When evaluating CX automation technology in 2025, it’s easy to get lost in the options. Both KODIF and Gladly help support teams streamline workflows, but they approach the problem from very different angles.

Gladly positions itself as a conversation-first helpdesk with a focus on unifying customer interactions across channels. It’s built to replace your existing helpdesk system entirely, consolidating everything from email to voice into one unified platform.

KODIF, on the other hand, is an AI-native automation platform built specifically for ecommerce brands, powering full-funnel automation from pre-purchase through post-purchase. Instead of replacing your helpdesk, KODIF layers on top of your existing systems—whether that’s Gorgias, Zendesk, Kustomer, or even Gladly itself—to drive autonomous resolution without disrupting your current setup.

If you’re weighing the two, here’s how they stack up.

TL;DR

• Gladly: Best fit if you need a modern, omnichannel ticketing system with a strong focus on agent efficiency and customer identity across channels. Think of it as a complete helpdesk replacement with built-in voice and contact center capabilities.

• KODIF: Best fit if you want AI teammates that handle full end-to-end automation, not just after-the-fact service, but also pre-purchase engagement, revenue retention, and CX optimization. KODIF works alongside your existing helpdesk to maximize autonomous resolution rates—typically between 76-92% depending on ticket type.

The fundamental difference? Gladly wants to be your entire support platform. KODIF wants to make whatever platform you’re already using dramatically more efficient through AI-powered automation.

Platform philosophy

When you look at the two platforms side by side, the biggest differences show up in their underlying philosophies.

While both aim to improve customer experience, they’re built with very different assumptions about what matters most and how teams should get there:

What this means in practice

Here’s where these philosophical differences play out in real workflows:

KODIF’s approach treats automation as a strategic layer that sits on top of your existing tools. You keep your current helpdesk, your agent workflows, your familiar dashboards—KODIF just makes everything faster by autonomously resolving the repetitive stuff. When a customer asks to skip their next subscription delivery, KODIF can handle it completely without involving a human agent. When someone needs help finding the right product bundle, KODIF guides them through personalized recommendations that actually drive revenue.

Gladly’s approach reimagines your entire support infrastructure. Instead of tickets, you get unified customer conversation timelines. Instead of integrating with multiple tools, you get an all-in-one platform with built-in voice, email, chat, SMS, and social support. It’s a deeper commitment—you’re migrating off your old helpdesk completely—but you gain a genuinely unified agent experience.

The key question for your team: Do you want to transform your entire support stack, or supercharge what you already have?

Ecommerce depth

Another key difference is how deeply each platform is built for ecommerce operations.

KODIF was designed from the ground up with native integrations and revenue-driving use cases in mind, while Gladly takes a more traditional helpdesk approach that focuses mainly on post-purchase support:

The integration advantage

When we say KODIF has 100+ ecommerce-specific integrations, we’re talking about action-level connections—not just data pulls. Here’s what that means:

• Subscription platforms like Recharge, Skio, and OrderGroove: KODIF can skip, pause, swap, or cancel subscriptions autonomously
• Returns platforms like Loop Returns and AfterShip: KODIF generates return labels and processes refunds without agent involvement
• Shipping platforms like ShipStation and ShipMonk: KODIF provides real-time tracking updates and proactively alerts customers to delays
• Marketing platforms like Klaviyo and Yotpo: KODIF applies loyalty discounts and personalizes recommendations based on purchase history

Compare that to Gladly’s standard integrations, which primarily focus on pulling customer data into the agent timeline. Gladly helps your agents see the information faster; KODIF helps your AI act on it autonomously.

Revenue impact tracking

Because KODIF covers pre-purchase and post-purchase, it can track metrics that traditional helpdesks ignore:

• Average order value (AOV) lift from AI-driven upsells
• Conversion rate improvements from cart recovery flows
• Churn prevention from retention-focused automation
• Subscription renewal rates after AI-powered save flows

Brands using KODIF report this kind of revenue optimization regularly. For example, Dollar Shave Club achieved 6x growth in containment rate while targeting a 70% autonomous resolution benchmark—freeing up their human agents to focus on complex, high-value conversations that actually require empathy and judgment.

Automation

AI is another area where the platforms diverge significantly. KODIF emphasizes no-code automation and experimentation, giving teams more control over what AI can actually do, while Gladly leans toward lighter assistive tools that keep agents at the center:

Autonomous vs. assisted

The difference in AI philosophy shows up in resolution rates:

KODIF’s autonomous resolution rates by category:

• Technical support: 92%
• Order and shipping: 88%
• Product information: 82%
• Incident reporting: 80%
• Account management: 76%

These aren’t deflection rates—they’re resolution rates. The customer’s issue is actually solved without human intervention. When a customer emails asking to change their delivery address, KODIF updates it in Shopify and confirms back to the customer. Done.

Gladly’s approach focuses more on making human agents more efficient rather than replacing them with automation. Gladly’s chatbot can handle basic FAQs, and its agent assist features provide contextual information faster. But most conversations still route to a human agent, who then handles the resolution manually.

For brands drowning in repetitive tickets—especially subscription ecommerce brands dealing with constant “skip my next order” or “where’s my package” requests—KODIF’s autonomous approach delivers faster time to value.

Testing and optimization

One underrated advantage of KODIF: you can experiment with different automation policies to find what works best. Want to test whether offering a discount performs better than offering a subscription skip when someone tries to cancel? KODIF’s built-in testing framework lets you A/B test that and measure the impact on retention.

