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At a Glance
Market Segments
Mid-Market (61.3% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Gladly
Star Rating
(1,083)4.7 out of 5
Market Segments
Mid-Market (61.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlySalesforce Service Cloud
Star Rating
(7,167)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Gladly excels in ease of use, scoring 9.5 compared to Salesforce Service Cloud's 8.4. Reviewers mention that Gladly's intuitive interface allows for quicker onboarding and a smoother user experience, making it a preferred choice for teams looking to minimize training time.
- Reviewers mention that Gladly's quality of support is notably higher, with a score of 9.4 versus Salesforce Service Cloud's 8.3. Users on G2 highlight Gladly's responsive customer service and proactive assistance, which they find essential for maintaining operational efficiency.
- Users say that Gladly outperforms Salesforce Service Cloud in ticket creation user experience, scoring 9.2 compared to 8.5. Reviewers appreciate Gladly's streamlined ticketing process, which they find less cumbersome and more user-friendly, enhancing overall productivity.
- G2 users report that Gladly's automation features, scoring 9.2, significantly improve workflow efficiency compared to Salesforce Service Cloud's 8.6. Reviewers mention that Gladly's automation capabilities allow for better task management and reduced manual intervention, which is crucial for high-volume support environments.
- Users on G2 highlight Gladly's superior integration capabilities, scoring 9.1 against Salesforce Service Cloud's 8.3. Reviewers mention that Gladly seamlessly connects with various third-party applications, enhancing its functionality and making it easier to adapt to existing workflows.
- Reviewers mention that Gladly's reporting and dashboards, scoring 9.3, provide more actionable insights compared to Salesforce Service Cloud's 8.2. Users report that Gladly's analytics tools are more intuitive and visually appealing, allowing for better data interpretation and decision-making.
Pricing
Entry-Level Pricing
Gladly
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Gladly
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
9.3
781
8.6
2,754
Ease of Use
9.5
787
8.4
5,329
Ease of Setup
9.3
297
7.9
4,088
Ease of Admin
9.2
175
8.2
1,524
Quality of Support
9.4
745
8.3
2,535
Has the product been a good partner in doing business?
9.6
175
8.7
1,505
Product Direction (% positive)
9.4
750
8.2
2,715
Features by Category
Ticket and Case Management
9.3
196
|
Verified
8.5
1201
|
Verified
9.2
194
|
Verified
8.4
1199
|
Verified
9.3
207
|
Verified
8.3
1228
|
Verified
9.2
203
|
Verified
8.3
1151
|
Verified
9.1
174
|
Verified
8.1
977
9.2
197
|
Verified
7.9
1165
|
Verified
9.2
194
|
Verified
8.3
1147
|
Verified
9.3
203
|
Verified
8.5
1025
|
Verified
Generative AI
8.3
63
7.6
175
8.5
65
7.6
174
Agentic AI - Help Desk
8.3
27
8.0
50
8.2
27
8.2
52
8.5
27
8.1
52
Communication Channels
9.4
209
|
Verified
8.4
1018
|
Verified
9.4
214
|
Verified
8.6
1202
|
Verified
9.5
204
|
Verified
8.1
843
8.9
173
|
Verified
8.0
803
|
Verified
9.1
199
|
Verified
8.0
763
Platform
8.2
140
|
Verified
7.8
552
|
Verified
8.6
252
|
Verified
8.3
816
|
Verified
9.2
155
|
Verified
8.6
691
|
Verified
9.1
154
|
Verified
8.3
608
|
Verified
8.9
152
|
Verified
8.2
1143
|
Verified
9.3
153
|
Verified
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Administration
Not enough data
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Knowledge Management
Not enough data
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Compliance
Not enough data
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Customer Support
Not enough data
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
