Gladly vs Groove
Converge Team
Side-by-side comparison for 2026
| Feature | Gladly | Groove |
|---|---|---|
| Starting Price | From $180/seat/mo | From $25/seat/mo |
| Best For | Enterprise brands wanting people-centered customer service | Small teams focused on email-based customer support |
| Standout Feature | Unified customer timeline showing all interactions across channels | Simple, user-friendly help desk interface |
| Free Plan | ✗ | ✗ |
| G2 Rating | 4.7/5 | 4.5 |
Gladly and Groove both target customer support teams but with different approaches to pricing and complexity. Gladly offers enterprise-grade omnichannel support at premium prices, while Groove provides solid helpdesk functionality with more accessible pricing.
The decision often hinges on whether you need Gladly's advanced conversation management or prefer Groove's straightforward ticketing approach.
Feature Comparison
Gladly's person-centric approach unifies all customer interactions into continuous conversations, eliminating traditional ticket silos. Agents see complete context across email, chat, phone, and social channels.
Groove offers a clean, intuitive helpdesk with shared inboxes, collision detection, and solid automation. While it handles multiple channels, it maintains a more traditional ticket-based structure.
Gladly excels for complex customer journeys requiring deep context, while Groove works well for teams wanting familiar helpdesk workflows with modern polish.
Pricing Comparison
The pricing difference is significant. Gladly costs $180-$210 per user monthly, positioning itself in the enterprise segment with advanced features and corresponding price points.
Groove's $16-$56 per agent monthly pricing makes it accessible to growing businesses. A 10-agent team would pay $160-$560 monthly with Groove versus $1,800-$2,100 with Gladly.
This 3-10x price difference reflects their different target markets and feature sophistication levels.
Gladly
Pros
- ✓ People-centered approach
- ✓ Unified customer timeline
- ✓ All channels in one view
Cons
- ✗ Very expensive
- ✗ Enterprise-focused
- ✗ Overkill for small teams
Groove
Pros
- ✓ Clean, intuitive interface
- ✓ Good email management
- ✓ Solid knowledge base features
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Limited social media integration
- ✗ Basic live chat functionality
Verdict
Choose Gladly if you need sophisticated omnichannel support and can justify the premium investment. Choose Groove if you want reliable helpdesk functionality without enterprise complexity.
Choose Gladly if: You're an enterprise needing advanced omnichannel capabilities, have budget for premium features, and require sophisticated conversation management.
Choose Groove if: You want a polished helpdesk experience, have budget constraints, or prefer traditional ticketing workflows with modern improvements.
Alternative: Consider Converge at $49/month flat rate for teams seeking customer support without per-agent fees or enterprise overhead.
Looking for more options? Browse all 750+ platform comparisons, or see all Gladly comparisons and all Groove comparisons.