Side-by-side comparison
Gladly vs Gorgias
Compare Gladly and Gorgias across pricing, features, and fit for your e-commerce stack.
Quick Comparison
About
Gladly
Gladly is a customer service platform built around a fundamentally different model: it treats every customer interaction as a continuous conversation, not a discrete ticket. All channels (email, chat, phone, social DMs, SMS) appear in a single customer timeline, so agents always have full context without switching tabs or reading ticket history. The result is faster handle times and meaningfully better customer experiences. The trade-off is price: Gladly targets mid-market and enterprise brands, and the per-agent cost reflects that. For high-volume DTC brands that have outgrown Gorgias and want to invest in support as a retention strategy, Gladly is the most thoughtful product in the category.
Gorgias
Gorgias has become the de facto helpdesk for scaling Shopify brands, and the reason is straightforward: it was built from the ground up for e-commerce, not adapted from a generic SaaS ticketing tool. Email, live chat, Instagram DMs, Facebook comments, and SMS all collapse into a single inbox, with full Shopify order context surfaced automatically on every ticket. The automation rules are where serious efficiency gains live. Most brands get 60% or more of tickets resolved without human intervention. It does get expensive as your support volume grows, and the analytics could be deeper, but for centralising the chaos of multi-channel support it remains the category leader.
Key Features
Gladly
Unified Customer Timeline
Every interaction across email, chat, SMS, phone, and social DMs appears in one chronological thread per person — never split across disconnected tickets.
Omnichannel Inbox
Agents handle every channel from a single screen with no tab-switching or context-shifting between separate helpdesk queues.
AI Sidekick
Suggests responses, summarises long threads, and automates routine actions so each agent handles significantly more conversations per shift.
People Match Routing
Routes incoming contacts to the agent who already has a relationship with that customer, reducing repeat explanations and raising CSAT.
Gorgias
Deep Shopify Integration
View and edit orders, refunds, and subscriptions directly inside every ticket without switching tabs.
AI Automate
Detects intent and sentiment to handle routine tickets like WISMO, cancellations, and return requests automatically.
Revenue Tracking
Attributes revenue to support interactions so you can see which agents and channels drive the most conversions.
Macro Rules
Build powerful automation rules that trigger based on order data, tags, and customer history to cut handle time.
Screenshots
Gladly
Gorgias
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