# Gladly vs Help Scout Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Help Scout excels in providing a user-friendly interface, making it easy to navigate between different tabs. Users appreciate its ability to manage multiple inboxes in one place, which is particularly beneficial for teams handling various email queries and help documents.
- **Users say** that Gladly stands out for its seamless integration with existing setups, allowing for a smoother transition when adopting new customer service software. Reviewers highlight its ability to document interactions effectively, which enhances follow-up capabilities and overall customer service quality.
- **According to verified reviews** , Help Scout's range of features, including pre-baked automations and saved replies, is praised for enhancing team support setups. Users find these tools particularly useful for managing chat and email communications efficiently.
- **Reviewers mention** that Gladly's unique approach to grouping customer interactions by person rather than case number significantly improves the user experience. This feature allows agents to track customer histories more effectively, which is crucial for providing personalized service.
- **G2 reviewers highlight** that while Help Scout is appreciated for its simplicity and ease of use, some users feel it may lack advanced features compared to Gladly. This can be a consideration for teams looking for more robust capabilities in their customer service software.
- **Users report** that Gladly's focus on premium service and comprehensive tools makes it a strong choice for mid-market businesses. Its ability to handle various communication channels, including social media and email, is particularly noted as a significant advantage over Help Scout.



| | Gladly | Help Scout | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,112 | 428 | 
| **Largest Market Segment** | Mid-Market (60.8% of reviews) | Small-Business (62.0% of reviews) | 
| **Entry Level Price** | No pricing available | $0.00 5 Users Per Month | 

---
## Top Pros & Cons

### Gladly

Pros:
- Ease of Use (191 reviews)
- Helpful (135 reviews)

Cons:
- Missing Features (40 reviews)
- Complexity (31 reviews)

### Help Scout

Pros:
- Ease of Use (14 reviews)
- Features (11 reviews)

Cons:
- Lack of Features (8 reviews)
- Limited Features (7 reviews)

---
## Ratings Comparison
| Rating | Gladly | Help Scout | 
|---|---|---|
  | **Meets Requirements** | 9.3 (801 reviews) | 8.7 (325 reviews) | 
  | **Ease of Use** | 9.5 (807 reviews) | 9.2 (329 reviews) | 
  | **Ease of Setup** | 9.3 (321 reviews) | 9.2 (171 reviews) | 
  | **Ease of Admin** | 9.2 (177 reviews) | 9.1 (167 reviews) | 
  | **Quality of Support** | 9.4 (764 reviews) | 9.0 (299 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.5 (177 reviews) | 9.1 (161 reviews) | 
  | **Product Direction (% positive)** | 9.4 (769 reviews) | 8.1 (313 reviews) | 

---
## Pricing

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Help Scout

#### Entry-Level Pricing

Plan: Free

Price: $0.00 5 Users Per Month

Description: Limited to 100 contacts per month and 5 users.

Key Features:
- Up to 5 users
- 1 Inbox
- 10 Saved replies

[Browse all 5 editions](https://www.g2.com/products/help-scout/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 395 |
| **Help Scout** | 8.1/10 | 222 |

#### Ticket and Case Management

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (199 reviews) ✓ Verified | 9.2 (177 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.2 (204 reviews) ✓ Verified | 9.2 (179 reviews) ✓ Verified | 
| **Workflow** | 9.2 (217 reviews) ✓ Verified | 8.6 (195 reviews) ✓ Verified | 
| **Response Automation** | 9.1 (210 reviews) ✓ Verified | 8.6 (167 reviews) | 
| **SLA Management** | 9.1 (176 reviews) ✓ Verified | Feature Not Available | 
| **Attachments/Screencasts** | 9.2 (199 reviews) ✓ Verified | 8.6 (178 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.3 (200 reviews) ✓ Verified | 8.9 (182 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.3 (212 reviews) ✓ Verified | 8.2 (100 reviews) | 

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | 8.3 (65 reviews) | 5.8 (8 reviews) | 
| **AI Text Summarization** | 8.5 (66 reviews) | 6.1 (6 reviews) | 

#### Agentic AI - Help Desk

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (30 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (29 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (28 reviews) | Not enough data | 

#### Communication Channels

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Customer Portal** | 9.4 (209 reviews) ✓ Verified | Feature Not Available | 
| **Email to Case** | 9.5 (227 reviews) ✓ Verified | 9.2 (172 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.5 (216 reviews) ✓ Verified | 7.8 (106 reviews) ✓ Verified | 
| **Social Integration** | 9.0 (177 reviews) ✓ Verified | 7.7 (61 reviews) | 
| **Voice** | 9.1 (205 reviews) ✓ Verified | 7.0 (29 reviews) ✓ Verified | 

