[ Gladly Reviews ](https://www.g2.com/products/gladly/reviews) [ Gladly Reviews ](https://www.g2.com/products/gladly/reviews) # Gladly Pricing Overview [Editedit](https://my.g2.com/gladly/pricings) ## Gladly Pricing Key Insights Last updated on Jul 28, 2026 * * * Gladly does not offer a **free trial**. Information about Gladly pricing, plan availability, and costs is not listed on G2 by the vendor. Buyers typically need to engage directly with the vendor to understand pricing options. Final cost negotiations to purchase Gladly must be conducted with the seller. * * * Rated 4.7 / 5 \*Pricing information is supplied by the software provider or retrieved from publicly accessible pricing materials. Final cost negotiations must be conducted with the seller. Customer service platform pricing that works the way you do. Pay only for what you use. Gladly packages combine customer service heroes and AI working together. Pricing information for Gladly is supplied by the software provider or retrieved from publicly accessible pricing materials. Final cost negotiations to purchase Gladly must be conducted with the seller. Get a personalized consultation and custom quote to see 
how Gladly can help you transform your contact center. https://bit.ly/45jDslZ Pricing information was last updated on May 21, 2025 Show More ## Pricing Insights Averages based on real user reviews. ### Time to Implement 2 months ### Return on Investment 12 months ### Average Discount 11% ### Perceived Cost $$$$$ ## Gladly Pricing FAQs Generated using AI Who is Gladly pricing best suited for? Gladly's pricing is best suited for mid-market and enterprise customer service teams, particularly in retail, apparel, consumer goods, and e-commerce verticals. G2 reviewers from companies with 51 to 1,000 employees represent the strongest concentration of satisfied users, frequently citing omnichannel volume management, Shopify integration, and AI-assisted deflection as core justifications for the investment. According to G2 users, teams handling high daily contact volumes across email, chat, SMS, voice, and social channels extract the most value. Small businesses in luxury goods, jewelry, and health services also report strong fit, though several G2 reviewers from smaller firms flag the per-agent cost as a meaningful constraint for lean teams. What are the key differences between the free and paid versions of Gladly? Gladly does not offer a free tier or publicly listed pricing tiers, according to G2's pricing data for Gladly. Gladly's pricing is structured around custom enterprise quotes, meaning prospective buyers must engage directly with the sales team to receive a tailored proposal. G2 reviewers note there are no self-serve or entry-level plans available, which several small business users flag as a barrier. Without a free version or standardized paid tiers, evaluation typically occurs through a guided sales and implementation process. G2 reviews of Gladly indicate the onboarding and implementation support is a notable included benefit, with multiple reviewers praising the hands-on setup assistance provided by Gladly's team. Is Gladly considered good value for its pricing? Gladly is widely regarded as a premium investment that delivers strong returns for mid-market and enterprise teams. G2 reviewers consistently rate Gladly 4.5 out of 5, with frequent praise for its people-centric conversation model, omnichannel unification, and AI capabilities. However, cost concerns surface repeatedly across G2 reviews, particularly from small businesses and growing teams who find per-agent pricing steep and note the absence of flexible smaller-scale plans. Reviewers switching from Zendesk report significant efficiency gains, with some citing 25 to 40 percent reductions in repeat contacts and tier-1 volume. The consensus among G2 users is that Gladly's pricing delivers clear value at scale but can feel prohibitive for budget-constrained or low-volume operations. ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,357) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,012) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/5d5fd30de40ef30f077664aa44f9775a/fin.svg "Fin") Fin 4.5/5(3,899) ](https://www.g2.com/products/fin/reviews) [ View All Alternatives ](https://www.g2.com/products/gladly/competitors/alternatives) ## Gladly Pricing Reviews (2) AP Aarav P. Senior IT Manager Mid-Market (51-1000 emp.) 4/7/2026 More Options - - [Respond as Gladly](https://www.g2.com/survey_responses/gladly-review-12592709/official_response/new) "Last moved off tickets to people- Good software but very costly." 