# Gladly vs ServiceNow Customer Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Gladly excels in providing a seamless customer experience by consolidating all customer interactions into a single feed. Users appreciate how this feature allows agents to access complete customer histories, leading to quicker and more personalized support.
- **Users say** that ServiceNow Customer Service Management shines in its ability to centralize customer support operations. Reviewers highlight its effectiveness in managing cases and automating workflows, which enhances communication between support teams and customers.
- **According to verified reviews** , Gladly stands out for its ease of use and setup, with many users praising the intuitive onboarding process. This has been particularly beneficial for businesses that require quick implementation to meet customer demands.
- **Reviewers mention** that while ServiceNow Customer Service Management offers robust features, some users find it challenging to customize the platform to fit their specific workflows. This can lead to a steeper learning curve compared to Gladly's more user-friendly interface.
- **G2 reviewers highlight** that Gladly's focus on omnichannel support, including text and live chat, is a significant advantage for businesses that need to engage customers across multiple platforms. Users have noted that this flexibility enhances customer satisfaction and engagement.
- **Users report** that ServiceNow's Advanced Work Assignment feature is a gamechanger for team efficiency, allowing for better task distribution and management. However, some users recommend sticking to out-of-the-box functionalities to avoid complications, which contrasts with Gladly's more straightforward approach.



| | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,113 | 478 | 
| **Largest Market Segment** | Mid-Market (60.9% of reviews) | Enterprise (53.4% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Gladly

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

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

### ServiceNow Customer Service Management

Pros:
- Ease of Use (34 reviews)
- Features (26 reviews)

Cons:
- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)

---
## Ratings Comparison
| Rating | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
  | **Meets Requirements** | 9.3 (802 reviews) | 8.7 (227 reviews) | 
  | **Ease of Use** | 9.5 (808 reviews) | 8.5 (342 reviews) | 
  | **Ease of Setup** | 9.3 (322 reviews) | 8.0 (207 reviews) | 
  | **Ease of Admin** | 9.2 (177 reviews) | 8.4 (89 reviews) | 
  | **Quality of Support** | 9.4 (765 reviews) | 8.4 (279 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.5 (177 reviews) | 8.5 (91 reviews) | 
  | **Product Direction (% positive)** | 9.4 (770 reviews) | 9.1 (223 reviews) | 

---
## Pricing

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### ServiceNow Customer Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 395 |
| **ServiceNow Customer Service Management** | 8.2/10 | 113 |

#### Ticket and Case Management

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (199 reviews) ✓ Verified | 9.0 (78 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.2 (204 reviews) ✓ Verified | 8.8 (79 reviews) ✓ Verified | 
| **Workflow** | 9.2 (217 reviews) ✓ Verified | 8.8 (82 reviews) ✓ Verified | 
| **Response Automation** | 9.1 (210 reviews) ✓ Verified | 8.4 (70 reviews) | 
| **SLA Management** | 9.1 (176 reviews) ✓ Verified | 8.7 (72 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 9.2 (199 reviews) ✓ Verified | 8.4 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.3 (200 reviews) ✓ Verified | 8.9 (72 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.3 (212 reviews) ✓ Verified | 8.8 (68 reviews) ✓ Verified | 

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 8.3 (65 reviews) | 7.4 (37 reviews) | 
| **AI Text Summarization** | 8.5 (66 reviews) | 7.2 (36 reviews) | 

#### Agentic AI - Help Desk

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (30 reviews) | 7.6 (28 reviews) | 
| **Natural Language Interaction** | 8.3 (29 reviews) | 7.5 (26 reviews) | 
| **Proactive Assistance** | 8.3 (28 reviews) | 7.6 (27 reviews) | 

#### Communication Channels

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Customer Portal** | 9.4 (209 reviews) ✓ Verified | 8.6 (71 reviews) ✓ Verified | 
| **Email to Case** | 9.5 (227 reviews) ✓ Verified | 8.7 (69 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.5 (216 reviews) ✓ Verified | 8.2 (62 reviews) ✓ Verified | 
| **Social Integration** | 9.0 (177 reviews) ✓ Verified | 7.5 (56 reviews) ✓ Verified | 
| **Voice** | 9.1 (206 reviews) ✓ Verified | 7.8 (56 reviews) ✓ Verified | 

#### Platform

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Mobile User Support** | 8.2 (142 reviews) ✓ Verified | 7.5 (61 reviews) ✓ Verified | 
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 8.3 (70 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (156 reviews) ✓ Verified | 8.7 (74 reviews) ✓ Verified | 
| **Integration** | 9.1 (162 reviews) ✓ Verified | 8.5 (72 reviews) ✓ Verified | 
| **Reporting** | 8.7 (162 reviews) ✓ Verified | 8.6 (69 reviews) ✓ Verified | 
| **Dashboards** | 9.2 (159 reviews) ✓ Verified | 8.7 (72 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Administration

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | 
| **Open Listening** | Not enough data | Not enough data | 
| **Physical Media** | Not enough data | Not enough data | 

