Gladly vs MessageBird (Bird)

Gladly and MessageBird (now Bird) serve different layers of customer communication. Gladly focuses on customer service excellence with premium support tools, while MessageBird provides communication infrastructure and APIs for developers to build custom solutions.

Both platforms have solid reputations - Gladly with a 4.7/5 G2 rating for customer service and MessageBird with 4.2/5 for communication infrastructure - but they target different audiences and use cases entirely.

Gladly offers a complete customer service suite with unified customer profiles, omnichannel support (voice, email, chat, social), intelligent routing, workforce management, and comprehensive analytics. It's designed for customer service teams who need sophisticated tools out of the box.

MessageBird provides communication APIs, SMS, voice, email, and chat infrastructure that developers can integrate into custom applications. It includes basic customer service tools like Flow Builder for automation and Inbox for message management, but requires technical implementation.

The key difference is that Gladly is a finished product while MessageBird is a platform for building communication solutions. MessageBird offers more flexibility but requires development resources.

Gladly costs $180-$210 per user per month, making it expensive but comprehensive for customer service teams. The pricing includes all features and support.

MessageBird uses a different model with pricing from $25-$200 per month based on message volume and features, plus usage-based charges for SMS, voice calls, and other communications. Development and implementation costs should also be factored in.

For a 5-agent customer service team, Gladly would cost $900-$1,050 monthly with everything included, while MessageBird might cost $25-$200 base plus usage fees, but would require significant development work to match Gladly's functionality.

Choose Gladly if you need a ready-to-use customer service platform with advanced agent tools. Choose MessageBird if you want to build custom communication solutions using APIs and need flexible messaging infrastructure.

Choose Gladly if: You want a complete customer service solution, need advanced agent tools immediately, and prefer paying for a finished product over building custom solutions.

Choose MessageBird if: You have development resources, need custom communication workflows, want to integrate messaging into existing applications, or require specific API functionality.

For teams wanting customer service capabilities without the complexity of APIs or the cost of per-agent pricing, Converge offers ready-to-use customer communication tools at $49/month flat rate, providing immediate value without development overhead.