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Zendesk Suite vs Gladly Comparison
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Overview
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...
Gladly is a cloud-based customer service platform that helps agents to track client communication occurring on multiple channels...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
Starting from
49
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
150
/user
Per year
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.
Pros
The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years.
Love how easy it is to help the customer in all forms of communication, everything being in one 🏼 place is beyond helpful. Not having to click through tabs is a life saver.
I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.
Cons
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.
Cons
I dislike when you are trying to merge a call you have to press the hang-up button then it gives you the option to merge.
Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.
Looking at a white screen all day is hard on the eyes.
Key features
- Total features184
- API
- Account Alerts
- Account Management
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Audit Trail
- Auto-Responders
- Automated Routing
- Automatic Call Distribution
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Cataloging/Categorization
- Change Management
- Chat/Messaging
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Community Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IT Asset Management
- IVR/Voice Recognition
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Release Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Text Analysis
- Text Editing
- Text to Speech
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- Web-based Deployment
- Website Visitor Tracking
- Widgets
- Win/Loss Analysis
- Workflow Configuration
- Workflow Management
- Total features81
- API
- Account Alerts
- Account Management
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Audit Trail
- Auto-Responders
- Automated Routing
- Automatic Call Distribution
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Cataloging/Categorization
- Change Management
- Chat/Messaging
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Community Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IT Asset Management
- IVR/Voice Recognition
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Release Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Text Analysis
- Text Editing
- Text to Speech
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- Web-based Deployment
- Website Visitor Tracking
- Widgets
- Win/Loss Analysis
- Workflow Configuration
- Workflow Management
Integrations
- Total integrations1109
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations28
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
User reviews that mention these apps
KT
Kt T.
Retail, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
Abysmal
Pros
This is a great choice if you can’t afford something like gladly and that it is your only other choice. Customer service support is nonexistent. The software constantly is glitchy and doesn’t work.
Cons
Probably the customer service support which is condescending when it does get back to you and then runs you around for weeks until it winds up blaming you for something that their software did. While the whole time never giving you any solution
JB
Jao B.
Retail, 501-1,000 employees
Used daily for 6-12 months
Review source
Share this review:
Overall very good compared to using Zendesk. This is better than Zendesk and makes the reps jobs easier and faster. You are on the right track but if you could fast track into incorporating some great features of Zendesk into your solid product- I think you would get more Zendesk clients
Pros
Having all members interaction in 1 thread is heaven sent! no need to find previous tickets/conversations of the member which will eat up precious time
Cons
for chat- one cannot tell if the member left the chat already. If this was available then one can send the idle spiels or a follow up email rather than waiting. quickly pasting screenshots in the chat box or SMS box or email rather than just attaching would make your product way better. These 2 features are what I miss the most in Zendesk
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