Gladly’s experimentation capabilities are more limited—you can adjust agent routing and macros, but there’s less infrastructure for systematic testing of different automation approaches.

Control and customization

When it comes to building and customizing workflows, the difference is in who each platform is designed for. KODIF gives CX leaders direct control with a no-code builder tailored to ecommerce, while Gladly’s tools remain closer to traditional helpdesk configurations:

Who owns the workflows

This is a critical consideration for many teams. With KODIF, your CX and operations teams can create and modify automation policies directly—no engineering backlog required. Want to update the policy for handling out-of-stock products? You can do it yourself in plain English: “If customer asks about out-of-stock item, offer similar product recommendation and apply 10% discount code.”

KODIF translates that natural language policy into executable workflows. No code. No developer dependency.

Gladly’s customization tends to require more admin-level configuration. You can set up macros, adjust routing rules, and configure conversation templates—but the level of granular, conditional automation that KODIF enables often requires more technical resources or Gladly’s professional services team.

Brand voice and personalization

Both platforms let you maintain brand voice, but KODIF takes it further with channel-specific personalization. You can have your AI sound more casual and emoji-friendly on Instagram, while maintaining a professional tone in email—all managed through the same automation policies.

Gladly maintains consistency across channels through its unified timeline, which is excellent for agent handoffs, but doesn’t offer the same level of channel-specific AI personality customization.

Support and operations

Finally, there’s the question of day-to-day ownership and getting up and running. KODIF is built so CX and ops teams can launch quickly and keep improving without heavy dependencies, while Gladly leans more on traditional admin support and agent training:

Implementation timeline

KODIF typically deploys in 2-4 weeks for pilots, with full implementation taking 2-3 months including optimization. That includes white-glove onboarding where a dedicated AI engineer observes your current agent workflows, builds custom automation policies, and provides ongoing support.

Gladly’s implementation varies based on company size and complexity, but generally takes 4-8 weeks minimum since you’re migrating your entire helpdesk infrastructure. You’re not just adding a tool—you’re replacing Zendesk, Gorgias, or whatever system you currently use. That means migrating conversation history, retraining agents on new workflows, and reconfiguring all your reporting dashboards.

The difference in disruption is significant. KODIF layers on top, so your agents keep working in familiar tools while AI handles more behind the scenes. Gladly requires everyone to learn a new system.

Real-world speed to value

Let’s look at how quickly brands see impact:

• Nom Nom reduced First Reply Time from 3 days to 9 minutes using KODIF’s self-service flows
• Good Eggs achieved 40% reduction in Average Handle Time through AI Copilot implementation
• ReserveBar maintained 93% CSAT while saving 850 agent hours

These results came within weeks of launch, not months of migration and retraining.

Scaling globally

For brands operating across multiple regions or time zones, KODIF’s 24/7 AI automation means you don’t need to staff overnight shifts just to handle routine requests. The AI handles German customers asking about shipping to Berlin at 2am EST just as easily as California customers asking about returns at 2pm PST.

Gladly’s approach requires more traditional staffing—you’re empowering human agents to work more efficiently, but you still need humans available across time zones. That’s fine if you already have that coverage, but it’s a different cost structure than KODIF’s autonomous model.

Who we are

At KODIF, we believe AI shouldn’t just deflect tickets, it should act as a teammate. Our platform was built by CX and engineering leaders—including former leads from Uber’s Customer Obsession team—to empower ecommerce brands with:

• Full customer journey coverage (pre-sale → loyalty): Unlike tools that only handle post-purchase support, KODIF helps you convert browsers into buyers through cart recovery and guided selling, then retains them through intelligent subscription management and churn prevention
• No-code workflows that CX teams own directly: Your CX leaders create and modify automation policies in plain English—no engineering backlog, no developer dependency
• Continuous improvement through insights, topic discovery, and AI-human collaboration: KODIF’s AI Analyst automatically identifies knowledge gaps, detects trending issues, and suggests new automation opportunities based on actual conversation patterns

We’re laser-focused on ecommerce, so our integrations and workflows are designed to solve the exact problems retail and DTC brands face every day. Whether you’re handling thousands of “where’s my order” tickets or trying to reduce subscription churn, KODIF was built specifically for your challenges.

Plus, we’re SOC 2 Type 2 certified and meet ISO 27001, GDPR, and CCPA standards—so security and compliance are built into the foundation.

Bottom line

The choice between KODIF and Gladly ultimately depends on what transformation you’re ready for:

• Choose Gladly if your #1 priority is an agent-first helpdesk with a strong omnichannel timeline view. You’re ready to migrate off your current helpdesk completely and invest in retraining your team on a unified platform. Gladly excels when you need built-in voice support and want to consolidate multiple tools into one system.

• Choose KODIF if you want an AI-native automation layer that actually drives revenue, reduces churn, and makes your CX team faster without adding headcount—or disrupting your existing helpdesk. KODIF is the smarter choice for ecommerce brands that want to keep their current tools while dramatically increasing autonomous resolution rates and unlocking pre-purchase revenue opportunities.

Worth noting: these platforms aren’t necessarily mutually exclusive. KODIF integrates with Gladly, so if you’re already using Gladly as your helpdesk, you can layer KODIF’s ecommerce-specific AI automation on top to get the best of both worlds.

More interested in KODIF?

Here are some more details on KODIF and what we can do.

Want to learn even more and see it all in action? Book a demo!