When evaluating CX automation technology, it’s easy to get lost. 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. 

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.

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.

• 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.
  
  

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:

	KODIF	Gladly
Core focus	AI-native automation for ecommerce CX	Omnichannel helpdesk built around customer identity
Approach	AI teammates automate repeatable tasks, augment agents, and continuously improve processes	Centralized customer timeline so agents see all conversations in one place
Scope	End-to-end: pre-purchase, purchase, post-purchase, retention	Primarily post-purchase support

Ecommerce depth

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

KODIF was designed 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:

	KODIF	Gladly
Ecommerce integrations	Native integrations with Shopify, Recharge, Skio, Rebuy, LoopReturns, ShipMonk, Klaviyo, Yotpo, and 100+ more	Minimal ecommerce integrations, and limited capabilities even for existing ones
Pre-purchase use cases	Cart recovery, personalized product recommendations, churn-save flows	Not designed for pre-purchase conversion
Post-purchase use cases	Order tracking, returns, cancellations, subscription edits, warranty checks	Core focus: agent handling of returns, cancellations, order questions

Automation

AI is another area where the platforms diverge. 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:

	KODIF	Gladly
AI capabilities	No-code workflows, agentic AI that can resolve tasks (refunds, subscription edits, order updates) end-to-end	Chatbot and agent assist available, but less customizable
Self-service	Prebuilt + custom workflows customers can trigger instantly	Focuses on routing to the right agent
Experimentation	Built-in testing and reporting to optimize flows	Limited A/B testing functionality

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:

	KODIF	Gladly
No-code builder	Automation builder designed for CX leaders (no engineers required)	Configurable helpdesk with some no-code options, but workflows are more agent-centric
Customization	Brand-level tone, policies, and ecommerce-specific logic	Customizable macros and workflows, but less granular automation

Support and operations

Finally, there’s the question of day-to-day ownership. 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.

	KODIF	Gladly
Implementation	Quick setup, supported by a dedicated CSM and implementation partner	Setup can be time-consuming and requires support, often at a substantial additional cost
Ongoing maintenance	Designed so CX/ops teams can own and iterate themselves	Often requires ops or admin resources to maintain
Global teams	AI runs 24/7, escalation routing to human agents when needed	Focus on helping live agents work more efficiently

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 to empower ecommerce brands with:

• Full customer journey coverage (pre-sale → loyalty)
• No-code workflows that CX teams own directly
• Continuous improvement through insights, topic discovery, and AI-human collaboration
  
  

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.

Bottom line

• Choose Gladly if your #1 priority is an agent-first helpdesk with a strong omnichannel timeline view.
• 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.
  
  

More interested in KODIF?

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

Area	Details	Why it matters
Core positioning	No-code automation layer across CRMs and tool stack	Avoids re-platforming, faster value
Returns/refunds	Deep integrations (Shopify, Recharge/Loop, etc.), label/refund actions	Automates top D2C drivers
Builder experience	Natural language, transparent reasoning	Client ops can own iteration and AI is not black box
Agent Assist	CRM co-pilot and “side-pane” drafts, fallback via tags/views	Higher agent efficacy
Knowledge/policy	Skills library, versions, audit trails	Governance for 1 → 100
APIs/Webhooks	Webhook node + attribute routing	Allows for proactive flows and integrations
Reporting	Light native, export events to data warehouse	BYO analytics with full observability
Compliance	SOC2, GDPR, CCPA, ISO 27001, HIPAA	Meets procurement needs and minimizes legal drag in acquisition

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