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Compare Gladly and Twilio Flex 
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At a Glance
Market Segments
Mid-Market (61.3% of reviews)
Small-Business (34.6% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Gladly
Star Rating
(1,081)4.7 out of 5
Market Segments
Mid-Market (61.3% of reviews)
Entry-Level Pricing
No pricing available
Learn more about GladlyTwilio Flex
Star Rating
(34)4.1 out of 5
Market Segments
Small-Business (34.6% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Twilio FlexSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Gladly excels in ticket creation user experience with a score of 9.4, while Twilio Flex falls short with a score of 8.4. Reviewers mention that Gladly's interface is intuitive and user-friendly, making it easier for agents to manage tickets efficiently.
- Reviewers mention that Gladly's quality of support is rated at 9.4, significantly higher than Twilio Flex's 8.3. Users on G2 appreciate Gladly's responsive customer service and helpful resources, which enhance their overall experience.
- G2 users highlight Gladly's superior ease of use, scoring 9.5 compared to Twilio Flex's 8.3. Users say that Gladly's straightforward setup and navigation allow teams to get up and running quickly without extensive training.
- Users report that Gladly offers better automation features, particularly in response automation, with a score of 9.3, while Twilio Flex's automation capabilities are rated lower. Reviewers mention that Gladly's automation tools streamline workflows and improve response times.
- Reviewers mention that Gladly's omnichannel capabilities are robust, scoring 9.3, while Twilio Flex's score of 8.5 indicates room for improvement. Users appreciate Gladly's seamless integration across various communication channels, enhancing customer engagement.
- Users on G2 report that Gladly's ticket collaboration features are rated at 9.3, which is higher than Twilio Flex's offerings. Reviewers say that Gladly's collaboration tools facilitate teamwork and improve resolution times, making it a preferred choice for customer support teams.
Pricing
Entry-Level Pricing
Gladly
No pricing availableTwilio Flex
No pricing availableFree Trial
Gladly
No trial information availableTwilio Flex
No trial information availableRatings
Meets Requirements
9.3
780
8.3
25
Ease of Use
9.5
786
8.2
25
Ease of Setup
9.3
296
7.2
9
Ease of Admin
9.2
176
7.5
8
Quality of Support
9.4
744
8.2
23
Has the product been a good partner in doing business?
9.6
176
8.6
7
Product Direction (% positive)
9.4
749
7.1
24
Features by Category
Ticket and Case Management
9.3
196
|
Verified
Not enough data
9.2
194
|
Verified
Not enough data
9.3
207
|
Verified
Not enough data
9.2
203
|
Verified
Not enough data
9.1
174
|
Verified
Not enough data
9.2
197
|
Verified
Not enough data
9.3
194
|
Verified
Not enough data
9.3
203
|
Verified
Not enough data
Generative AI
8.3
63
Not enough data
8.5
65
Not enough data
Agentic AI - Help Desk
8.4
27
Not enough data
8.3
27
Not enough data
8.5
27
Not enough data
Communication Channels
9.4
209
|
Verified
Not enough data
9.5
214
|
Verified
Not enough data
9.5
204
|
Verified
Not enough data
8.9
173
|
Verified
Not enough data
9.1
199
|
Verified
Not enough data
Platform
8.2
141
|
Verified
Not enough data
8.6
253
|
Verified
Not enough data
9.2
156
|
Verified
Not enough data
9.1
154
|
Verified
Not enough data
8.9
153
|
Verified
Not enough data
9.3
154
|
Verified
Not enough data
Channels
9.4
423
Not enough data
9.2
355
Not enough data
9.4
391
7.7
5
|
Verified
9.2
385
Not enough data
9.5
427
Not enough data
Generative AI
8.6
145
Not enough data
Functions
9.0
383
8.3
16
|
Verified
9.1
389
8.2
17
|
Verified
9.1
367
8.6
14
|
Verified
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
343
Not enough data
9.0
375
7.3
5
9.1
366
Not enough data
Agentic AI - Contact Center
7.9
25
Not enough data
8.9
25
Not enough data
8.2
25
Not enough data
8.3
25
Not enough data
Administrative
9.4
394
8.2
15
|
Verified
9.2
345
8.6
11
|
Verified
9.2
381
8.1
16
|
Verified
9.4
382
Not enough data
9.1
347
6.0
5
|
Verified
Conversational Platform
9.0
300
Not enough data
9.3
276
Not enough data
9.1
275
Not enough data
9.3
247
Not enough data
Support Automation
9.0
291
Not enough data
9.1
282
Not enough data
9.0
269
Not enough data
9.0
253
Not enough data
Generative AI
8.7
105
Not enough data
8.8
106
Not enough data
Platform
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
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
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
8.7
110
Not enough data
8.8
112
Not enough data
7.8
76
Not enough data
Communication
9.4
327
|
Verified
Not enough data
9.2
353
|
Verified
Not enough data
9.2
297
|
Verified
Not enough data
9.3
305
|
Verified
Not enough data
8.7
254
Not enough data
Internal Use
8.6
253
|
Verified
Not enough data
9.2
318
|
Verified
Not enough data
8.8
277
|
Verified
Not enough data
9.4
334
|
Verified
Not enough data
9.3
324
|
Verified
Not enough data
9.3
357
|
Verified
Not enough data
Generative AI
8.9
80
Not enough data
Self-Service Experience
9.4
239
Not enough data
9.2
224
Not enough data
8.8
189
Not enough data
8.9
195
Not enough data
9.0
216
Not enough data
Self-Service Platform
9.3
209
Not enough data
9.2
221
Not enough data
8.9
211
Not enough data
9.2
207
Not enough data
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)
60
Not enough data
9.1(won by default)
60
Not enough data
Process
9.1(won by default)
178
Not enough data
9.4(won by default)
194
Not enough data
9.4(won by default)
180
Not enough data
Channels
9.7(won by default)
236
Not enough data
9.4(won by default)
188
Not enough data
9.5(won by default)
225
Not enough data
9.3(won by default)
224
Not enough data
9.5(won by default)
226
Not enough data
Insight
9.0(won by default)
196
Not enough data
9.3(won by default)
197
Not enough data
9.3(won by default)
180
Not enough data
9.5(won by default)
181
Not enough data
Generative AI
8.3
43
Not enough data
8.5
44
Not enough data
Platform Basics - VoIP Providers
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
Basic Communication
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
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Advanced Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Features
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
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 Twilio Flex are categorized as Contact Center
Unique Categories
Gladly is categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Twilio Flex
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
8.0%
Consumer Goods
6.4%
Other
36.7%
Insurance
19.2%
Information Technology and Services
19.2%
Transportation/Trucking/Railroad
7.7%
Consumer Services
7.7%
Computer Software
7.7%
Other
38.5%
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
Twilio Flex has no discussions with answers
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