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Software · head to head

Gladly vs Pendo

Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Pendo logo

Pendo

Software

Product analytics and digital adoption platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Pendo 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; Pendo pricing is not publicly available and requires a custom quote
  • They diverge on capability: Gladly covers Lifelong conversation, Pendo covers Product analytics.

Where they differ

Only the attributes on which Gladly and Pendo actually diverge.

Attributes where Gladly and Pendo differ
AttributeGladlyPendo
Starting price$180/monthFree
Pricing modelsubscriptionUnknown
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Mobile, Desktop
Founded20142013

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
  • Magento

Only in Pendo

  • Product analytics
  • In-app messaging
  • User onboarding
  • Feature adoption tracking
  • User feedback
  • NPS surveys
  • Session replay
  • Mobile analytics

Both cover

  • Salesforce
  • 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 Pendo
  • Handling support conversations across voice, messaging and emailnot Pendo

Pendo

  • User onboardingnot Gladly
  • Feature adoptionnot Gladly
  • Product analyticsnot Gladly
  • User feedback collectionnot Gladly
  • Digital adoptionnot 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

Pendo

  • Pricing is not publicly available and requires a custom quote
  • Free tier limited to 500 monthly active users

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

Pendo

Free
  • FreeFree
    • 500 MAU
    • Core analytics
    • In-app guides

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 Pendo if

  • You need product analytics.
  • You want to start without paying.
  • You work on Web, Mobile, Desktop.
  • You also want in-app messaging.
Pendo review

Questions people ask

Is Gladly or Pendo better?
Neither clearly leads. Gladly starts at $180/month and Pendo at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Pendo?
Pendo has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for Pendo.
Does Gladly or Pendo run on more platforms?
Gladly runs on Web, Ios, Android. Pendo runs on Web, Mobile, Desktop.
Can I use Pendo for free?
Yes. Pendo 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 Pendo is typically brought in for.
What can Gladly do that Pendo cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Pendo covers Product analytics, In-app messaging, User onboarding, Feature adoption tracking. Both handle Salesforce, SOC2, GDPR.

Answered from the vendors’ own pages

Pendo: Does Pendo have a free tier?

Yes, Pendo Free supports up to 500 monthly active users and includes core product analytics, in-app guides, Pendo-branded roadmaps, and Pendo-branded NPS surveys.

Source
Pendo: What is Pendo's core functionality?

Pendo combines product analytics, in-app guides, session replay, NPS surveys, product discovery, roadmaps, and cross-channel orchestration to measure and improve product adoption.

Source
Pendo: What CRM systems does Pendo integrate with?

Pendo offers two-way integrations with Salesforce, mapping Pendo product usage and sentiment data with Salesforce records, and with HubSpot for contact mapping and campaign orchestration.

Source
Pendo: What impact does Pendo have on customer retention?

Companies using Pendo for product analytics see on average a 5% reduction in customer churn and report an average 15% increase in net revenue retention.

Source
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Related pages

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