Stop Choosing Between Cost and Quality — Gladly Lets You Have Both

Customer experience leaders are facing a crisis. Customer acquisition costs have soared by 222% in the last decade. Brand loyalty is fading fast. In an overcrowded retail landscape, delivering exceptional customer service is one of the most important competitive differentiators left. But without the right tools, companies are stuck between a rock and a hard place — forced to choose between maintaining top-tier service at the cost of losing revenue or cutting expenses and risking brand loyalty with subpar support.

The challenge is clear: How do you deliver a world-class customer experience that fosters loyalty while navigating an environment demanding costly, ongoing efficiency improvements? Do you keep investing in outdated customer service systems? Cut back on support staff? Or rely on standalone, robotic AI solutions?

Instead of choosing between these options, it’s about finding a better way — one that avoids overburdening teams, ineffective AI tools, and moves beyond ticket-based systems that treat every issue in isolation.

A better path forward with Gladly’s AI-powered, people-centered Customer Service Platform

Gladly’s Customer Service Platform stands out by placing people, not tickets, at the center of every interaction. It combines AI, live agents, and real-time cross-channel data to deliver highly personal and engaging experiences. And with this customer data coupled with connecting the right agent with the right customer, Gladly eliminates ticket duplication and ensures every conversation is meaningful and context-driven.

This human-centered approach not only reduces costs but also drives revenue growth. Agents work more efficiently, resolve issues faster, and create upselling and cross-selling opportunities. With full customer context at their fingertips, agents can easily recommend relevant products or services, turning everyday interactions into valuable revenue drivers.

Gladly’s holistic approach is why Gladly’s Customer Service Platform is so different:

• Unified, lifelong conversations: the only platform truly enabling a continuous customer relationship, where every interaction (across channels) feels connected and personal.
• Human-centered approach (people, not tickets): Gladly enables agents and AI to know the customer holistically through lifelong conversations — not just isolated interactions — creates a personal connection that competitors can’t replicate.
• Radically personal service at scale: AI is used to enhance, not replace, agent-led support experiences and drive self-serve interactions that don’t compromise quality, even at scale.
• Quick start, faster results: Gladly’s award-winning ease of use, rapid implementation and smooth integration with existing systems, and dedicated customer service help agents hit the ground running.

To see how all these features come together, see Gladly in action in this 2-min video:

The results speak for themselves

This isn’t sorcery, it’s reality. Here are some of the impressive outcomes achieved by brands partnered with Gladly:

• Breeze Airways: Cut handle times by 45%, streamlining customer service operations.
• JOANN: Delivered a staggering 470% annual ROI and reduced email response times by 70%, leading to significant cost savings and happier customers.
• Allbirds: AI resolved 87% of “cancel order” requests, dramatically reducing the workload for human agents.

And it doesn’t stop there. Across 900+ G2 reviews, 100% of users rate Gladly 4 or 5 stars (with an average of 4.7), 97% believe we’re heading in the right direction, and 94% would recommend us.

That’s a lot of happy customers.

Navigate change with comfort and confidence

AI in customer service is no longer just a nice-to-have; it’s the defining factor between brands that stand out and those that get lost in the noise. With customer expectations rising and competitors offering similar products or services, it’s easy for companies to blend in. Brands that don’t effectively leverage AI struggle to keep up with the speed, precision, and efficiency that customers now expect. But it’s not just about implementing AI — it’s about selecting the right vendor, not a quick-fix point solution. The wrong choice leaves you with AI that lacks the context for human-like interactions, leading to costly mistakes.

Just as important, if not more, is selecting a Customer Service partner that places people, not tickets, at the heart of every interaction. Without a human-first approach, even the most advanced AI will miss the mark. A well-crafted strategy, paired with the right partner, is key to lasting success. With consumer trust more fragile than ever, getting both your AI and customer service approach right is crucial. Do it right, and you’ll transform your operation from a cost center into a powerful revenue driver.

Request a demo today and see the Gladly difference firsthand.

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