#### Platform

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Mobile User Support** | 8.2 (142 reviews) ✓ Verified | 7.5 (39 reviews) | 
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 7.7 (93 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (156 reviews) ✓ Verified | 8.6 (104 reviews) ✓ Verified | 
| **Integration** | 9.1 (162 reviews) ✓ Verified | 8.5 (82 reviews) ✓ Verified | 
| **Reporting** | 8.7 (161 reviews) ✓ Verified | 8.1 (149 reviews) ✓ Verified | 
| **Dashboards** | 9.2 (159 reviews) ✓ Verified | 8.2 (152 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Help Scout** | 8.7/10 | 16 |

#### Channels

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 9.7 (11 reviews) | 
| **Open Listening** | Not enough data | 8.6 (7 reviews) | 
| **Physical Media** | Not enough data | 8.1 (6 reviews) | 

#### Design

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 7.7 (8 reviews) | 
| **Create Content** | Not enough data | 8.8 (7 reviews) | 
| **Personalization** | Not enough data | 8.5 (11 reviews) | 
| **Inbound Identification** | Not enough data | 9.1 (11 reviews) | 
| **Regulatory Compliance** | Not enough data | 9.3 (10 reviews) | 

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Help Scout** | 8.9/10 | 66 |

#### Productivity Tools

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Notes** | Not enough data | 9.4 (59 reviews) | 
| **Internal Discussion** | Not enough data | 9.0 (56 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.9 (52 reviews) | 
| **Workflows** | Not enough data | 9.0 (52 reviews) | 
| **Templates** | Not enough data | 9.1 (53 reviews) | 
| **Integrations** | Not enough data | 8.5 (47 reviews) | 
| **Tagging System** | Not enough data | 9.2 (59 reviews) | 

#### Analytics

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Trends** | Not enough data | 8.3 (39 reviews) | 
| **Performance Tracking** | Not enough data | 8.5 (50 reviews) | 
| **Email Tracking** | Not enough data | Feature Not Available | 

#### Agentic AI - Shared Inbox

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 468 |
| **Help Scout** | N/A | N/A |

#### Channels

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Voice** | 9.4 (424 reviews) | Not enough data | 
| **Social** | 9.2 (356 reviews) | Not enough data | 
| **Web Chat** | 9.4 (391 reviews) | Not enough data | 
| **Mobile SMS** | 9.2 (386 reviews) | Not enough data | 
| **Email** | 9.5 (427 reviews) | Not enough data | 

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text-to-Speech** | 8.6 (146 reviews) | Not enough data | 

#### Functions

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Session Routing** | 9.0 (383 reviews) | Not enough data | 
| **Session Queuing** | 9.1 (389 reviews) | Not enough data | 
| **Concurrent Calling** | 9.1 (368 reviews) | Not enough data | 
| **Speech Analytics** | Feature Not Available | Not enough data | 
| **Auto Dialer** | Feature Not Available | Not enough data | 
| **IVR** | 9.0 (344 reviews) | Not enough data | 
| **Inbound Screen Pop** | 9.0 (376 reviews) | Not enough data | 
| **Persistent Data** | 9.1 (366 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (26 reviews) | Not enough data | 
| **Cross-system Integration** | 8.8 (26 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (26 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (26 reviews) | Not enough data | 

#### Administrative

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Session Summary Notes** | 9.4 (394 reviews) | Not enough data | 
| **Administrator Access** | 9.2 (344 reviews) | Not enough data | 
| **Reporting & Dashboards** | 9.1 (379 reviews) | Not enough data | 
| **Session Recording** | 9.4 (382 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 9.1 (346 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 348 |
| **Help Scout** | 8.6/10 | 70 |

#### Conversational Platform

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Personalization** | 8.9 (301 reviews) | 8.3 (57 reviews) | 
| **Omnichannel** | 9.3 (278 reviews) | 8.5 (31 reviews) | 
| **Contextual Engagement** | 9.1 (276 reviews) | 8.7 (33 reviews) | 
| **Proactive Engagement** | 9.3 (248 reviews) | 8.4 (36 reviews) | 

