Join these popular B2C brands switching to Gladly.
Here’s what makes Gladly the #1 Freshdesk alternative
Explore key advantages of Gladly over Freshdesk and why brands choose Gladly.
Ditch the tickets
With Freshdesk, tickets are at the center of the experience and being routed to agents without any customer context. Gladly puts customers at the center of the product.
Match customers based on the best-suited agent.
Personalize service with all the important customer details such as their LTV and order history.
Know their intent without ever needing to ask, "what's your order number?"
One lifelong conversation
Freshdesk ticket-based system assigns separate tickets for each channel, while the Gladly people-centered system puts all communications in one view.
Use a single conversation timeline across all channels.
Reduce agent workload by simply removing duplicate tickets.
Get a complete view of your customer's conversation history.
Ease of use for your team, and lots of savings
Gladly software-based phone system with IVR, conferencing & voice recordings saves cost & delivers simplicity.
Voice, email, text, chat, and more all built-in natively - no need for 3rd-party channels.
IVR, voice recordings, conferencing and everything you'd need - all delivered into the browser.
Simple to deploy and ease of use for your team.
Self-service that’s part of the conversation
Sure, we both support building FAQs and help centers. But Radically personal service means helping customers help themselves as well.
Put the full power of your FAQ on every page on your website or natively in your mobile app.
Seamlessly switch between self-service to start a conversation with a support hero.
Support heroes will have a complete view of the customer's self service history.
Gladly turns customer service cost centers into profit centers
Brands that switch to Gladly are able to save costs, increase agent efficiency, and boost NPS.
Savings up to
from the start
Reduction of
in backlog
Decrease of
in agent workload
The reviews are in
User reviews provided by G2 Crowd
 |
Freshdesk |
|
Star Rating |
 |
![](https://www.gladly.com/wp-content/themes/gladly/images/star-half-grey.svg") |
Ease-of-use |
9.5 |
8.8 |
Quality of support |
9.4 |
8.8 |
Ease of setup |
9.3 |
8.2 |
Integrations |
9.5 |
8.3 |
Customer profiles |
9.5 |
8.6 |
|
||
Star Rating |
|
|
Ease-of-use |
9.5 |
|
Quality of support |
9.4 |
|
Ease of setup |
9.3 |
|
Integrations |
9.5 |
|
Customer profiles |
9.5 |
|
Freshdesk | |
Star Rating |
|
Ease-of-use |
8.8 |
Quality of support |
8.8 |
Ease of setup |
8.2 |
Integrations |
8.3 |
Customer profiles |
8.6 |
Gladly helps us develop more meaningful relationships with our customers. For a brand that stands for individuality, that is the most valuable service a partner can provide.
Why JOANN Chose Gladly
JOANN wants to inspire everyone to find their Happy Place with great products, presentation, and service. However, their customer service outside of stores was lacking. They partnered with Gladly to create a responsive, omnichannel solution that supports multiple communication channels, self-service, a consolidated consumer profile, and a single knowledge base.
Customer service as you’ve never seen it before
Explore all the ways Gladly is better than Freshdesk.
No tickets or cases
Know who your customer is within the first 5 seconds, agents can provide service that keeps them coming back for life.
A single conversation
See a customer's entire conversation history in a single view, no matter what channel they come from.
The right agent
Match customers with the best-suited agent to accelerate time-to-resolution.
Answers everywhere
Leverage one knowledge base to publish standardized information across all channels.
Actionable insights
Understand team performance across agents, channels, and conversations with historic and real-time insights.
Customer-centric tasks
Keep every interaction tied to the customer under a single communication thread.
