Side-by-side comparison
Gladly vs Tidio
Compare Gladly and Tidio 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.
Tidio
For Shopify stores that want live chat without the overhead of a full support team, Tidio punches well above its price point. Its AI agent handles the repetitive volume autonomously: order status lookups, return policy questions, and basic FAQs, so human agents only see the tickets that actually need them. Setup is genuinely quick, and the Shopify integration surfaces order data directly inside the chat window. The interface is clean enough that small teams can have it running in an afternoon. It's less feature-rich than dedicated helpdesks like Gorgias, but for stores not yet ready for that level of investment, Tidio is a smart starting point.
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.
Tidio
Lyro AI Agent
Resolves up to 70% of customer questions automatically using your store's content, without any training required.
Order Tracking
Pulls live Shopify order data into every chat so customers get instant status updates without human involvement.
Omnichannel Inbox
Centralises live chat, email, Messenger, and Instagram DMs in a single shared inbox for your support team.
Sales Flows
Trigger automated discount offers and product recommendations based on visitor behaviour to recover lost revenue.
Screenshots
Gladly
Tidio
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