#### Support Automation

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Intelligent Routing** | 9.0 (291 reviews) | 8.4 (36 reviews) | 
| **Seamless Escalation** | 9.1 (284 reviews) | 8.8 (42 reviews) | 
| **Transcripts** | 9.0 (271 reviews) | 8.4 (34 reviews) | 
| **Self-Serve Support** | 9.0 (255 reviews) | 9.0 (36 reviews) | 

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | 8.6 (108 reviews) | Not enough data | 
| **AI Text Summarization** | 8.8 (108 reviews) | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Sorting & Filtering

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | 
| **Tags** | Not enough data | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | 

#### Integrations

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | 

#### Time Management

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Snooze** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Email Management

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 63 |
| **Help Scout** | N/A | N/A |

#### Customer Support

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Text** | 8.7 (57 reviews) | Not enough data | 
| **Speech** | 8.4 (53 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (54 reviews) | Not enough data | 

#### Automation

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Ticket Resolution** | 8.6 (53 reviews) | Not enough data | 
| **Customization** | 8.8 (56 reviews) | Not enough data | 
| **Intelligent Routing** | 8.8 (55 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Learning** | 8.5 (54 reviews) | Not enough data | 
| **Language** | Feature Not Available | Not enough data | 
| **Conversational AI** | 8.5 (56 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 447 |
| **Help Scout** | 8.5/10 | 135 |

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | 8.6 (111 reviews) | Not enough data | 
| **AI Text Summarization** | 8.8 (113 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (77 reviews) | Not enough data | 

#### Communication

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Pop-up Chat** | 9.4 (328 reviews) ✓ Verified | 8.9 (30 reviews) ✓ Verified | 
| **Notifications** | 9.2 (355 reviews) ✓ Verified | 8.9 (32 reviews) ✓ Verified | 
| **Targeted Emails** | 9.2 (298 reviews) ✓ Verified | Feature Not Available | 
| **In-App Messaging** | 9.3 (306 reviews) ✓ Verified | 8.2 (22 reviews) ✓ Verified | 
| **Co-Browsing** | 8.7 (255 reviews) | Feature Not Available | 

####  Internal Use

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 7.7 (93 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.2 (319 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **Lead Development** | 8.8 (278 reviews) ✓ Verified | 7.9 (18 reviews) ✓ Verified | 
| **Knowledge Base** | 9.4 (335 reviews) ✓ Verified | 9.1 (35 reviews) ✓ Verified | 
| **Team Inbox ** | 9.3 (325 reviews) ✓ Verified | 9.5 (33 reviews) ✓ Verified | 
| **Customer Profiles** | 9.3 (358 reviews) ✓ Verified | 8.4 (30 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 279 |
| **Help Scout** | 8.6/10 | 128 |

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Summarization** | 8.9 (82 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Knowledge Base** | 9.4 (241 reviews) | 8.7 (108 reviews) | 
| **Searchable Articles** | 9.2 (226 reviews) | 8.3 (103 reviews) | 
| **Community Forums** | 8.8 (191 reviews) | Feature Not Available | 
| **Mobile Optimization** | 9.0 (197 reviews) | 8.3 (26 reviews) | 
| **Personalization** | 9.0 (218 reviews) | 8.5 (29 reviews) | 

#### Self-Service Platform

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Branding** | 9.3 (212 reviews) | 8.8 (28 reviews) | 
| **Automation** | 9.2 (223 reviews) | 8.7 (32 reviews) | 
| **Artificial Intelligence** | 8.9 (213 reviews) | Feature Not Available | 
| **Integrations** | 9.2 (210 reviews) | 8.7 (29 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (19 reviews) | Not enough data | 
| **Multi-step Planning** | 8.1 (19 reviews) | Not enough data | 
| **Cross-system Integration** | 8.2 (19 reviews) | Not enough data | 
| **Adaptive Learning** | 8.0 (19 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 8.2 (19 reviews) | Not enough data | 
| **Decision Making** | 8.5 (19 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.3/10 | 254 |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | 9.0 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 9.0 (61 reviews) | Not enough data | 

#### Process

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Mentions** | 9.1 (179 reviews) | Not enough data | 
| **Tickets** | 9.4 (195 reviews) | Not enough data | 
| **Macros** | 9.4 (181 reviews) | Not enough data | 

#### Channels

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Email** | 9.7 (237 reviews) | Not enough data | 
| **Social** | 9.3 (189 reviews) | Not enough data | 
| **Live Chat** | 9.5 (226 reviews) | Not enough data | 
| **Phone** | 9.3 (225 reviews) | Not enough data | 
| **Text** | 9.5 (227 reviews) | Not enough data | 

