Enquanto responsável pela experiência do cliente, é provável que tenha de gerir vários desafios — desde lidar com grandes volumes de pedidos até garantir um apoio consistente em todos os canais. Se tem utilizado o Gladly, mas considera que não responde totalmente às necessidades da sua equipa, não está sozinho. Muitas pessoas procuram alternativas para resolver questões específicas, como as capacidades de integração ou necessidades próprias de determinados setores.
Com base na minha experiência, escolher a plataforma de atendimento ao cliente certa pode fazer uma diferença significativa. Testei e analisei de forma independente várias opções, com o objetivo de lhe fornecer informações imparciais.
Neste artigo, vou partilhar as minhas principais escolhas entre as alternativas ao Gladly. Descobrirá quais as ferramentas que poderão apoiar melhor os objetivos da sua equipa e melhorar as interações com os clientes. Vejamos algumas soluções que poderão responder aos desafios específicos da sua empresa.
O que é o Gladly?
O Gladly é uma plataforma de atendimento ao cliente concebida para ajudar as equipas a gerir interações através de vários canais. É normalmente utilizada por profissionais de atendimento ao cliente que precisam de prestar um apoio personalizado e eficiente. As capacidades de correio eletrónico, chat e voz ajudam a proporcionar uma experiência unificada tanto para os agentes como para os clientes. De um modo geral, o Gladly oferece valor ao centralizar a comunicação e melhorar a satisfação dos clientes.
Tabela Comparativa das Alternativas ao Gladly
Esta tabela comparativa resume os detalhes dos preços das minhas principais escolhas de alternativas ao Gladly:
| 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 eCommerce customer support | 7-day free trial | From $10/month | Website | |
| 4 | Best for versatile AI support solutions | 14-day free trial | From $24/user/month (billed annually) | 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 | Pricing upon request | Website | |
| 10 | Best for all-in-one support features | 30-day free trial available | From $15/user/month (billed annually) | Website |
Why Trust Our Software Recommendations
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Our team has been testing and reviewing software since 2012. As CX leaders ourselves, we know how difficult—and important—it is to choose the right software.
For this guide, we evaluated tools using hands-on testing and independent research, scoring tools using our selection criteria.
Our reviews reflect our human editorial judgment, not a sales pitch.
Gui DrusinaCreative Director
Tim FisherVP of AI
Análises das Melhores Alternativas ao Gladly
Apresentamos abaixo os meus resumos detalhados das melhores alternativas ao Gladly que entraram na minha lista. As minhas análises oferecem uma visão detalhada das principais funcionalidades, vantagens e desvantagens, integrações e casos de utilização ideais de cada ferramenta, para o ajudar a encontrar a melhor opção para si.
Best for AI-driven eCommerce support- Free plan available
- From $69/user/month (billed annually)
Visit WebsiteCustomer Rating:4.9/5
Richpanel handles eCommerce support across chat, email, and self-service. 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
Learn more about Richpanel:
Best for unified support channels- 14-day free trial + free demo available
- From $26.1/user/month (billed annually)
Visit WebsiteCustomer Rating:4.7/5
Re:amaze groups customer conversations across email, chat, and social 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
Learn more about Re:amaze:
Gorgias supports eCommerce teams with multichannel helpdesk functions tied to store data. 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
Learn more about Gorgias:
Best for versatile AI support solutions- 14-day free trial
- From $24/user/month (billed annually)
Visit WebsiteCustomer Rating:4.5/5
HappyFox organizes multichannel tickets across email, chat, phone, and social. 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
Best for integrated customer messaging- 14-day free trial
- From $29/user/month (billed annually)
Visit WebsiteCustomer Rating:4.4/5
Intercom guides customer conversations across chat, email, SMS, and support tools. 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
Best for CRM-integrated service- Free demo available
- Pricing upon request
Visit WebsiteCustomer Rating:4.5/5
Kustomer connects support conversations with unified customer data. 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
Learn more about Kustomer:
Best for AI-enhanced knowledge management- Free demo available
- Pricing upon request
Visit WebsiteCustomer Rating:4.5/5
Knowmax focuses on creating and delivering organized knowledge for support teams. 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
Learn more about Knowmax:
Best for AI-driven customer experience- Free demo available
- From $119/seat/month
Visit WebsiteCustomer Rating:4.1/5
Five9 powers multichannel contact-center support across voice and digital tools. 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
Learn more about Five9:
Best for AI-driven ticket management- Free demo available
- Pricing upon request
Visit WebsiteCustomer Rating:4/5
Kayako centralizes support conversations across email, chat, and more. 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
Best for all-in-one support features- 30-day free trial available
- From $15/user/month (billed annually)
LiveAgent unifies tickets, chats, calls, and self-service in one dashboard. 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
Learn more about LiveAgent :
Outras Alternativas ao Gladly
Eis algumas alternativas adicionais ao Gladly que não entraram na minha lista, mas que continuam a merecer atenção:
- 11Genesys Cloud CXBest for scalable cloud contact centers
- 12FrontBest for team collaboration on support
- 13TalkdeskBest for AI-powered contact centers
- 14DixaBest for B2C brands with AI-driven service
- 15Freshdesk Best for AI-powered customer support
- 16TidioBest for live chat features
- 17HubSpot Service HubBest for integrated CRM solutions
- 18Zoho DeskBest for AI-driven ticketing
- 19ZendeskBest for omnichannel support
- 20Salesforce Service CloudBest 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.
Por que procurar uma alternativa ao Gladly?
Embora o Gladly seja uma boa escolha entre as plataformas de atendimento ao cliente, existem vários motivos pelos quais alguns utilizadores procuram soluções alternativas. Poderá estar à procura de uma alternativa ao Gladly porque…
- Precisa de mais opções de integração
- A sua equipa necessita de análises avançadas
- Procura uma melhor capacidade de expansão
- Precisa de uma interface de utilizador mais simples
- Tem um orçamento limitado
- Procura funcionalidades específicas para o seu setor
Se alguma destas situações lhe parece familiar, veio ao lugar certo. A minha lista contém várias opções de plataformas de atendimento ao cliente mais adequadas para equipas que enfrentam estes desafios com o Gladly e procuram soluções alternativas.
Principais funcionalidades do Gladly
Eis algumas das principais funcionalidades do Gladly, para o ajudar a contrastar e comparar aquilo que as soluções alternativas oferecem:
- Comunicação integrada: Suporta voz, texto/SMS, conversação, redes sociais e e-mail sem ferramentas de terceiros.
- Base de conhecimento: Disponibiliza um Centro de Ajuda de autosserviço para perguntas frequentes.
- Painéis em direto: Fornece atualizações em tempo real sobre o desempenho e as atividades dos agentes.
- Pagamentos seguros: Permite o processamento de cartões de crédito através de mensagens.
- Comunicação proativa: Interage com os clientes através de atualizações atempadas em vários canais.
- Encaminhamento inteligente: Liga os clientes a agentes com base nos conhecimentos especializados e no valor do cliente.
- Funcionalidade de conversação: Facilita o acesso às perguntas frequentes e ao apoio dos agentes.
- Opções de resposta rápida: Trata as perguntas dos clientes com opções de resposta específicas.
- Retorno de chamada contextual: Permite aos agentes resolver os problemas dos clientes antes de devolverem as chamadas.
- Estado do agente: Permite aos agentes acompanhar o seu dia de trabalho com opções de estado personalizáveis.