ClickDesk vs Gladly | TrustRadius

What users are saying about

Score 6.9 out of 10

Based on 13 reviews and ratings

Score 9.7 out of 10

Based on 3 reviews and ratings

Feature Set Ratings

Incident and problem management

ClickDesk

Feature Set Not Supported

N/A

8.0

Gladly

80%

Gladly ranks higher in 5/5 features

Organize and prioritize service tickets

N/A

0 Ratings

5.1

51%

2 Ratings

Expert directory

N/A

0 Ratings

10.0

100%

1 Rating

ITSM collaboration and documentation

N/A

0 Ratings

10.0

100%

2 Ratings

Ticket creation and submission

N/A

0 Ratings

10.0

100%

1 Rating

Ticket response

N/A

0 Ratings

5.0

50%

1 Rating

Self Help Community

ClickDesk

Feature Set Not Supported

N/A

10.0

Gladly

100%

Gladly ranks higher in 2/2 features

External knowledge base

N/A

0 Ratings

10.0

100%

1 Rating

Internal knowledge base

N/A

0 Ratings

10.0

100%

1 Rating

Multi-Channel Help

ClickDesk

Feature Set Not Supported

N/A

10.0

Gladly

100%

Gladly ranks higher in 4/4 features

IVR

N/A

0 Ratings

10.0

100%

2 Ratings

Social integration

N/A

0 Ratings

10.0

100%

2 Ratings

Email support

N/A

0 Ratings

10.0

100%

2 Ratings

Help Desk CRM integration

N/A

0 Ratings

10.0

100%

2 Ratings

Attribute Ratings

Gladly is rated higher in 1 area: Likelihood to Recommend

ClickDesk

58%

6 Ratings

10.0

Gladly

100%

2 Ratings

ClickDesk

N/A

0 Ratings

10.0

Gladly

100%

1 Rating

ClickDesk

N/A

0 Ratings

10.0

Gladly

100%

2 Ratings

Pros

ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.

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Paul Christophle

SQL Developer/Data Analyst

CoopRetail, 10,001+ employees

View all 6 answers on this topic

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

Director of Operations and Customer Experience

JOANN StoresRetail, 10,001+ employees

View all 2 answers on this topic

Cons

We believe ClickDesk has questionable business practices... be careful
ClickDesk charged us for services we did not use
It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.

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Verified User

General Manager in Customer Service

Sporting Goods Company, 11-50 employees

View all 6 answers on this topic

Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
The inbox could notify you better of completed tasks and keep better track of your history in your own account.

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Fallon Penrod

Independent Contractor

Rothy’s/NexRepApparel & Fashion, 51-200 employees

View all 2 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$16.99 per month

ClickDesk Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

$38 Per Month Per User

Gladly Editions & Modules

Edition

Task Based	$38.00¹
Customer Facing	$150.00¹

Per Month Per User

Additional Pricing Details

—

Likelihood to Renew

No score

No answers yet

No answers on this topic

Gladly 10.0

Based on 1 answer

Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction

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Fallon Penrod

Independent Contractor

Rothy’s/NexRepApparel & Fashion, 51-200 employees

View all 1 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

Gladly 10.0

Based on 2 answers

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

Director of Operations and Customer Experience

JOANN StoresRetail, 10,001+ employees

View all 2 answers on this topic

Alternatives Considered

As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.

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Akram Hasan Sharkar

CEO / Volunteer

Akhaura Info FoundationNon-Profit Organization Management, 11-50 employees

View all 6 answers on this topic

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

Director of Operations and Customer Experience

JOANN StoresRetail, 10,001+ employees

View all 2 answers on this topic

Return on Investment

Overall pricing is high
We can handle our customer's 24-hour basis with multiple agent accounts
It makes easier our business productivity

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Sazzad Hossain Sharkar

Chief Operating Officer (C.O.O.)

Akhaura Info FoundationEducation Management, 11-50 employees

View all 6 answers on this topic

It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
Gladly allows you to view what other representatives are doing and if they are busy or available for questions.

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Fallon Penrod

Independent Contractor

Rothy’s/NexRepApparel & Fashion, 51-200 employees

View all 2 answers on this topic

ClickDesk

Gladly

ClickDesk

Gladly

Organize and prioritize service tickets

Expert directory

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

ClickDesk

Gladly

External knowledge base

Internal knowledge base

ClickDesk

Gladly

IVR

Social integration

Email support

Help Desk CRM integration

ClickDesk

Gladly

ClickDesk

Gladly

ClickDesk

Gladly

Likelihood to Recommend

ClickDesk

Gladly

Pros

ClickDesk

Gladly

Cons

ClickDesk

Gladly

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

ClickDesk Editions & Modules

Additional Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Gladly Editions & Modules

Edition

Additional Pricing Details

Likelihood to Renew

ClickDesk

Gladly

Support Rating

ClickDesk

Gladly

Alternatives Considered

ClickDesk

Gladly

Return on Investment

ClickDesk

Gladly

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