#### Design

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | 
| **Create Content** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Inbound Identification** | Not enough data | Not enough data | 
| **Regulatory Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Usability

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Quality Assurance

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 467 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Channels

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text-to-Speech** | 8.6 (146 reviews) | Not enough data | 

#### Functions

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **ServiceNow Customer Service Management** | 8.1/10 | 31 |

#### Workforce Management

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.2 (26 reviews) | 
| **Skills Management** | Not enough data | 8.2 (25 reviews) | 
| **Shift Scheduling** | Not enough data | 8.2 (25 reviews) | 
| **Agent Self-Service** | Not enough data | 8.0 (23 reviews) | 
| **Mobile Access** | Not enough data | 7.6 (21 reviews) | 

#### Administration

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Automation** | Not enough data | 8.5 (26 reviews) | 
| **Performance Analysis** | Not enough data | 8.5 (26 reviews) | 
| **Dashboards** | Not enough data | 8.1 (27 reviews) | 
| **Forecasting** | Not enough data | 7.9 (23 reviews) | 
| **Intraday Management** | Not enough data | 8.0 (24 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 348 |
| **ServiceNow Customer Service Management** | 8.6/10 | 11 |

#### Conversational Platform

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Personalization** | 8.9 (301 reviews) | 8.7 (9 reviews) | 
| **Omnichannel** | 9.3 (278 reviews) | 8.8 (7 reviews) | 
| **Contextual Engagement** | 9.1 (276 reviews) | 9.0 (7 reviews) | 
| **Proactive Engagement** | 9.3 (248 reviews) | 8.8 (8 reviews) | 

#### Support Automation

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Intelligent Routing** | 9.0 (291 reviews) | 8.6 (7 reviews) | 
| **Seamless Escalation** | 9.1 (284 reviews) | 9.3 (7 reviews) | 
| **Transcripts** | 9.0 (271 reviews) | 7.9 (7 reviews) | 
| **Self-Serve Support** | 9.0 (255 reviews) | 7.7 (8 reviews) | 

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 8.6 (108 reviews) | 8.6 (6 reviews) | 
| **AI Text Summarization** | 8.8 (108 reviews) | 8.6 (6 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 63 |
| **ServiceNow Customer Service Management** | 8.4/10 | 134 |

#### Customer Support

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Text** | 8.7 (57 reviews) | 8.9 (37 reviews) | 
| **Speech** | 8.4 (53 reviews) | 7.5 (17 reviews) | 
| **Knowledge Base** | 8.8 (54 reviews) | 8.7 (30 reviews) | 

#### Automation

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Ticket Resolution** | 8.6 (53 reviews) | 9.4 (48 reviews) | 
| **Customization** | 8.8 (56 reviews) | 7.4 (60 reviews) | 
| **Intelligent Routing** | 8.8 (55 reviews) | 8.7 (31 reviews) | 

#### Artificial Intelligence

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Learning** | 8.5 (54 reviews) | 8.2 (21 reviews) | 
| **Language** | Feature Not Available | 8.5 (17 reviews) | 
| **Conversational AI** | 8.5 (56 reviews) | 8.0 (27 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 446 |
| **ServiceNow Customer Service Management** | 8.5/10 | 83 |

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 8.6 (111 reviews) | 8.5 (10 reviews) | 
| **AI Text Summarization** | 8.8 (113 reviews) | 8.3 (9 reviews) | 
| **AI Text-to-Speech** | 7.8 (77 reviews) | 8.5 (9 reviews) | 

#### Communication

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Pop-up Chat** | 9.4 (328 reviews) ✓ Verified | 8.3 (26 reviews) ✓ Verified | 
| **Notifications** | 9.2 (355 reviews) ✓ Verified | 8.8 (26 reviews) ✓ Verified | 
| **Targeted Emails** | 9.2 (298 reviews) ✓ Verified | 8.5 (26 reviews) | 
| **In-App Messaging** | 9.3 (306 reviews) ✓ Verified | 8.3 (25 reviews) | 
| **Co-Browsing** | 8.7 (255 reviews) | 8.2 (25 reviews) | 

####  Internal Use

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 8.3 (70 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.2 (319 reviews) ✓ Verified | 8.6 (25 reviews) ✓ Verified | 
| **Lead Development** | 8.8 (278 reviews) ✓ Verified | 8.4 (23 reviews) | 
| **Knowledge Base** | 9.4 (335 reviews) ✓ Verified | 8.9 (27 reviews) | 
| **Team Inbox ** | 9.3 (325 reviews) ✓ Verified | 8.5 (26 reviews) ✓ Verified | 
| **Customer Profiles** | 9.3 (358 reviews) ✓ Verified | 8.5 (25 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 279 |
| **ServiceNow Customer Service Management** | 7.6/10 | 60 |

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Summarization** | 8.9 (82 reviews) | 7.2 (23 reviews) | 

