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Customer Support · head to head

Gladly vs HubSpot Service Hub

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
HubSpot Service Hub logo

HubSpot Service Hub

Customer Support

Customer service software for scaling companies

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only HubSpot Service Hub 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; HubSpot Service Hub the free tier is capped at 2 users
  • They diverge on capability: Gladly covers Lifelong conversation, HubSpot Service Hub covers Ticketing.

Where they differ

Only the attributes on which Gladly and HubSpot Service Hub actually diverge.

Attributes where Gladly and HubSpot Service Hub differ
AttributeGladlyHubSpot Service Hub
Starting price$180/monthFree
Free tierNoYes
Founded20142006

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).

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 HubSpot Service Hub

  • Ticketing
  • Customer feedback
  • Live chat
  • Conversational bots
  • Reporting
  • HubSpot CRM
  • Slack
  • Zoom

Both cover

  • Knowledge base
  • Salesforce
  • SOC2
  • 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 HubSpot Service Hub
  • Handling support conversations across voice, messaging and emailnot HubSpot Service Hub

HubSpot Service Hub

  • Shared inbox and ticketing for a support teamnot Gladly
  • Knowledge base and customer self-servicenot Gladly
  • Live chat and chatbots on a websitenot Gladly
  • Customer feedback surveys and CSATnot Gladly
  • Support reporting tied into the HubSpot CRMnot 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

HubSpot Service Hub

  • The free tier is capped at 2 users
  • Professional carries a one-off onboarding fee of $1,500, and Enterprise $3,500, on top of the seat price
  • Seats are $90 a month billed monthly against $100 billed annually on Professional, so the annual commitment is not the cheaper option per month
  • AI features run on monthly credits, 500 on Starter and 3,000 on Professional, which do not roll over
  • Extra credits cost $0.010 each once the monthly allocation is spent

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

HubSpot Service Hub

Free
  • FreeFree
    • Ticketing
    • Live chat
    • Calling
  • Starter$45/month
    • Conversation routing
    • Simple ticket automation
    • Multiple currencies
  • Professional$450/month
    • Knowledge base
    • Customer feedback
    • Custom reporting
  • Enterprise$1200/month
    • Goals
    • Conversation intelligence
    • Custom objects

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 HubSpot Service Hub if

  • You need ticketing.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want customer feedback.
HubSpot Service Hub review

Questions people ask

Is Gladly or HubSpot Service Hub better?
Neither clearly leads. Gladly starts at $180/month and HubSpot Service Hub at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or HubSpot Service Hub?
HubSpot Service Hub has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for HubSpot Service Hub.
Does Gladly or HubSpot Service Hub run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use HubSpot Service Hub for free?
Yes. HubSpot Service Hub 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 HubSpot Service Hub is typically brought in for.
What can Gladly do that HubSpot Service Hub cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. HubSpot Service Hub covers Ticketing, Customer feedback, Live chat, Conversational bots. Both handle Knowledge base, Salesforce, SOC2, GDPR.
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Related pages

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