Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support

Recognition Highlights the Growing Need for AI-Driven, Customer-Centered Service Solutions

SAN FRANCISCO, Feb. 14, 2025 /PRNewswire/ -- As businesses grapple with evolving customer expectations and the rapid advancement of AI, the need for customer service solutions that are both intelligent and deeply human has never been greater. In recognition of this shift, Gladly has been named to the Constellation ShortList™ for Digital Customer Service and Support for Q1 2025, marking it as a leading solution for brands looking to modernize service operations and elevate customer experiences.

Constellation Research evaluates vendors based on client inquiries, market share, customer references, and independent analysis. The ShortList identifies leading solutions that help organizations modernize their technology stack and maximize the value of their investments. Gladly's inclusion reflects its innovative, customer-first model.

Unlike traditional ticket-based platforms that bolt AI onto legacy workflows, Gladly was designed from the ground up to unify conversations across channels, putting customers — not tickets — at the heart of every interaction. This approach empowers brands to create seamless, personalized service experiences while simultaneously driving efficiency.

"Standalone AI products are simply extending legacy ticket-based customer service tools to make customers feel even more deflected," said Charlie Besecker, President of Gladly. "Gladly was built differently; we keep the customer at the center of every conversation and use AI to create personal experiences that build loyalty and engagement."

Why This Matters

Customer service is no longer just about solving problems — it's a key driver of customer retention, brand loyalty, and revenue. Companies that fail to deliver seamless, AI-enhanced support risk losing customers to competitors who do.

The recognition by Constellation Research underscores the growing industry shift toward AI-powered, customer-first service models that enable businesses to:

• Drive revenue through support, turning service into a growth engine.
• Reduce operational costs, improving efficiency with automation.
• Deliver radically personal experiences, strengthening customer loyalty and satisfaction.

Real-World Impact

Brands using Gladly have seen transformative results, including:

• 470% ROI in one year, fueled by higher customer lifetime value and lower operational costs.
• 45% faster handle times, allowing teams to assist customers more efficiently.
• Customer satisfaction scores up to 98%, driven by smoother, more personal interactions.

"AI is both a major opportunity and a major risk for brands. AI that focuses purely on automating ticket resolution and those that lack individual customer context are eroding customer experiences every minute of every day," added Besecker. "With Gladly, AI is an extension of our founding thesis that a single lifelong conversation will always create a superior experience to tickets. Our integrated automation engine blends AI automation, the very best of people, and real customer context to transform service across every channel."

The Future of Customer Service

As brands move beyond reactive customer support to proactive, revenue-generating service strategies, platforms like Gladly are becoming critical to business success. By eliminating ticket-based workflows and enabling truly connected conversations, Gladly helps companies like Nordstrom, Warby Parker, and Crate & Barrel turn customer service into a competitive advantage.

About Gladly

Gladly is the AI-powered, people-centered customer service platform built to help brands navigate today's rapidly evolving consumer landscape. By unifying interactions across all channels into a single, lifelong conversation, Gladly enables teams to provide seamless, personalized support at scale while maximizing operational efficiency.

Discover why leading brands trust Gladly: gladly.com

Disclaimer

Constellation Research does not endorse any solution or service named in its research.

SOURCE Gladly