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Gladly Snapshot
We’re Gladly. We’re on a mission to make customer service radically personal by putting people at the center of every conversation, from first chat to last call. We’ve tossed out the old-school model of tickets and case numbers, and built Gladly around people. And we bring all conversations into one lifelong conversation, regardless of the channel. Built for the way people communicate today, Gladly superpowers agents to help customers in a meaningful and personalized way with a new approach to customer service that puts people first, every time. Gladly's core values are:
We win as one team:
We believe the most important focus for us as a team is making the company successful. As we grow the team from hundreds to thousands, it’s ever more important that we start our thinking with the goals of the company above a single department or individual role. We hire great people who deeply appreciate quality of execution and embrace a culture of mutual accountability, where we proactively engage if we notice something going astray. We treat each other with respect and dignity, encourage diversity of thought, and actively foster an inclusive environment.
We believe in challenging the status quo:
We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.We believe that just because something has been done a certain way before, it does not mean that it has to be done that way in the future. We have chosen a unique approach to customer service that is centered around putting people at the heart of every conversation, now powered by AI and automation to deliver radically personal service at scale.
We are successful when our customers succeed:
We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals. We know that customer success isn't always about saying “yes”. Sometimes, it means saying “no” if we can't help a customer succeed, or if it's not the best decision for our company. We promise two things to customers. First, something will go wrong. Second, we will work tirelessly to fix the problems and make things right regardless of our role or title.
We value underdog grit:
We believe in the power of the underdog. Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard. We possess the courage to embrace challenges and the resilience to make the sacrifices required to overcome them. We celebrate when we overcome adversity. We know that success is sweeter when it's hard-earned, and we celebrate when we overcome obstacles to achieve our goals.
We strive to make every shot count:
We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be. We also believe in continuous improvement so that each time we do something, we look for ways to make what we do better. We believe that making every shot count also means deciding which are the best shots to take. So, we strive to remain agile while setting clear goals and prioritizing what’s most important.
We embrace transparency:
We work to share the information we need to do our jobs. We are champions of public documentation and over-communication. We give and receive feedback openly, leaning into direct conversations that make us better. We know the best outcomes come from collaboration followed by communication of and commitment to the decision.
We win as one team:
We believe the most important focus for us as a team is making the company successful. As we grow the team from hundreds to thousands, it’s ever more important that we start our thinking with the goals of the company above a single department or individual role. We hire great people who deeply appreciate quality of execution and embrace a culture of mutual accountability, where we proactively engage if we notice something going astray. We treat each other with respect and dignity, encourage diversity of thought, and actively foster an inclusive environment.
We believe in challenging the status quo:
We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.We believe that just because something has been done a certain way before, it does not mean that it has to be done that way in the future. We have chosen a unique approach to customer service that is centered around putting people at the heart of every conversation, now powered by AI and automation to deliver radically personal service at scale.
We are successful when our customers succeed:
We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals. We know that customer success isn't always about saying “yes”. Sometimes, it means saying “no” if we can't help a customer succeed, or if it's not the best decision for our company. We promise two things to customers. First, something will go wrong. Second, we will work tirelessly to fix the problems and make things right regardless of our role or title.
We value underdog grit:
We believe in the power of the underdog. Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard. We possess the courage to embrace challenges and the resilience to make the sacrifices required to overcome them. We celebrate when we overcome adversity. We know that success is sweeter when it's hard-earned, and we celebrate when we overcome obstacles to achieve our goals.
We strive to make every shot count:
We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be. We also believe in continuous improvement so that each time we do something, we look for ways to make what we do better. We believe that making every shot count also means deciding which are the best shots to take. So, we strive to remain agile while setting clear goals and prioritizing what’s most important.
We embrace transparency:
We work to share the information we need to do our jobs. We are champions of public documentation and over-communication. We give and receive feedback openly, leaning into direct conversations that make us better. We know the best outcomes come from collaboration followed by communication of and commitment to the decision.
Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers.
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.
Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.
Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.