Not enough data
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Administration
Not enough data
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Generative AI
Not enough data
7.5
147
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
Not enough data
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Engagement
Not enough data
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Performance
Not enough data
8.6
66
Not enough data
8.8
66
Generative AI
Not enough data
7.7
57
Not enough data
7.9
58
Channels
9.4
423
7.4
274
9.2
355
7.3
268
9.4
391
7.9
272
9.2
385
7.3
265
9.5
427
8.7
279
Generative AI
8.6
145
7.0
216
Functions
9.0
383
7.9
268
9.1
389
8.0
265
9.1
367
7.6
257
Feature Not Available
7.2
253
Feature Not Available
7.2
255
9.0
343
7.2
258
9.0
375
7.7
258
9.1
367
8.0
257
Agentic AI - Contact Center
7.9
25
9.0
5
8.9
25
9.3
5
8.1
25
8.3
5
8.2
25
9.0
5
Administrative
9.4
394
7.9
254
9.2
345
8.5
259
9.2
381
8.5
257
9.4
382
7.7
246
9.1
347
7.6
251
Workforce Management
Not enough data
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Administration
Not enough data
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Conversational Platform
9.0
301
8.5
101
9.3
277
8.6
99
9.1
277
8.0
98
9.3
248
8.2
101
Support Automation
9.0
292
8.1
99
9.1
283
8.1
98
9.0
270
8.0
99
9.0
254
7.9
96
Generative AI
8.7
106
7.4
94
8.8
107
7.4
93
Customer Support
8.8
56
8.3
142
8.4
52
7.9
137
8.8
54
8.2
137
Automation
8.6
52
8.2
140
8.8
55
8.2
141
8.7
54
8.1
140
Artificial Intelligence
8.5
55
7.6
135
Feature Not Available
7.6
135
8.5
57
7.3
132
Generative AI
8.6
109
7.7
107
8.8
111
7.7
106
7.7
75
7.7
107
Communication
9.4
326
|
Verified
8.5
309
|
Verified
9.2
352
|
Verified
8.6
328
|
Verified
9.2
296
|
Verified
8.4
274
|
Verified
9.3
304
|
Verified
8.5
276
|
Verified
8.7
253
7.8
159
Internal Use
8.6
252
|
Verified
8.3
816
|
Verified
9.2
317
|
Verified
8.3
295
|
Verified
8.8
276
|
Verified
8.5
287
|
Verified
9.4
333
|
Verified
8.4
317
|
Verified
9.3
323
|
Verified
8.5
288
|
Verified
9.3
356
|
Verified
8.7
321
|
Verified
Generative AI
8.9
81
7.2
126
Self-Service Experience
9.4
240
8.6
591
9.2
225
8.3
578
8.8
190
8.3
527
9.0
196
7.9
213
9.0
217
8.4
223
Self-Service Platform
9.3
210
8.4
222
9.2
222
8.6
227
8.9
212
7.6
198
9.2
208
8.5
214
Agentic AI - Customer Self-Service
7.5
17
8.3
6
7.8
17
8.3
6
7.8
17
8.3
6
8.1
17
8.6
6
7.4
17
8.3
6
8.0
17
8.9
6
8.4
17
8.6
6
Generative AI
9.0(won by 1.1)
60
7.9
52
9.0(won by 1.1)
60
7.9
52
Process
9.1(won by 0.5)
178
8.6
242
9.4(won by 0.8)
194
8.6
262
9.4(won by 1.1)
180
8.3
223
Channels
9.7(won by 0.9)
236
8.8
271
9.4(won by 1.0)
188
8.4
246
9.5(won by 1.0)
225
8.5
229
9.3(won by 0.7)
224
8.6
230
9.5(won by 0.9)
226
8.6
212
Insight
9.0(won by 0.4)
196
8.6
228
9.3(won by 0.5)
197
8.8
263
9.3(won by 0.8)
180
8.5
202
9.5(won by 0.8)
181
8.7
250
Generative AI
8.3
44
8.0
79
8.5
45
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
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
8.5
13
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
12
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 Salesforce Service Cloud are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Contact Center, and Customer Self-Service
Unique Categories
Gladly is categorized as AI Customer Support Agents
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Customer Success, Contact Center Workforce, and Enterprise Feedback Management
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
24.1%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.8%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
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
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
2 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
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