See why brands prefer Gladly over Freshdesk

Gladly is the only customer service platform centered around people that enables brands to deliver radically personal customer service.

First, tell us a bit about yourself.

Join these Gladly brands who made the switch from Freshdesk

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.

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Match customers based on the best-suited agent.

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Personalize service with all the important customer details such as their LTV and order history.

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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.

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Use a single conversation timeline across all channels.

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Reduce agent workload by simply removing duplicate tickets.

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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.

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Voice, email, text, chat, and more all built-in natively - no need for 3rd-party channels.

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IVR, voice recordings, conferencing and everything you'd need - all delivered into the browser.

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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.

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Put the full power of your FAQ on every page on your website or natively in your mobile app.

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Seamlessly switch between self-service to start a conversation with a support hero.

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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

50%

from the start

Reduction of

93%

in backlog

Decrease of

20%

in agent workload

The reviews are in


User reviews provided by G2 Crowd

Star Rating

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.

Drew Chamberlain
Director of Store Operations and Customer Experience
JOANN

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.

Read the full story

Customer service as you’ve never seen it before

Explore all the ways Gladly is better than Freshdesk.

See Gladly in action

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.

See Gladly in action

See what industry-leading customer service looks like with Gladly.

Get a demo