Gladly

Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Warby Parker, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage. Based in San Francisco, Gladly was founded in 2014 and is privately backed by industry leaders including Greylock, GGV Capital, NEA, Glynn Capital, FutureFund, and JetBlue Ventures.

Reinventing service for the modern consumer

In 2015, our founder moved to a new home and spent a few hours shopping for home goods online. When he hit a snag and had to call the service center, the rep he reached apologized that he couldn't see Joseph's cart or process payment because he wasn't set up on digital channels. In that single interaction, brand loyalty was broken.

Joseph wondered why the agent wasn't enabled to help. He quickly discovered the culprit—legacy ticket-based systems that inhibit agents from knowing their customer, serving them across multiple channels, and managing interactions as part of an ongoing relationship rather than a single transaction. Joseph envisioned a world where service reps were freed from these constraints to deliver service so compelling it would become a brand's greatest strategic advantage. With that idea, Gladly was born.

People at the heart of it

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.