When your ecommerce brand is growing fast, delivering top-notch customer support is a must. Having the right tools in place can make all the difference in streamlining your customer service and enhancing the overall customer experience. Gladly is a popular choice for many, but it might not be the perfect fit for everyone. Fortunately, there are plenty of alternatives out there, each offering unique features that might align better with your brand’s specific needs.

This article will guide you through 25 alternatives to Gladly, giving you a snapshot of each option's strengths and special features. Whether you’re looking to improve efficiency, integrate with other tools, or provide a more personalized service, you’ll find something that suits your needs here.

1. Zendesk

Zendesk has been a staple in the customer service industry for years. Known for its robust features and integrations, it's a great option for brands looking for an all-encompassing solution. One of the main benefits of Zendesk is its flexibility. It offers customizable ticketing systems, live chat, and a comprehensive help center that can be tailored to your brand's needs.

For fast-growing ecommerce businesses, Zendesk provides scalability. As your customer base expands, Zendesk can grow with you, offering additional features and support as needed. However, it's worth noting that the vast array of features can be overwhelming for smaller teams. To get the most out of Zendesk, you might need to invest time in training your team or consider hiring Zendesk experts.

Why Consider Zendesk?

• Extensive integration capabilities with other platforms and tools.
• Highly customizable, making it suitable for diverse business models.
• Scalable, supporting the growth of your customer service operations.

Zendesk might be a great fit if you’re looking for something that can adapt and grow as your business does.

2. Freshdesk

If you're searching for an alternative that's a bit more user-friendly, Freshdesk could be the way to go. Freshdesk is designed with simplicity in mind, making it easy for teams to pick up and use right away. It offers intuitive features like automated ticket routing, a self-service portal, and even AI-driven chatbots.

Freshdesk shines with its gamification features, which can help motivate your team to improve their service levels. By turning customer service into a game, your team can earn points and rewards for achieving certain goals, which can lead to enhanced productivity and job satisfaction.

Why Freshdesk Stands Out?

• Easy to set up and use, even for smaller teams.
• Gamification features to boost team morale and productivity.
• Cost-effective, with various pricing plans to suit different budgets.

Freshdesk is ideal for businesses that want to keep things straightforward without sacrificing functionality.

3. Intercom

Intercom is another popular alternative that focuses on customer engagement and personalized communication. It's perfect for brands that want to build strong relationships with their customers through targeted messaging and real-time chat.

One standout feature of Intercom is its ability to segment customers into different groups based on behavior and preferences. This allows you to send personalized messages that resonate with each customer segment, increasing the likelihood of conversion and long-term loyalty.

Why Choose Intercom?

• Focuses on engagement and personalized customer interactions.
• Real-time chat and targeted messaging capabilities.
• Customer segmentation for tailored communication strategies.

Intercom is the way to go if your brand values customer engagement and wants to foster deeper connections with your audience.

4. Help Scout

Help Scout is a fantastic option for brands that prioritize simplicity and customer focus. Unlike some other platforms, Help Scout doesn’t use traditional ticket numbers, which can make interactions feel more personal and less transactional.

The platform offers a shared inbox that allows your team to collaborate seamlessly, ensuring no customer query goes unanswered. Additionally, Help Scout includes a knowledge base feature that empowers customers to find answers on their own, reducing the burden on your support team.

Why Help Scout Could Be Right for You?

• Provides a personal touch with a focus on customer-centric support.
• Shared inbox for effective team collaboration.
• Built-in knowledge base for self-service options.

If maintaining a personal touch in your customer interactions is important, Help Scout might be the perfect fit for your brand.

5. Zoho Desk

Zoho Desk is part of the Zoho suite, offering a seamless integration with other Zoho products. It's an excellent choice for brands already using Zoho CRM or other tools in the Zoho ecosystem. Zoho Desk provides a variety of features, including ticket management, automation, and analytics.

One of the key advantages of Zoho Desk is its AI capabilities. The AI assistant, Zia, can help predict customer sentiments, suggest articles from your knowledge base, and even automate repetitive tasks, freeing up your team to focus on more complex issues.

Why You Might Consider Zoho Desk?

• Seamless integration with the Zoho suite of products.
• AI-driven features for enhanced productivity and insights.
• Customizable dashboards and reports for data-driven decision-making.

