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Software · head to head

Gladly vs Lattice

Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Lattice logo

Lattice

Software

People management platform for growing companies

From
$11/month
Rated
-
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; Lattice a $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • They diverge on capability: Gladly covers Lifelong conversation, Lattice covers Performance reviews.

Where they differ

Only the attributes on which Gladly and Lattice actually diverge.

Attributes where Gladly and Lattice differ
AttributeGladlyLattice
Starting price$180/month$11/month
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Api
Founded20142015

Identical on both: pricing model (subscription), free tier (No), 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 Lattice

  • Performance reviews
  • OKRs & goal tracking
  • Employee engagement surveys
  • 1-on-1 meetings
  • Continuous feedback
  • Compensation management
  • Career development
  • People analytics

Both cover

  • GDPR

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 Lattice
  • Handling support conversations across voice, messaging and emailnot Lattice

Lattice

  • Running performance reviews, goals and engagement surveysnot Gladly
  • Managing compensation cycles and career development frameworksnot 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

Lattice

  • A $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • Billing is annual only
  • The platform is sold as three separate base products at $10, $8 and $4 per seat per month, so a full deployment stacks rather than being one price
  • Compensation and Grow are further add ons at $6 and $4 per seat per month on top

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

Lattice

$11/month
  • Performance Management$11/month
    • Performance reviews
    • Goals & OKRs
    • 1-on-1s
  • Performance + Engagement$15/month
    • Everything in Performance
    • Engagement surveys
    • Pulse surveys
  • Enterprise$undefined/month
    • All features
    • Advanced analytics
    • Custom integrations

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 Lattice if

  • You need performance reviews.
  • You work on Web, Ios, Android, Api.
  • You also want okrs & goal tracking.
Lattice review

Questions people ask

Is Gladly or Lattice better?
Neither clearly leads. Gladly starts at $180/month and Lattice at $11/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Lattice?
Gladly starts at $180/month and Lattice at $11/month.
Does Gladly or Lattice run on more platforms?
Gladly runs on Web, Ios, Android. Lattice runs on Web, Ios, Android, Api.
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 Lattice is typically brought in for.
What can Gladly do that Lattice cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Lattice covers Performance reviews, OKRs & goal tracking, Employee engagement surveys, 1-on-1 meetings. Both handle GDPR.
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