7 Best Gladly Alternatives & Competitors

Gladly is a customer service platform that businesses use to better manage their customer service operations. But it has a few drawbacks that might be inconvenient.

First, Gladly’s reporting isn’t very straightforward, and pulling basic stats can be time-consuming.

Also, some users find that setting up Gladly and customizing it is more complicated than they expected. So, you must be ready to put in more effort to get everything up and running smoothly.

Below, I’ll review 7 Gladly alternatives that offer smoother reporting, simpler setup processes, and many other features to ensure a seamless customer service experience.

1. Freshdesk

Best for: customer support teams and small businesses

Pricing: Free – $95/agent/mo

Freshdesk is a customer service software that provides companies with tools for managing customer queries and support tickets across various channels.

Features

• Customizable chat widget
• Chat routing
• Pre-qualification questions
• Live translate
• Proactive messaging
• Sentiment analysis
• Automated greetings
• Contextual triggers
• File sharing
• Self-service portals
• Knowledge base
• Email-to-ticket conversion
• Collaboration tools for teams

Freshdesk vs. Gladly

Criteria	Freshdesk	Gladly
Best For	Customer support teams and small businesses	Sales, customer support teams, and eCommerce brands
Standout Feature	Email-to-ticket conversion	Channel-specific reporting
Pricing	Free – $95/agent/mo	$180/mo – $210/mo

Conclusion

Freshdesk has a sentiment analysis feature that evaluates the tone and intention behind customer messages to prioritize tickets.

By recognizing the urgency based on sentiment, agents can then address critical issues first, ensuring that customers in need of immediate attention receive timely support.

Start your free trial of Freshdesk

Try Freshdesk for free

2. Gorgias

Best for: Ecommerce businesses and customer service teams

Pricing: $10/mo – $900/mo

Gorgias is a cloud-based customer service platform designed for eCommerce brands, enabling them to manage all their customer support and communication channels from a single interface.

Features

• Chat widget
• Canned responses
• Auto-reply options
• Advanced behavioral triggers
• Dynamic wait times
• Facebook, Instagram & WhatsApp integrations
• Customer support ticketing system
• Knowledge base management
• Customer satisfaction surveys
• Live statistics
• Retarget shoppers based on past purchases
• Advanced customization

Gorgias vs. Gladly

Criteria	Gorgias	Gladly
Best For	eCommerce businesses and customer service teams	Sales, customer support teams, and eCommerce brands
Standout Feature	Facebook, Instagram, and WhatsApp integrations	Channel-specific reporting
Pricing	$10/mo – $900/mo	$180/mo – $210/mo

Conclusion

Gorgias helps eCommerce brands by providing automatic replies to common questions, keeping customers informed about their order status and shipping details, and even suggesting products they might like.

By bringing all customer interactions together on one platform, it makes managing support much simpler.

Get started with Gorgias for free

Try Gorgias for free

3. LiveChat

Best for: customer support teams and software/IT companies

Pricing: $20/user/mo – $59/user/mo

LiveChat is a customer service platform that offers businesses a way to communicate with their customers in real-time through various channels, including Instagram, Facebook, and WhatsApp Business.

Features

• Customizable chat widget
• Canned responses
• Private comments in a chat
• In-chat voice, video & screen-sharing
• Chat transcripts
• Chat archives
• Pre-chat & post-chat surveys
• Chat reports

LiveChat vs. Gladly

Criteria	LiveChat	Gladly
Best For	Customer support teams and software/IT companies	Sales, customer support teams, and eCommerce brands
Standout Feature	In-chat voice, video, and screen-sharing	Channel-specific reporting
Pricing	$20/user/mo – $59/user/mo	$180/mo – $210/mo

Conclusion

LiveChat stands out as a solid tool because it tackles customer service from a multichannel perspective.

Imagine having all your customer conversations, be it through website chat, Facebook messages, or WhatsApp, flow into one central hub.

Sign up to LiveChat for free today!

Try LiveChat for free

4. Zendesk

Best for: eCommerce businesses, IT help desks, sales teams, and customer support teams

Pricing: $20/user/mo – $59/user/mo

Zendesk is a cloud-based customer service platform that equips businesses with a comprehensive suite of tools to manage customer interactions.

