Gladly
Gladly is a customer service platform that centers support around people rather than tickets by consolidating all conversations into a single lifelong timeline for every individual customer.
Smartsupp
Smartsupp is a comprehensive customer service platform that combines live chat, email, and Facebook Messenger into one unified dashboard to help you convert website visitors into loyal customers.
Quick Comparison
| Feature | Gladly | Smartsupp |
|---|---|---|
| Website | gladly.com | smartsupp.com |
| Pricing Model | Subscription | Freemium |
| Starting Price | $180/month | Free |
| FREE Trial | ✘ No free trial | ✓ 14 days free trial |
| Free Plan | ✘ No free plan | ✓ Has free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2014 | 2013 |
| Headquarters | San Francisco, USA | Brno, Czech Republic |
Overview
Gladly
Gladly transforms your customer support by moving away from traditional, disconnected tickets and focusing on people. Instead of managing isolated cases, you see a single, lifelong conversation timeline for every customer across every channel. Whether a customer reaches out via email, voice, text, or social media, your team has the full context of their history in one view, eliminating the need for customers to repeat themselves.
You can manage all communication channels from a single interface, allowing your agents to switch between chat and phone calls without losing track of the conversation. The platform also includes built-in self-service tools and AI capabilities to help you resolve common queries faster. It is designed specifically for B2C brands that want to build deeper relationships and drive revenue through personalized service experiences rather than just closing tickets.
Smartsupp
Smartsupp is a conversational commerce platform designed to help you build personal relationships with your website visitors. By combining live chat, chatbots, and video recordings, you can see exactly where your customers get stuck and reach out to them at the perfect moment. It consolidates messages from your website, email, and Facebook Messenger into a single inbox, ensuring you never miss a sales opportunity or support request.
You can automate repetitive questions with AI-powered chatbots that work 24/7, freeing up your team for more complex inquiries. The platform is particularly effective for online stores looking to increase conversion rates through proactive engagement. Whether you are a solo shop owner or manage a large support team, you can track team performance and customer satisfaction through detailed analytics and real-time visitor monitoring.
Overview
Gladly Features
- Lifelong Conversation Timeline View every interaction a customer has ever had with your brand in one continuous thread across all support channels.
- Channel-Agnostic Interface Switch between voice, email, SMS, and chat seamlessly within the same window without ever losing the customer's history.
- People-Match Routing Route customers to the best-suited agent based on their specific needs, past history, or even their loyalty tier.
- Integrated Payments Process transactions and handle exchanges directly within the conversation timeline to turn support interactions into sales opportunities.
- Collaborative Tasks Assign tasks and mention teammates within a customer's profile to resolve complex issues faster without leaving the platform.
- Self-Service Sidekick Deploy AI-powered threads and help centers that allow your customers to find answers themselves on any device.
Smartsupp Features
- Unified Dashboard. Manage all your live chat, email, and Facebook Messenger conversations from one central location to save time.
- Video Recordings. Watch how visitors move through your site so you can identify friction points and improve your user experience.
- AI Chatbots. Automate your customer service with bots that answer common questions and qualify leads while you sleep.
- Mobile App. Stay connected with your customers on the go using native iOS and Android apps with instant push notifications.
- Real-time Visitor List. See who is browsing your website right now, including their location and what products they are currently viewing.
- Proactive Messages. Set up automatic triggers to send personalized messages to visitors based on their behavior or specific page visits.
Pricing Comparison
Gladly Pricing
- All channels included (Voice, Email, Chat)
- Self-service capabilities
- Standard reporting and analytics
- Knowledge base access
- 10-seat minimum requirement
- Everything in Hero, plus:
- Advanced reporting and insights
- Workforce management integrations
- Dedicated success manager
- Enterprise-grade security features
Smartsupp Pricing
- 1 agent included
- Live chat functionality
- 14-day conversation history
- Mobile app access
- Email notifications
- Everything in Free, plus:
- 3 agents included
- 1-year conversation history
- Automated messages
- Google Analytics integration
- Detailed statistics and reporting
Pros & Cons
Gladly
Pros
- Eliminates the frustration of customers repeating their story
- Unified interface significantly reduces agent training time
- Strong focus on driving revenue through support
- Excellent visibility into the entire customer journey
Cons
- Higher price point compared to basic ticketing tools
- Minimum seat requirements may exclude very small teams
- Reporting can be complex to set up initially
Smartsupp
Pros
- Very easy to set up on most ecommerce platforms
- Video recordings provide unique insights into visitor behavior
- Clean and intuitive interface for support agents
- Affordable pricing compared to many enterprise competitors
Cons
- Free version is limited to one agent only
- Mobile app notifications can occasionally be delayed
- Chatbot customization options are basic on lower tiers