#### Insight

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Surveys** | 9.0 (197 reviews) | Not enough data | 
| **Reporting** | 9.3 (198 reviews) | Not enough data | 
| **Visitor Activity** | 9.3 (181 reviews) | Not enough data | 
| **Help Desk** | 9.5 (182 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.5/10 | 47 |
| **Help Scout** | N/A | N/A |

#### Generative AI

| Feature | Gladly | Help Scout | 
|---|---|---|
| **AI Text Generation** | 8.4 (45 reviews) | Not enough data | 
| **AI Text Summarization** | 8.5 (46 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.4/10 | 17 |
| **Help Scout** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Automated Ticket Resolution** | 8.1 (15 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (14 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.6 (14 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (16 reviews) | Not enough data | 
| **Multilingual Support** | 8.3 (14 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Proactive Customer Outreach** | 8.2 (14 reviews) | Not enough data | 
| **Feedback Collection** | 7.7 (13 reviews) | Not enough data | 
| **Escalation Handling** | 8.6 (13 reviews) | Not enough data | 
| **Workflow Optimization** | 8.9 (15 reviews) | Not enough data | 

#### Automation

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Customer Interaction Automation** | 8.9 (15 reviews) | Not enough data | 
| **Feedback Collection** | 8.0 (14 reviews) | Not enough data | 
| **Document Processing** | 7.3 (14 reviews) | Not enough data | 

#### Autonomy

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Independent Decision Making** | 8.4 (15 reviews) | Not enough data | 
| **Adaptive Responses** | 8.8 (14 reviews) | Not enough data | 
| **Task Execution** | 8.3 (15 reviews) | Not enough data | 
| **Problem Solving** | 8.6 (15 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Help Scout** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Gladly | Help Scout | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Gladly (4):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Help Scout (3):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Email Management Software](https://www.g2.com/categories/email-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Gladly | Help Scout | 
|---|---|---|
| **Small-Business** | 22.3% | 62.0% | 
| **Mid-Market** | 60.8% | 33.7% | 
| **Enterprise** | 16.9% | 4.4% | 

### By Industry

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.4%
- **Health, Wellness and Fitness:** 4.3%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

#### Help Scout

- **Computer Software:** 21.2%
- **Information Technology and Services:** 9.9%
- **Internet:** 7.5%
- **Marketing and Advertising:** 4.3%
- **Financial Services:** 4.1%
- **Retail:** 4.1%
- **Consumer Services:** 3.8%
- **Real Estate:** 3.6%
- **Hospital & Health Care:** 3.4%
- **Health, Wellness and Fitness:** 2.4%
- **Other:** 35.8%

---
## Alternatives

### Alternatives to Gladly

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7344 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (561 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (556 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2506 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2483 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1552 reviews)

### Alternatives to Help Scout

- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2483 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7679 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

---
## Top Discussions

### Gladly

- Title: [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) — 2 comments
  > **Top comment:** "Communicating with our clientele"
- Title: [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) — 2 comments, 1 upvote
  > **Top comment:** "The ease of use with customers
"
- Title: [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) — 2 comments, 1 upvote
  > **Top comment:** "Hi Jerick. Having a "training"  (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training..."
- Title: [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) — 2 comments, 1 upvote
  > **Top comment:** "Hi Katheryn, 

Thank you for your note. We will be in touch with you shortly to connect on this. 

Sincerely,
Gladly"
- Title: [Can we get some more Gladly swag? Hoodie? Lol](https://www.g2.com/discussions/30344-can-we-get-some-more-gladly-swag-hoodie-lol) — 2 comments
  > **Top comment:** "Hey John - Thank you for your awesome review. We'll see what we can do! :)

- Team Gladly"

### Help Scout

- Title: [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) — 2 comments
  > **Top comment:** "What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.

I..."
- Title: [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) — 2 comments, 1 upvote
  > **Top comment:** "I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded)."
- Title: [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) — 1 comment
  > **Top comment:** "No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to..."
- Title: [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) — 1 comment
  > **Top comment:** "Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report..."
- Title: [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) — 1 comment, 1 upvote
  > **Top comment:** "Hey RolynnAnne,

I'm Anthony, a member of Help Scout's support team. We have an existing integration (included in all of our plans) with Aircall that..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gladly-vs-help-scout)