Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
$38
Per Month Per User
Pylon
Score 8.0 out of 10
N/A
Pylon is a support platform built for B2B. Presented as an alternative to Zendesk, Pylon can be used to track customer issues across any channel, automate with AI, and design a support engine.
$70
per month per seat
Pricing
Gladly CX Platform
Pylon
Editions & Modules
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
Starter
$70
per month per seat
Professional
$118
per month per seat
Enterprise
$167
per month per seat
Offerings
Pricing Offerings
Gladly CX Platform
Pylon
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
—
Up to a 33% discount available for annual pricing.
More Pricing Information
Community Pulse
Gladly CX Platform
Pylon
Features
Gladly CX Platform
Pylon
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Gladly CX Platform
8.9
5 Ratings
8% above category average
Pylon
9.2
1 Ratings
12% above category average
Organize and prioritize service tickets
9.35 Ratings
8.01 Ratings
Expert directory
8.03 Ratings
8.01 Ratings
Subscription-based notifications
8.52 Ratings
10.01 Ratings
ITSM collaboration and documentation
8.54 Ratings
9.01 Ratings
Ticket creation and submission
9.34 Ratings
10.01 Ratings
Ticket response
9.74 Ratings
10.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Gladly CX Platform
9.2
4 Ratings
14% above category average
Pylon
10.0
1 Ratings
22% above category average
External knowledge base
9.53 Ratings
10.01 Ratings
Internal knowledge base
9.04 Ratings
10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
I think Pylon is great for startups who are figuring out where they want to interact and how they want to interact with their customers. Pylon is also great for beginner account management in terms of keeping track of comms, usage, tickets, and a bit more. Overall, I think Pylon will scale nicely it just takes a bit of time to configure all (lots) of settings.I don't think Pylon is well-suited for teams who don't know much about support operations. The tool has so many great features an they ship super fast, but the product itself isn't very opinionated and the amount of options sometimes can be overwhelming
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
In my 10+ years in the call center industry this has been by far one of the user friendly platform to use. It has been an easy tool to use and train new hires with that is self explanatory and not complicated at all for a agent level employee. Overall platform is easy to read and navigate.
Overall, the UI is awesome and super intuitive. The features makes sense and everything is customizable to your liking. You don't need to create copies of filters, because the changing of filters on one saved few is THAT easy, which is something we love. Additionally, whenever we go to look for a capability or day dream about something... Pylon usually has it or its in the works. Only reason its not a 10 is that it can be overwhelming that it has everything, but a food problem to have
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.
First of all, the ease of the platform, the way it helps us to make our job faster as they have the customer information on the left of our screenand we have it linked to Shopify. The fact that this program has helped our productivity is amazing, and also, during peak season, it Gladly CX Platform makes the days go faster and easier.
After evaluating both platforms, we chose Pylon for its superior user experience and deeper integration capabilities. Unlike Zendesk's frustrating UI and limited customization options, Pylon offered seamless integration with our existing tools like Salesforce, Linear, and PagerDuty, while allowing our team to stay within familiar Slack interfaces. The multi-channel notification system and AI-powered features like article generation provided the modern support infrastructure we needed, eliminating the complex rules and automations that made Zendesk cumbersome. Pylon's robust analytics and broadcast features also gave us valuable insights into customer engagement, making it the clear choice for streamlining our support workflows while enhancing both team efficiency and customer satisfaction.
