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Side-by-side record

Gladly vs. Re:amaze

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Re:amaze starts at $26 per seat, versus Gladly at Custom pricing. Gladly carries the higher aggregate rating (4.7/5 vs 4.6/5). Gladly lists more integrations (43+ vs 30+).

Full comparison

Gladlyfrom Custom pricing
Re:amazefrom $26 per team member/month
Audyense Score70ASStrong77ASStrong
PositioningPeople-centered customer service platform, not ticketsAI helpdesk, live chat, and chatbots built for ecommerce
Free tierNoNo
DeploymentCloud / SaaSCloud / SaaS
Best fitMid-market, EnterpriseStartup, SMB, Mid-market
Pricing plans
  • HeroCustom pricing
  • SuperheroCustom pricing
  • Basic$26
  • Pro$44
  • Plus$62
  • Starter$59
AI featuresYesNative AI (Sidekick) automates routine resolutions; brands report high AI resolution rates.PartialAI agent for chat/FAQ deflection with included resolutions per tier, but reviewers describe AI as relatively basic vs. larger rivals.
Automation & macrosYesWorkflow automation, rules, and answers/macros for repeatable responses.YesWorkflow automation, response templates/macros, and chatbots available from the Basic tier.
CSAT & satisfaction surveysPartialCSAT supported natively and via integrations like Delighted, Qualtrics, and Medallia Agent Connect.PartialCustomer satisfaction ratings included on the Plus tier only.
Knowledge base & help centerYesBuilt-in Answers/knowledge base powering self-service and agent assist.YesPublic and internal FAQ/knowledge base embeddable in the chat widget; editor lacks native in-article image uploads.
Live chat & messagingYesLive chat is a first-class channel in the unified conversation.YesCore feature; live chat with chatbots, proactive messages, screensharing, and in-chat video (higher tiers).
Omnichannel supportYesCore strength: voice, email, chat, SMS, and social unified per customer.YesUnifies email, live chat, social media, SMS/MMS, and VoIP/voice in one inbox.
Public APIYesPublic REST API and developer platform (developer.gladly.com) plus app integrations.YesRe:amaze offers a REST API and webhooks for custom integrations.
Reporting & dashboardsPartialStandard dashboards exist, but reviewers say deep custom reporting is awkward and manual.YesBasic reporting on all plans; advanced and staff-performance reporting on Pro/Plus.
Shared inbox & ticketingYesTeam collaboration on a single customer conversation replaces separate ticket queues.YesCentral shared inbox is the product’s core; supports multiple brands on Pro and above.
SLA managementPartialSupports routing, prioritization, and task/escalation handling rather than a traditional ticket-SLA engine.PartialOffers response workflows, shifts/vacation tracking, and staff performance reporting rather than dedicated formal SLA/escalation policy tooling.
Integrations verified43+30+
Aggregate rating4.7 · 1.2k reviews4.6 · 192 reviews
Integrations
ShopifyBigCommerceMagentoKlaviyoAttentiveRecharge+9 more
ShopifyBigCommerceWooCommerceMagentoKlaviyoStripe+9 more
Security & compliance
SOC 2 Type IIPCI DSSGDPR
SOC 2GDPRPCI DSSHIPAA
Pros
  • Single lifelong customer conversation across channels eliminates duplicate tickets and gives agents full context
  • Intuitive, agent-friendly interface that reviewers say makes support feel 'as easy as texting a friend'
  • Genuinely native omnichannel including built-in voice, plus responsive vendor support and onboarding
  • Strong e-commerce integrations pull order history and lifetime value directly into conversations
  • Tight ecommerce integrations surface order, shipping, and customer history in-thread (G2/Shopify reviews)
  • Easy to set up and intuitive for new agents; strong cost-to-feature ratio (Capterra/Shopify)
  • Genuinely omnichannel: email, live chat, social, SMS, and voice in one inbox
  • Fast, competent customer support noted repeatedly by reviewers
Cons
  • Premium priced with minimum-seat commitments, making it inefficient for small teams
  • Reporting/analytics feels segmented and requires manual work to build in-depth custom reports
  • Occasional slowness loading past conversations, and reports of timeouts dropping calls
  • Some gaps noted (e.g. social comment handling, mobile app) and a learning curve requiring training
  • AI features and advanced automations are relatively basic vs. larger competitors (Capterra)
  • Live-chat backend/agent UI can feel clunky and occasionally breaks (Capterra/Shopify)
  • Knowledge-base editor lacks native image uploads, requiring external URLs (Capterra)
  • Costs climb with usage/resolutions and per-seat scaling; some feel price is high (Reddit/Shopify)
Visit Gladly ↗Visit Re:amaze ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Gladly

Gladly is an enterprise customer service platform built around people rather than tickets, unifying voice, email, chat, SMS, and social into a single lifelong customer conversation. It layers AI (Sidekick) on top to automate resolutions while giving agents full customer context. It is most commonly adopted by consumer/retail and e-commerce brands running high-volume, relationship-driven support.

A particularly good fit for: Consumer and retail/e-commerce brands wanting relationship-based rather than ticket-based support Mid-market and enterprise CX teams consolidating voice, chat, email, SMS, and social into one workspace Teams that want native AI (Sidekick) to automate a high share of routine resolutions

May be a poor fit if: Small businesses or startups — high per-seat pricing plus 10+ seat minimums make it a large commitment Teams needing deep, self-serve custom analytics out of the box without extra reporting work

Re:amaze

Re:amaze is a cloud helpdesk and customer messaging platform (owned by GoDaddy) that unifies email, live chat, social media, SMS, and voice into a single shared inbox. It is especially popular with ecommerce and Shopify merchants for its deep store integrations, chatbots, workflow automation, and knowledge base.

A particularly good fit for: Shopify and other ecommerce merchants wanting order context inside support conversations Small-to-midsize support teams consolidating email, chat, and social into one inbox Businesses managing multiple brands or storefronts from a single helpdesk

May be a poor fit if: Enterprises needing advanced AI, deep automation, or heavy SLA/ITSM tooling Teams wanting a rich knowledge-base editor (e.g. native in-article image uploads)

Pricing and plan structure

Gladly: Published starting price Custom pricing

  • HeroCustom pricing
  • SuperheroCustom pricing

Re:amaze: Published starting price $26 per team member/month

  • Basic$26 per team member/month
  • Pro$44 per team member/month
  • Plus$62 per team member/month
  • Starter$59 per month (flat, unlimited members)

Capabilities worth validating

  • Gladly: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Shopify, BigCommerce, Magento, Klaviyo.
  • Re:amaze: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Shopify, BigCommerce, WooCommerce, Magento.

Questions to answer before switching

  • Does Gladly's selected plan include the features and limits we need?
  • Does Re:amaze's selected plan include the features and limits we need?
  • Does the exact integration path for Shopify, BigCommerce, Magento support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Shopify, BigCommerce, Magento: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-07-21. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Gladly product site, G2, Capterra; Re:amaze product site, G2, Capterra