Gladly vs Gorgias
Gladly and Gorgias, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Gladly
The only AI built for LTV. People-centered AI support; no ticket model.
Best for Mid-market to enterprise retail, ecommerce, and hospitality (Ulta, Crate & Barrel, Nordstrom, TUMI).
2014 · San Francisco, CA.
Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- GladlyPer agent/mo, annual; usage fees for voice, SMS, and AI; not published on site.
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- Free trial / guarantee
- GladlyNo (enterprise); 30-day trial with 100 AI interactions via Shopify only.
- Gorgias7 days, no payment.
- Price
- Gladly~$180/agent/mo (Hero, annual). · ~$210/agent/mo (Superhero, annual). · Not disclosed. Enterprise quote above Superhero.(3rd-party)source
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- Seat minimum
- Gladly~10 agents (Hero); ~45 (Superhero).(3rd-party)source
- GorgiasNone. Starter 3 seats; others up to 500.
- Implementation fee
- GladlyNot disclosed. Custom quote; Professional Services.(3rd-party)source
- GorgiasNot disclosed (enterprise includes implementation).
- Transparency
- GladlyOpaque. No pricing on site; requires a demo.
- GorgiasStarter to Advanced public; Enterprise custom.
Channels
Where each tool can talk to customers.
- GladlyNative
- GorgiasNative
- Live chat
- GladlyNative
- GorgiasNative
- In-app messenger
- GladlyNative
- GorgiasNative (Shopify widget, no code).
- Voice
- GladlyNative. Built-in, enterprise-ready.
- GorgiasNative (add-on, $0.40–1.20/ticket).
- SMS
- GladlyNative
- GorgiasNative (add-on, $0.41–0.80/ticket).
- GladlyNative (via WhatsApp Business API).
- GorgiasNative (free to add; billable tickets).
- Social
- GladlyNative. Facebook Messenger, Instagram.
- GorgiasNative (Instagram, Facebook).
- Unified inbox
- GladlyNative. Single people-centered timeline (no tickets).
- GorgiasNative
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GladlyNative. Voice and IVR built-in, no third-party telephony needed.
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- Voice AI / transcription
- GladlyYes. AI voice summaries and transcription (Deepgram).
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- Telephony billed separately
- GladlyYes. Per-minute on top of the seat fee (inbound local ~$0.0186/min).(3rd-party)source
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GladlyYes. Gladly Sidekick resolves end-to-end on chat, SMS, and voice (email soon); human handoff.(claimed)source
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- Copilot / Assist mode
- GladlyYes. Team Assist: AI-drafted responses, real-time translation, and summaries.(claimed)source
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- Claimed automation rate
- Gladly76% of conversations fully resolved by AI (homepage); KUHL 59%.(claimed)source
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- AI channel coverage
- GladlyChat, SMS, and voice (Sidekick Voice); email launching soon; social not confirmed.(claimed)source
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- Agentic actions (API) vs answer-only
- GladlyBoth. Refunds, cancellations, and booking updates via connected commerce and logistics APIs.(claimed)source
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- Knowledge sources
- GladlyBrand KB (Guides), conversation history, and integrated commerce, logistics, and order data.(claimed)source
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- Underlying model
- GladlyNot publicly disclosed; uses Azure, OpenAI, Anthropic, and Deepgram (voice).
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- Trains on past tickets
- GladlyYes. Learns from every conversation, including human resolutions; not used to train its own models.(claimed)source
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- Pre-deploy simulation / sandbox
- GladlyNot disclosed
- GorgiasYes. Test conversations (new vs. returning) across channels.
- Multilingual
- GladlyPartial. Platform translation in 70+ languages; Sidekick AI authoring English-only; IVR 30 languages.
- GorgiasYes. Any LLM-supported language, auto-detect.
- Runs on your existing helpdesk vs native-only
- GladlyNative only. Sidekick needs Gladly as the primary helpdesk.
- GorgiasNative only.
