TrustRadius

Gladly CX Platform vs. OnSite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Gladly CX Platform
Score 8.0 out of 10
N/A
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
OnSite
Score 10.0 out of 10
N/A
OnSite offers a suite of tools to provide customer support capabilities to ecommerce sellers on Amazon.N/A
Pricing
Gladly CX PlatformOnSite
Editions & Modules
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
No answers on this topic
Offerings
Pricing Offerings
Gladly CX PlatformOnSite
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptional$399 one-time fee
Additional Details——
More Pricing Information
Community Pulse
Gladly CX PlatformOnSite
Features
Gladly CX PlatformOnSite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Gladly CX Platform
8.0
Ratings
1% below category average
OnSite
-
Ratings
Organize and prioritize service tickets5.00 Ratings00 Ratings
Expert directory10.00 Ratings00 Ratings
ITSM collaboration and documentation10.00 Ratings00 Ratings
Ticket creation and submission10.00 Ratings00 Ratings
Ticket response5.00 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Gladly CX Platform
10.0
Ratings
24% above category average
OnSite
-
Ratings
External knowledge base10.00 Ratings00 Ratings
Internal knowledge base10.00 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Gladly CX Platform
10.0
Ratings
25% above category average
OnSite
-
Ratings
IVR10.00 Ratings00 Ratings
Social integration10.00 Ratings00 Ratings
Email support10.00 Ratings00 Ratings
Help Desk CRM integration10.00 Ratings00 Ratings
User Ratings
Gladly CX PlatformOnSite
Likelihood to Recommend
10.0
(0 ratings)
-
(0 ratings)
Likelihood to Renew
10.0
(0 ratings)
-
(0 ratings)
Support Rating
10.0
(0 ratings)
-
(0 ratings)
User Testimonials
Gladly CX PlatformOnSite
Likelihood to Recommend
In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee
Diana Elizabeth Flores E | TrustRadius Reviewer
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No answers on this topic
Pros
  • Keeps record of previous interactions/customer history.
  • Displays customer profile, orders and inquiries simultaneously.
  • Allows for excellent employee management (as in seeing where the team is at individually and collectively during a work day).
Verified User
Anonymous
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No answers on this topic
Cons
  • Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update.
Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
Director of Operations and Customer Experience
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No answers on this topic
Likelihood to Renew
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
FP
Fallon Penrod
Independent Contractor
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No answers on this topic
Usability
Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better
Diana Elizabeth Flores E | TrustRadius Reviewer
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No answers on this topic
Support Rating
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.
Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
Director of Operations and Customer Experience
Read full review
No answers on this topic
Alternatives Considered
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.
Drew Chamberlain | TrustRadius Reviewer
Drew Chamberlain
Director of Operations and Customer Experience
Read full review
No answers on this topic
Return on Investment
  • Improved Customer Satisfaction
  • Operational Efficiency and Cost Savings
  • Revenue Growth Through Enhanced Customer Experience
Verified User
Anonymous
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No answers on this topic
ScreenShots

Gladly CX Platform Screenshots

Screenshot of Gladly's customer chat in actionScreenshot of a customer getting a flight update through GladlyScreenshot of a customer conversation with Gladly SidekickScreenshot of the call summary feature in Gladly