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
Zoho Desk
Score 8.1 out of 10
N/A
Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
$9
per month per user
Pricing
Gladly CX Platform
Zoho Desk
Editions & Modules
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
Free
$0
Express
$9
per month per user
Standard
$20
per month per user
Professional
$35
per month per user
Enterprise
$50
per month per user
Offerings
Pricing Offerings
Gladly CX Platform
Zoho Desk
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
Optional
Required
Additional Details
—
A discount is offered for yearly billing.
More Pricing Information
Community Pulse
Gladly CX Platform
Zoho Desk
Features
Gladly CX Platform
Zoho Desk
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
Zoho Desk
8.5
5 Ratings
3% above category average
Organize and prioritize service tickets
9.35 Ratings
8.95 Ratings
Expert directory
8.03 Ratings
7.34 Ratings
Subscription-based notifications
8.52 Ratings
7.34 Ratings
ITSM collaboration and documentation
8.54 Ratings
10.01 Ratings
Ticket creation and submission
9.34 Ratings
8.75 Ratings
Ticket response
9.74 Ratings
8.75 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Gladly CX Platform
9.3
4 Ratings
15% above category average
Zoho Desk
9.3
5 Ratings
15% above category average
External knowledge base
9.53 Ratings
9.35 Ratings
Internal knowledge base
9.04 Ratings
9.35 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.
Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.
The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
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.
I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!
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.
As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office
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.
We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.
Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.
