See why brands prefer Gladly over Freshdesk
Gladly is the only customer service platform centered around people that enables brands to deliver radically personal customer service.
Join these Gladly brands who made the switch from Salesforce
Here’s what makes Gladly the #1 Freshdesk alternative
Explore key advantages of Gladly over Freshdesk and why brands choose Gladly.
Ditch the tickets
With Freshdesk, tickets are at the center of the experience and being routed to agents without any customer context. Gladly puts customers at the center of the product.
Match customers based on the best-suited agent.
Personalize service with all the important customer details such as their LTV and order history.
Know their intent without ever needing to ask, "what's your order number?"
One lifelong conversation
Freshdesk ticket-based system assigns separate tickets for each channel, while the Gladly people-centered system puts all communications in one view.
Use a single conversation timeline across all channels.
Reduce agent workload by simply removing duplicate tickets.
Get a complete view of your customer's conversation history.
Ease of use for your team, and lots of savings
Gladly software-based phone system with IVR, conferencing & voice recordings saves cost & delivers simplicity.
Voice, email, text, chat, and more all built-in natively - no need for 3rd-party channels.
IVR, voice recordings, conferencing and everything you'd need - all delivered into the browser.
Simple to deploy and ease of use for your team.
Self-service that’s part of the conversation
Sure, we both support building FAQs and help centers. But Radically personal service means helping customers help themselves as well.
Put the full power of your FAQ on every page on your website or natively in your mobile app.
Seamlessly switch between self-service to start a conversation with a support hero.
Support heroes will have a complete view of the customer's self service history.
Gladly turns customer service cost centers into profit centers
Brands that switch to Gladly are able to save costs, increase agent efficiency, and boost NPS.
Savings up to
from the start
Reduction of
in backlog
Decrease of
in agent workload
The reviews are in
User reviews provided by G2 CrowdFreshdesk
"Our earlier ticketing system required us to purchase additional apps to get the same functionality as Gladly. But with Gladly we got everything we needed out of the box. Now, we have real-time data and easy access to the channels from one platform. It’s seamless."
Nancy Orgill
Customer Support Manager, KÜHL
Why KÜHL chose Gladly
KÜHL faced the challenge of staying true to their independent, premium brand values while scaling their customer service. By partnering with Gladly, they not only maintained their authentic voice but empowered their agents to have genuine, meaningful conversations with customers that drive loyalty and revenue—proving that exceptional service and efficiency can go hand in hand.
Read the full storyGet personalized customer service at scale
Explore the ways Gladly beats Kustomer at building customer loyalty.
No tickets or cases
Know who your customer is within the initial 5 seconds of engagement.
The right agent
Match customers with the best-suited agent to accelerate time-to-resolution.
Generative AI
Scale radically personal service with AI that knows your customers deeply.
Answers everywhere
Leverage one knowledge base to publish standardized information across all channels.
Customer-centric tasks
Keep every interaction tied to the customer under a single communication thread.
Access insights
Understand team performance across agents, channels, and conversations with historic and real-time insights.
See what industry-leading customer service looks like
with Gladly.