Features

• Custom chat widget
• Pre-chat forms
• Proactive messages
• Chat queue management
• Agent collision detection
• Sentiment analysis
• Chat automation
• Offline messages
• Chat transfer between agents
• Proactive chat messages
• Chat routing
• Visitor tracking
• Advanced reporting
• Extensive integrations

Zendesk vs. Gladly

Criteria	Zendesk	Gladly
Best For	eCommerce businesses, IT help desks, sales teams, and customer support teams	Sales, customer support teams, and eCommerce brands
Standout Feature	Agent collision detection	Channel-specific reporting
Pricing	$20/user/mo – $59/user/mo	$180/mo – $210/mo

Conclusion

I’d say that Zendesk’s popularity boils down to two things: being feature-rich and scalable. It offers more than just chat functionality, including pre-chat surveys, chat queue management, and advanced routing for efficient communication.

Plus, Zendesk integrates with its entire customer service platform, allowing businesses to manage all support channels (like ticketing and social media) in one place.

5. Front

Best for: small businesses and customer success teams

Pricing: $29/mo – $79/mo

Front is a customer operations platform designed that allows teams to manage communications and provide customer service at scale.

Features

• Customizable chat widget
• Team collaboration features
• Workflow automation
• Pre-chat forms
• Customer satisfaction surveys
• Message transfer based on keywords
• Multiple knowledge bases
• End user identification
• Self-serve tools
• In-thread comments
• Collision detection
• Conversation guests
• File uploads
• Message routing

Front vs. Gladly

Criteria	Front	Gladly
Best For	Small businesses and customer success teams	Sales, customer support teams, and eCommerce brands
Standout Feature	Collision detection to avoid duplicate replies	Channel-specific reporting
Pricing	$29/mo – $79/mo	$180/mo – $210/mo

Conclusion

What I like about Front is its robust collaboration features, notably shared inboxes that consolidate communication channels for seamless team management, and internal discussions that foster behind-the-scenes collaboration.

6. Smartsupp

Best for: customer support teams, lead generation specialists, and eCommerce businesses

Pricing: Free – $60/mo

Smartsupp is a solution designed to help businesses improve their online customer service and sales. It combines features like live chat, chatbots, and visitor recordings in one platform.

Features

• Custom chat widget
• Chatbot builder
• Offline contact forms
• Automatic messages
• Visitor session recordings
• Video chat & screen sharing
• Smart automation rules
• Self-serve help center
• Advanced visitor details
• Customer satisfaction rating
• File sharing
• Unified inbox
• Chatbot templates
• Contact tagging

Smartsupp vs. Gladly

Criteria	Smartsupp	Gladly
Best For	Customer support teams, lead generation specialists, and eCommerce businesses	Sales, customer support teams, and eCommerce brands
Standout Feature	Visitor session recordings	Channel-specific reporting
Pricing	Free – $60/mo	$180/mo – $210/mo

Conclusion

What I like about Smartsupp is that it really goes beyond basic live chat by offering features like visitor recordings and a unified inbox for managing conversations across platforms.

This allows businesses to not only answer questions in real-time but also gain insights into visitor behavior.

Try Smartsupp for free today!

Try Smartsupp for free

7. Tidio

Best for: small businesses, eCommerce companies, and marketing agencies

Pricing: Free – $499/mo

Tidio is a live chat software integrated with chatbots, designed to help businesses connect with their customers in real-time on their website or via messaging platforms.

Features

• Live chat
• Customizable chat widgets
• Automated messaging
• Conversation history
• Real-time visitor monitoring
• Chat transcripts
• Disable widget for specific subpages
• Fallback mechanism
• Operating hours settings
• Customer satisfaction measuring
• Visual chat builder
• Chatbot templates

Tidio vs. Gladly

Criteria	Tidio	Gladly
Best For	Small businesses, eCommerce brands, and marketing agencies	Sales, customer support teams, and eCommerce brands
Standout Feature	Real-time visitor monitoring	Channel-specific reporting
Pricing	Free – $499/mo	$180/mo – $210/mo

Conclusion

Tidio is an affordable Gladly alternative, being 6x less expensive. With its live chat feature, it helps different teams improve customer satisfaction by letting them talk instantly and cutting down on wait times.

Get started with Tidio for free today!

Try Tidio for free

Which Gladly alternative should I use?

For eCommerce brands and support teams looking for a robust customer service platform equipped with features like agent collision detection, chat transfers between agents, and advanced visitor tracking, Freshdesk is an ideal option.

If your priority is integrating live chat from platforms such as Facebook, Instagram, and WhatsApp, along with benefits like a ticketing system for customer support, Gorgias is an excellent alternative.

A quick recap of Gladly alternatives:

1. Freshdesk
2. Gorgias
3. LiveChat
4. Zendesk
5. Front
6. Smartsupp
7. Tidio