For brands already invested in the Zoho ecosystem, Zoho Desk offers a cohesive and efficient way to manage customer support.

6. Gorgias

Gorgias is tailored specifically for ecommerce brands, making it a strong alternative to Gladly. It integrates with platforms like Shopify, Magento, and BigCommerce, allowing seamless communication between your store and customer support team.

What sets Gorgias apart is its focus on automation and efficiency. It can automate responses to common questions, track customer order history, and even process refunds directly from the helpdesk. This level of integration can significantly reduce the time your team spends on repetitive tasks, allowing them to focus on providing exceptional customer service.

Why Gorgias is Ideal for Ecommerce?

• Specifically designed for ecommerce businesses.
• Integration with popular ecommerce platforms for enhanced efficiency.
• Automation features to streamline repetitive tasks.

If you're in the ecommerce space and looking for a tool that understands your unique needs, Gorgias could be the perfect match.

7. Kayako

Kayako is known for its simplicity and ease of use. It's designed to provide a seamless customer service experience, with features like live chat, ticketing, and a self-service portal. What makes Kayako stand out is its focus on providing a single view of the customer experience.

With Kayako, your team can see all customer interactions across different channels in one place. This unified view allows for more informed and personalized responses, ensuring every customer feels valued and understood.

What Makes Kayako a Good Choice?

• Simple and user-friendly interface.
• Unified customer view for better service delivery.
• Live chat and self-service options for improved customer satisfaction.

Kayako is a great option for teams that want a straightforward, effective way to manage customer interactions without the complexity of more feature-heavy platforms.

8. LiveAgent

LiveAgent offers an all-in-one customer support solution with a focus on live chat, ticketing, and call center capabilities. It's particularly strong in providing real-time support, making it a solid choice for brands that need to address customer queries quickly.

One of LiveAgent's standout features is its gamification elements, which can turn your support process into an engaging experience for your team. By implementing leaderboards and achievements, you can motivate your team to provide faster, more efficient support.

Why Consider LiveAgent?

• Comprehensive support features, including live chat and call center.
• Real-time support capabilities for fast response times.
• Gamification elements to enhance team motivation and performance.

If your brand values speed and efficiency in customer support, LiveAgent could be the ideal choice.

9. Front

Front is designed to bring all your communication channels into one place, making it easier for your team to manage customer interactions. It supports email, SMS, social media, and more, ensuring no message slips through the cracks.

What sets Front apart is its collaborative features. It allows your team to work together on responses, share insights, and maintain a consistent tone across all customer interactions. This level of collaboration can help ensure that every customer receives a coherent, thoughtful response.

Why Front Stands Out?

• Centralizes all communication channels for easy management.
• Collaborative tools for consistent and efficient team responses.
• Supports a wide range of channels, from email to social media.

Front is ideal for brands that want to streamline communication and ensure a unified customer experience across all platforms.

10. Groove

Groove offers a simple and affordable helpdesk solution that caters to small and medium-sized businesses. It's known for its no-frills approach, providing essential features like ticketing, live chat, and a knowledge base without unnecessary complexity.

One of Groove's main benefits is its focus on usability. The platform is designed to be intuitive, so your team can start using it effectively without extensive training. This ease of use makes it an excellent choice for brands looking to implement a helpdesk solution quickly.

Why Choose Groove?

• Simple and straightforward helpdesk solution.
• Affordable pricing for small and medium-sized businesses.
• Focuses on ease of use for quick implementation.

If you're looking for a no-nonsense, cost-effective helpdesk solution, Groove might be the perfect fit for your brand.

11. Kustomer

Kustomer is another strong contender, offering a customer service platform that emphasizes personalization and efficiency. It integrates customer data from different channels, providing a comprehensive view of each customer interaction.

With Kustomer, your team can personalize responses based on a customer's history and preferences, creating a more engaging and satisfying experience. The platform also offers robust automation features, enabling your team to focus on more complex tasks.

Why Kustomer Might Work for You?

• Emphasizes personalization and customer engagement.
• Integrates data from multiple channels for a holistic view.
• Automation features to streamline repetitive tasks.

If personalization is at the heart of your customer service strategy, Kustomer could be the right choice for your brand.

