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Side-by-side record

Gladly vs. Tidio

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

Tidio starts at Free per seat, versus Gladly at Custom pricing. Gladly carries the higher aggregate rating (4.7/5 vs 4.6/5). Tidio lists more integrations (100+ vs 43+).

Full comparison

Gladlyfrom Custom pricing
Tidiofrom Free
Audyense Score70ASStrong85ASExcellent
PositioningPeople-centered customer service platform, not ticketsAI live chat and chatbot software for customer service and ecommerce
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitMid-market, EnterpriseStartup, SMB
Pricing plans
  • HeroCustom pricing
  • SuperheroCustom pricing
  • FreeFree
  • Starter$24
  • Growth$49
  • Plus$300
  • PremiumCustom pricing
AI featuresYesNative AI (Sidekick) automates routine resolutions; brands report high AI resolution rates.YesLyro AI agent plus AI Copilot; core to the product.
Automation & macrosYesWorkflow automation, rules, and answers/macros for repeatable responses.YesMacros and ticketing automations from the Growth tier; visual Flows builder for automation.
CSAT & satisfaction surveysPartialCSAT supported natively and via integrations like Delighted, Qualtrics, and Medallia Agent Connect.PartialBasic satisfaction/feedback capture; not a robust dedicated CSAT survey suite.
Knowledge base & help centerYesBuilt-in Answers/knowledge base powering self-service and agent assist.PartialKnowledge base is used mainly to train the Lyro AI agent rather than a full standalone help-center product.
Live chat & messagingYesLive chat is a first-class channel in the unified conversation.YesLive chat is Tidio's core feature, with no-code widget install.
Omnichannel supportYesCore strength: voice, email, chat, SMS, and social unified per customer.YesUnifies web chat, email, Messenger, Instagram, and WhatsApp in one inbox.
Public APIYesPublic REST API and developer platform (developer.gladly.com) plus app integrations.YesOpenAPI access, available on Plus and higher tiers.
Reporting & dashboardsPartialStandard dashboards exist, but reviewers say deep custom reporting is awkward and manual.PartialAnalytics dashboards exist but reviewers describe reporting as basic; advanced analytics gated to higher tiers.
Shared inbox & ticketingYesTeam collaboration on a single customer conversation replaces separate ticket queues.YesShared multichannel inbox with ticketing and chat assignment.
SLA managementPartialSupports routing, prioritization, and task/escalation handling rather than a traditional ticket-SLA engine.NoNo dedicated SLA management; only enterprise Premium offers managed service and resolution guarantees.
Integrations verified43+100+
Aggregate rating4.7 · 1.2k reviews4.6 · 1.9k reviews
Integrations
ShopifyBigCommerceMagentoKlaviyoAttentiveRecharge+9 more
ShopifyWooCommerceWordPressWixBigCommerceFacebook Messenger+9 more
Security & compliance
SOC 2 Type IIPCI DSSGDPR
SOC 2GDPRCCPAPCI-DSS
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
  • Fast, no-code setup and an intuitive dashboard; most teams are live in under an hour
  • Genuinely useful free plan that includes live chat, ticketing, channels, and a taste of AI
  • Strong Shopify/ecommerce fit with behavior triggers for cart recovery and product questions
  • Lyro AI agent and a visual Flows builder handle common questions and automation well
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
  • Metered billing across billable conversations, Lyro conversations, and Flows visitors makes real monthly cost hard to predict
  • Only 50 one-off Lyro AI conversations are included, so heavy AI use requires paid add-ons that become the main cost driver
  • Large jump from the Growth tier to Plus with no true mid-market plan; bills can climb 2-3x the advertised price
  • Reporting and analytics are solid but basic, and the widget shows Tidio branding unless you pay extra
Visit Gladly ↗Visit Tidio ↗

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

Tidio

Tidio is a customer service platform that combines live chat, ticketing, and AI-powered automation for small and mid-sized businesses, with a particular focus on ecommerce. Its Lyro AI agent answers common customer questions automatically, while a visual Flows builder automates lead capture and cart recovery. It installs no-code on platforms like Shopify, WordPress, and Wix and unifies messages from web chat, email, Messenger, Instagram, and WhatsApp in one inbox.

A particularly good fit for: Small ecommerce and Shopify stores wanting live chat plus AI-assisted support SMBs that need a quick, no-code chat and helpdesk setup Teams that want an AI agent to auto-resolve common, repetitive customer questions

May be a poor fit if: Mid-market and enterprise teams needing advanced reporting, deep routing, and SLA management High-volume support teams that need flat, fully predictable pricing

Pricing and plan structure

Gladly: Published starting price Custom pricing

  • HeroCustom pricing
  • SuperheroCustom pricing

Tidio: Published starting price Free

  • FreeFree
  • Starter$24 per account / month
  • Growth$49 per account / month
  • Plus$300 per account / month
  • PremiumCustom pricing

Capabilities worth validating

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

Questions to answer before switching

  • Does Gladly's selected plan include the features and limits we need?
  • Does Tidio'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; Tidio product site, G2, Capterra