Gladly vs Converge

Gladly is an enterprise customer service platform that takes a "people-centered" approach, organizing support around customers rather than tickets. It's designed for brands that prioritize high-touch customer relationships.

Converge offers a simpler approach to unified messaging with flat-rate pricing accessible to businesses of all sizes.

Gladly's standout feature is its people-centered design. Instead of ticket numbers, agents see a unified timeline of all customer interactions across every channel. This creates a more personal support experience.

Converge also provides unified messaging but focuses on messaging platforms specifically. WhatsApp, Telegram, Messenger, Instagram, Zalo, and Discord conversations appear in one inbox.

Gladly includes voice support and workforce management. Converge focuses purely on messaging channels.

Gladly's Hero plan costs $180/user/month with a minimum of 10 users required. For a 3-agent team, this means $540/month, and for 5 agents, $900/month—though Gladly requires a minimum of 10 seats, bringing the actual floor to $1,800/month ($21,600/year).

Additional costs include voice minutes, SMS usage fees, and annual billing requirements. The pricing model creates low cost predictability as expenses increase with usage and headcount.

Converge offers flat $49/month pricing with up to 15 team members. Whether you have 3 agents or 15, the cost stays the same—$588/year total. This eliminates per-seat calculations and provides predictable budgeting.

Choose Gladly if you're an enterprise brand with budget for premium customer service software. Choose Converge if you need affordable multi-channel messaging support.

Choose Gladly if: You're an enterprise brand with budget for premium software, need voice support, and want a people-centered approach to customer service.

Choose Converge if: You need affordable messaging support, want flat-rate pricing, or don't require enterprise-level features.