social media—into a single, unified interface. Its key features include a conversation-based design that replaces traditional ticketing systems, integrated customer profiles with order history, and tools like live boards and "people match" to enhance efficiency. The platform offers robust Shopify integration, enabling agents to access customer data seamlessly during interactions. Strengths include an intuitive interface, quick agent adoption, and responsive customer support, which contribute to improved response times and productivity. However, limitations include the absence of partial refund functionality, occasional delays in Shopify data syncing, and a lack of certain out-of-the-box integrations. Some advanced features, such as granular agent reporting or real-time conversation segmentation, are not yet available. While the app is praised for its scalability and customer-centric approach, pricing and contractual requirements may pose barriers for smaller businesses. Overall, it is well-suited for mid-sized merchants seeking to enhance customer service efficiency and cohesion across channels.

Support

For any questions, concerns, or assistance with Gladly: AI Customer Support, the dedicated support team is readily available to help. To reach out to the support team, users can send an email to [email protected]. Additionally, Gladly: AI Customer Support offers a comprehensive FAQ section to address common inquiries and provide self-help resources in their app FAQ section.

Language support

Details of the Gladly: AI Customer Support are available in various languages on the Shopify app store, including English.

Gladly: AI Customer Support support information in a nutshell
Support emailapp-listing@gladly.com
Contact number(s)Not available
FAQ pageFAQ details
Privacy policyPrivacy details
Language supportEnglish
Integration

The list of top Shopify apps, features or software tools that Gladly: AI Customer Support seamlessly integrates with are given below.

Checkout50+ IntegrationsAttentiveKlaviyoPostscriptStella ConnectYotpo
Developer
NameGladly Inc
WebsiteView developer profile
Address60 29th St., #125, San Francisco, CA, 94110

Installation

How to install Gladly: AI Customer Support on your Shopify store

1

Send your details

Your name, email and store domain go straight to the Gladly Inc team.

2

The developer gets in touch

Gladly Inc contacts you directly to arrange setup for your store.

3

Install at your own pace

Perfect your store’s functionality without the pressure to move on until you’re ready.

Customer reviews

4.6
★★★★★
29 total reviews
522
45
31
20
11

Gladly: AI Customer Support has an overall rating of 4.6 stars from a total of 29 reviews on the Shopify app store. Of these, 27 (93.1%) are positive, 1 (3.4%) are neutral, and 1 (3.4%) are negative*.

*Ratings above four stars fall under positive review, three star reviews fall under neutral, and anything less than two stars falls under negative.

★★★★★MaryRuth Organicsfrom United States · 23 January 2026

We just converted to Gladly and it was a very easy process to get the CRM set up and running. Highly recommended if you are in the market to streamline your customer service. All communication channels in one place, no tickets, just conversations. Agent adoption has been quickly and painless. Update January 2026 - We've recently deployed Gladly AI across Chat, SMS, Email and Voice and we are very impressed with our resolution rates as well as the ease of AI management within the Gladly toolset. Definitely recommended if you are looking for a human approach to AI / Automation.

★★★★★Ollie Petsfrom United States · 8 December 2025

Great app and connection with Shopify. We love the quick actions and the imagery and details that flow through to Gladly to help our CX team handle inquiries even quicker!

★★★★★Halfdaysfrom United States · 12 September 2022

I really love that all channels are available in one platform as well as the history of communication for each customer in one thread. That makes it so much easier for us to look into different issues and see customer behavior, interactions, and notes. The Gladly support team is also very quick and responsive to any issues that come up. Some feedback I have is that it would be nice if forwarding was also available for social DM’s, if agent reporting was able to be broken down by channel and average (for example, emails/hr), if a Create Order action was available in Gladly, partial refunds were an option in Gladly, and if people matching was available for calls. But overall, Gladly has been great and we're confident more improvements will be made over time. Our team is loving it so far!

★★★★★Super Coffeefrom United States · 27 June 2022

Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.

★★★★★Because Marketfrom United States · 22 June 2022

Gladly allows us to give our customers the best experience possible while providing a system that is easy-to-use for agents and thoughtfully built. We have had a great experience with Gladly and want to give a huge shout-out to Melissa, our Customer Success Manager, for making our for journey better than we could have imagined. From launch to maintenance to optimization and planning, we have been very happy with our results and Gladly's continued support.

Install in your Shopify store We pass your name, email and store domain to the Gladly Inc team so they can help install and configure the app on your store.

Performance on the App Store

Rankings, review momentum and install geography, refreshed weekly. Open the full charts for history, benchmarks and keyword detail.

Category rank
#2
Total reviews
29
No change vs 30 days ago
Average rating
4.6 ★
0.00 vs 30 days ago
Top market
CA
Share of installs unavailable

Category & keyword rankings

Position and market share today

Collection#20.0%
Keywordcustomer support#30.0%
CollectionApps that enhance your custom storefront#190.0%
KeywordResponse templates#210.0%

Reviews trend

Cumulative reviews · last 6 months

29 → 29 reviews · rating steady at 4.6★
Ranks #2 in 1 of 10 App Store groups tracked.Open full charts →

Gladly: AI Customer Support FAQs

How do I install the Gladly: AI Customer Support Shopify app?
To install Gladly: AI Customer Support on your Shopify store, click on the Gladly: AI Customer Support installation link. Login to the Shopify store on which you want to install the app and follow the onboarding process. If you need our expert guidance to help you install Gladly: AI Customer Support on your Shopify store, then contact us now.
What are the key features of Gladly: AI Customer Support?

