The Top 16 Gladly Alternatives & Competitors Right Now

Brian Lastovich 25 min

Gladly has been the go-to solution for customer service teams for the past few years, but let’s face it—it's no longer the gold standard it once was.

With a lack of advanced reporting options, complex workflows, clunky integrations, and rising costs, the platform has left many businesses rethinking their options.

If you’ve also found yourself frustrated with Gladly’s shortcomings or questioning whether there’s a better option out there, you’re in the right place.

There’s no reason to stick with outdated solutions - that’s why we’ve prepared a list of 16 Gladly alternatives that may be a better fit if you want to take your customer support performance to the next level.

Why Choose an Alternative to Gladly?

Here are some common reasons why businesses look for alternatives to Gladly:

Expensive pricing for growing teams: Gladly uses an agent-based pricing model, which can become quite expensive as your customer support team scales.
Complex user interface: Many users have reported that Gladly’s interface can be tricky to navigate, especially on the back end. Simple tasks like organizing customer queries and resolving tickets can require multiple steps.
Self-service features are limited: Gladly’s self-service functionality doesn’t meet the needs of businesses that want to reduce ticket volume. While it does provide self-service options, these are often limited to basic functions like returns or cancellations.
Lag and glitches with communication tools: Some users have reported issues with Gladly’s phone and chat tools. Occasional lags, freezing, and disconnections
Limited omnichannel capabilities for some businesses: While Gladly supports multiple channels such as phone, email, and chat, the omnichannel experience is not as seamless as competitors like Kustomer or Gorgias.

Gladly Alternatives and Competitors at a Glance

Kustomer
Gorgias
Zendesk
Re:amaze
Salesforce Service Cloud
Intercom
Freshdesk
Front
Help Scout
Zoho Desk
HubSpot Service Hub
Kayako
LiveAgent
Genesys Cloud CX
Dixa
Tidio

1.
Kustomer

Kustomer is an omnichannel customer service platform that companies can use to get a complete overview of customer interactions.

You can use it to deliver consistent and personalized customer experiences across multiple communication channels (including email, social media, chat, SMS, and phone).

Kustomer is a particularly good fit for mid-sized to enterprise-level companies that manage high volumes of customer inquiries.

The platform includes deep integration with CRM platforms, which means businesses can consolidate customer data and interactions into a single timeline. This way, agents can quickly get the context they need to resolve issues and eliminate repetitive tasks.

Kustomer also leverages AI-driven tools to automate routine tasks, including smart ticket routing, chatbots, and sentiment analysis.

But this is just the tip of the feature iceberg – let’s check out more below:

Key features of Kustomer

Unified platform: Kustomer consolidates all customer interactions—whether via email, chat, social media, or phone—into a single, unified interface. You won’t have to constantly switch between different tools and your agents will receive full customer context in one place.
AI-powered insights: Kustomer uses artificial intelligence to analyze conversations and customer data. These insights help organizations spot patterns in customer behavior, predict needs, and improve satisfaction by offering proactive and personalized responses.
Customization is key: Kustomer offers extensive customization options, so you can easily match the platform with your brand identity. This includes tailored interfaces for agents, personalized customer interactions, and branding elements throughout all communication channels.
Data-driven decisions: With Kustomer's real-time analytics and reporting tools, companies can get immediate insights into customer engagement levels and agent performance. You’ll be able to adjust customer service strategies on the fly based on data-driven decisions.
Built to scale: Kustomer is built for scalability and is capable of handling high volumes of customer interactions across channels. Its architecture supports growing businesses by integrating automation and AI, which helps manage increasing workloads without compromising on quality.
Security and control: Kustomer prioritizes data security and comes with customizable access controls, encryption, and compliance with major regulations. Its flexible infrastructure also allows businesses to opt for on-premise deployments if needed, so you can get data sovereignty and control based on organizational requirements.

Why do companies choose Kustomer over Gladly?

Companies choose Kustomer over Gladly for several reasons.

One major issue with Gladly is its reliance on a ticket-based system, which is often inefficient for high-volume customer support.

In contrast, Kustomer provides a CRM-centered approach that consolidates all customer interactions into a single, cohesive timeline, and offers a more comprehensive view of the customer journey rather than just managing tickets.

Another big Gladly con is its limited workflow automation. While Gladly leans on third-party tools like Zapier to manage complex workflows, Kustomer has a built-in robust workflow engine that helps with better task automation and ticket routing.

Gladly also lacks support for certain critical communication channels, such as Twitter, which can be a hit for businesses with significant social media presence. Kustomer, on the other hand, includes native integrations with Twitter, Instagram, Facebook, and WhatsApp, so agents can manage all communications easily from one platform.

