Gladly vs Gorgias

HubSpot CRM

Zendesk Suite

Freshdesk

Help Scout

Kustomer

eDesk

Compare Gladly and Gorgias based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving tickets.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Gladly is the only CX AI that delivers cost savings AND customer devotion—built to engage, not deflect. Learn more at gladly.ai

Activity Tracking

AI Copilot

AI/Machine Learning

Alerts/Escalation

Automated Responses

Automated Routing

Automatic Call Distribution

Autoresponders

Batch Communications

Blended Call Center

Call Center Management

Call Conferencing

Call Logging

Call Monitoring

Call Recording

Call Routing

Call Scripting

Campaign Management

Canned Responses

Case Management

Chat/Messaging

Chatbot

Computer Telephony Integration

Content Management

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Support

Customizable Branding

Dashboard

Document Storage

Email Management

Feedback Management

File Sharing

Forms Management

Help Desk Management

Inbound Call Center

Inbox Management

Interaction Tracking

Interactive Content

Issue Management

Issue Tracking

Knowledge Base Management

Knowledge Management

Live Chat

Macros/Templated Responses

Manual Dialer

Mobile Access

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Natural Language Processing

Negative Feedback Management

On-Demand Communications

Online Voice Transmission

Outbound Call Center

Performance Metrics

Personalization

Predictive Analytics

Predictive Dialer

Proactive Chat

Progressive Dialer

Quality Assurance

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Reporting/Analytics

Routing

Self Service Portal

Sentiment Analysis

Service Level Agreement (SLA) Management

SMS Messaging

Social Media Integration

Social Media Monitoring

Support Ticket Management

Survey/Poll Management

Surveys & Feedback

Template Management

Text Analysis

Third-Party Integrations

Transcripts/Chat History

Transfers/Routing

Voice Mail

Workflow Management

Gladly

Web-based

Vice President, Customer Support

We were starting from nothing and Gladly's unified suite of products and seamless integrations proved to be the solution that best fit our needs.

Customer Care Coordinator

The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years.

Customer Service Representative 

Love how easy it is to help the customer in all forms of communication, everything being in one 🏼 place is beyond helpful. Not having to click through tabs is a life saver.

Affiliate Administrator

I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.

Customer Service Representative

Gladly is easy to use and makes everything easy to use! my overall experience is excellent and very satisfied.

Personal Trainer

The ability to see all customer interactions with those also on Gladly. The ability to add notes and tasks related to each customer helps keep things organized and the customer served.

Customer Service Associate

I love this software because of the many used and quality interactions.

Customer Service Team Lead

So easy to use to communicate with customers. They love the integration with shopify and how easy it is for us to locate orders.

Customer Service Agent

It is super user friendly, no need of anything like downloads, I may work anywhere and everywhere with Gladly.

Customer Relations Manager

The pricing works for our small team, it was easy to launch, support is responsive and helpful.

customer service

I dislike when you are trying to merge a call you have to press the hang-up button then it gives you the option to merge.

Director of Operations and CX

Gladly offers a true 360 degree view of our customers in a UI that is as easy as using a smartphone to text with.

It is the best tool for customer service that I've used in my life, and I've been working since 2014 on customer service.

CX/Soc Team Lead

Very easy to navigate topics, from email to phone, and has not crashed on us like prior software.

Team Lead

Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.

Looking at a white screen all day is hard on the eyes.

Customer Service Rep

I like how they have added the features to cancel and refund within the website instead of access the student's accounts on a different website.

CX Advisor

It takes a while to adjust to the layout and design, and you have to be cautious to not have multiple tabs of it open or it will effect your analytics.

Gladly screenshot: Gladly's software in action

Gladly screenshot: Customer being informed of a flight status change with Gladly

Gladly screenshot: Customer conversation with Gladly AI

Gladly screenshot: Gladly's call summary in action

Large Enterprises

Mid Size Business

Small Business

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

HubSpot CRM is a lead management solution that helps businesses with recording calls, logging emails and managing customer data. It has been designed from the ground up and is ready to eliminate manual work and actually help sales teams. It was built ready for the modern world to help users get running and start selling.

eDesk’s AI-powered customer service software is designed specifically for eCommerce businesses, to take the complexity out of managing multiple marketplaces, webstore and social media support.

The conversational AI platform for ecommerce that drives sales and resolves support inquiries through hyper-personalized, instant customer interactions.

Activity Dashboard

Contact Management

Customer History

Customizable Templates

Email Templates

Multi-Language

Offline Form

Support Ticket Tracking

Tagging

Gorgias

Android

iPhone

Co-Owner & Operations Director

Our account manager is super knowledgeable and has the ability to assess our use of the platform and make recommendations on how we can improve the experience.

Senior CX and Operations Manager

Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them.

Content Marketing Manager

We were in need of a more efficient, effective platform where we could organize and communicate amongst ourselves and to our customer base. Gorgias did that for us and we are grateful for it.

I am highly impressed with this software and the great integration with Shopify.

Senior Community Manager

I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes.

We have all our customer service happening in one place. The ability to chat, email, phone, talk on FB messenger, all while we have the customer's shopify sale within the screen is amazing.

Head of Customer Experience

I've used other platforms where everything was separate so it's nice to have it together. The data is helpful in sharing my team's successes with our management.

The functionality and ease of use is great for a small and nimble team.

We love the ability to connect multiple channels and house all our customer service in one dashboard.

Director of Marketing and Operations

We're a small brand, but Gorgias helps us manage tickets across social platforms, voicemail, and most importantly, emails. We love the integration with Shopify.

owner

We like the ease of use and how it inegrates with shopify.

General Manager

The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars.

Owner

Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great.

Setting up workflows can be annoying if you have to use tags, open/close status, etc.

Senior Director Sales Marketing

You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you.

VP of Marketing

Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't.

Systems Administrator

I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform - cost compared to competition is by far the most important aspect.

Customer Support Manager

That all customer inquiries are in one location. The statistics tool helps keep track of your customer support ratings, review tickets, and workload among other things.

Gorgias screenshot: AI Agent handle order updates, refunds, and subscription management, as well as providing product recommendations.


Gorgias screenshot: All support channels in one place: email, chat, social, voice, SMS and WhatsApp.


Gorgias screenshot: Connect with 100+ ecommerce-specific app integrations for unified customer data.


Gorgias screenshot: Address a wide range of ecommerce use cases—from editing orders and managing subscriptions to providing personalized product recommendations—directly from your CX platform.


Gladly vs Gorgias Comparison (2026)

Gladly

Gorgias

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives