10 meilleures alternatives à Gladly évaluées en 2026
Sélection des meilleures alternatives à Gladly
En tant que responsable de l’expérience client, vous devez probablement relever plusieurs défis, qu’il s’agisse de gérer un volume élevé de demandes ou d’assurer un support cohérent sur tous les canaux. Si vous utilisez Gladly, mais constatez que la plateforme ne répond pas tout à fait aux besoins de votre équipe, vous n’êtes pas seul. Nombreux sont ceux qui recherchent des alternatives pour gérer des problèmes spécifiques, comme les capacités d’intégration ou les besoins propres à certains secteurs.
D’après mon expérience, choisir la bonne plateforme de service client peut faire une grande différence. J’ai testé et évalué de manière indépendante diverses options afin de vous fournir des informations impartiales.
Dans cet article, je vous présente mes meilleures alternatives à Gladly. Vous découvrirez quels outils pourraient mieux soutenir les objectifs de votre équipe et améliorer vos interactions avec les clients. Examinons quelques solutions susceptibles de répondre aux défis propres à votre entreprise.
Qu’est-ce que Gladly ?
Gladly est une plateforme de service client conçue pour aider les équipes à gérer les interactions sur différents canaux. Elle est couramment utilisée par les professionnels du service client qui doivent fournir une assistance personnalisée et efficace. Les fonctionnalités de messagerie électronique, de chat et de communication vocale contribuent à offrir une expérience unifiée aux agents comme aux clients. Globalement, Gladly apporte de la valeur en centralisant les communications et en améliorant la satisfaction client.
Résumé des meilleures alternatives à Gladly
Ce tableau comparatif récapitule les détails tarifaires de mes meilleures alternatives à Gladly afin de vous aider à trouver la solution la plus adaptée à votre budget et aux besoins de votre entreprise.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for AI-driven eCommerce support | Free plan available | From $69/user/month (billed annually) | Website | |
| 2 | Best for unified support channels | 14-day free trial + free demo available | From $26.1/user/month (billed annually) | Website | |
| 3 | Best for versatile AI support solutions | 14-day free trial | From $24/user/month (billed annually) | Website | |
| 4 | Best for eCommerce customer support | 30-day free trial + free demo available | From $40/month | Website | |
| 5 | Best for integrated customer messaging | 14-day free trial | From $29/user/month (billed annually) | Website | |
| 6 | Best for CRM-integrated service | Free demo available | Pricing upon request | Website | |
| 7 | Best for AI-enhanced knowledge management | Free demo available | Pricing upon request | Website | |
| 8 | Best for AI-driven customer experience | Free demo available | From $119/seat/month | Website | |
| 9 | Best for AI-driven ticket management | Free demo available | From $1/resolved ticket | Website | |
| 10 | Best for all-in-one support features | 30-day free trial available | From $15/user/month (billed annually) | Website |
Pourquoi faire confiance à nos avis logiciels
Nous testons et évaluons des logiciels depuis 2020. En tant que leaders CX nous-mêmes, nous savons qu’il est crucial et difficile de faire le bon choix dans la sélection d’outils. Nous réalisons des recherches approfondies pour aider notre audience à prendre de meilleures décisions d’achat logiciel. Nous avons testé plus de 2 000 solutions pour différents usages CX et rédigé plus de 1 000 analyses détaillées. Découvrez notre transparence & notre méthodologie d’évaluation logicielle.
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SupportYourApp
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Tidio
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Freshdesk
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Avis sur les meilleures alternatives à Gladly
Vous trouverez ci-dessous mes résumés détaillés des meilleures alternatives à Gladly qui figurent dans ma sélection. Mes avis offrent un aperçu approfondi des principales fonctionnalités, des avantages et inconvénients, des intégrations et des cas d’utilisation idéaux de chaque outil afin de vous aider à trouver celui qui vous convient le mieux.
Best for AI-driven eCommerce support
Richpanel is a customer support platform built for eCommerce teams that need to manage orders and conversations in one place. It helps your team handle support across chat, email, and self-service tools tied to shopper activity.
