Softwr

Customer Support · head to head

Gladly vs Gong

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Free plan
No
Full reviewWebsite
Gong logo

Gong

CRM

Revenue intelligence platform

From
$1600/user-per-year
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers; Gong pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • They diverge on capability: Gladly covers Lifelong conversation, Gong covers Call recording.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Gladly and Gong actually diverge.

Attributes where Gladly and Gong differ
AttributeGladlyGong
Starting price$180/month$1600/user-per-year
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Cloud-based SaaS
CategoryCustomer SupportCRM
Founded20142016

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Magento

Only in Gong

  • Call recording
  • AI transcription
  • Deal intelligence
  • Market intelligence
  • Team coaching
  • HubSpot
  • Zoom
  • Microsoft Teams

Both cover

  • Salesforce
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Gladly

  • Customer service built around a single customer record rather than ticketsnot Gong
  • Handling support conversations across voice, messaging and emailnot Gong

Gong

  • Call analysisnot Gladly
  • Deal forecastingnot Gladly
  • Sales coachingnot Gladly
  • Win/loss analysisnot Gladly

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Gong

  • Pricing not published; custom quotes and high platform fees make budget forecasting difficult
  • Built for sales calls only; limited contact center and multi-channel conversation coverage
  • Forecasting and Engage modules use keyword-based analysis with 20-30 minute processing delay, not generative AI
  • Conversation analysis cannot capture internal buyer meetings or decision-making discussions

Pricing, plan by plan

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Gong

$1600/user-per-year

No published plan breakdown. See the Gong review.

Which should you pick?

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Choose Gong if

  • You need call recording.
  • You work on Web, Cloud-based SaaS.
  • You also want ai transcription.
Gong review

Questions people ask

Is Gladly or Gong better?
Neither clearly leads. Gladly starts at $180/month and Gong at $1600/user-per-year, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Gong?
Gladly starts at $180/month and Gong at $1600/user-per-year.
Does Gladly or Gong run on more platforms?
Gladly runs on Web, Ios, Android. Gong runs on Web, Cloud-based SaaS.
What is Gladly best used for?
Gladly is most often used for customer service built around a single customer record rather than tickets, handling support conversations across voice, messaging and email. Of those, customer service built around a single customer record rather than tickets and handling support conversations across voice, messaging and email are not what Gong is typically brought in for.
What can Gladly do that Gong cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Gong covers Call recording, AI transcription, Deal intelligence, Market intelligence. Both handle Salesforce, Web support, Ios support, Android support.

Answered from the vendors’ own pages

Gladly: How much does Gladly cost?

Gladly does not publish pricing on its website. The vendor directs prospective customers to request a demo or contact the sales team for custom pricing tailored to organizational needs.

Source
Gong: How much does Gong cost?

Gong pricing starts around $1,600 per user per year, with a mandatory platform fee of $5,000-$50,000 annually. Exact pricing is custom and requires a sales consultation.

Source
Gong: Does Gong integrate with Salesforce?

Yes. Gong integrates with Salesforce via REST API to import account data and export conversation summaries, enabling searchable calls by CRM fields.

Source
Gong: What conversations can Gong capture?

Gong was built primarily for sales call analysis and captures calls through integrations with major dialer systems. Coverage for contact center and multi-channel conversations is limited.

Source
Gong: Does Gong have an on-premise option?

Gong is a cloud-based SaaS platform without an on-premise deployment option. All conversation analysis and storage occurs in Gong's cloud infrastructure.

Source
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