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Customer Support · head to head

Gladly vs ServiceNow

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Customer Support

The world works with ServiceNow

From
On request
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; ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow
  • They diverge on capability: Gladly covers Lifelong conversation, ServiceNow covers ITSM.

Where they differ

Only the attributes on which Gladly and ServiceNow actually diverge.

Attributes where Gladly and ServiceNow differ
AttributeGladlyServiceNow
Starting price$180/monthOn request
Pricing modelsubscriptionquote
Founded20142004

Identical on both: free tier (No), 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
  • Knowledge base
  • IVR
  • Shopify
  • Magento

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • Slack
  • Microsoft Teams

Both cover

  • Salesforce
  • SOC2
  • 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 ServiceNow
  • Handling support conversations across voice, messaging and emailnot ServiceNow

ServiceNow

  • Enterprise IT managementnot Gladly
  • Digital transformationnot Gladly
  • Workflow 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

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

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

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

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 ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Questions people ask

Is Gladly or ServiceNow better?
Neither clearly leads. Gladly starts at $180/month and ServiceNow at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or ServiceNow?
Gladly starts at $180/month and ServiceNow at On request.
Does Gladly or ServiceNow run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
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 ServiceNow is typically brought in for.
What can Gladly do that ServiceNow cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Salesforce, SOC2, Web support, Ios support.
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Related pages

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