5/5 What do you like best about Gladly? I have been serving as Senior IT Manager during the last 10 years and do use numerous tools such as Zendesk and Salesforce. But Gladly works differently since they are not depending on the amount of tickets. In fact, this is the best thing my team would like. The problem present in my company was that we needed a tool wherein my support agents can view the entire history of the customers on a single page. Whether the customer mailed one on yesterday, or they chat or phone today, everything is on one track. In my case as an IT head the integration part was quite simple. We have it concatenated with our shopify, as well as with our warehouse management system. It got online not very quickly, perhaps a matter of few weeks. It has a very clean interface as opposed to the old softwares which appear so complex. My agents trained only 2 days and were using it. This spared me a lot of time and effort. Review collected by and hosted on G2.com. What do you dislike about Gladly? The key issue that I think is the price. To be quite frank, gladly is very expensive. The per-user cost may be very expensive to a mid-sized company and they lack a flexible plan that are available should you be having a small group of people. On technical side, I am also not satisfied with the reporting section being somewhat limited. The filters are not very user friendly when I need to extract very deep data to present to my monthly management meetings. At times, I need to copy all the data to Excel and undertake the task by hand. In addition, the agent app is also alright, but in some cases it becomes slow due to a high amount of chats. They are also expected to offer additional API extensions as customizations at no excessive costs. Their assistance is sometimes slow in providing technical responses, amiable yet slow with complicated problems. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? My greatest headache prior to Gladly used to be information silos. One of the agents was chatting and another individual was responding to same customer using email. It had become quite a mud and clients were losing their temper since they would have to re-tell their predicament several times. At this point, Gladly cleared this out. There will be no more redundancy. It is also helpful to my department since I do not need to use 5 various tools to chat, talk, and mail. All this is produced under one roof. Our first response time has also improved significantly since the agents do not need to do research on the customers in different tabs. In addition, the conversation now feels very personal and not like a computerized ticket system hence our CSAT rating (Customer Satisfaction) is far much better. In my case, it is calmness of the mind since it is a highly stable system and we have very minimal downtime. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: Seller invite ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Machine Learning Consultant Enterprise (\> 1000 emp.) 2/27/2026 More Options - - [Respond as Gladly](https://www.g2.com/survey_responses/gladly-review-12414768/official_response/new) "People-Centered Support with Powerful AI and Smart Routing" 4/5 What do you like best about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The best part I like about them is their “People-centered” model. You do not have a ticket number; you just have a lifetime conversation thread about that customer. This is very much helpful from a data perspective because the context window of the AI is always clear. The Gladly Sidekick (AI) is extremely powerful. This is not a simple chatbot, it employs the power of Generative AI and RAG (Retrieval-Augmented Generation) to read our "Guides" and provide very human-like responses. You have a great ML logic for your feature where "People Match"—it routes the customer to only the best agent based on their query and loyalty status, not just who’s free. The integration with Shopify and other backends is also great, plus the AI can actually handle tasks like refund processing or package tracking rather than only "deflect" the user. Review collected by and hosted on G2.com. What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very advanced branching, the UI feels somewhat limited relative to a full-fledged flow builder. Finally, while the reporting dashboard provides basic KPIs, if I am looking for deep machine level analysis or sentiment trend mapping, I tend to export out via REST API and consume in my Python notebooks. The session timeout also needs to be a little less aggressive; it occasionally logs the agents out before they finish their long, most of the time even on mid case. