Dixa and Gladly are both AI-driven, omnichannel customer service platforms, but they differ most in pricing transparency and how they organize AI…
Best for Dixa: Teams that want transparent, published per-agent pricing and a visual no-code workflow/routing builder, starting at €89/agent/month.
Best for Gladly: Larger enterprise brands comfortable with a sales-led buying process who want non-technical 'Guides' controls for business users to configure AI behavior without engineering help.
At a Glance
Dixa
Gladly
Primary category
Customer Support
Customer Support
Rating
Not documented
Not documented
Pricing model
Subscription (per-agent/month)
Subscription
Starting price
€89/agent/month
$180 per agent per month (billed annually, 10-agent minimum)
Free plan
Not documented
Not documented
Free trial
Not documented
Not documented
Platforms
Web
Web
Team collaboration
Not documented
Not documented
AI features
Yes
Yes
Public API
Yes
Yes
Key Differences
Pricing transparency
Dixa: Publishes three tiers: Growth (€89/agent/month), Ultimate (€139/agent/month), and Prime (€179/agent/month).
Gladly: No published self-serve pricing; requires requesting a demo or contacting sales.
Published pricing lets teams budget and compare without a sales cycle.
AI billing model
Dixa: Mim AI Agent is billed separately at €0.35 per AI-handled conversation, on top of seat fees.
Gladly: No separate AI usage fee is documented; pricing is entirely custom/quote-based.
Per-conversation AI billing makes cost scale directly with automation volume, which is easier to forecast against ticket volume than an opaque custom quote.
AI configuration approach
Dixa: Visual, no-code routing and automation builder plus AI Co-Pilot for response suggestions and translation.
Gladly: Plain-English 'Guides' let business users configure brand voice and AI behavior without engineering involvement.
Both remove engineering dependency, but the specific mechanism (workflow builder vs. plain-English guides) affects who on the team can maintain it.
Customer proof points
Dixa: States it is used by 850+ brands across 42 countries, with 35+ native integrations from the Growth plan up.
Gladly: Publicly names large enterprise customers including Ulta Beauty, Nordstrom, TUMI, UGG, and Crate & Barrel.
Reference customers signal the scale and industry a platform is proven at.
Advanced feature gating
Dixa: SSO, advanced AI intent detection, and multi-org support are reserved for the top Prime tier (€179/agent/month).
Gladly: Feature tiers are not published; enterprise capabilities are presumably negotiated as part of the sales process.
Knowing exactly which tier unlocks SSO or advanced AI helps buyers price out the real cost of enterprise requirements in advance.
Feature-by-Feature
Core Features
Feature
Dixa
Gladly
Omnichannel support (phone, email, chat, social, WhatsApp)
Available
Available
AI agent for autonomous resolution
Available
Available
No-code AI/workflow configuration
Available
Available
Product catalog integration
Not documented
Available
Conversation scoring / QA analytics
Available
Not documented
Pricing & Plans
Feature
Dixa
Gladly
Published self-serve pricing
Available
Unavailable
Free trial or free tier
Unavailable
Unavailable
SSO
Limited
Not documented
Multiple organizations support
Limited
Not documented
Pricing Compared
Starting price reflects the lowest paid tier, not the full cost for every team size or usage level.
Dixa
Growth — €89/agent/month Monthly or annual (20% off annual)
Ultimate — €139/agent/month Monthly or annual (20% off annual)
Prime — €179/agent/month Monthly or annual (20% off annual)
Small Business (Shopify) — $120/agent seat/month + usage Monthly, usage-based with spend cap
Pros & Cons
Dixa
Pros
True unified omnichannel conversation view, not just multi-channel ticketing
Native AI agent (Mim) built into the core platform rather than bolted on
Strong ecommerce/Shopify-focused integrations for DTC brands
Transparent, publicly published per-agent pricing
Cons
Per-agent pricing can become expensive for larger support teams
Advanced AI and automation features are gated to higher (Ultimate/Prime) tiers
Mim AI usage is billed separately per conversation, adding a variable cost
Smaller company and support footprint than larger competitors like Zendesk or Intercom
Gladly
Pros
Ticketless, timeline-based model gives agents full customer context without repeat explanations
Tight integration between human-agent (Hero) and AI automation (Sidekick) products
Strong reputation among consumer and e-commerce brands that prioritize service as a loyalty driver
Well-funded with roughly 208 million dollars raised, supporting continued AI investment
Usage-based small-business option available through Shopify for smaller merchants
Cons
No free plan and no publicly available free trial for the core enterprise platform
Relatively high per-agent pricing, starting around 180 dollars per agent per month
Minimum seat commitments (10 agents on Hero, 45 on Superhero) exclude very small teams
Voice and SMS usage are often billed separately on top of the base subscription
Pricing is not fully transparent and requires a sales conversation for most customers
Use Cases
Choose Dixa: Teams that want transparent, published per-agent pricing and a visual no-code workflow/routing builder, starting at €89/agent/month.
Choose Gladly: Larger enterprise brands comfortable with a sales-led buying process who want non-technical 'Guides' controls for business users to configure AI behavior without engineering help.
Need both: A multi-brand retailer expanding from a mid-market Dixa deployment toward enterprise-scale accounts might evaluate Gladly in parallel for flagship brands that need dedicated sales support and reference customers like Ulta Beauty or Nordstrom, while keeping Dixa for cost-transparent teams.
Dixa
Ecommerce & DTC Support — Ecommerce and direct-to-consumer brands use Dixa to manage high-volume support across phone, chat, and email with native Shopify integration.
Omnichannel Contact Center — Mid-market companies consolidate phone, chat, email, and social support into a single Dixa workspace instead of separate point tools.
AI-Automated First-Line Support — Enterprises deploy Dixa's Mim AI agent to automatically resolve common inquiries before escalating to human agents.
Gladly
Consumer brand customer service — Retail and e-commerce brands use Gladly to unify voice, chat, email, and SMS support into one agent workspace with full customer history.
AI-driven contact deflection — Companies use Gladly Sidekick to automatically resolve high-volume, routine requests like order status and returns without agent involvement.
Small merchant support automation — Smaller e-commerce merchants use Gladly's Shopify app for usage-based AI resolutions and agent seats without a large enterprise contract.
Frequently Asked Questions
Does Dixa offer a free plan?
No, published plans start at €89/agent/month for the Growth tier; Gladly likewise has no listed free trial or free tier.
How much does Gladly cost?
Pricing isn't published; it requires requesting a demo or contacting sales, unlike Dixa's published per-agent tiers.
What is Mim?
Dixa's AI agent that autonomously resolves routine customer inquiries across chat, email, and WhatsApp, billed separately at €0.35 per conversation.
What are Gladly's 'Guides'?
Plain-English controls that let business users configure brand voice and AI behavior without needing engineering support.
Which channels does Gladly support?
Voice, chat, SMS, email, and social media, unified under one customer timeline.
Who uses Gladly?
Named customers include Ulta Beauty, Nordstrom, TUMI, UGG, and Crate & Barrel, per the company.