Here is what real users are saying about the benefits of Kustomer

Here are some of the ways Kustomer exceeds expectations when compared to Gladly

Full CRM integration: While Gladly focuses primarily on ticket management, Kustomer offers a fully integrated CRM system where companies can manage the entire customer journey from one platform. It’s a more holistic approach to customer service, with deeper insights into each customer’s history and needs.
Advanced automation and AI: Kustomer excels with its native AI-driven automation tools, which handle tasks like smart ticket routing and predictive analytics. Unlike Gladly, which relies on third-party tools for workflow automation, Kustomer has built-in features to streamline operations and reduce repetitive tasks.
Comprehensive Social Media Support: Kustomer offers seamless native integrations with key social platforms like Twitter, Instagram, Facebook, and WhatsApp, whereas Gladly lacks full support for many channels.

What real customers are saying about Kustomer:

Comrad was able to reduce duplicated efforts with holistic customer views, get a 40% increase in return customer rates, and increase AOV by 26% [Read Full Case Study].
Terra Kaffe used Kustomer to get clearer visibility into the customer journey, increase customer satisfaction scores, and improve efficiency with better tech integrations [Read Full Case Study].
AvantStay improved agent productivity by 2x and reduced average handle time by 30% using Kustomer [Read Full Case Study].

2. Gorgias

Gorgias is a customer service tool built specifically for eCommerce businesses that want easier integrations with Shopify, WooCommerce, and similar platforms to centralize customer interactions from email, social media, and live chat into one dashboard.

Why users like Gorgias

Key features
of Gorgias

Omnichannel support: You can manage customer questions from email, chat, social media (Facebook, Instagram, etc.), SMS, and TikTok in one unified inbox.
Ecommerce integrations: Gorgias directly integrates with platforms like Shopify, Magento, and BigCommerce, so your agents can get seamless access to customer data and order details.
AI-powered automation: Use AI to automate repetitive tasks, like sending welcome emails or routing tickets. You can also build custom automation for specific criteria.
Help center: You can build a self-service knowledge base with articles and FAQs, that help customers find answers independently.
Order management: Manage orders within Gorgias by editing, fulfilling, refunding, or cancelling without switching platforms.
Reporting and analytics: Track important metrics like CSAT, FRT, and agent performance to spot issues and immediately make necessary improvements.

Who is Gorgias a good fit for?

Ecommerce businesses: Gorgias is ideal for online retailers who need to manage customer support across multiple platforms like email, social media, and live chat.
Shopify and Magento users: Gorgias integrates natively with Shopify and Magento, so you can manage orders and customer data without leaving the platform.
Scaling businesses: Gorgias’ AI-powered tools allow you to automate workflows as your business grows, ensuring consistent support quality.

What are some limitations of Gorgias?

Higher pricing: Gorgias is priced a bit higher than some of its competitors. [See G2 Review]
Limited reporting and integrations: Reporting features are still developing, and integrations are more limited compared to other helpdesk solutions. [See G2 Review]
Takes time to learn: While powerful, Gorgias requires time to learn and use effectively. [See G2 Review]

Gorgias Pricing

Gorgias offers several pricing plans for businesses:

Starter Plan: $10/month for 50 tickets.
Basic Plan: $50/month for 300 tickets.
Pro Plan: $300/month for 900 tickets.
Advanced Plan: $750/month for 3,300 tickets.
Enterprise Plan: Custom pricing for businesses that need more than 5,000 tickets.

3. Zendesk

Zendesk is a leading customer service software that centralizes communication, automates workflows, and manages support tickets across various channels.

Why users like Zendesk?

Key features of Zendesk

Omnichannel support: You can track customer interactions from email, chat, phone, and social media, all within one centralized platform.
Ticketing system: Zendesk makes it easy to track and manage support tickets, because it gathers customer questions from multiple channels into one place for quick resolution.
Automation tools: You can automate tasks like ticket routing and prioritization, so your support team can jump on the more pressing issues immediately.
Self-service portal: Customers can find answers themselves through a customizable knowledge base.
Advanced reporting and analytics: Zendesk’s Explore feature gives you detailed reports to analyze your support performance and customer data.
Third-party integrations: You can integrate with over 1,200 apps, including CRM, IT, and project management tools.

Who is Zendesk a good fit for?

SaaS companies: Perfect for software companies that need automated support workflows and better integrations with tools like CRMs to manage customer success.
Healthcare providers: Fits healthcare organizations that need to integrate support systems with IT and CRM platforms to handle patient inquiries and claims.
Telecommunications firms: Well-suited for telecom providers that manage complex workflows, prioritize urgent issues, and handle customer inquiries 24/7 through AI and automation.

What are some limitations of Zendesk?

