Migration Guide for E-commerce Teams
Converge Team
Part of the Gladly migration guide
How e-commerce support teams can migrate from Gladly while maintaining customer service quality.
E-commerce Migration from Gladly
Gladly has deep e-commerce roots — it's a certified Shopify Plus Partner with native integrations for Shopify, BigCommerce, ShipHero, Loop, Recurly, and Recharge. The Shopify integration embeds order history, customer lifetime value, and refund processing directly in the agent workspace. Migrating away means losing this deep commerce integration.
What You Lose from Gladly
Gladly's Shopify Integration Toolkit automatically syncs customer profiles, surfaces order history (order status, fulfillment, payment), and lets agents process returns and refunds without leaving the conversation. It also pulls in customer lifetime value data, purchase preferences, and loyalty status. If your agents regularly check orders or process refunds during conversations, they'll need a separate Shopify admin tab after switching. Also consider Gladly's integrations with Loop (returns), Recurly (subscriptions), and Recharge (recurring orders) — these feed data directly into the agent view.
Widget Replacement for Your Store
Remove Gladly's Chat widget from your store (delete the two script snippets — the loader in <head> and the initializer before </body>) and install your new platform's chat widget. If you used Gladly's Quick Actions or Public Answers for self-service FAQ in the widget, recreate equivalent functionality. A chat widget with built-in lead capture and visitor tracking adds pre-sale value that Gladly's widget doesn't emphasize.
WhatsApp Commerce Workflows
If you handle order inquiries via WhatsApp through Gladly, migrate this channel carefully. WhatsApp is often the highest-volume channel for e-commerce in Asia, Latin America, and Europe. Disconnect from Gladly's WhatsApp settings and reconnect to your new platform during off-peak hours. Recreate any WhatsApp-specific auto-replies (order status templates, shipping updates) as quick replies on your new platform.
Cost Perspective
E-commerce teams often have seasonal support scaling needs. Gladly's per-seat model means adding temporary agents during Black Friday costs $180 each per month (and you can't go below 10 seats after). A flat-rate platform lets you add and remove agents freely within the seat limit without cost changes — no penalty for seasonal scaling.
Timing the Switch
Never migrate during peak selling periods. Avoid Black Friday, Cyber Monday, holiday sales, and any major promotion. Plan the switch for your quietest week — typically late January or early September. Run both platforms in parallel for at least one week to catch any channel routing issues. Gladly's annual contract timing may also dictate your migration window.
Tip: Export your most-used canned responses from Gladly — especially order-related templates (shipping updates, return policies, refund confirmations). Agents look for these immediately and will be slowed down if they need to rewrite them from scratch.
Need the full migration guide?
This page covers migration guide for e-commerce teams specifically. For the complete step-by-step migration process:
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