What users are saying about

ClickDesk vs Gladly

ClickDesk
8 Ratings
Gladly
2 Ratings

ClickDesk

8 Ratings
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Score 6.7 out of 100

Based on 8 reviews and ratings

Gladly

2 Ratings
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Score 8.5 out of 100

Based on 2 reviews and ratings

Likelihood to Recommend

ClickDesk

It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.

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Anonymous | TrustRadius Reviewer
Verified User
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Gladly

Gladly is a true Omnichannel solution. Where other products promote this capability, Gladly delivers on it. All channels are supported on the same screen with the same UI. Gladly truly puts the customer at the center of the conversation. With Gladly you can stop switching between applications to support your customers and start delivering world-class support your customers deserve.

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Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
View all 1 answers on this topic

Feature Rating Comparison

Incident and problem management

ClickDesk
—
Gladly
10.0
Organize and prioritize service tickets
ClickDesk
—
Gladly
10.0
Expert directory
ClickDesk
—
Gladly
10.0
ITSM collaboration and documentation
ClickDesk
—
Gladly
10.0

Self Help Community

ClickDesk
—
Gladly
10.0
External knowledge base
ClickDesk
—
Gladly
10.0
Internal knowledge base
ClickDesk
—
Gladly
10.0

Multi-Channel Help

ClickDesk
—
Gladly
10.0
IVR
ClickDesk
—
Gladly
10.0
Social integration
ClickDesk
—
Gladly
10.0
Email support
ClickDesk
—
Gladly
10.0
Help Desk CRM integration
ClickDesk
—
Gladly
10.0

Pros

ClickDesk

  • They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
  • They also have a simple ticking system along with live chat, it's not huge but it does work.
  • Easy to implement with well known knowledgeable and CMS.

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Akram Hasan Sharkar | TrustRadius Reviewer
Akram Hasan Sharkar
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Gladly

  • Easy to use interface. Supporting customers is as easy as texting a friend.
  • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
  • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.

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Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
View all 1 answers on this topic

Cons

ClickDesk

  • Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
  • More information about users. Real time page visiting histories (more advanced way).
  • Customers can review the agent's profile information (public profile).

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Sazzad Hossain Sharkar | TrustRadius Reviewer
Sazzad Hossain Sharkar
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Gladly

  • Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update.

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Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
View all 1 answers on this topic

Support Rating

ClickDesk

No score
No answers yet
No answers on this topic

Gladly

Gladly 10.0
Based on 1 answer
Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.

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Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
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Alternatives Considered

ClickDesk

ClickDesk was good at what it did, but it doesn't have the holistic approach that Teams does. With Teams, you can not only chat and make calls, you can host webinars. You can see when people have read your messages to see if they are ignoring you or not. Screen sharing is a breeze and is easy to presentations with the audience. People can virtually raise their hands when they have a question. Also, it [is] easy to conduct polls from the audience in Teams.

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Anonymous | TrustRadius Reviewer
Verified User
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Gladly

Gladly truly delivers what other vendors promote:
  • True Omnichannel support.
  • Easy to use UI.
  • Robust reporting.
  • Full SaaS solution.
  • Built-in knowledgebase.
  • Simple implementation.
  • Great support team.
  • True business partnership.
  • Full 360 views of your customer.
  • Reduced ramp time for agents.
It truly is the future of Customer Support software. True game changer.

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Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
View all 1 answers on this topic

Return on Investment

ClickDesk

  • We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
  • It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.

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Anonymous | TrustRadius Reviewer
Verified User
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Gladly

  • We have seen our backlog of both emails and calls reduce significantly since implementing Gladly.
  • We have been able to scale up our support without adding additional agents based on the efficiencies we have gained using Gladly.
  • Customer satisfaction scores have increased based on faster response times, consistent solutions and cross channel awareness.

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Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
View all 1 answers on this topic

Pricing Details

ClickDesk

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

ClickDesk Editions & Modules

—
Additional Pricing Details
—

Gladly

General

Free Trial
—
Free/Freemium Version
—
Premium Consulting/Integration Services
—
Entry-level set up fee?
No

Gladly Editions & Modules

Edition
Task Based$38.001
Customer Facing$150.001
  1. Per Month Per User
Additional Pricing Details
—

Rating Summary

Likelihood to Recommend

ClickDesk
8.0
Gladly
10.0

Support Rating

ClickDesk
—
Gladly
10.0

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