Support is hard to reach: Users have reported difficulties in getting timely responses from Zendesk’s customer support team. [See G2 Review]
Cancellation issues: Some customers find it challenging to cancel their contracts, often facing roadblocks or delays in the process. [See G2 Review]
No undo button for actions: Zendesk does not offer the option to undo deleted actions. [See G2 Review]

Zendesk Pricing

Zendesk offers different pricing plans based on features and the number of agents. They have a free plan for very basic needs, but most businesses will need a paid plan.

Zendesk Suite offers a bundled approach to customer service, combining several Zendesk products into one package.

Suite Team ($55): This is the starter plan, offering basic ticketing, email, chat, self-service options (help center), and standard bots.
Suite Growth ($89): Builds upon Team, adding features like multiple ticket forms, light agents for limited access, SLAs (service level agreements), customer satisfaction ratings, multilingual support, and business hours functionality.
Suite Professional ($115): This plan caters to growing teams, with features like advanced analytics, side conversations for internal discussions, skills-based routing for efficient ticket assignment, integrated community forums, and HIPAA compliance.
Suite Enterprise (Custom pricing): This plan is designed for larger organizations with complex needs. It includes everything in Professional, plus additional features and higher agent limits (you'll need to contact Zendesk for specifics).
Suite Enterprise Plus (Custom pricing): This is a custom plan for very large enterprises with particular needs. Contact Zendesk for details.

4. Re:amaze

Re:amaze is a multi-channel customer service platform that has everything from live chat and email to SMS and social media customer data in a single interface.

Why users like Re:Amaze?

Key features of Re:amaze

Unified inbox: You can manage customer conversations from email, live chat, social media, and SMS in one place, and make sure nothing gets overlooked.
AI-driven chatbots: Help customers instantly with AI-powered bots that handle common questions.
Proactive messaging: You can send targeted and automated messages based on customer behavior.
Multi-brand management: You can handle support for multiple brands or websites under a single account.
Seamless integrations: Re:amaze has native integrations with popular platforms like Shopify, Slack, and Stripe.

Who is Re:amaze a good fit for?

Ecommerce businesses: Ideal for online stores that need to manage customer interactions across platforms like Shopify, Facebook Messenger, and email.
Startups and small businesses: Perfect for companies looking for affordable, scalable customer service solutions that automate repetitive tasks.
Multi-brand businesses: Useful for companies that manage multiple storefronts or brands.

What are some limitations of Re:amaze?

Unreliable search function: If you're looking for something specific, the search the search feature may not always provide quick or accurate results. [See G2 Review]
Limited label customization: It can be hard to organize messages due to limited label color customization options. [See G2 Review]
Fewer integrations than competitors: Some users have reported that the platform doesn’t offer as many integrations as competitors like Gorgias. [See G2 Review]

Re:amaze Pricing

Re:amaze offers two main pricing structures:

User-based pricing: Plans start at $29 per user per month for the Basic plan, $49 per user per month for the Pro plan, and $69 per user per month for the Plus plan.
Volume-based pricing: Plans start at $59 per month for the Starter plan, which supports up to 500 active conversations.

5. Salesforce Service Cloud

Salesforce Service Cloud helps businesses manage customer support interactions with advanced task automation features and through organizing interactions on different channels.

Why users like Salesforce Service Cloud?

Key features of Salesforce Service Cloud

Case management: Agents can log, track, and resolve customer issues through organized case cohorts to make sure that no complaints go under the radar.
Knowledge base: Provides agents and customers with a centralized hub of helpful articles and guides for faster resolutions.
Service console: Agents can manage multiple cases in one workspace.
Social customer service: Agents can respond to customer requests directly from social media platforms like Facebook and Twitter.
Service analytics: The platform tracks performance metrics like case volume and response times to help improve your support.

Who is Salesforce Service Cloud a good fit for?

Field service teams: Companies that coordinate customer support with field technicians and handle both asset and order management.
Travel and hospitality companies: Airlines and hotels rely on its automated ticketing and case management to improve customer experience.
Manufacturers: It helps manufacturing companies manage service requests and product support by giving them a
360-degree view of customer interactions.

What are some limitations of Salesforce Service Cloud?

Overwhelming features and customization options: Some users feel the platform offers too many features, which can make it difficult to navigate and fully utilize. [See G2 Review]
Dependence on external support for updates: Users often need the help of third-party companies to update or change aspects of the platform. [See G2 Review]
Cluttered user interface: The platform’s UI can feel cluttered and confusing, so it can be hard for beginner users to find what they need quickly. [See G2 Review]

Salesforce Service Cloud Pricing

Salesforce Service Cloud pricing starts at $25 per user per month for the Starter plan, which offers basic case management and support features.

The Service Professional plan costs $80 per user per month and adds more advanced tools like knowledge management and telephone integration.

