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Customer Support · head to head

Gladly vs Salesforce Service Cloud Chat

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Free plan
No
Full reviewWebsite
Salesforce Service Cloud Chat logo

Salesforce Service Cloud Chat

Live Chat

Live chat integrated with Salesforce Service Cloud

From
$25/month
Free plan
No
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; Salesforce Service Cloud Chat entry-level pricing of $25 per user per month is relatively expensive for small businesses
  • They diverge on capability: Gladly covers Lifelong conversation, Salesforce Service Cloud Chat covers Live chat messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Gladly and Salesforce Service Cloud Chat actually diverge.

Attributes where Gladly and Salesforce Service Cloud Chat differ
AttributeGladlySalesforce Service Cloud Chat
Starting price$180/month$25/month
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Mobile apps
CategoryCustomer SupportLive Chat
Founded20141999

Identical on both: free tier (No), user rating (Not yet rated).

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 Salesforce Service Cloud Chat

  • Live chat messaging
  • CRM integration
  • Agent desktop integration
  • Visitor tracking
  • Salesforce ecosystem
  • Slack
  • Gmail
  • Microsoft Teams

Both cover

  • Web 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 Salesforce Service Cloud Chat
  • Handling support conversations across voice, messaging and emailnot Salesforce Service Cloud Chat

Salesforce Service Cloud Chat

  • Customer engagementnot Gladly
  • Lead generationnot Gladly
  • Customer supportnot Gladly
  • Sales automationnot 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

Salesforce Service Cloud Chat

  • Entry-level pricing of $25 per user per month is relatively expensive for small businesses
  • Requires Salesforce CRM setup and integration for full functionality
  • Limited standalone capability outside of Salesforce ecosystem
  • Complex configuration required for advanced features

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

Salesforce Service Cloud Chat

$25/month

No published plan breakdown. See the Salesforce Service Cloud Chat 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 Salesforce Service Cloud Chat if

  • You need live chat messaging.
  • You work on Web, Mobile apps.
  • You also want crm integration.
Salesforce Service Cloud Chat review

Questions people ask

Is Gladly or Salesforce Service Cloud Chat better?
Neither clearly leads. Gladly starts at $180/month and Salesforce Service Cloud Chat at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Salesforce Service Cloud Chat?
Gladly starts at $180/month and Salesforce Service Cloud Chat at $25/month.
Does Gladly or Salesforce Service Cloud Chat run on more platforms?
Gladly runs on Web, Ios, Android. Salesforce Service Cloud Chat runs on Web, Mobile apps.
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 Salesforce Service Cloud Chat is typically brought in for.
What can Gladly do that Salesforce Service Cloud Chat cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Salesforce Service Cloud Chat covers Live chat messaging, CRM integration, Agent desktop integration, Visitor tracking. Both handle Web support, Android support.

Answered from the vendors’ own pages

Gladly: How much does Gladly cost?

Gladly does not publish pricing on its website. The vendor directs prospective customers to request a demo or contact the sales team for custom pricing tailored to organizational needs.

Source
Salesforce Service Cloud Chat: What is Salesforce Service Cloud Chat?

Salesforce Chat is a real-time customer engagement tool enabling businesses to connect with customers through personalized live chat interactions embedded in apps and on websites, with AI-powered chatbot support.

Source
Salesforce Service Cloud Chat: What is the pricing for Salesforce Service Cloud Chat?

Salesforce Service Cloud entry-level pricing starts at $25 per user per month, with multiple tiers available and add-ons ranging from $50 to $75 depending on required features.

Source
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