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Compare Gladly and Help Scout 
Featured Products
At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Small-Business (62.3% of reviews)
Entry-Level Pricing
No pricing available
$0.00 5 Users Per Month
Gladly
Star Rating
(1,087)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyHelp Scout
Star Rating
(417)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Gladly excels in providing a seamless customer journey experience, allowing users to view all interactions in one place, regardless of the communication channel. This feature is particularly appreciated for its efficiency, as one user noted that it saves time and reduces the need for additional staff.
- Users say Help Scout is highly effective for small businesses, with its shared inbox feature enabling team collaboration on customer support tickets. Reviewers highlight its user-friendly interface, which makes it easy to track and manage customer queries efficiently.
- Reviewers mention that Gladly's focus on contextual customer interactions enhances the support experience, as it consolidates messages, calls, and social mentions into a single timeline. This integration helps support teams respond more confidently and effectively to customer needs.
- According to verified reviews, Help Scout is praised for its intuitive setup process, making it accessible for teams looking to implement a customer support solution quickly. Users appreciate the straightforward onboarding, which helps them get started without extensive training.
- G2 reviewers highlight that Gladly's advanced features, such as the "Answers" tool, significantly improve response times and reduce repetitive inquiries. This capability allows support agents to provide solutions more effectively, enhancing overall customer satisfaction.
- Users report that while Help Scout offers solid functionality for ticket management, it may not fully meet the needs of larger organizations that require more robust features. Some users feel that Gladly's comprehensive approach to customer engagement better suits mid-market businesses looking for an all-in-one solution.
Pricing
Entry-Level Pricing
Gladly
No pricing availableHelp Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Free Trial
Gladly
No trial information availableHelp Scout
Free Trial is available
Ratings
Meets Requirements
9.3
782
8.7
315
Ease of Use
9.5
788
9.2
319
Ease of Setup
9.3
298
9.2
163
Ease of Admin
9.2
176
9.1
163
Quality of Support
9.4
746
9.1
289
Has the product been a good partner in doing business?
9.6
176
9.1
156
Product Direction (% positive)
9.4
750
8.2
303
Features by Category
Ticket and Case Management
9.2
195
|
Verified
9.2
175
|
Verified
9.2
193
|
Verified
9.2
174
|
Verified
9.3
206
|
Verified
8.6
188
|
Verified
9.2
202
|
Verified
8.6
164
9.1
173
|
Verified
Feature Not Available
9.2
196
|
Verified
8.7
176
|
Verified
9.2
193
|
Verified
8.9
175
|
Verified
9.3
202
|
Verified
8.2
99
Generative AI
8.3
62
5.2
7
8.5
64
6.1
6
Agentic AI - Help Desk
8.3
26
Not enough data
8.2
26
Not enough data
8.4
26
Not enough data
Communication Channels
9.4
208
|
Verified
Feature Not Available
9.5
213
|
Verified
9.2
166
|
Verified
9.5
204
|
Verified
7.7
101
|
Verified
8.9
172
|
Verified
7.7
61
9.1
198
|
Verified
6.8
28
|
Verified
Platform
8.2
140
|
Verified
7.5
39
8.6
252
|
Verified
7.7
90
|
Verified
9.2
155
|
Verified
8.6
104
|
Verified
9.1
154
|
Verified
8.5
78
|
Verified
8.9
152
|
Verified
8.1
144
|
Verified
9.3
153
|
Verified
8.2
151
|
Verified
Channels
Not enough data
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Design
Not enough data
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
9.4
422
Not enough data
9.2
354
Not enough data
9.4
390
Not enough data
9.2
384
Not enough data
9.5
426
Not enough data
Generative AI
8.6
144
Not enough data
Functions
9.0
382
Not enough data
9.1
388
Not enough data
9.1
366
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
342
Not enough data
9.0
374
Not enough data
9.1
366
Not enough data
Agentic AI - Contact Center
7.8
24
Not enough data
8.8
24
Not enough data
8.1
24
Not enough data
8.3
24
Not enough data
Administrative
9.4
393
Not enough data
9.2
344
Not enough data
9.2
380
Not enough data
9.4
381
Not enough data
9.1
346
Not enough data
Conversational Platform
9.0
300
8.3
57
9.3
276
8.5
31
9.1
276
8.7
33
9.3
247
8.4
36
Support Automation
9.0
291
8.4
36
9.1
282
8.8
42
9.0
269
8.4
34
9.0
253
9.0
36
Generative AI
8.7
105
Not enough data
8.8
106
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
8.8
55
Not enough data
8.3
51
Not enough data
8.8
53
Not enough data
Automation
8.6
51
Not enough data
8.8
54
Not enough data
8.7
53
Not enough data
Artificial Intelligence
8.5
54
Not enough data
Feature Not Available
Not enough data
8.5
56
Not enough data
Generative AI
8.6
109
Not enough data
8.8
111
Not enough data
7.7
75
Not enough data
Communication
9.4
326
|
Verified
9.0
29
|
Verified
9.2
353
|
Verified
8.9
30
|
Verified
9.2
296
|
Verified
Feature Not Available
9.3
304
|
Verified
8.2
22
|
Verified
8.7
253
Feature Not Available
Internal Use
8.6
252
|
Verified
7.7
90
|
Verified
9.2
317
|
Verified
8.7
29
|
Verified
8.8
276
|
Verified
7.9
18
|
Verified
9.4
333
|
Verified
9.0
32
|
Verified
9.3
323
|
Verified
9.5
30
|
Verified
9.3
356
|
Verified
8.4
30
|
Verified
Generative AI
8.9
80
Not enough data
Self-Service Experience
9.4
239
8.7
107
9.2
224
8.3
103
8.8
189
Feature Not Available
8.9
195
8.3
26
9.0
216
8.5
29
Self-Service Platform
9.3
209
8.8
28
9.2
221
8.7
31
8.9
211
Feature Not Available
9.2
207
8.7
29
Agentic AI - Customer Self-Service
7.4
16
Not enough data
7.8
16
Not enough data
7.8
16
Not enough data
8.0
16
Not enough data
7.3
16
Not enough data
7.9
16
Not enough data
8.3
16
Not enough data
Generative AI
9.0(won by default)
59
Not enough data
9.1(won by default)
59
Not enough data
Process
9.1(won by default)
177
Not enough data
9.4(won by default)
193
Not enough data
9.4(won by default)
179
Not enough data
Channels
9.7(won by default)
235
Not enough data
9.4(won by default)
187
Not enough data
9.5(won by default)
224
Not enough data
9.3(won by default)
223
Not enough data
9.5(won by default)
225
Not enough data
Insight
9.0(won by default)
195
Not enough data
9.3(won by default)
196
Not enough data
9.3(won by default)
179
Not enough data
9.5(won by default)
180
Not enough data
Generative AI
8.3
43
Not enough data
8.5
44
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.1
13
Not enough data
8.6
12
Not enough data
8.3
12
Not enough data
8.6
14
Not enough data
8.3
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.2
11
Not enough data
8.5
11
Not enough data
8.8
13
Not enough data
Automation
8.7
13
Not enough data
8.2
12
Not enough data
8.2
12
Not enough data
Autonomy
8.3
13
Not enough data
8.6
12
Not enough data
8.2
13
Not enough data
8.5
13
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and Help Scout are categorized as Digital Customer Service Platforms, Conversational Support, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Gladly is categorized as Customer Service Automation, Social Customer Service, Contact Center, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
24.0%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.9%
Computer Software
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
Alternatives
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
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...Read more
Why sometimes the messages are not merged by themself?
2 Comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
What should I look for in a ticketing system?
2 Comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
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