Why it's a good Gladly alternative: Richpanel uses AI to help your team automate common eCommerce requests, which fits the need for AI-driven eCommerce support. You can create self-service flows that let shoppers track orders, request returns, or solve simple issues without waiting. Its agent console shows order details and past activity, so your team can reply with the right context. You also get AI suggestions that help your team answer faster and stay consistent across channels.
Standout Features & Integrations:
Features include a customer portal that lets shoppers manage their own orders, performance dashboards that help your team track work, and routing tools that send conversations to the right people.
Integrations include Shopify, WooCommerce, Klaviyo, Gmail, Facebook, Instagram, and Recharge.
Pros and Cons
Pros:
- Helpful views for repeat issues
- Scales well with order volume
- Strong tools for eCommerce flows
Cons:
- Analytics need deeper tuning
- Custom flows need testing
Re:amaze
Best for unified support channels
Re:amaze is a customer support platform built for teams that want all conversations handled in one place. It helps your team manage email, chat, social messages, and updates from a single dashboard.
Why it's a good Gladly alternative: Re:amaze brings your support channels together so your team can reply from one shared inbox. Its chat features help you answer questions quickly without moving between tools. Automation rules help you route messages and keep your workload organized across channels. You also get status updates and notifications that help your team stay aligned when customers need help in real time.
Standout Features & Integrations:
Features include chatbots that handle basic questions for your team, customer journey tracking that shows where each person is in the process, and workflow tools that help you manage repeat tasks.
Integrations include Shopify, BigCommerce, WooCommerce, Klaviyo, Mailchimp, Stripe, Smile.io, ReCharge, and Google Analytics.
Pros and Cons
Pros:
- Knowledge base feature
- Real-time live chat support
- Hyper-personalized customer experiences
Cons:
- Reporting and analytics features are less mature than those of larger platforms
- Limited customization options
HappyFox
Best for versatile AI support solutions
HappyFox is a customer support and help desk platform designed to help teams manage tickets across email, chat, phone, social, and web forms. It supports a wide range of service operations, giving your team tools to organize requests, automate tasks, and resolve issues efficiently.
Why it's a good Gladly alternative: HappyFox gives you AI features like automated ticket actions, AI summaries, and sentiment detection, which help your team handle tickets faster. You can set clear workflows, routing rules, and task automation so your support process scales as volume grows. Its unified ticketing system keeps every request organized, regardless of the channel it came from.
Standout Features & Integrations:
Features include canned actions that let you bundle several steps into one click, a self-service knowledge base your customers can use before reaching out, and reporting tools that show your team’s workload and performance.
Integrations include Salesforce, Shopify, Jira, Google Workspace, WhatsApp, Microsoft Teams, FreshBooks, and Zoom.
Pros and Cons
Pros:
- Mobile app accessibility
- Customizable dashboard
- Efficient ticket management
Cons:
- May not be suited to small businesses
- Occasional feature updates needed
Gorgias
Best for eCommerce customer support
Gorgias is a helpdesk platform built for eCommerce teams to manage support across email, chat, social, SMS, and voice in one place. It’s designed for online stores needing to handle customer questions, order issues, and returns — all tied to actual store data.
Why it's a good Gladly alternative: Gorgias uses AI to automate replies, tag tickets, and handle common tasks so your team spends less time on repetitive work. It shows full customer details like order history, subscription info, and past purchases in the support window, so you have everything you need to help a shopper. You can update orders, issue refunds, or change shipping without leaving the helpdesk, which keeps support and order management connected.
Standout Features & Integrations:
Features include auto-tagging and AI-driven ticket classification to sort issues fast, macros and rules to quickly handle common requests like returns or order status, and a help-center widget so customers can self-serve before contacting support.
Integrations include Shopify, Adobe Commerce, BigCommerce, Instagram, Facebook, WhatsApp, Gmail, Mailchimp, Klaviyo, and Yotpo.