12. Salesforce Service Cloud

Salesforce Service Cloud is part of the Salesforce ecosystem, offering a robust platform for customer service and support. It provides a wide range of features, including case management, self-service portals, and AI-powered chatbots.

As part of Salesforce, Service Cloud offers seamless integration with other Salesforce products, making it an excellent choice for brands already using Salesforce CRM. The platform's strength lies in its analytics and reporting capabilities, allowing you to track performance and make data-driven decisions.

Why Salesforce Service Cloud?

• Part of the Salesforce ecosystem for seamless integration.
• Comprehensive features, including AI-driven support.
• Advanced analytics and reporting for performance tracking.

For brands already using Salesforce, Service Cloud offers a powerful way to enhance your customer service operations.

13. HappyFox

HappyFox is a helpdesk solution that focuses on simplicity and efficiency. It offers ticketing, a knowledge base, and automation features designed to streamline your customer service operations.

One advantage of HappyFox is its mobile app, which allows your team to manage customer interactions on the go. This flexibility can be a game-changer for brands with teams that need to provide support outside of the traditional office setting.

Why HappyFox?

• Simple and efficient helpdesk solution.
• Mobile app for on-the-go customer support.
• Automation features to enhance productivity.

HappyFox is a great choice for brands looking for a straightforward, mobile-friendly helpdesk solution.

14. Re:amaze

Re:amaze is a customer support platform designed specifically for ecommerce businesses. It offers features like live chat, ticketing, and social media integration, making it easy to manage all customer interactions from one place.

One of the key strengths of Re:amaze is its integration with popular ecommerce platforms like Shopify and BigCommerce. This integration allows you to access customer order information directly from the helpdesk, enabling more personalized and efficient support.

Why Re:amaze Could Be Right for You?

• Designed for ecommerce businesses with platform integrations.
• Cohesive support features, including live chat and social media management.
• Access to customer order information for personalized support.

If you're an ecommerce brand looking for a specialized helpdesk solution, Re:amaze might be the perfect fit.

15. HelpCrunch

HelpCrunch offers a customer communication platform that focuses on live chat, email marketing, and CRM capabilities. It's a versatile solution that can help brands manage customer interactions and nurture leads effectively.

One of HelpCrunch's standout features is its email automation capabilities. You can create personalized email campaigns that engage your customers and drive conversions, all from the same platform you use for customer support.

Why HelpCrunch?

• Versatile platform for customer support and email marketing.
• Robust live chat and CRM features.
• Email automation to engage and convert customers.

HelpCrunch is ideal for brands looking to combine customer support and marketing efforts in one platform.

16. LiveChat

LiveChat is a customer service platform that focuses primarily on real-time chat support. It's designed to help brands provide quick, efficient support to their customers, making it an excellent choice for those who prioritize speed and responsiveness.

LiveChat offers a range of features, including chatbots, ticketing, and analytics. The platform's chatbots can handle common queries, freeing up your team to focus on more complex issues. Additionally, LiveChat's analytics tools provide insights into customer interactions, helping you optimize your support process.

Why Consider LiveChat?

• Focuses on real-time chat support for fast response times.
• Chatbots and automation to streamline support operations.
• Analytics tools for insights into customer interactions.

If real-time chat support is a priority for your brand, LiveChat could be the perfect fit.

17. Crisp

Crisp offers a customer messaging platform that combines live chat, email, and social media support. It's designed to help brands provide a seamless customer experience across all channels.

One of Crisp's key features is its ability to integrate with popular tools like Slack and Zapier, allowing you to automate workflows and improve team collaboration. This level of integration can help streamline your support process and ensure consistent communication across your team.

Why Choose Crisp?

• Provides a unified messaging platform for multichannel support.
• Integrates with popular tools for enhanced productivity.
• Automation features to streamline workflows.

If you're looking for a platform that can unify your customer communication channels, Crisp might be the ideal choice.

18. Tidio

Tidio is a customer service platform that focuses on live chat and chatbots. It's designed to help brands provide quick, efficient support to their customers, making it an excellent choice for those who prioritize speed and responsiveness.

One of Tidio's standout features is its chatbot capabilities. You can create custom chatbots that handle common queries, freeing up your team to focus on more complex issues. Additionally, Tidio offers integration with popular ecommerce platforms, allowing you to access customer order information directly from the chat interface.

Why Consider Tidio?

