Gladly staffs the conversation. Evo resolves it.
Gladly is a people-first platform priced around agents. Evo AI is agent-native. It resolves 100% with your team: AI handles the bulk end to end, and your team takes the rest with a full case file. Volume-based, fixed pricing. Live in 1 day.
of tickets resolved: AI handles the bulk end-to-end, and your team solves the rest.
77% lower support cost than a human team, with no per-agent seats to license.
A people-first platform vs. an AI employee
Gladly is a people-centered CX platform priced per agent, with AI billed per conversation on top. Evo AI is agent-native with volume-based, fixed pricing. Here's how they line up.
Why teams leave Gladly
The same themes, over and over, in Gladly reviews. Here's how Evo AI answers each one.
| What they say about Gladly | Theme | Evo AI |
|---|---|---|
| Premium pricing, per agent, tough below enterprise scale. | 1 | Evo prices per resolution. Cost tracks outcomes, not seats. |
| You pay for Sidekick per conversation even when it doesn't resolve. | 2 | Evo charges once, per resolution. Nothing stacked. |
| Automated replies sound generic unless you train it heavily. | 3 | Evo replies in your brand voice, with 4.8-star CSAT across brands we run. |
| Slow to load customer data, occasional performance lag. | 4 | Evo keeps context in one layer, ready before the first reply. Live in 1 day. |
| Great for enterprise, heavy for a lean DTC team. | 5 | Evo is built for DTC. $0 setup, per-resolution pricing, live fast. |
The real cost of Gladly once Sidekick is on
Gladly bills two ways: a per-seat annual license, plus a Sidekick fee for every conversation, even the ones it doesn't resolve. Evo AI replaces both meters with one charge per resolution.
Illustrative, from publicly reported Gladly pricing (July 2026): Hero about $180 per user per month, 10-user minimum, annual; Sidekick about $0.60 per conversation. Evo AI replaces per-seat plus per-conversation billing with one charge per resolution.
The difference isn't the headcount. It's the architecture.
A per-agent seat routes the conversation to a person and waits for them to pick it up. An agent resolves: Evo AI already knows the order, detects the store and currency, checks the customer's history, and acts within your policy. Same ticket, no queue, different outcome.
Priced on outcomes, not double-dipped
Gladly bills per agent, then charges for Sidekick by the conversation. Evo charges once, per resolution.
Context built in, not bolted on
Evo AI is powered by Blotout, so orders, attribution, and prior conversations are in the reply from the first message. No Sidekick to train per agent, and no "what's your order number?"
Resolves end-to-end. Doesn't just deflect.
A seat-based tool stops at routing: it queues the conversation for a person. Evo AI executes the resolution within your policy: refunds, exchanges, order changes. Only the edge cases escalate, each with a full case file.
Switching from Gladly
The questions DTC teams ask us most when they move off Gladly.
Because cost scales with seats and conversations. You commit to a per-agent annual contract (10-user minimum on Hero), then pay about $0.60 per Sidekick conversation on top, including ones it doesn't fully resolve. Evo charges once, per resolution, so cost scales with outcomes, not headcount.
No. Gladly licenses per agent and adds a Sidekick fee for every conversation. Evo AI charges per resolution with no seat minimum, so cost tracks outcomes, not headcount.
The opposite. Gladly is priced and built for enterprise scale. Evo has $0 setup, no seat minimum, and goes live in a day, so it fits a lean team from day one. Median first reply is 12 seconds.
Yes. Evo AI replies in your brand voice within the policy you set, and unlike a generic Sidekick reply it draws on full order and history context. AI replies hold a 4.8 CSAT across the brands we run.
They reach your team as a ready-to-read case file: order, history, attribution, and what Evo AI already tried, instead of landing in a per-agent queue cold.
Want the numbers for your store?
Send us your monthly ticket volume and we'll run the side-by-side cost math against your current Gladly bill.