A Gladly alternative with empathy engineered in, at a flat price
Gladly is people-centered and voice-heavy, built for premium consumer brands that treat every customer as a lifelong relationship. It is also priced and shaped for enterprise. If you want empathetic, context-aware support without the enterprise commitment, Resolve engineers empathy into the AI instead of pricing it as a service tier.
Why teams look at Gladly alternatives
- Enterprise pricing. The per-agent, relationship-first model is built for large premium brands.
- Voice-weighted. Strong for phone-heavy consumer support, heavier than needed for digital-first teams.
- Human-first by design. Excellent for high-touch brands, but it is not an engine that auto-resolves the routine flood.
What to look for in a replacement
- Empathy that is real, not just tone. The AI should sense sentiment and never answer an angry or grieving ticket in FAQ voice.
- Resolution for the routine, so humans spend their warmth where it counts.
- Flat, non-enterprise pricing to start.
Why Resolve is a strong Gladly alternative
Resolve is built the other way around. The AI is the product, not an add-on. Reva reads every ticket on arrival, grounds an answer in your own help center and live system data, scores its own confidence, and auto-resolves the 80 to 90 percent that are clearly safe. Everything else comes to you as a decision card with the draft reply, the reasoning, the sources, and the guard that tripped, so you approve, edit, or escalate in one click.
- Flat pricing. No per-agent seats and no per-resolution meter. Your bill does not climb when the AI does its job well.
- Zero-admin. Change routing, tone, SLAs, and the confidence dial in plain language. No JQL, no admin-role gate, no consultant.
- Resolves on day one. Reva answers from your existing docs immediately. There is no 1,000-ticket cold start, and every answer cites its source so it is not confidently wrong.
- Grounded and safe. Reva refuses to guess. Refunds, fraud, bugs, and angry tickets route to a human by design, never auto-closed.
- Self-improving. Resolved tickets draft new articles for a human to approve, so the next similar ticket resolves alone.
Empathy is engineerable, and Resolve treats it that way. A sentiment guardrail means an angry, urgent, or emotional ticket never auto-closes and never gets FAQ voice, it routes to a human with the context attached. Surveys back this up: most people believe AI can make service more empathetic when it adjusts tone to sentiment, and that is exactly what the guardrail enforces.
One honest note. Marketing decks love a big "deflection" number. Resolve reports verified resolution (the customer confirmed it or never came back) separately from deflection, and treats 72-hour reopen rate as the real honesty metric. When you compare tools, ask each vendor for verified resolution, not deflection, and ask what a heavier automation month does to the bill.
How to migrate from Gladly (honestly)
- Import your knowledge and voice guidelines so Reva grounds answers and matches your brand tone.
- Connect your channels, including SMS and voice via Twilio if phone matters.
- Export customer records and conversations through the Gladly API and bring the recent window.
- Run parallel, confirm the empathy and resolution numbers, then move over.
Other Gladly alternatives worth a look
- Kustomer for a CRM-style enterprise desk.
- Zendesk for the largest ecosystem.
- Front for collaborative inbox workflows.
Frequently asked
Can AI be empathetic enough for a premium brand?
For routine tickets, yes, and for emotional ones, Resolve deliberately does not try to auto-close. The sentiment guardrail routes angry, urgent, or grieving tickets to a human with full context, so warmth goes where it matters.
Is Resolve cheaper than Gladly?
It starts flat and self-serve, without an enterprise per-agent commitment. Compare total cost including the humans freed up by real auto-resolution.
Does Resolve handle voice like Gladly?
Resolve is digital-first, and connects to Twilio for SMS and voice channels. For phone-dominant premium support, evaluate that fit specifically.