The key features offered by Gladly: AI Customer Support to Shopify store owners are:

  • AI Resolution: AI fully resolves orders, returns, and WISMO without an agent
  • AI Assist: AI gathers context and hands off to your team, reducing handle time
  • Conversation History: Every email and chat in one view — no repeat explanations
  • Native Email & Chat Support: Manage email and chat queries from one place
  • Order Context: Automatically pulls Shopify order and shipping data into chat
Does Gladly: AI Customer Support integrate with other Shopify apps or tools?

Yes, Gladly: AI Customer Support seamlessly integrates with other Shopify apps or tools, such as A complete view of a customer's entire history with your brand, without needing a ticket., All communication channels were combined into one timeline. , Self-service tailored to what you know about your customer..

Is there a free trial available for Gladly: AI Customer Support?

No, Gladly: AI Customer Support does not offer any free trial.

What are the pricing plans for Gladly: AI Customer Support?

The app has 2 pricing plans: 1 free and 1 paid. The paid plan cost $250/month and has no free trial period.

How does billing work for Gladly: AI Customer Support?

Gladly: AI Customer Support uses USD for billing, with recurring and usage-based charges invoiced usually every 30 days.

Can I cancel or upgrade my subscription plan at any time?

Yes, Gladly: AI Customer Support allows its subscribers to cancel or upgrade their subscription plan at any time.

Does Gladly: AI Customer Support offer customer support?

Yes, Gladly: AI Customer Support offers a dedicated support team for any kind of app-related assistance. To reach out to the support team, users can send an email to [email protected]. Additionally, Gladly: AI Customer Support offers a comprehensive FAQ section to address common inquiries and provide self-help resources.

Is Gladly: AI Customer Support compatible with my Shopify theme?

Please reach out to their support team at [email protected] to confirm its compatibility with your specific Shopify theme.

Alternatives

Tidio: AI Chatbot & Live Chat
by TIDIO LLC

Live chat is enhanced with chatbots for superior customer support.

Free plan · From $29/mo · 7d trial
★ 4.8 (1.4K)
Gorgias: AI, Helpdesk & Chat
by Gorgias Inc.

Better customer satisfaction. Simpler processes. Quick profit increase.

From $10/mo · 7d trial
★ 4.3 (704)
Chatty AI Chatbot & Live ChatBuilt for Shopify
by Chatty (By Avada)

Free plan · From $19.99/mo · 7d trial
★ 4.9 (1.9K)

Most popular

Most popular Shopify apps on the market

Install in your Shopify store We pass your name, email and store domain to the Gladly Inc team so they can help install and configure the app on your store.

.myshopify.com
4.6★★★★★29 reviews · 93.1% positive

Writing reviews on ShopDigest is coming soon.

  • MO
    MaryRuth OrganicsUnited States · 23 Jan 2026
    ★★★★★

    We just converted to Gladly and it was a very easy process to get the CRM set up and running. Highly recommended if you are in the market to streamline your customer service. All communication channels in one place, no tickets, just conversations. Agent adoption has been quickly and painless. Update January 2026 - We've recently deployed Gladly AI across Chat, SMS, Email and Voice and we are very impressed with our resolution rates as well as the ease of AI management within the Gladly toolset. Definitely recommended if you are looking for a human approach to AI / Automation.

  • OP
    Ollie PetsUnited States · 8 Dec 2025
    ★★★★★

    Great app and connection with Shopify. We love the quick actions and the imagery and details that flow through to Gladly to help our CX team handle inquiries even quicker!

  • HA
    HalfdaysUnited States · 12 Sep 2022
    ★★★★★

    I really love that all channels are available in one platform as well as the history of communication for each customer in one thread. That makes it so much easier for us to look into different issues and see customer behavior, interactions, and notes. The Gladly support team is also very quick and responsive to any issues that come up. Some feedback I have is that it would be nice if forwarding was also available for social DM’s, if agent reporting was able to be broken down by channel and average (for example, emails/hr), if a Create Order action was available in Gladly, partial refunds were an option in Gladly, and if people matching was available for calls. But overall, Gladly has been great and we're confident more improvements will be made over time. Our team is loving it so far!

  • SC
    Super CoffeeUnited States · 27 Jun 2022
    ★★★★★

    Gladly has easily revolutionized how customer support is handled and the result is a prime experience for the customer. Having a timeline view and moving away from "tickets" has been a game-changer for us. The customer is at the forefront of incoming responses and easily prevents duplicate responses when customers reach out through different channels.

  • BM
    Because MarketUnited States · 22 Jun 2022
    ★★★★★

    Gladly allows us to give our customers the best experience possible while providing a system that is easy-to-use for agents and thoughtfully built. We have had a great experience with Gladly and want to give a huge shout-out to Melissa, our Customer Success Manager, for making our for journey better than we could have imagined. From launch to maintenance to optimization and planning, we have been very happy with our results and Gladly's continued support.

  • TA
    TA3SWIMUnited States · 7 Jun 2022
    ★★★★★

    This is the best customer service platform out there, so easy to onboard and the "conversation" structure with customers really helps agents offer the best customer service experience. And none of those annoying tickets.

  • EH
    Elysium HealthUnited States · 1 Jun 2022
    ★★★★★

    Gladly is the best helpdesk in the game right now. It's incredibly easy for agents to use which immediately translates into a favorable customer interaction. Our work rate essentially doubled overnight and our response times were cut in half. Gladly doesn't have many of the out of the box integrations that other help desks may have, but I believe their product team listens to feedback and is continually pushing new features. Their customer service far exceeds Zendesk's.

  • SP
    SPLITS59United States · 1 Jun 2022
    ★★★★★

    Gladly is great. The chaos that was our former customer service set up is over. They were so great and patient setting us up. Everything is so much more organized and customers are being helped quickly without things falling through the cracks.

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