Gladly vs Tidio
A side-by-side comparison for e-commerce sellers — platforms, pricing, free trials and ROI.
| Category | Customer Service | Customer Service |
|---|---|---|
| Platforms | Shopify DTC | Shopify WooCommerce DTC |
| Pricing | Custom pricing; per-contact or per-seat plans | Free plan; paid from $29/mo, Lyro AI add-on available |
| Free trial | No | Yes |
| Affiliate program | — | Direct |
| ROI | Unifies channels into one customer conversation, raising agent efficiency and CSAT for retail brands. | Lyro automatically resolves up to 70% of common questions, freeing agents for complex cases. |
Which should you choose?
High-volume DTC and retail brands that prioritize personalized, voice-inclusive, channel-agnostic support.
Small and mid-size online stores wanting live chat plus an easy AI chatbot without a large support team.
Gladly
Pros
- Conversation-centric design delivers highly personalized support
- Especially strong for voice-heavy and high-touch retail brands
- Single customer timeline avoids fragmented, duplicate tickets
Cons
- Custom, premium pricing aimed at larger brands; not for small sellers
- Overkill for stores with low or simple support volume
- Implementation and onboarding require more effort than lightweight tools
Tidio
Pros
- Easy, fast setup with a usable free plan
- Lyro AI chatbot deflects FAQs without heavy configuration
- Good fit for capturing leads alongside support
Cons
- Lyro AI conversations are metered and add cost as you scale
- Less deep order context than ecommerce-native helpdesks
- Reporting and advanced workflows are limited on lower tiers
Other tools to consider
Collect, manage, and display product reviews and UGC for ecommerce
AI helpdesk built for ecommerce with deep Shopify and order context
Loyalty, referrals, reviews and memberships in one app for Shopify, WooCommerce and retail
A unified AI suite for marketing, sales, and customer support
Branded shipping guarantee for Shopify that resolves lost, stolen and damaged deliveries fast
Branded returns and exchanges for Shopify that steer refunds into exchanges and store credit