Customer Support · head to head
Gladly vs LiveAgent
The short version
- Only LiveAgent 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; LiveAgent social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
- They diverge on capability: Gladly covers Lifelong conversation, LiveAgent covers Ticketing system.
Where they differ
Only the attributes on which Gladly and LiveAgent actually diverge.
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
- Salesforce
- Kustomer
- Stripe
Only in LiveAgent
- Ticketing system
- Live chat
- Call center
- Social media
- Customer portal
- WordPress
- Slack
- Zapier
Both cover
- Knowledge base
- Shopify
- Magento
- 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 LiveAgent
- Handling support conversations across voice, messaging and emailnot LiveAgent
LiveAgent
- Multichannel help desk covering email, chat, calls and social messagesnot Gladly
- Ticketing and shared inbox for customer support teamsnot 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
LiveAgent
- Social and messaging channels are separately priced add ons rather than plan features, at $19 to $39 a month each on top of the seat price
- The entry plan is limited to 3 email accounts, 2 live chat buttons and 3 contact forms
- WhatsApp numbers are rationed by plan, at 5 on Large Business and 20 on Enterprise
- The advertised prices require annual billing, and monthly billing raises the entry plan from $10 to $13 per agent
- Every published price is a discounted rate against a higher regular price
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
LiveAgent
Free- FreeFree
- 7-day ticket history
- 1 chat button
- 1 email account
- Small$9/month
- Unlimited ticket history
- 3 email accounts
- Customer portal
- Medium$29/month
- Call center
- 10 email accounts
- Advanced reporting
- Large$49/month
- Everything unlimited
- Senior account manager
- White glove setup
Which should you pick?
Choose Gladly if
- You need lifelong conversation.
- You work on Web, Ios, Android.
- You also want omnichannel support.
Choose LiveAgent if
- You need ticketing system.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want live chat.
Questions people ask
- Is Gladly or LiveAgent better?
- Neither clearly leads. Gladly starts at $180/month and LiveAgent at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Gladly or LiveAgent?
- LiveAgent has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for LiveAgent.
- Does Gladly or LiveAgent run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- Can I use LiveAgent for free?
- Yes. LiveAgent 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 LiveAgent is typically brought in for.
- What can Gladly do that LiveAgent cannot?
- Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. LiveAgent covers Ticketing system, Live chat, Call center, Social media. Both handle Knowledge base, Shopify, Magento, GDPR.