VS
Freshchat vs Gladly — Which One Wins?
A detailed, side-by-side comparison of Freshchat and Gladly to help you pick the right tool for your workflow.
TLDR
Quick Verdict
Gladly takes the lead with a 4.7 rating and is best for dtc and consumer brands wanting premium support experiences. Freshchat (4.1) is the better pick if you need teams in the freshworks ecosystem wanting ai chat.
Side-by-Side Comparison
| Criteria | Freshchat | Gladly |
|---|---|---|
| Rating | ★★★★ 4.1(88) | ★★★★★ 4.7(58) |
| Pricing Model | freemium | subscription |
| Starter Price | $19/agent/mo | Custom (starts ~$150/agent/mo) |
| Free Tier | Yes | Yes |
| Platforms | Web, iOS, Android | Web |
| Learning Curve | Easy | Easy |
| API Available | Yes | Yes |
| Best For | Teams in the Freshworks ecosystem wanting AI chat | DTC and consumer brands wanting premium support experiences |
| Verdict | Best Free Live Chat | Best for Consumer Brands |
Feature Checklist
| Feature | Freshchat | Gladly |
|---|---|---|
| AI Chatbots | — | |
| Live Chat | — | |
| — | ||
| Unified Inbox | — | |
| Bot Builder | — | |
| People-Centered | — | |
| Omnichannel | — | |
| AI Answers | — | |
| Task Management | — | |
| Knowledge Base | — |
Freshchat
Pros
- ✓Generous free tier
- ✓Great Freshworks integration
- ✓Multi-channel messaging
Cons
- ✕AI chatbots less sophisticated than Intercom Fin
- ✕Best features locked behind ecosystem
- ✕Customization limited
Gladly
Pros
- ✓People-first model is transformative
- ✓True omnichannel experience
- ✓Loved by agents and customers
Cons
- ✕Very expensive
- ✕Not ideal for B2B
- ✕Smaller integration ecosystem
The Bottom Line
Both Freshchat and Gladly are solid tools in the Customer Support space. Gladly edges ahead with a stronger overall rating (4.7 vs 4.1) and is the better choice for dtc and consumer brands wanting premium support experiences. However, if you prioritize teams in the freshworks ecosystem wanting ai chat, Freshchat is worth serious consideration. We recommend trying the free tier or trial of each before committing.
Frequently Asked Questions
Is Freshchat better than Gladly?▼
Gladly scores higher overall with a 4.7 rating vs 4.1. However, the best choice depends on your specific needs. Freshchat is best for Teams in the Freshworks ecosystem wanting AI chat, while Gladly is best for DTC and consumer brands wanting premium support experiences.
Can I switch from Freshchat to Gladly?▼
Yes, most users can migrate between the two. Gladly offers a free tier to test before committing.
Which is more affordable, Freshchat or Gladly?▼
Freshchat starts at $19/agent/mo, while Gladly starts at Custom (starts ~$150/agent/mo). Freshchat offers a free tier. Gladly offers a free tier.