Last Updated: April 2024
As businesses increasingly recognize the importance of providing exceptional customer support, they are on the lookout for robust helpdesk software that can meet their needs. While Gladly has gained popularity for its customer-centric approach, it may not be the best fit for every business.
So, it’s important to explore the latest Gladly alternatives and competitors that have been tried and tested, to find the best solution for your business. In this article, we will dive into seven of the best Gladly alternatives, highlighting their unique features, pricing, and customer support capabilities to help you make an informed decision.
Seven Best Gladly Alternatives
1. Saufter
Rating:⭐5/5
Saufter is an exceptional option for Gladly, particularly for e-commerce businesses. This particular helpdesk solution is designed to simplify customer service operations by allowing you to manage them all in one place.
What sets it apart is it offers essential eCommerce automation and workflow management features. Other notable features of Saufter include centralized inbox, automated returns center, automated agent training, and the collection of UGC.
Check the list of Saufter key features below:
Key Features
- Omnichannel integration: A centralized inbox that organizes customer interactions, including email, chat, social media, and more.
- Self-service portal: Enables customers to find answers to their queries or solve problems on their own.
- View entire customer history: Support representatives can easily access a customer’s full history from a centralized location.
- Live chat with a knowledge base: Integrated solutions from a collection of articles and FAQs to customer queries over chat.
- Custom automation: Build workflows for login issues, reset passwords, plan upgrades, and more for SaaS companies.
- Smart reports and insights: Updates on agents’ performance, most common issues, widely-used self-service options, and more.
Pricing
Saufter offers flexible pricing that is specially tailor-made for your business needs.
2. Zendesk Support Suite
Key Features
- Ticketing system: An integrated system that creates tickets from email, tweets, Facebook wall posts, and more channels.
- Help center: A customizable knowledge base enabling customers to find helpful information in over 40 languages.
- Zendesk storage: Store Zendesk data, files, and third-party data within the Zendesk open platform.
- Answer bot: Instant answers via email, ticket form, live chat, messaging, Slack, API, and/or SDK.
- Integrations: Tap into 1000+ pre-built apps and integrations without any code or connect your own.
- Reporting & analytics: Provides pre-designed and custom reports with key customer service metrics.
Pricing
- Free trial
- Foundational support only – starting at $19/month
- Suite Team – $49/agent per month
- Suite Growth – $79/agent per month
- Suite Professional – $99/agent per month
3. Zoho Desk
Rating: ⭐4.4/5
Zoho Desk developers claim it can minimize operational disruptions, as it deploys 50% faster than its competitors. Plus, they help you retain your customers through cost-effective solutions.
The software had won various awards and recognitions from G2, Gartner, and Crozdesk. It has also earned the trust of more than 100,000 businesses across the globe to enhance their customer service.
Key Features
- Customer support channels: Email, live chat, phone, messaging channels, social media, and more are integrated together.
- Analytic dashboard: View all channel traffic, tickets and agents data, customer happiness rating, and more on one window.
- Ticket management: Ticket assigning, routing, tagging, responses, tracking, quick ticket view, work modes, and more.
- Automation & process management: Set up Macros, workflow rules, SLAs, auto-time tracking, etc to streamline process flow.
- Helpdesk customization: Customizable email and ticket templates, custom fields, and other re-branding options are available.
- Data security: GDPR complaint. Plus, you can control roles and permissions for additional security reasons.
- Support: The support team is available to assist you through email, phone, and chat.
Pricing
- Free plan
- Zoho Desk Express – $5.13/user per month
- Standard – $15.88/user per month
- Professional – $25.66/user per month
- Enterprise – $39.10/user per month
4. Freshdesk
Rating: ⭐4.4/5
“Scale support experiences without scaling costs”. This is the tagline of Freshdesk. Available in 17 international languages, it offers cloud-based customer support solutions for new, growing, and enterprise-level businesses.
Key Features
- Ticketing system: Convert messages into tickets across channels. Automize categorization, prioritizing, and routing.
- Self-service: Fully customizable knowledge base articles in 42 languages.
- Freddy: An agent assist AI that builds self-serve modules and maps them to relevant teams.