- AI pricing model
- GladlyUsage-based (per conversation or resolution) on top of a per-agent fee.(3rd-party)source
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- AI unit price
- Gladly~$0.60/conversation (enterprise); $1.50/AI Resolution + $0.25/AI Assist (Shopify tier).(3rd-party)source
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Copilot / Assist price
- GladlyNot disclosed (Team Assist not broken out).
- GorgiasNo separate price (coaching included).
How Open.cx compares
Open.cx runs on top of Gladly or Gorgiasas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- GladlySOC 2 Type II (and AI sub-processors).
- GorgiasSOC 2 Type II (since 2020).
- GDPR
- GladlyYes. DPAs with AI vendors; VeraSafe EU/UK representative.
- GorgiasYes. DPA; EU data on EU GCP servers.
- HIPAA / PCI
- GladlyNot disclosed. PCI-DSS and GDPR confirmed; HIPAA not referenced.
- GorgiasSupported (enterprise compliance feature).
- SSO / SAML
- GladlyYes. SSO; SAML certificates.
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- Data residency
- GladlyPartial. 9 global regions for voice; no explicit customer-selectable residency.
- GorgiasEU data on EU GCP; broader options not disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gladly60+ integrations.
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Shopify depth
- GladlyDeep native. Customer and purchase history, order management, returns (via Loop), and shipping; Shopify App Store trial.
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- Open / public API
- GladlyYes. Open APIs; developer.gladly.com.
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- Developer SDK / MCP
- GladlyYes. SDKs, sample apps, and testing; webhooks via Messaging Automation APIs.
- GorgiasNo official SDK; developers.gorgias.com API reference.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GladlyRouting and entry-point config; no named workflow builder.
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- Triggers / automations
- GladlyYes. Automated routing, proactive outreach (voice, SMS, email), and entry-point rules.
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- Routing
- GladlyYes. People Match intelligent routing (history, skills, attributes).
- GorgiasYes. Auto-assign plus AI-assisted routing.
- Macros / canned responses
- GladlyYes. Quick Reply (button responses) and macros.
- GorgiasYes. Macros (AI-sorted), all plans.
- SLA management
- GladlyYes. SLA Business Hours and Entry Point SLA settings.
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
Collaboration
How support teams work a queue together.
- Internal notes
- GladlyYes. Notes and @mentions.
- GorgiasYes. @-mentions, permanent.
- Collision detection
- GladlyReferenced in comparisons; not confirmed on a Gladly page.(3rd-party)source
- GorgiasYes. Banner when another agent is viewing or editing.
- Side conversations
- GladlyNot disclosed
- GorgiasNot disclosed
- Shared inbox
- GladlyYes. Unified inbox; task management tied to customer threads.
- GorgiasYes. Unified inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GladlyYes. Answers KB for agents and AI; configured via non-developer Guides.
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- Help center
- GladlyYes. Customer-facing, 45+ languages.
- GorgiasYes. External and internal KB.
- Community forum
- GladlyNot offered
- GorgiasGorgias Community is product updates, not a peer-support forum.
- AI answers from knowledge base
- GladlyYes. Sidekick serves answers from the Answers KB autonomously.(claimed)source
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GladlyYes. Liveboards (real-time) and Insight Builder.
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- Custom reports
- GladlyYes. Insight Builder custom reports.
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- Included in lowest tier
- GladlyReporting tier restrictions not published; appears standard.
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- CSAT surveys
- GladlyYes. Native CSAT; integrates Delighted, SimpleSat, Stella.
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GladlyDedicated implementation team; Professional Services; guided docs.
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- Support channels
- GladlyGladly Support team (bugs, how-tos, config); dedicated CSM post-implementation.
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- Dedicated CSM
- GladlyYes. All customers get a dedicated CSM post-implementation.
- GorgiasYes. Dedicated CSM at $20M+ tier.
- Implementation partners
- GladlyNot disclosed. No partner or SI page found.
- GorgiasYes. App Partner program plus agencies.