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Software · head to head

Gladly vs Hiver

Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Hiver logo

Hiver

Software

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Hiver has a free tier, so it costs nothing to try first.
  • 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; Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69
  • They diverge on capability: Gladly covers Lifelong conversation, Hiver covers Shared inbox.

Where they differ

Only the attributes on which Gladly and Hiver actually diverge.

Attributes where Gladly and Hiver differ
AttributeGladlyHiver
Starting price$180/monthFree
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Chrome-extension
Founded20142011

Identical on both: pricing model (subscription), 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
  • Knowledge base
  • IVR
  • Shopify
  • Salesforce

Only in Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Analytics
  • Gmail
  • Google Workspace

Both cover

  • SOC2
  • GDPR
  • Web 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 Hiver
  • Handling support conversations across voice, messaging and emailnot Hiver

Hiver

  • Shared inbox managementnot Gladly
  • Customer support via Gmailnot Gladly
  • Team email collaborationnot 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

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

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

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta SSO

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 Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver review

Questions people ask

Is Gladly or Hiver better?
Neither clearly leads. Gladly starts at $180/month and Hiver at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Hiver?
Hiver has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for Hiver.
Does Gladly or Hiver run on more platforms?
Gladly runs on Web, Ios, Android. Hiver runs on Web, Chrome-extension.
Can I use Hiver for free?
Yes. Hiver has a free tier, so you can try it without paying. Gladly starts at $180/month.
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 Hiver is typically brought in for.
What can Gladly do that Hiver cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Both handle SOC2, GDPR, Web support.
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Related pages

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