Pros and Cons
Pros:
- Allows refunds or order edits without leaving the interface
- Handles email, chat, social, SMS, and voice
- AI automation reduces repetitive support tasks
Cons:
- Automation rules can be tricky to set up
- Ticket-based pricing can get unpredictable
Intercom
Best for integrated customer messaging
Intercom is a customer messaging and support platform built for teams that want to manage live chat, email, SMS, and help-desk tickets in one place. It helps your team handle conversations, automate routine tasks, and keep track of support workflows across different channels.
Why it's a good Gladly alternative: Intercom combines messaging, automation, and AI in one inbox, so your team doesn’t have to jump between tools. Its AI features, such as Fin AI Agent and Copilot draft replies, route chats, and handle common questions to cut down routine work. It supports live chat, email, SMS, and help desk tickets in the same workspace, keeping the full context in front of your team.
Standout Features & Integrations:
Features include a shared inbox for all communication channels so you always see the full customer history, automated workflows and assignment rules to route conversations automatically, and a public help center where customers can self-serve without contacting support.
Integrations are available through MCP or API Data Connectors.
Pros and Cons
Pros:
- Shared inbox keeps conversation history intact
- AI helps reduce repetitive support tasks
- Unified messaging across channels
Cons:
- Ticketing workflows are more limited than full systems
- Help-desk features may feel basic for complex support
Kustomer
Best for CRM-integrated service
Kustomer is a customer service platform built for teams that need every customer detail in one place. It helps support teams manage conversations while staying tied to CRM data.
Why it's a good Gladly alternative: Kustomer ties your service work to real-time customer records so your team can act with better context. Its timeline view shows every interaction in one thread, helping you handle issues without switching tabs. Automation tools help you route tasks and reduce manual work while staying connected to CRM data.
Standout Features & Integrations:
Features include a customizable dashboard that lets your team personalize the interface according to their needs. The platform's reporting tools provide insights into team performance and customer trends. Additionally, Kustomer offers a unified timeline for each customer, giving your team a complete history of interactions.
Integrations include Shopify, Adobe Commerce, Gmail, and Amazon Connect.
Pros and Cons
Pros:
- Helpful CRM linked context
- Easy to adjust workflows
- Strong tools for large teams
Cons:
- Custom options take time to tune
- Setup can feel technical
Knowmax
Best for AI-enhanced knowledge management
Knowmax is a knowledge management platform built for support teams that need clear, organized information for daily work. It helps your team create, share, and use knowledge across channels.
Why it's a good Gladly alternative: Knowmax uses AI to help your team find answers faster and keep knowledge up to date without extra steps. You can build guided workflows that show agents what to do next, which supports AI-enhanced knowledge management. Its decision trees help reduce mistakes and make complex tasks easier for your team. You also get quick content creation tools that help you turn expert knowledge into structured guides your agents can use right away.
Standout Features & Integrations:
Features include visual how-to guides that help your team explain steps clearly, feedback tools that show you what content needs work, and analytics that help you see what knowledge your team uses the most.
Integrations include Salesforce, Freshdesk, Zendesk,, Genesys, Talkdesk, and Exotel
Pros and Cons
Pros:
- Insightful analytics
- Customizable knowledge base
- Efficient decision tree creation
Cons:
- Occasional feature updates needed
- Complexity in initial setup
Five9
Best for AI-driven customer experience
Five9 is a cloud-based contact-center platform that helps teams handle calls, chats, emails, SMS, and social messaging from one system. It’s built for organizations that need a wide range of contact-center functions like inbound/outbound calls, digital support, and AI-powered customer workflows.
Why it's a good Gladly alternative: Five9 offers AI-driven customer service software that includes virtual agents, live agent assist, AI summaries, and sentiment-based routing to reduce repetitive work and optimize response times. Its platform brings voice and digital channels together, giving teams a unified customer communication experience without juggling multiple tools. As a SaaS customer service tool, Five9 also provides call scripting, workforce management, and detailed metrics to help you keep operations organized and improve the support tickets user experience.