- Integrations: Get access to 1000+ apps with the Freshworks marketplace.
- Analytics & reports: Default and custom reports on agent performance, helpdesk metrics, CSAT scores, and more.
- User support: Avail of 24/5 phone support and 24/7 email support.
Pricing
- Free – $0
- Growth – $12.19/agent per month
- Pro – $43.93/agent per month
- Enterprise – $69.57/agent per month
5. Intercom
Rating: ⭐4.5/5
Both Gladly and Intercom provide you with various helpdesk tools to streamline your customer conversations on multiple digital service platforms. But as per reviewing sites, Intercom is more popular among small businesses than Gladly.
Key Features
- Team inboxes: Manage multi-channel conversations from a single collaborative inbox empowered with AI GPT tools.
- Channels supported: Email, live chat, SMS, WhatsApp, Facebook, and Instagram.
- Help center: Create multilingual public and private knowledge bases with custom branding, domain, and insights.
- Chatbots: Design code-free conversational bots that instantly resolve common customer questions.
- Engagement & adoption: Engage customers via emails, push notifications, mobile carousels, banner messages, and news.
- Website conversion: Live chat incorporated with AI tools to capture leads and drive sales.
- A/B testing: Test your messages to fine-tune them for effective results.
- Enterprise-grade security: Advanced permissions from HIPAA, AICPA SOC, GDPR, CSA, and ISO.
- Support: Avail of onboarding, training webinars, email, and chat support.
Pricing
- Startup plan – Starting from $65/month
- Starter – Starting from $74/month with a 14-day free trial
- Pro – Custom pricing
- Premium – Custom pricing
Plus, customizable add-ons like product tours, Whatsapp messaging services, and customer feedback surveys are available for an additional charge.
6. Salesforce Service Cloud
Rating: ⭐4.2/5
If you are looking for a tool to personalize support across contact centers and self-service, then try Salesforce Service Cloud. It helps you achieve your goal with a combination of in-built AI, CRM tools, and real-time data.
“The Salesforce Customer Success Metrics Survey 2022 shows a 26% decrease in support volume per customer, across channels with this software.”
Key Features
- Channels: Connect with your customer across phone, web, chat, and email.
- Einstein GPT: Generative AI platform for Salesforce clouds creates personalized content, and boosts agent productivity.
- Self-service help center: Empower customers to seek answers independently, thereby deflecting cases.
- Case management productivity tools: Omnichannel routing, knowledge base, Einstein recommendations, case milestone tracker, etc.
- Field service solutions: Optimize field service for agility, safety, and efficiency to provide timely support.
- Team collaboration: File sharing is enabled through Chatter, Salesforce mobile app, Swarming, and Slack.
Pricing
- Starter – $25/user per month
- Professional – $75/user per month
- Enterprise – $150/user per month
- Unlimited – $300/user per month
7. Front
Rating: ⭐4.7/5
Manage all inbound conversations, streamline team collaboration, and track and improve personalized customer experiences with Front. Join the 8000+ customers who chose Front for service.
Key Features
- Channels: Consolidate all incoming email, social media, SMS, voice, and other channel messages in one place.
- Automated routing: Set workflow rules to automatically assign messages based on keywords, expertise, and workload.
- Team collaboration: Internally comment on customer messages for collaboration without revealing them to clients.
- Unified view: Integrates with 3rd party platforms, allowing agents to access customer history and account info.
- Insights: Birds-eye view on individual or team performance, SLA breaches, response times, CSAT, and more.
Pricing
- Starter – $19/seat per month
- Growth – $59/seat per month
- Scale – $99/seat per month
- Premier – $229/seat per month
Make The Right Choice
Don’t settle for anything less than the best. With these top-rated Gladly alternatives and competitors, you can elevate your customer support and take your business to the next level.
Except for Front, rest all the apps offer a free trial period or free plan, unlike Gladly. So we strongly recommend you first try whichever software you want to choose.
Saufter, particularly, lets you try its full features free for 15 days. It does not even ask for any credit card information when you sign up. In that way, it’s a safe bet.
