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Gladly vs Intercom
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.9 / 5
4.4 / 5
Value for Money
4.8 / 5
4 / 5
Customer Support
4.9 / 5
4.3 / 5
Functionality
4.8 / 5
4.4 / 5
Last Review Written
March 4, 2025
March 6, 2025
Pros/Cons
Pros
- I use it every day, to answer to the customer and I give my best to help them and gadly helps me to do that so easy.
- It makes it so easy to ensure that customers have had great experiences and uncover opportunities for agent improvement. I love the task creation process- it makes it so easy to track.
- I love the merging feature and enjoy the ease of having all communication for one customer in one 'conversation. The canned actions are great too.
Cons
- I think the only thing that sucks is when there are glitches.
- Lagging and inconsistency with customer account mergers.
- You can't unmerge a customer once accidentally linked or merged.
Pros
- The ease of interaction with customers and potential customers is undoubtedly very good, we managed to engage campaigns and prospect sales through the application.
- Intercom is great I use it daily as a support agent and get compliments on how nice it looks integrated into our website/app daily.
- We love the ability to chat with all users currently on our site. This helps us walk new users through the process and help our conversion rate significantly.
Cons
- Things don't work well, customization options are very limited, users and customers get frustrated often and messages get lost in the abyss.
- A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption.
- Their customer service is one of the worst I've ever seen. It takes them days just to give an answer that "someone will get back to you" and no one does, even after weeks.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2025
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
