Gladly
Gladly is customer service platform that puts people at the center. Best suited for enterprise brands wanting people-centered customer service. Known for its unified customer timeline showing all interactions across channels.
Switching from Gladly? This guide covers everything you need: exporting data, connecting channels, setting up automations, and training your team. Most migrations take 1-3 days.
Why Teams Switch from Gladly
Gladly is Enterprise brands wanting people-centered customer service. However, teams often find these pain points:
- Very expensive
- Enterprise-focused
- Overkill for small teams
- Long implementation
What You'll Gain with Converge
Step-by-Step Migration Process
Audit Your Current Setup
Document all channels, integrations, and workflows you use in Gladly. List active agents, custom automations, and any API connections.
Export Your Data
Export customer contacts, conversation history, and any saved templates from Gladly. Most platforms offer CSV or JSON export options in their admin settings.
Set Up Your New Platform
Create your Converge account, invite team members, and configure company settings (working hours, timezone, roles).
Connect Your Messaging Channels
Connect WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo, and email to Converge. Each channel takes 2-5 minutes to set up.
Configure Automations
Set up auto-replies, SLA policies, auto-routing rules, and quick reply templates to match your previous workflows.
Run in Parallel (Optional)
Keep Gladly active for 1-2 weeks while your team gets comfortable with Converge. Route new conversations to Converge while finishing open tickets in Gladly.
Decommission Gladly
Once your team is fully on Converge, disconnect channels from Gladly, cancel your subscription, and keep your data export as a backup.
Feature Comparison
Gladly ConvergeCost Comparison
Migration Timeline
What You Might Miss
Gladly has strengths that Converge approaches differently:
- People-centered approach
- Unified customer timeline
- All channels in one view
Converge focuses on messaging-first support with flat pricing. If Gladly's specific strengths are critical for your workflow, evaluate both platforms during Converge's 14-day free trial before committing.
Frequently Asked Questions
Most teams complete the migration in 1-3 business days. Setting up Converge takes about 30 minutes, connecting channels takes 2-5 minutes each, and configuring automations takes 1-2 hours. We recommend running both platforms in parallel for 1-2 weeks during the transition.
Yes. Gladly provides data export options in their admin settings. You can typically export customer contacts, conversation history, and account data as CSV or JSON files. Check Gladly's documentation for their specific export process.
You won't lose it -- export it before canceling Gladly. Converge starts fresh with new conversations from your connected channels. Your Gladly export serves as your historical archive.
Gladly charges From $180/seat/mo per agent. A 5-person team on Gladly costs approximately $900/month. Converge is $49/month flat for up to 15 agents, saving most teams 50-80% on support software costs.
Converge natively supports WhatsApp, Telegram, Facebook Messenger, Instagram, Zalo, Discord, Gmail, Live Chat, Twitter/X, Email. Gladly may offer some channels that Converge doesn't (and vice versa). Converge is the only platform with native Zalo and Discord support, making it ideal for teams in Southeast Asia and community-driven businesses.
Ready to try Converge?
$49/month flat. Up to 15 agents. 14-day free trial, no credit card required.
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