Gladly vs Re:amaze
Gladly and Re:amaze, 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.
Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
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.
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Free trial / guarantee
- GladlyNo (enterprise); 30-day trial with 100 AI interactions via Shopify only.
- Re:amaze14 days (all Plus features, no card).
- Price
- Gladly~$180/agent/mo (Hero, annual). · ~$210/agent/mo (Superhero, annual). · Not disclosed. Enterprise quote above Superhero.(3rd-party)source
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Unlimited agents
- GladlyNo. Priced per agent.(3rd-party)source
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Implementation fee
- GladlyNot disclosed. Custom quote; Professional Services.(3rd-party)source
- Re:amazeNone listed.
- Transparency
- GladlyOpaque. No pricing on site; requires a demo.
- Re:amazeHigh. Prices public.
Channels
Where each tool can talk to customers.
- GladlyNative
- Re:amazeNative
- Live chat
- GladlyNative
- Re:amazeNative
- In-app messenger
- GladlyNative
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Voice
- GladlyNative. Built-in, enterprise-ready.
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- SMS
- GladlyNative
- Re:amazeNative (Mobile SMS core channel).
- GladlyNative (via WhatsApp Business API).
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Social
- GladlyNative. Facebook Messenger, Instagram.
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
- Unified inbox
- GladlyNative. Single people-centered timeline (no tickets).
- Re:amazeNative(claimed)source
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GladlyNative. Voice and IVR built-in, no third-party telephony needed.
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Voice AI / transcription
- GladlyYes. AI voice summaries and transcription (Deepgram).
- Re:amazeNot disclosed.
- Telephony billed separately
- GladlyYes. Per-minute on top of the seat fee (inbound local ~$0.0186/min).(3rd-party)source
- Re:amazeNot disclosed.
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
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Copilot / Assist mode
- GladlyYes. Team Assist: AI-drafted responses, real-time translation, and summaries.(claimed)source
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- Claimed automation rate
- Gladly76% of conversations fully resolved by AI (homepage); KUHL 59%.(claimed)source
- Re:amazeNot disclosed.
- AI channel coverage
- GladlyChat, SMS, and voice (Sidekick Voice); email launching soon; social not confirmed.(claimed)source
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Agentic actions (API) vs answer-only
- GladlyBoth. Refunds, cancellations, and booking updates via connected commerce and logistics APIs.(claimed)source
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Knowledge sources
- GladlyBrand KB (Guides), conversation history, and integrated commerce, logistics, and order data.(claimed)source
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Underlying model
- GladlyNot publicly disclosed; uses Azure, OpenAI, Anthropic, and Deepgram (voice).
- Re:amazeNot disclosed.
- Trains on past tickets
- GladlyYes. Learns from every conversation, including human resolutions; not used to train its own models.(claimed)source
- Re:amazeNot stated; summarization implies some contextual use.
- Pre-deploy simulation / sandbox
- GladlyNot disclosed
- Re:amazeNot disclosed.
- Multilingual
- GladlyPartial. Platform translation in 70+ languages; Sidekick AI authoring English-only; IVR 30 languages.
- Re:amazeNot disclosed.
- Runs on your existing helpdesk vs native-only
- GladlyNative only. Sidekick needs Gladly as the primary helpdesk.
- Re:amazeNative only.
- AI pricing model
- GladlyUsage-based (per conversation or resolution) on top of a per-agent fee.(3rd-party)source
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- AI unit price
- Gladly~$0.60/conversation (enterprise); $1.50/AI Resolution + $0.25/AI Assist (Shopify tier).(3rd-party)source
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Copilot / Assist price
- GladlyNot disclosed (Team Assist not broken out).
- Re:amazeBundled into paid plans, no separate price.
How Open.cx compares
Open.cx runs on top of Gladly or Re:amazeas 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).
- Re:amazeNot disclosed.
- GDPR
- GladlyYes. DPAs with AI vendors; VeraSafe EU/UK representative.
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- HIPAA / PCI
- GladlyNot disclosed. PCI-DSS and GDPR confirmed; HIPAA not referenced.
- Re:amazeNot disclosed.
- SSO / SAML
- GladlyYes. SSO; SAML certificates.
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Data residency
- GladlyPartial. 9 global regions for voice; no explicit customer-selectable residency.
- Re:amazeNot disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gladly60+ integrations.
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Shopify depth
- GladlyDeep native. Customer and purchase history, order management, returns (via Loop), and shipping; Shopify App Store trial.
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Open / public API
- GladlyYes. Open APIs; developer.gladly.com.
- Re:amazeYes. RESTful JSON API.
- Developer SDK / MCP
- GladlyYes. SDKs, sample apps, and testing; webhooks via Messaging Automation APIs.
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GladlyRouting and entry-point config; no named workflow builder.
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Triggers / automations
- GladlyYes. Automated routing, proactive outreach (voice, SMS, email), and entry-point rules.
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Routing
- GladlyYes. People Match intelligent routing (history, skills, attributes).
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Macros / canned responses
- GladlyYes. Quick Reply (button responses) and macros.
- Re:amazeYes. Macros plus Quick Answers templates.
- SLA management
- GladlyYes. SLA Business Hours and Entry Point SLA settings.
- Re:amazeYes. SLA expiration triggers; reminders.
Collaboration
How support teams work a queue together.
- Internal notes
- GladlyYes. Notes and @mentions.
- Re:amazeYes. Staff-only, @mentions.
- Collision detection
- GladlyReferenced in comparisons; not confirmed on a Gladly page.(3rd-party)source
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Side conversations
- GladlyNot disclosed
- Re:amazeYes. Private replies/forwarding to third parties.
- Shared inbox
- GladlyYes. Unified inbox; task management tied to customer threads.
- Re:amazeYes. Unified shared inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GladlyYes. Answers KB for agents and AI; configured via non-developer Guides.
- Re:amazeYes. Customizable branded FAQ/help center.
- Help center
- GladlyYes. Customer-facing, 45+ languages.
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Community forum
- GladlyNot offered
- Re:amazeNot offered.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GladlyYes. Liveboards (real-time) and Insight Builder.
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Custom reports
- GladlyYes. Insight Builder custom reports.
- Re:amazeBuilt-in reporting; custom-build unclear.
- Included in lowest tier
- GladlyReporting tier restrictions not published; appears standard.
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- CSAT surveys
- GladlyYes. Native CSAT; integrates Delighted, SimpleSat, Stella.
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GladlyDedicated implementation team; Professional Services; guided docs.
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Support channels
- GladlyGladly Support team (bugs, how-tos, config); dedicated CSM post-implementation.
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Dedicated CSM
- GladlyYes. All customers get a dedicated CSM post-implementation.
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Implementation partners
- GladlyNot disclosed. No partner or SI page found.
- Re:amazeYes. Silver/Gold/Platinum partner program.