Software · head to head
Gladly vs Groove
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; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- They diverge on capability: Gladly covers Lifelong conversation, Groove covers Shared inbox.
Where they differ
Only the attributes on which Gladly and Groove actually diverge.
Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).
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
- IVR
- Shopify
- Magento
- Kustomer
Only in Groove
- Shared inbox
- Live chat
- Automation rules
- Reporting
- Collision detection
- Slack
- Zapier
- Trello
Both cover
- Knowledge base
- Salesforce
- GDPR
- 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 Groove
- Handling support conversations across voice, messaging and emailnot Groove
Groove
- Shared inbox and help desk ticketing for small support teamsnot Gladly
- Handling email, chat and messaging support in one queuenot 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
Groove
- Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
- A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
- A quiet month still pays the 250 ticket floor
- No mailbox limit is published
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
Groove
$12/month- Standard$12/month
- 1 mailbox
- Knowledge base
- Live chat
- Plus$20/month
- 5 mailboxes
- Full reporting
- Rules
- Pro$35/month
- 25 mailboxes
- Salesforce
- Enterprise SSO
Which should you pick?
Choose Gladly if
- You need lifelong conversation.
- You work on Web, Ios, Android.
- You also want omnichannel support.
Choose Groove if
- You need shared inbox.
- You work on Web, Ios, Android.
- You also want live chat.
Questions people ask
- Is Gladly or Groove better?
- Neither clearly leads. Gladly starts at $180/month and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Gladly or Groove?
- Gladly starts at $180/month and Groove at $12/month.
- Does Gladly or Groove run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- 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 Groove is typically brought in for.
- What can Gladly do that Groove cannot?
- Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Groove covers Shared inbox, Live chat, Automation rules, Reporting. Both handle Knowledge base, Salesforce, GDPR, Web support.