• Focuses on live chat and chatbot support for fast response times.
• Custom chatbot capabilities to streamline support operations.
• Integration with ecommerce platforms for personalized support.

If live chat and chatbots are a priority for your brand, Tidio could be the perfect fit.

19. Olark

Olark offers a live chat solution that focuses on simplicity and ease of use. It's designed to help brands provide quick, efficient support to their customers, making it an excellent choice for those who prioritize speed and responsiveness.

One of Olark's standout features is its integration capabilities. It can integrate with popular tools like Slack, Salesforce, and Google Analytics, allowing you to streamline your support operations and gain valuable insights into customer interactions.

Why Consider Olark?

• Focuses on live chat support for fast response times.
• Integration capabilities with popular tools for enhanced productivity.
• Simple and easy-to-use interface.

If live chat is a priority for your brand, Olark could be the perfect fit.

20. Drift

Drift offers a conversational marketing platform that combines live chat, email, and chatbots. It's designed to help brands provide a personalized customer experience and drive conversions.

One of Drift's standout features is its AI-powered chatbots. These chatbots can handle common queries, qualify leads, and even schedule meetings, freeing up your team to focus on more complex tasks. Additionally, Drift offers integration with popular CRM platforms, allowing you to streamline your sales and support operations.

Why Consider Drift?

• Provides a conversational marketing platform for personalized customer interactions.
• AI-powered chatbots to streamline support and sales operations.
• Integration with popular CRM platforms for enhanced productivity.

If conversational marketing is a priority for your brand, Drift could be the perfect fit.

21. Aircall

Aircall is a cloud-based phone system that integrates with popular CRM and helpdesk platforms. It's designed to help brands manage customer interactions over the phone, making it an excellent choice for those who prioritize voice support.

One of Aircall's standout features is its integration capabilities. It can integrate with popular tools like Salesforce, HubSpot, and Zendesk, allowing you to streamline your support operations and gain valuable insights into customer interactions.

Why Consider Aircall?

• Focuses on voice support for personalized customer interactions.
• Integration capabilities with popular CRM and helpdesk platforms.
• Cloud-based phone system for easy setup and management.

If voice support is a priority for your brand, Aircall could be the perfect fit.

22. Chatra

Chatra offers a live chat solution that focuses on simplicity and ease of use. It's designed to help brands provide quick, efficient support to their customers, making it an excellent choice for those who prioritize speed and responsiveness.

One of Chatra's standout features is its integration capabilities. It can integrate with popular tools like Slack, WordPress, and Shopify, allowing you to streamline your support operations and gain valuable insights into customer interactions.

Why Consider Chatra?

• Focuses on live chat support for fast response times.
• Integration capabilities with popular tools for enhanced productivity.
• Simple and easy-to-use interface.

If live chat is a priority for your brand, Chatra could be the perfect fit.

23. Userlike

Userlike offers a live chat solution that focuses on simplicity and ease of use. It's designed to help brands provide quick, efficient support to their customers, making it an excellent choice for those who prioritize speed and responsiveness.

One of Userlike's standout features is its integration capabilities. It can integrate with popular tools like Slack, Zendesk, and Salesforce, allowing you to streamline your support operations and gain valuable insights into customer interactions.

Why Consider Userlike?

• Focuses on live chat support for fast response times.
• Integration capabilities with popular tools for enhanced productivity.
• Simple and easy-to-use interface.

If live chat is a priority for your brand, Userlike could be the perfect fit.

24. Crisp

Crisp is a customer messaging platform that combines live chat, email, and social media support. It's designed to help brands provide a seamless customer experience across all channels.

One of Crisp's key features is its ability to integrate with popular tools like Slack and Zapier, allowing you to automate workflows and improve team collaboration. This level of integration can help streamline your support process and ensure consistent communication across your team.

Why Choose Crisp?

• Provides a unified messaging platform for multichannel support.
• Integrates with popular tools for enhanced productivity.
• Automation features to streamline workflows.

If you're looking for a platform that can unify your customer communication channels, Crisp might be the ideal choice.

25. Fullcourt

Fullcourt is a simple, easy-to-use ecommerce helpdesk built specifically for fast-growing Shopify brands. Unlike bloated and costly alternatives, Fullcourt offers a lightweight, affordable solution that combines essential customer experience tools into one intuitive platform.