The best help desk for Ecommerce
Gorgias vs Gladly: Pick the Tool That Doesn’t Leave You Drowning in Tickets
Gorgias’s strategic automations handle repetitive tasks and questions so you actually have time to add the human touch when it matters.
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Auto-answer repetitive questions to focus on tickets that matter
Gladly forces you to respond to every single question manually, no matter how basic or repetitive. And when nearly 20% of ecommerce support questions are “Where is my order?,” that’s not a smart use of time. Your team can't offer human support if you’re drowning in tickets and manually copy/pasting order info all day.
Gorgias uses machine learning to scan incoming questions and automatically send personalized, on-brand responses to the most repetitive ones. This frees your team to prioritize complex, urgent, or pre-sales interactions.
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Better Shopify integration to make repetitive tasks more efficient
With Gladly’s shallow Shopify integration, your team will lose valuable time switching between Gladly, Shopify, or other ecommerce platforms.
Gorgias gives you a smooth experience managing orders with its robust integration with Shopify. You can create orders, edit shipping addresses, make partial refunds, plus more within Gorgias.
Plus, you can even set up Gorgias Macros to automatically process these changes upon send.
Gorgias is the best support platform for businesses running on Shopify. The deep Shopify integrations are an invaluable part of our support process and save us countless hours a month.
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Deeper plug-ins to 100+ ecommerce apps (so you don’t need 10 tabs open)
Gladly has 36 integrations. Gorgias integrates with over 100 of the most used apps for online stores — including apps that Gladly doesn’t connect to — like Yotpo, Judge.me, Linnworks, ShipBob, and Postscript.
Gorgias prioritizes deep API integrations that power up your helpdesk software with:
- Real-time customer information. Manage loyalty status, past reviews, and subscription details.
- Seamless conversations between marketing and support. Turn SMS/email marketing replies into tickets to keep the entire customer conversion in one thread.
- Easy, instant changes. Update orders, subscription status, and more within Gorgias.
Given the different channels we use, our laptops would have 10 different tabs open. It was difficult to get a cohesive view of the customer. But with Gorgias + Recharge, we see all information in one window and have better visibility into the customer to manage their subscription, saving us a ton of time.
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See Gorgias in action to compare it with Gladly
Gorgias gives you access to powerful, flexible automations. You can automatically respond to transactional tickets (like “Where is my order?” or “Can you ship to Canada?”). For these questions, customers are looking for quick information, not a human touch.
Automation includes personalization, too: They pull customer info from Shopify and other apps. They can also trigger changes in those apps, like updating an address or cancelling an order before it’s shipped.
This means instant responses for customers, less menial work for your team, and more time to spend on tickets that actually need a human touch.
Gladly’s approach to customer communication is all manual, all the time. They believe that this is the only way to achieve satisfying, personalized customer service. But good luck offering satisfying service if you’re drowning in low-impact, repetitive tickets.
This approach makes more sense for non-ecommerce industries, where most questions are unique. In ecommerce, a bulk of questions are transactional: customers want to manage an order or get an update, and fast.
If Gladly let you automates these to provide the instant support customers want, and you'd have much more time to spend on more complex tickets that need your attention.
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How Gorgias helps you boost revenue from customer experience
Spend less time switching tabs and more time supporting your customers. Offer personalized support much faster thanks to:
- Detailed customer info from all your ecommerce apps centralized in one place
- Templates that auto-fill customer information and automatically update their orders
- Automatic ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Merchants who take full advantage of Gorgias’ Automation Add-on and ticket routing deflect up to 40% of tickets, saving time for sensitive, complex, and high-impact questions.
- Automated FAQs and workflows
- Turn your chat widget into a customer portal, with order tracking and management
- Customizable autoresponders (that can also trigger order actions through the Shopify integration
Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Gorgias can automatically identify, tag, and assign tickets based on a number of factors:
- Past orders: Prioritize customers who you know are big spenders at your store
- Channel: Respond to shoppers actively awaiting a response on live chat or SMS
- Pre-sales questions: Flag tickets from customers considering a purchase
- Escalations: Help angry customers they post negative reviews or social media posts
Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Chat campaigns help you reach out to customers based on their browsing behavior:
- Ask if they need help
- Highlight new product or promotions
- Provide the information and incentives they need to click “Place order”
This is also a good way to automatically engage VIP customers and encourage repeat purchases.
Customer service shouldn't just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they're having a great experience. You don't use it just to solve problems, but to create new relationships and sales.
Get detailed analytics about your Shopify store's revenue and the types of support (and automated interactions) that lead to sales.
Monitoring this data helps support teams make a strong impact on the company’s bottom line while proving your ROI to company leaders.
Customer support teams using Gorgias generated over $1 billion in 2021.
In Gorgias, you can see what kind of ticket actually generated each piece of revenue. You can see what conversation you had with the customer that made them want to purchase.
Gorgias vs Gladly pricing: Seats vs tickets
Gorgias pricing is based on tickets, not users: We don’t charge per seat, so your whole team can obsess over CX.
Gladly’s pricing model makes you pay per user seat, siloing and limiting growth of your CX team.
We made this decision based on feedback from ecommerce business owners who want to:
- Invite Marketing, Product, and Website teams to get insights and feedback directly from customers to improve the product and CX
- Add new agents (and outsourced agents) at no extra charge, during busy seasons and periods of growth
- Tag technical support or other non-CX team members directly in Gorgias instead of chasing them down on another tool and copy/pasting their answer
Watch out for Gladly’s steep annual pricing
Gladly’s pricing starts at a steep price of $150/agents per month for a minimum of 10 seats and a mandatory annual plan. That’s $18,000 for your first year, minimum.
Gorgias offers more affordable plans and lets you choose between a monthly contract or a discounted annual one. If you’re a smaller team with fewer than 10 agents, you can get started with Gorgias much easier (and move to more robust plans as you grow).
For just $10/month, you have instant access to omnichannel support, powerful automations to process order updates, automatic ticket-tagging, insightful reports, and more.