Comparing Certainly and Gladly Sidekick? Both are AI Agents & Chatbots and E-commerce Support tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at how they price, what they integrate with, and when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
| Attribute | Certainly | Gladly Sidekick |
|---|---|---|
| Pricing | Per resolution · €500/mo (2,000 conversations) | Paid · ~$180/seat/mo |
| Founded | 2017 | 2014 |
| Categories | AI Agents & Chatbots E-commerce Support | AI Agents & Chatbots E-commerce Support Help Desk & Ticketing |
| Integrations | Zendesk Shopify Anthropic Claude OpenAI Google Gemini Zapier | Shopify Salesforce Zendesk Twilio Amazon Connect Slack |
Certainly is Copenhagen's contribution to the AI agent wave, and its accent shows in the best ways: European data residency, GDPR seriousness, and commercial terms designed to reduce buyer risk rather than maximize lock-in. Founded in 2017 as BotXO and later rebranded, it has deployed more than a thousand agents that have handled over 50 million queries, for brands including Ticketmaster, GANNI, Tiger of Sweden, Quad Lock, and Entain.
The product builds autonomous agents that resolve conversations end to end across web chat, Meta channels, SMS, and email, with more than 200 integrations into help desks and commerce stacks like Zendesk and Shopify. Its most distinctive technical stance is model flexibility: agents can run on Anthropic's Claude, OpenAI's GPT, or Google's Gemini, so you are not married to one AI vendor's pricing or politics, and deployments can go live in as little as two weeks.
Pricing is published in euros and billed per conversation rather than per seat: Starter at 500 euros a month for 2,000 conversations, Pro at 1,250 for 10,000, Enterprise from 2,500. The buyer-friendly quirk is that every plan starts as a three-month pilot cancelable on a week's notice, an arrangement that says the product expects to earn its renewal.
Certainly fits European brands, and anyone selling into Europe, who want conversation-based pricing, data kept in the EU, and freedom to choose the underlying model. American enterprises chasing the biggest names will look elsewhere first; e-commerce and consumer brands with EU exposure should look here early.
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Gladly organizes support around people instead of tickets, and that one decision changes everything about how it feels. Every customer gets a single lifelong conversation thread that follows them across voice, chat, SMS, email, and social, so they never have to repeat themselves and your agents always see the full story. Sidekick, its AI agent, lives inside that thread, resolving requests using real customer context and taking genuine actions like tracking an order, starting a return, or making a change, then handing off to a human with everything already in view.
A recent standout is Sidekick on Voice, which Gladly bills as the industry's only AI voice agent powered by that lifelong, multichannel history, so a phone conversation picks up right where a chat left off. The company has kept expanding the family with Sidekick Sales for product recommendations, Sidekick Email, and versions that extend the agent onto Zendesk and Salesforce, so teams on other platforms can borrow its brain.
Gladly was founded in 2014 by Joseph Ansanelli and his co-founders, and it has leaned cheerfully into its theme, naming its pricing tiers Hero and Superhero. It is very much an enterprise product, sold largely by quote with seat minimums, and its Sidekick AI is billed per conversation or resolution on top. That positioning fits its customer base of consumer brands that treat support as a loyalty channel, including Crate and Barrel, Ulta Beauty, and Breeze Airways.
The through-line here is emotional as much as it is technical: Gladly wants every interaction to feel like talking to a company that genuinely remembers you and your history. If you sell to consumers who expect a personal, continuous relationship rather than a cold, fresh ticket every single time they reach out, Gladly and its Sidekick agent are built from top to bottom around exactly that promise.
Read the full Gladly Sidekick listing → · See Gladly Sidekick alternatives →
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