Choosing the right helpdesk solution can be a game-changer for growing ecommerce brands. With so many options on the market, finding the best fit for your company’s unique needs can sometimes feel overwhelming. Today, we’ll explore two popular helpdesk platforms: Gladly and Intercom, both of which have garnered attention for their robust features and CX-focused capabilities.

This guide will break down the core features, pricing, and benefits of Gladly and Intercom, offering practical insights to help you decide which platform might be the best for your brand. We'll also provide actionable steps to leverage these tools for enhancing customer loyalty and boosting repeat purchases.

Understanding Gladly: A Customer-Centric Approach

Gladly prides itself on being a customer-centric platform, designed to prioritize customer conversations over tickets. This approach can be particularly beneficial for DTC brands that aim to build lasting relationships with their customers. Instead of focusing merely on resolving issues, Gladly emphasizes understanding the customer journey and personalizing interactions.

Some standout features of Gladly include:

• Unified View: Gladly provides a single view of the customer across all channels, which means your team can see the entire history of interactions without jumping between different tabs or systems.
• Personalized Service: With Gladly, agents can address customers by name and have the context needed to offer personalized recommendations and solutions.
• Channel Agnostic: Whether through email, phone, chat, or social media, Gladly ensures the conversation continues seamlessly, regardless of the channel.

This unified and personal approach can significantly enhance the customer experience, making Gladly an attractive option for brands that prioritize deep, meaningful connections with their customers.

Exploring Intercom: A Versatile Solution

Intercom is another powerful player in the helpdesk arena, known for its versatility and wide range of features. While it caters to businesses of all sizes, it’s particularly well-suited for fast-growing ecommerce brands that need to scale their customer support efficiently.

Key features of Intercom include:

• Live Chat and Messaging: Intercom’s chat functionality is robust, allowing for real-time interactions that can drive conversions and improve customer satisfaction.
• Automations and Bots: With Intercom, you can automate repetitive tasks and use bots to handle simple queries, freeing up your team to focus on more complex issues.
• Customizable Workflows: Intercom allows for highly customizable workflows, enabling you to tailor the platform to suit your specific business processes.

Intercom’s flexibility makes it a versatile choice, especially for brands that are scaling rapidly and need a solution that can grow with them.

Comparing Pricing Models

Pricing is always a crucial consideration when selecting a helpdesk platform. Both Gladly and Intercom offer pricing models that cater to different business sizes and needs, but they do so in distinct ways.

Gladly: Gladly offers a straightforward pricing model based on the number of agents using the platform. This can be beneficial for businesses that are looking for predictability in their expenses. Moreover, all features are included in the base price, which means you won't be hit with unexpected costs for additional capabilities.

Intercom: Intercom’s pricing model can be a bit more complex, with a base charge plus additional costs based on the number of users and messages. This model can be advantageous for smaller teams that are just starting out, as it allows for scalability. However, as your business grows, the costs can increase significantly.

It’s essential to assess your current and projected usage to determine which pricing model aligns best with your budget and growth plans.

Ease of Use: Which Platform Wins?

When it comes to ease of use, both Gladly and Intercom have their strengths, but there are some differences to consider. Gladly’s intuitive interface is designed with user-friendliness in mind, making it easy for agents to navigate and manage customer interactions efficiently. The learning curve is relatively low, which means your team can get up and running quickly.

On the other hand, Intercom’s platform offers a high degree of customization, which can be both a blessing and a curse. While this flexibility is great for creating tailored workflows, it can also mean a steeper learning curve for new users. However, Intercom provides extensive resources and support to help teams get acclimated.

Ultimately, the best choice will depend on your team's tech-savviness and the complexity of your customer support needs.

Integration Capabilities: Ensuring a Seamless Experience

Integration capabilities are crucial for ensuring that your helpdesk platform works harmoniously with your existing tools and systems. Both Gladly and Intercom offer robust integration options, but they differ in their approaches.

Gladly: Gladly integrates seamlessly with a variety of popular ecommerce platforms, CRM systems, and communication tools. This integration helps streamline workflows and ensures that all customer data is centralized, providing a comprehensive view of each customer interaction.

Intercom: Intercom boasts a vast array of integrations, thanks to its open API and marketplace. This flexibility allows businesses to connect with a wide range of apps and services, making it easier to tailor the platform to specific needs.

Both platforms offer strong integration capabilities, so the choice will largely depend on the specific tools and systems you currently use and how you plan to expand in the future.

Customer Support: Ensuring Your Team's Success

When evaluating helpdesk platforms, it’s crucial to consider the level of support you’ll receive from the provider. Gladly and Intercom both offer support, but their approaches and offerings differ.

Gladly: Gladly provides personalized support to help teams get the most out of the platform. This includes onboarding assistance, training resources, and ongoing customer success support to ensure that your team can operate efficiently and effectively.

Intercom: Intercom offers a wealth of resources, including a comprehensive knowledge base, community forums, and direct support. The platform also provides personalized onboarding and training services, which can be particularly beneficial for larger teams or those with complex needs.

Both platforms are committed to helping their users succeed, so your choice may come down to the level of personalized service you prefer.

Security and Compliance: Protecting Customer Data

Security and compliance are top priorities for any ecommerce brand, especially when handling sensitive customer information. Both Gladly and Intercom prioritize data protection and compliance, but there are some nuances to be aware of.

Gladly: Gladly adheres to industry-standard security practices, including data encryption and regular security audits. The platform is also compliant with major regulations like GDPR, ensuring that customer data is handled responsibly.

Intercom: Intercom also takes security seriously, offering features like single sign-on (SSO), two-factor authentication (2FA), and data encryption. The platform is compliant with GDPR and other major regulations, providing peace of mind for businesses handling international customer data.

Both platforms offer robust security measures, so the decision may come down to your specific compliance requirements and risk tolerance.

Scalability: Growing with Your Business

Scalability is a critical factor for fast-growing ecommerce brands that need a helpdesk solution that can grow alongside them. Gladly and Intercom both offer scalable solutions, but their approaches differ.

Gladly: Gladly’s pricing model and feature set are designed with scalability in mind, making it easy to add agents and features as your business grows. The platform’s emphasis on customer-centric service can also support brands as they expand their customer base.

Intercom: Intercom’s flexibility and customization options make it a strong contender for scalability. The platform’s ability to handle a wide range of customer interactions and its support for automation and bots can help businesses scale efficiently.

Ultimately, the best choice will depend on your growth trajectory and the specific needs of your business as it expands.

Final Thoughts

Choosing between Gladly and Intercom comes down to understanding your brand’s specific needs and priorities. Gladly’s customer-centric approach is ideal for brands looking to build deep connections with their customers, while Intercom’s versatility and scalability make it a strong choice for rapidly growing businesses.

If you're looking for a cost-effective alternative tailored for Shopify brands, Fullcourt might be worth exploring. Designed with simplicity in mind, it combines essential CX tools like a shared team inbox, live chat, and a knowledge base, making it easier for fast-growing brands to manage customer interactions without the bloat of more complex systems. With Fullcourt, you can streamline your customer support and focus on what truly matters—building lasting relationships with your customers.