#### Self-Service Experience

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Knowledge Base** | 9.4 (241 reviews) | 8.1 (50 reviews) | 
| **Searchable Articles** | 9.2 (226 reviews) | 8.0 (45 reviews) | 
| **Community Forums** | 8.8 (191 reviews) | 7.6 (44 reviews) | 
| **Mobile Optimization** | 9.0 (197 reviews) | 6.7 (42 reviews) | 
| **Personalization** | 9.0 (218 reviews) | 8.0 (46 reviews) | 

#### Self-Service Platform

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Branding** | 9.3 (212 reviews) | 8.2 (47 reviews) | 
| **Automation** | 9.2 (223 reviews) | 8.1 (46 reviews) | 
| **Artificial Intelligence** | 8.9 (213 reviews) | 7.7 (44 reviews) | 
| **Integrations** | 9.2 (210 reviews) | 8.2 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (19 reviews) | 6.9 (18 reviews) | 
| **Multi-step Planning** | 8.1 (19 reviews) | 7.3 (17 reviews) | 
| **Cross-system Integration** | 8.2 (19 reviews) | 7.5 (17 reviews) | 
| **Adaptive Learning** | 8.0 (19 reviews) | 7.3 (17 reviews) | 
| **Natural Language Interaction** | 7.6 (19 reviews) | 7.7 (18 reviews) | 
| **Proactive Assistance** | 8.2 (19 reviews) | 7.5 (17 reviews) | 
| **Decision Making** | 8.5 (19 reviews) | 7.3 (17 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.3/10 | 253 |
| **ServiceNow Customer Service Management** | 7.8/10 | 12 |

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 9.0 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 9.0 (61 reviews) | Not enough data | 

#### Process

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Mentions** | 9.1 (179 reviews) | Feature Not Available | 
| **Tickets** | 9.4 (195 reviews) | 9.3 (9 reviews) | 
| **Macros** | 9.4 (181 reviews) | 7.2 (6 reviews) | 

#### Channels

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Email** | 9.7 (237 reviews) | 9.3 (7 reviews) | 
| **Social** | 9.3 (189 reviews) | 7.8 (6 reviews) | 
| **Live Chat** | 9.5 (226 reviews) | 7.5 (6 reviews) | 
| **Phone** | 9.3 (225 reviews) | 7.2 (6 reviews) | 
| **Text** | 9.5 (227 reviews) | 7.6 (7 reviews) | 

#### Insight

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Surveys** | 9.0 (197 reviews) | 7.1 (7 reviews) | 
| **Reporting** | 9.3 (198 reviews) | 6.7 (7 reviews) | 
| **Visitor Activity** | 9.3 (181 reviews) | 7.9 (7 reviews) | 
| **Help Desk** | 9.5 (182 reviews) | 8.3 (8 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.5/10 | 47 |
| **ServiceNow Customer Service Management** | 7.6/10 | 8 |

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | 8.4 (45 reviews) | 7.7 (8 reviews) | 
| **AI Text Summarization** | 8.5 (46 reviews) | 7.4 (7 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Generative AI

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.4/10 | 17 |
| **ServiceNow Customer Service Management** | N/A | N/A |

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

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | 
|---|---|---|
| **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 | ServiceNow Customer Service Management | 
|---|---|---|
| **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 |
| **ServiceNow Customer Service Management** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **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 (8):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Gladly (1):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to ServiceNow Customer Service Management (6):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Gladly | ServiceNow Customer Service Management | 
|---|---|---|
| **Small-Business** | 22.3% | 12.3% | 
| **Mid-Market** | 60.9% | 34.3% | 
| **Enterprise** | 16.9% | 53.4% | 

### By Industry

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.5%
- **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%

#### ServiceNow Customer Service Management

- **Information Technology and Services:** 33.6%
- **Telecommunications:** 5.0%
- **Financial Services:** 4.7%
- **Computer Software:** 4.2%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.1%
- **Computer & Network Security:** 3.1%
- **Banking:** 2.8%
- **Retail:** 2.8%
- **Consumer Services:** 2.8%
- **Other:** 34.4%

---
## 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 (7357 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (564 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 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 (2536 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2500 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)

### Alternatives to ServiceNow Customer Service Management

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7780 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3887 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 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"

### ServiceNow Customer Service Management

- Title: [Is service now a CRM tool?](https://www.g2.com/discussions/is-service-now-a-crm-tool) — 2 comments
  > **Top comment:** "No, it is not. It is much more than that. Its Customer Service Management application (which is one feature among many many others) is the equivalent to a CRM."
- Title: [What is ServiceNow Customer Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management-used-for) — 1 comment
  > **Top comment:** "The answer is hidden in your question, Customer Service Management. It can manage all king of services like changes, incidents, service requests etc. "
- Title: [What is ServiceNow service management?](https://www.g2.com/discussions/what-is-servicenow-service-management) — 1 comment
  > **Top comment:** "Its one stop solution for handling your customer enquiries and making a smooth communication with them"
- Title: [What is ServiceNow customer service management?](https://www.g2.com/discussions/what-is-servicenow-customer-service-management) — 1 comment
  > **Top comment:** "It is one solution for all your customer queries "

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gladly-vs-servicenow-customer-service-management)