Standout Features & Integrations:
Features include intelligent virtual agents for self-service, real-time call and chat analytics and reporting, and tools for call quality monitoring and workforce management for scheduling and performance tracking.
Integrations include Salesforce, Zendesk, Microsoft Dynamics 365, Oracle, and ServiceNow.
Pros and Cons
Pros:
- Both inbound and outbound support
- Supports voice, chat, email, SMS, and social messaging
- AI tools reduce repetitive support work
Cons:
- Might be overkill for small teams
- Requires a higher budget compared to simpler
Kayako
Best for AI-driven ticket management
Kayako is a customer service platform built for teams that need a shared space to manage conversations. It helps support teams handle messages across email, chat, and other channels in one place.
Why it's a good Gladly alternative: Kayako gives you AI-driven tools that help your team move faster when you’re handling tickets. You get features like automated conversation routing and instant context, so you don’t waste time digging through old threads. Its AI suggestions help your team resolve issues with fewer steps, which fits the need for AI-driven ticket management.
Standout Features & Integrations:
Features include a shared inbox that keeps every message in one view, detailed conversation histories that show you the full customer path, and self-service help center tools that let your team publish answers quickly.
Integrations are available through the open APIs.
Pros and Cons
Pros:
- Smooth onboarding for support agents
- Flexible settings you can tweak
- Easy setup for new teams
Cons:
- Custom rules need patience to build
- Some features feel heavy at first
LiveAgent is a help desk platform built for teams that want every support channel in one place. It helps your team handle tickets, chats, calls, and self-service tasks from a single dashboard.
Why it's a good Gladly alternative: LiveAgent gives you ticketing, live chat, and call tools in one system, which fits the need for all-in-one support features. The ticketing hub helps your team stay organized without jumping between different tools. You can use built-in chat tools to respond faster when customers need quick help. LiveAgent also includes call features that let your team manage voice support without adding extra software.
Standout Features & Integrations:
Features include a customer portal that helps your team share helpful content, automation rules that reduce repetitive steps, and canned responses that help you answer repeat questions quickly.
Integrations include Slack, Shopify, Mailchimp, Jira, Facebook, Twitter, Instagram, PipeDrive, Viber, and Braintree.
Pros and Cons
Pros:
- Real-time live chat support
- Efficient ticketing system
- Collaborative email management
Cons:
- Some advanced automation and AI features are limited or require significant effort
- Interface and mobile experience can feel dated
Autres alternatives à Gladly
Voici quelques alternatives supplémentaires à Gladly qui ne figurent pas dans ma sélection, mais qui méritent tout de même votre attention :
- Genesys Cloud CX
For scalable cloud contact centers
- Front
For team collaboration on support
- Talkdesk
For AI-powered contact centers
- Dixa
For B2C brands with AI-driven service
- Freshdesk
For AI-powered customer support
- Tidio
For live chat features
- HubSpot Service Hub
For integrated CRM solutions
- Zoho Desk
For AI-driven ticketing
- Zendesk
For omnichannel support
- Salesforce Service Cloud
For enterprise-level customization
How I Evaluate Gladly Alternatives
I evaluate these tools in two layers—first, whether they can unify voice, chat, and order history for a DTC support team, then which differentiators make one platform the right fit.
Core Functionality (Table Stakes For This List)
When I'm selecting tools for my list, I rank each one on a scale from 0 (does not offer the functionality) to 5 (excels in this area) for each core functionality listed below. Then, I calculate the tool's total score into a percentage. Each tool needs to achieve a minimum total score of 65% to be considered for inclusion.
- Omnichannel Agent Workspace: I check whether agents can handle a live call, respond to an Instagram DM, and answer an email all from one screen without switching between tabs or tools.
- Customer-Centric Conversation Threading: Instead of isolated tickets, I look for a persistent timeline tied to each customer so agents see the full history across channels before they even say hello.
- Native Voice & Contact Center: I evaluate whether voice is built in with IVR, call routing, and recording rather than bolted on through a separate telephony provider that fragments the agent experience.
