CX & Support
Considering adding either Intercom or Gladly to your ecommerce brand's tech stack? Customer support and delivering an exceptional customer experience are critical for success in ecommerce. The right tool for your brand's specific use cases can help you personalize your customer experiences, drive higher retention rates and deliver a better customer experience. Read our comparison below between Intercom and Gladly to see which one is right for your ecommerce brand.
Intercom is a Conversational Relationship Platform. It shows you who is using your product or website and makes it easy to personally communicate with them with targeted content, behavior-driven messages, and conversational support.
Gladly is a people-centered customer service platform with all channels built-in (email, calls, texts etc). Connect customers to the best representative with full context on what they recently bought and their preferences.
- Automated, interactive onboarding to keep new users engaged within your product.
- Outbound messaging capabilities to proactively notify customers of issues and updates.
- Omnichannel support through email, SMS, and in-app messenger for seamless customer experiences.
- AI-powered chatbot to instantly resolve 50% of customer questions and reduce support volume.
- Integrations with popular ecommerce platforms like Shopify to streamline customer data and order tracking.
- Centralize customer communication across channels into a single conversation.
- Offer personalized service by accessing a unified customer history.
- Utilize AI to predict and automate customer service responses efficiently.
- Enable customers to shop within the chat interface for immediate purchases.
- Streamline returns and exchanges directly through customer support channels.
- Analyze service performance with comprehensive, real-time reporting tools.
Intercom's pricing starts at $39 per month for the Essential plan, which includes access to Intercom's AI chatbot and basic customer support features. The company offers two additional plans - Advanced at $99 per month and Expert at $139 per month - which provide more advanced automation and messaging capabilities. Intercom's pricing is based on the number of seats required and includes additional usage-based charges for features like WhatsApp, SMS, and email campaigns.
Gladly's pricing starts at $150 per agent per month for the Support Hero plan. The plans are structured with increasing levels of functionality, ranging from the $150 per agent per month Support Hero plan up to the custom-priced Personalized Consultation plan for more advanced needs.
Intercom offers a wide range of integrations that allow businesses to connect their various tools and platforms. Some of the most popular and relevant integrations include:
- Zapier
- Google Sheets
- Webhooks
- Filter by Zapier
- HubSpot
- Salesforce
- Stripe
- Zendesk
Gladly integrates with a variety of platforms to streamline customer service and satisfaction processes. Key integrations include:
- Shopify
- Magento
- Medallia Agent Connect
- Big Commerce
- Klaviyo
These highlight D2C brands from our database all currently leverageÂ
Intercom
 in their tech stack:
Manly BandsManly Bands crafts unique and stylish men's wedding bands. Founded with the belief that men deserve exceptional choices when it comes to their wedding jewelry, Manly Bands offers a diverse collection of rings crafted from high-quality materials such as tungsten, titanium, and precious metals. With customizable options and a focus on craftsmanship and comfort, Manly Bands provides grooms-to-be with the perfect symbol of their love and commitment.
Born PrimitiveBorn Primitive offers an extensive collection of patriot inspired workout clothing for men and women
Joy OrganicsJoy Organics offers a variety of premium CBD products, including CBD tinctures, salves, gummies, softgels and more.
These highlight D2C brands from our database all currently leverageÂ
Gladly
 in their tech stack:
PepperApparel
Pepper is here to celebrate small-chested bodies because they deserve love too. Pepper bras fit exceptionally well and are designed specifically for AA, A nad B cups.
KizikApparel
Kizik burst onto the seen just a few years ago with their world-famous, hands-free slip-on shoes. They're stylish, convenient and even fun. Since they've launched, they have expanded into a bunch of different categories within shoes: casual, stylish, everyday and athletic...all with their awesome hands-free design.
GorjanaJewelry
Gorjana is a jewelry brand inspired by the laid-back sophistication of Laguna Beach, offering a diverse range of stylish and versatile pieces. Their collections include necklaces, earrings, bracelets, and rings, designed to be layered and personalized, reflecting a commitment to craftsmanship and contemporary elegance.