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? We placed the Bot in a state of "Frustration." Many customers do not like speaking with bots because they are too rigid. We are building a more conversational AI with Gladly that gets intent and sentiment. The advantage for me is the feedback loop. Gladly makes it easy to see when the AI fails and we can then update the “Guides” or the “Answers” within minutes in most cases. In the first few months, it is decreasing the Tier-1 support volume by almost 40-50%. This filters the fray out for human agents so that they only have to deal with high-value problems heavy enough to require a consultant's brain. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite Gladly Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b708d0b35e19c8f51b24bd38b6322724/kustomer.png "Product Avatar Image") Kustomer 4.4/5(565) [ Compare Now ](https://www.g2.com/compare/gladly-vs-kustomer) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5(7,012) [ Compare Now ](https://www.g2.com/compare/gladly-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_d31969d015a70a6732b2b1fd3e42c2f3/gorgias.png "Product Avatar Image") Gorgias 4.6/5(565) [ Compare Now ](https://www.g2.com/compare/gladly-vs-gorgias) ##### Categories on G2 [ Live Chat ](https://www.g2.com/categories/live-chat)[ AI Customer Support Agents ](https://www.g2.com/categories/ai-customer-support-agents)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service) [ Help Desk ](https://www.g2.com/categories/help-desk)[ Conversational Support ](https://www.g2.com/categories/conversational-support)[ Social Customer Service ](https://www.g2.com/categories/social-customer-service)[ Digital Customer Service Platforms ](https://www.g2.com/categories/digital-customer-service-platforms)[ Contact Center ](https://www.g2.com/categories/contact-center)[ Customer Service Automation ](https://www.g2.com/categories/customer-service-automation) Show More ##### Explore More [ Best tools for continuous integration and automated testing ](https://www.g2.com/discussions/best-tools-for-continuous-integration-and-automated-testing)[ Which secure data room services comply with legal regulations for document sharing? ](https://www.g2.com/discussions/which-secure-data-room-services-comply-with-legal-regulations-for-document-sharing)[ Which database comparison tools have advanced filtering options that let teams focus on critical differences only? ](https://www.g2.com/discussions/which-database-comparison-tools-have-advanced-filtering-options-that-let-teams-focus-on-critical-differences-only) [ What's the best SMS marketing platform for ecommerce brands running abandoned cart, post-purchase and loyalty campaigns? ](https://www.g2.com/discussions/what-s-the-best-sms-marketing-platform-for-ecommerce-brands-running-abandoned-cart-post-purchase-and-loyalty-campaigns)[ Nintex vs NetSuite vs Emburse Expense Enterprise in the UKG Marketplace: which platform lets teams best verify security and compliance with UKG integrations before signing a long-term vendor contract? ](https://www.g2.com/discussions/nintex-vs-netsuite-vs-emburse-expense-enterprise-in-the-ukg-marketplace-which-platform-lets-teams-best-verify-security-and-compliance-with-ukg-integrations-before-signing-a-long-term-vendor-contract)[ Pros and Cons Details ](https://www.g2.com/products/gladly/reviews?qs=pros-and-cons) Show More [ Best tools for continuous integration and automated testing ](https://www.g2.com/discussions/best-tools-for-continuous-integration-and-automated-testing)[ Which secure data room services comply with legal regulations for document sharing? ](https://www.g2.com/discussions/which-secure-data-room-services-comply-with-legal-regulations-for-document-sharing)[ Which database comparison tools have advanced filtering options that let teams focus on critical differences only? ](https://www.g2.com/discussions/which-database-comparison-tools-have-advanced-filtering-options-that-let-teams-focus-on-critical-differences-only) [ What's the best SMS marketing platform for ecommerce brands running abandoned cart, post-purchase and loyalty campaigns? ](https://www.g2.com/discussions/what-s-the-best-sms-marketing-platform-for-ecommerce-brands-running-abandoned-cart-post-purchase-and-loyalty-campaigns)[ Nintex vs NetSuite vs Emburse Expense Enterprise in the UKG Marketplace: which platform lets teams best verify security and compliance with UKG integrations before signing a long-term vendor contract? ](https://www.g2.com/discussions/nintex-vs-netsuite-vs-emburse-expense-enterprise-in-the-ukg-marketplace-which-platform-lets-teams-best-verify-security-and-compliance-with-ukg-integrations-before-signing-a-long-term-vendor-contract)[ Pros and Cons Details ](https://www.g2.com/products/gladly/reviews?qs=pros-and-cons)