Gladly vs Gorgias (2026)

TL;DR

• Pick Gladly if you're a B2C retail or service brand that treats customers as people, not tickets, and wants a customer-centric platform with strong voice, lifelong conversation history, and AI agents across channels.
• Pick Gorgias if you run a Shopify or BigCommerce store and want an ecommerce helpdesk that surfaces order data inline, automates repetitive tickets, and is built to drive revenue from support.

Pricing

The two price very differently. Gorgias is volume-based and accessible: plans start around $10/mo (Starter, ~50 tickets) and scale up through Pro (from ~$360/mo) by ticket allotment — attractive for SMB and growing DTC brands. Gladly is enterprise: custom pricing estimated around $180–$210/user/mo with a minimum spend. Gladly is built for larger, higher-touch brands; Gorgias meets stores wherever they are on the growth curve.

Core philosophy

Gladly's defining idea is that there are no tickets — there's one lifelong conversation per customer, spanning voice, chat, email, and SMS, with full history always visible. That people-centered model suits brands where loyalty and high-touch service drive lifetime value. Gorgias is unapologetically ticket-and-ecommerce-centric: every conversation sits next to the customer's orders, so agents act on commerce data directly.

Ecommerce integration

Gorgias wins decisively for Shopify. It surfaces order details, lets agents refund, cancel, or duplicate orders without leaving the helpdesk, and ties support actions to revenue. Gladly integrates with commerce platforms too, but order-level operations aren't its native focus the way they are for Gorgias.

Voice and channels

Gladly is voice-first by design — phone is a first-class channel woven into the unified conversation, which is a real edge for retail brands with heavy call volume. Gorgias covers email, chat, social, and SMS strongly and has added voice, but Gladly's phone experience is more mature.

AI and automation

Both lean hard into AI. Gorgias's automation is tuned to resolve common ecommerce questions (where's my order, returns, sizing) and even recommend products to lift sales. Gladly's AI agents focus on resolving issues while preserving the personal, on-brand tone its customers care about. Gorgias optimizes for deflection and revenue; Gladly optimizes for experience.

Who it's built for

Gorgias is the default for DTC and Shopify merchants of nearly any size. Gladly targets established retail and consumer-service brands with large teams, high call volume, and a premium service bar.

Bottom line

Choose Gorgias if you're an ecommerce store — especially on Shopify — that wants affordable, revenue-aware support automation. Choose Gladly if you're a larger consumer brand that wants a voice-first, people-centered platform and can invest in it. They're built for different ends of the retail spectrum, and your channel mix and budget will make the answer clear.