- AI & Automation Tools: I look at whether the platform offers AI chatbots, agent-assist suggestions, or intent detection that can deflect common order-status questions while routing complex issues to a person.
- CRM & Ecommerce Integrations: Platforms need to connect with tools like Shopify, Salesforce, or BigCommerce so agents can pull up order details, process refunds, or check loyalty status without leaving the conversation.
- Knowledge Base & Self-Service: I evaluate whether the platform includes a customer-facing help center and bot-driven article suggestions that let shoppers resolve sizing questions or return policies on their own.
Once I have a list of tools that meet this criteria, I consider what sets each platform apart.
Differentiating Factors (What Sets Vendors Apart)
Here's how I compare and contrast different vendors:
Standout Features
A unified customer profile makes a real difference. I look for a sidebar that surfaces order history, loyalty tier, and lifetime value so agents can personalize without switching tabs. Proactive outbound messaging matters too, especially for brands sending shipping updates or back-in-stock alerts via SMS. I also evaluate native workforce management and reporting, since teams with seasonal volume spikes need scheduling and performance data in their support tool.
Beyond Features
Pricing model matters when comparing these platforms. I check whether a vendor charges per seat, per conversation, or per resolution, since a high-volume DTC brand can see drastically different costs depending on the structure. Implementation and time-to-value also weigh heavily—I look at whether the vendor offers migration support and guided onboarding, especially for teams moving off legacy ticketing systems. Finally, I evaluate ecosystem depth, focusing on native connectors to ecommerce and loyalty platforms that agents rely on daily.
Pourquoi chercher une alternative à Gladly ?
Bien que Gladly soit une bonne plateforme de service client, plusieurs raisons peuvent pousser certains utilisateurs à rechercher d’autres solutions. Vous cherchez peut-être une alternative à Gladly parce que…
- Vous avez besoin de davantage d’options d’intégration
- Votre équipe a besoin d’analyses avancées
- Vous recherchez une meilleure évolutivité
- Vous avez besoin d’une interface utilisateur plus simple
- Votre budget est limité
- Vous recherchez des fonctionnalités propres à un secteur donné
Si l’une de ces situations vous correspond, vous êtes au bon endroit. Ma liste comprend plusieurs options de plateformes de service client mieux adaptées aux équipes confrontées à ces difficultés avec Gladly et à la recherche de solutions alternatives.
Principales fonctionnalités de Gladly
Voici quelques-unes des principales fonctionnalités de Gladly, afin de vous aider à mettre en regard et à comparer ce que proposent les solutions alternatives :
- Communication intégrée : prend en charge la voix, les messages texte/SMS, le chat, les réseaux sociaux et les e-mails sans outils tiers.
- Base de connaissances : propose un centre d’aide en libre-service pour les questions fréquentes.
- Tableaux de bord en direct : fournit des mises à jour en temps réel sur les performances et les activités des agents.
- Paiements sécurisés : permet le traitement des cartes de crédit par messagerie.
- Communication proactive : mobilise les clients grâce à des mises à jour opportunes sur différents canaux.
- Routage intelligent : met les clients en relation avec des agents en fonction de leur expertise et de la valeur du client.
- Fonctionnalité de chat : facilite l’accès aux questions fréquentes et à l’assistance des agents.
- Options de réponse rapide : traite les demandes des clients à l’aide d’options de réponse spécifiques.
- Rappel contextuel : permet aux agents de traiter les problèmes des clients avant de les rappeler.
- Statut de l’agent : permet aux agents de suivre leur journée de travail grâce à des options de statut personnalisables.
Et maintenant :
Si vous êtes en train d’étudier les plateformes de service client, échangez gratuitement avec un conseiller de SoftwareSelect pour obtenir des recommandations.
Vous remplissez un formulaire et avez un échange rapide au cours duquel le conseiller examine précisément vos besoins. Vous recevrez ensuite une liste restreinte de logiciels à évaluer. Il vous accompagnera même tout au long du processus d’achat, y compris lors des négociations tarifaires.