Choosing the right helpdesk software is a crucial decision for founders and CX leaders of fast-growing ecommerce brands. You want a system that not only streamlines your support operations but also enhances the customer experience. Two popular options on the market are Gladly and Zoho Desk. But which one is best suited for your business?

In this comparison guide, we’ll explore the features and benefits of Gladly and Zoho Desk, focusing on how they address the unique needs of direct-to-consumer (DTC) brands. By the end, you'll have a clear understanding of which platform aligns better with your CX goals.

Understanding Gladly

Gladly positions itself as a people-centered helpdesk, designed to make customer conversations more personal and seamless. Unlike traditional ticket-based systems, Gladly allows businesses to treat people like people, not cases. This approach is particularly beneficial for DTC brands that prioritize building strong customer relationships.

One standout feature of Gladly is its conversation timeline. This timeline provides a continuous thread of interactions across all channels, making it easier for support agents to provide personalized service. Imagine your customer reaching out via email today, then following up on social media tomorrow—Gladly ensures your team has the full context at their fingertips.

Gladly also integrates smoothly with ecommerce platforms, offering features such as order management and customer insights directly within the helpdesk. This integration means your support team can view order history, track shipments, and even process returns without leaving the platform.

Exploring Zoho Desk

Zoho Desk is part of the broader Zoho ecosystem, which includes a suite of business applications. As a helpdesk solution, Zoho Desk offers a robust set of features at a competitive price point, making it a favorite among small to medium-sized businesses.

One of Zoho Desk’s key strengths is its automation capabilities. It allows you to set up workflows that can automatically assign tickets, send follow-up emails, or escalate issues based on predefined rules. This feature can significantly reduce the workload on your support team, freeing them to focus on more complex customer inquiries.

Zoho Desk also offers multichannel support, including email, phone, live chat, and social media. This ensures that no matter how your customers choose to connect with you, their queries are handled efficiently. Moreover, Zoho Desk’s AI assistant, Zia, can help automate responses to common questions, providing quick resolutions and improving overall response times.

Comparing User Interfaces

When it comes to user interfaces, both Gladly and Zoho Desk have their own unique styles. Gladly is known for its intuitive and modern interface. The focus is on simplicity and ease of use, which can be particularly appealing for teams that prioritize quick onboarding and minimal training.

Zoho Desk, on the other hand, offers a more traditional interface, with a dashboard that provides a comprehensive view of tickets, customer interactions, and performance metrics. While it might take a bit more time to get used to, this layout is packed with information that can be crucial for data-driven decision-making.

Ultimately, the choice between these interfaces boils down to personal preference and the specific needs of your support team. If you value a streamlined, user-friendly design, Gladly might be the way to go. However, if you need a feature-rich interface with detailed analytics, Zoho Desk could be the better fit.

Integrations and Ecosystem

In today's interconnected world, the ability to integrate with other tools is a vital consideration when selecting helpdesk software. Gladly offers integrations with major ecommerce platforms like Shopify and Magento, as well as CRM tools and communication channels like Slack and WhatsApp.

Zoho Desk, being part of the Zoho suite, naturally integrates seamlessly with other Zoho applications. This can be a significant advantage if you’re already using Zoho’s CRM, accounting, or marketing tools. Additionally, Zoho Desk supports third-party integrations via Zapier, allowing flexibility in connecting with other business tools you might be using.

For DTC brands that rely heavily on ecommerce integrations, Gladly’s direct connections might offer a more tailored experience. However, if your business ecosystem involves multiple Zoho applications, sticking with Zoho Desk could streamline your operations.

Pricing and Scalability

Pricing is always a critical factor, especially for fast-growing DTC brands that need a solution that can scale with them. Gladly offers a straightforward pricing model based on the number of users, with a strong focus on providing value through personalized customer service features.

Zoho Desk, in contrast, provides tiered pricing plans. This allows businesses to start with a basic feature set and upgrade as their needs grow. The flexibility in pricing can be advantageous for startups and smaller businesses that need to manage costs carefully while planning for future expansion.

When considering scalability, both platforms are designed to grow with your business. Gladly’s people-first approach can be particularly beneficial as you expand your customer base, ensuring that each interaction remains personalized. Meanwhile, Zoho Desk’s automation and integration capabilities can support larger teams with higher volumes of support tickets.

Customer Support and Training

Both Gladly and Zoho Desk offer comprehensive customer support and training resources to help you get the most out of their platforms. Gladly provides dedicated account managers and a customer success team to guide you through setup and optimization.

Zoho Desk offers a range of training materials, including webinars, tutorials, and a knowledge base. They also provide 24/7 support through various channels, ensuring that help is always available when you need it. If your team requires extensive training or prefers a more self-service approach, Zoho Desk’s resources might be more aligned with your needs.

When evaluating support services, consider the complexity of your operations and the level of assistance your team might require. A helpdesk that offers personalized onboarding and ongoing support can be a game-changer, especially during periods of rapid growth.

Customization and Flexibility

Customization is another area where these two platforms differ. Gladly offers a more streamlined setup with fewer customization options, focusing on providing a consistent and intuitive user experience. This approach can be ideal for brands that want to quickly deploy a helpdesk without spending time on complex configurations.

Zoho Desk shines in its flexibility, allowing you to customize workflows, ticket fields, and even the interface itself. This level of customization can be incredibly valuable for businesses with unique processes or specific operational needs.

For DTC brands, the decision between customization and simplicity can be challenging. If your brand values a straightforward, easy-to-use system, Gladly might be the better choice. However, if your business requires a tailored solution that can adapt to evolving needs, Zoho Desk’s flexibility could be more advantageous.

Assessing Customer Experience

Enhancing customer experience is at the heart of both Gladly and Zoho Desk’s offerings. Gladly’s people-first approach ensures that every interaction is personalized, fostering stronger relationships with your customers. This can lead to increased loyalty and repeat purchases, which are essential for DTC brands.

Zoho Desk, meanwhile, focuses on efficiency and responsiveness. By automating routine tasks and providing AI-driven recommendations, Zoho Desk helps your team respond to customer inquiries quickly and effectively. While the approach differs from Gladly’s, the end goal remains the same: satisfied customers who feel valued and heard.

Consider what aspects of customer experience are most important to your brand. Is it the personal touch that comes with understanding each customer's journey, or is it the ability to resolve issues swiftly and efficiently? Your answer will guide you towards the platform that best aligns with your CX strategy.

Final Thoughts

Choosing between Gladly and Zoho Desk depends on your brand’s specific needs and priorities. Gladly’s people-centered design is perfect for those who value personalized customer interactions, while Zoho Desk’s robust features and automation capabilities cater to brands seeking efficiency and scalability.

If you're looking for a lightweight, affordable alternative that combines essential CX tools in one intuitive platform, consider Fullcourt. Built for fast-growing Shopify brands, Fullcourt offers a shared team inbox, self-service live chat portal, knowledge base, and AI customer support assistant. This simple yet powerful helpdesk can streamline your customer support operations and help you build lasting relationships with your customers.