Gladly offers an AI-powered, people-centered customer service platform that unifies all customer interactions into a single, lifelong conversation. The platform is designed to deliver personalized experiences across channels, enabling faster resolutions and deeper customer connections. Gladly positions itself to help brands overcome declining customer loyalty and rising service costs by enabling experiences at scale. It is used by hundreds of iconic brands, including Nordstrom, Warby Parker, and Crate & Barrel. Led by CEO Joseph Ansanelli, the company plans to expand operations and broaden its business reach. The company recently completed a $40M funding round. Gladly offers a people-centered customer service platform that consolidates voice, email, SMS, chat, social messaging and self-service into one lifelong conversation stream rather than individual tickets. The platform matches customers to the right agent so agents do not have to switch channels or handle duplicated issues. The company intends to use the $55M funding to support innovation of its people-centered customer service platform. Gladly serves commerce brands including Allbirds, Bombas, Crate&Barrel, Ulta Beauty and Warby Parker. The company is led by CEO Joseph Ansanelli and is based in San Francisco, CA. The fundraising was announced on 18/12/2022. Gladly builds a 21st-century customer service platform that centers conversations and treats customers as people rather than case numbers. The product enables agents and supervisors to access complete customer context across any channel to drive personalized, productive interactions. Gladly targets B2C brands and counts customers such as JetBlue, Godiva, and TUMI. The company emphasizes lifetime customer relationships, shifting teams from ticket-based workflows to seamless, cross-channel conversations. Gladly has won industry recognition including RTech CEO Forum and RILA innovation awards. Headquartered in San Francisco, the company positions its platform to help brands increase revenue, improve efficiency, and build long-term customer loyalty. Gladly, incubated at Greylock, builds a cloud-based customer service platform that eliminates case- and ticket-centric workflows and instead tracks every customer interaction as a continuous conversation. The product supports multiple messaging channels including Messenger, Kik, WhatsApp and SMS so enterprises can engage customers on their preferred medium. Gladly targets large enterprise contact centers that have traditionally relied on vendors like Salesforce and Oracle, and emphasizes people as the "atomic unit" rather than tickets. The team includes founder Joseph Ansanelli and co-founders Michael Wolfe and Dirk Kessler, who bring prior enterprise software exits and experience. The company says it has secured five large (unnamed) customers and focuses on industries such as financial services, retail, travel and leisure. Gladly has about 50 employees and is based in San Francisco. Gladly provides a cloud-based software platform for contact centers that unifies voice, email, chat, web, SMS and social channels into a single communication interface. The platform enables contact center representatives to switch between communication streams from any device. It supplies a 360-degree customer view including buying history, lifetime value, location, demographics and other data to personalize interactions. Gladly also offers analytics and reporting tools for customer engagement and performance measurement. The company emerged from stealth to launch its solution targeted at B2C brands. In June 2016 Gladly announced a funding event that supports its go-to-market and product expansion.

Total raised

$208M

Funding rounds

5

Latest round

Equity

Latest activity

Sep 2024