Gladly vs Intercom

Gladly and Intercom represent different approaches to customer communication. Gladly focuses on person-centric customer service where conversations follow customers across channels, while Intercom provides a comprehensive messaging platform for support, marketing, and sales.

Both platforms earn strong ratings - Gladly at 4.7/5 G2 for its innovative customer-centric approach, and Intercom at 4.5/5 for its versatile messaging capabilities and automation features.

Gladly's unique strength is its person-centric model where customer conversations are unified across all channels - phone, email, chat, SMS, and social media. Agents see complete customer context regardless of communication channel, eliminating the need to repeat information or transfer between departments.

Intercom offers traditional ticket-based support alongside live chat, in-app messaging, and email. Its automation features include Resolution Bot for common queries, Custom Actions for workflow integration, and Advanced Lead Qualification for sales handoffs. The platform excels at proactive customer engagement and marketing automation.

For enterprise features, Gladly provides advanced workforce management, real-time analytics, and seamless channel switching, while Intercom focuses on conversation routing, team collaboration, and cross-platform messaging automation.

Gladly uses premium pricing from $180 to $210 per user monthly, positioning itself as an enterprise solution. This high cost reflects its specialized person-centric technology and comprehensive feature set, but can be prohibitive for smaller teams.

Intercom offers more accessible pricing from $29 to $132 per seat monthly for support features, though marketing and sales tools require additional subscriptions. Advanced features like Product Tours and lead qualification add extra costs but provide more pricing flexibility.

Choose Gladly if you prioritize customer-centric service and can justify premium pricing. Choose Intercom if you need integrated marketing tools and more flexible pricing options.

Choose Gladly if: You're an enterprise with complex customer service needs, can justify premium pricing, and want true omnichannel customer-centric support.

Choose Intercom if: You need integrated marketing and support tools, want more flexible pricing, or require extensive automation and bot capabilities.

For teams seeking enterprise features without enterprise pricing, Converge offers up to 15 agents at $49/month flat - providing advanced functionality at a fraction of Gladly's cost.