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Software · head to head

Gladly vs Loom

Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Loom logo

Loom

Software

Record instantly, share anywhere

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Loom 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; Loom free tier capped at 25 total videos with 5-minute maximum recording length per video
  • They diverge on capability: Gladly covers Lifelong conversation, Loom covers Screen & camera recording.

Where they differ

Only the attributes on which Gladly and Loom actually diverge.

Attributes where Gladly and Loom differ
AttributeGladlyLoom
Starting price$180/monthFree
Pricing modelsubscriptionfreemium
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb
Founded20142015

Identical on both: 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 Loom

  • Screen & camera recording
  • Instant sharing
  • Video editing
  • Viewer analytics
  • Comments & reactions
  • Transcription
  • Custom CTAs
  • Drawing tools

Both cover

  • SOC2
  • 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 Loom
  • Handling support conversations across voice, messaging and emailnot Loom

Loom

  • Asynchronous video communication and screen recordingnot Gladly
  • Product demonstrations and tutorialsnot Gladly
  • Meeting transcription and documentationnot Gladly
  • Team communication and knowledge sharingnot 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

Loom

  • Free tier capped at 25 total videos with 5-minute maximum recording length per video
  • Free tier limited to 50 workspace members
  • AI features (auto-meeting recaps, auto-notes, auto-editing) only available on paid Business+AI and Enterprise tiers
  • Video branding (Loom logo) appears on free and Business plan videos; only removed on Business+AI tier

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

Loom

Free

No published plan breakdown. See the Loom review.

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 Loom if

  • You need screen & camera recording.
  • You want to start without paying.
  • You also want instant sharing.
Loom review

Questions people ask

Is Gladly or Loom better?
Neither clearly leads. Gladly starts at $180/month and Loom at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Loom?
Loom has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for Loom.
Does Gladly or Loom run on more platforms?
Gladly runs on Web, Ios, Android. Loom runs on Web.
Can I use Loom for free?
Yes. Loom 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 Loom is typically brought in for.
What can Gladly do that Loom cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Loom covers Screen & camera recording, Instant sharing, Video editing, Viewer analytics. Both handle SOC2, GDPR.
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Related pages

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