Gladly vs Helpshift

Detailed side-by-side comparison

Gladly

From $150/mo

Gladly is a customer service platform built specifically for retail and e-commerce brands that organizes all interactions around people rather than tickets. It provides omnichannel support across voice, email, SMS, chat, and social media with a unified conversation timeline that enables truly personalized customer relationships.

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Helpshift

Helpshift is a digital customer service platform designed for mobile-first and digital-native companies that need in-app support capabilities. It combines AI-powered automation with human support to deliver seamless help desk solutions directly within mobile and web applications.

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Feature Comparison

Feature	Gladly	Helpshift
Primary Use Case	Optimized for retail and e-commerce brands needing omnichannel support across traditional channels (phone, email, SMS, chat, social media)	Built for mobile-first companies and gaming apps requiring native in-app messaging and support
Conversation Organization	People-centered approach with lifelong conversation timelines organized by customer, eliminating ticket-based fragmentation	Traditional ticket management system with issue filing, though enhanced with in-app context
Channel Support	Full omnichannel including built-in voice capabilities, email, SMS, chat, and social media with seamless channel switching	Primarily focused on in-app messaging and chat, with web application support
AI and Automation	Self-service tools and AI-powered automation to enhance human support	Strong AI-powered chatbots and automation specifically designed to reduce ticket volume significantly
Platform Integrations	Deep integrations with e-commerce platforms like Shopify and retail-focused tools	Native integration within mobile and web applications for seamless in-product experiences
Proactive Support	Real-time customer context and history available to support agents during interactions	Proactive outreach campaigns to engage users before they encounter issues

Pricing Comparison

Gladly starts at $150/month and positions itself as a premium solution for established e-commerce brands. Helpshift does not publicly disclose starting pricing, which typically indicates custom enterprise pricing that may vary significantly based on usage and company size.

Verdict

Choose Gladly if...

Choose Gladly if you're a retail or e-commerce brand that needs comprehensive omnichannel support (including phone) and wants to build lasting customer relationships through personalized, conversation-based service rather than transactional ticket resolution.

Choose Helpshift if...

Choose Helpshift if you're a mobile-first company, gaming company, or digital product business that needs native in-app support capabilities with strong AI automation to reduce support volume while maintaining a seamless user experience within your application.

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Customer Support

Pros & Cons

Gladly

Pros

+ Intuitive interface that organizes all customer interactions by person rather than tickets
+ Seamless channel switching allowing customers to move between channels without repeating information
+ Built specifically for retail and e-commerce brands with relevant features
+ Excellent for building lasting customer relationships with full conversation history

Cons

- Premium pricing may be prohibitive for small businesses or startups
- Limited customization options compared to more enterprise-focused platforms
- Steeper learning curve for teams transitioning from traditional ticket-based systems