For larger enterprises, the Enterprise plan is priced at $165 per user per month, while the Unlimited plan offers the full suite of features at $330 per user per month.

6. Intercom

Intercom is another customer communication tool that helps you manage real-time conversations throughout different channels and automate repetitive tasks while keeping customer interactions personal.

Why users like Intercom?

Key features of Intercom

Live chat: You can provide real-time support and engagement directly through your website or mobile app.
Custom bots: Organizations can automate common tasks and customer inquiries with bots that handle requests when agents aren’t available.
Product tours: You can walk new users through your product step-by-step with interactive tours.
Help center: Create a searchable knowledge base where customers can easily find answers to common questions.
Analytics & Reporting: Get detailed insights into customer interactions and team performance to help improve your service quality.

Who is Intercom a good fit for?

Growing SaaS companies: Intercom works well for SaaS businesses that need to scale customer support and maintain high engagement through personalized communication.
Marketing teams: Intercom's segmentation tools give marketing teams the power to target communications based on customer behavior and create more personalized outreach.
Education platforms: EdTech companies use Intercom to handle student questions, provide course information, and address troubleshooting.

What are some limitations of Intercom?

Some features may not always work: Some users have reported that Intercom often fails to send outbound messages, and when this happens, customer support doesn’t offer much help. [See G2 Review]
Poor ticket organization: Organizing tickets is hard because there are no predefined fields, forcing users to rely on tags, which are inefficient for sorting conversations. [See G2 Review]
Frustrating account management and billing: Some customers find it nearly impossible to reach their account manager for billing issues. [See G2 Review]

Intercom Pricing

Take a look at Intercom’s pricing tiers:

Essential Plan: Starting at $29 per user per month, it includes core features like live chat, a shared inbox, and basic reporting tools.
Professional Plan: At $85 per user per month, this plan offers advanced tools such as custom workflows, automation, and enhanced reporting.
Enterprise Plan: Priced from $132 per user per month, it provides top-tier features like AI-driven support, advanced reporting, and extensive customization options.

These plans are billed annually, but you can choose a month-to-month option at a slightly higher rate.

7. Freshdesk

Freshdesk is another popular cloud-based help desk solution that turns scattered customer interactions into an organized workflow by bringing all your support channels under one roof.

Why users like Freshdesk?

Key features of Freshdesk

Email ticketing: You can manage all customer emails in one shared inbox.
Ticket merging: Freshdesk categorizes duplicate tickets from the same customer and combines them to avoid confusion.
Custom ticket fields: You can organize tickets with custom fields to help your team prioritize and route issues quickly.
Time tracking: Track how long each support request takes and improve team efficiency.
Canned responses: Use pre-saved responses to respond quickly while keeping service consistent.

Who is Freshdesk a good fit for?

Nonprofits: Organizations can use Freshdesk’s affordable plans to manage donor and volunteer inquiries.
Growing, bootstrapped startups: Freshdesk is perfect for startups that need a free or affordable plan with basic features, such as ticket management and knowledge base support.
Remote teams: Teams that need a reliable platform with mobile apps to manage queries and provide support from anywhere.

What are some limitations of Freshdesk?

Occasional technical issues: Users have experienced occasional technical problems that can affect the platform’s reliability at times. [See G2 Review]
Lack of folder and macro creation: The inability to create folders or macros frustrates users who want a better organization for managing tickets. [See G2 Review]
Compatibility issues with Microsoft accounts: Freshdesk has problems displaying emails correctly when using Microsoft accounts, particularly in Outlook. [See G2 Review]

Freshdesk Pricing

Freshdesk offers four pricing tiers based on business needs and the number of agents.

The Free plan covers up to 2 agents with basic features. The Growth plan starts at $15 per agent per month (billed annually) or $18 (billed monthly) and includes advanced features such as automation.

The Pro plan is priced at $49 per agent per month (annual billing) or $59 (monthly) and includes tools like reporting and SLA management.

For companies requiring more customization, the Enterprise plan starts at $79 per agent per month (annual) or $95 (monthly), and includes advanced features such as AI-powered support.

8. Front

Front is a robust email and customer interaction platform that can streamline how teams manage their inboxes and communicate with customers.

Why users like Front?

Key features of Front

Shared inboxes: You can handle emails, texts, and other communications from multiple channels in one interface.
Team collaboration: Front lets your team assign tasks, add internal comments, and stay up-to-date on every conversation.
Real-time notifications: Stay on top of important messages with instant alerts for new emails or tasks as they come in.
Customizable templates: Use message templates that fit your style and speed up responses without losing personal touch.
Third-party integrations: Front easily sync’s with tools like Slack, Salesforce, and others to streamline your workflows.

Who is Front a good fit for?

Consulting groups: Consulting firms can use Front to stay on top of client updates and projects, and maintain a clear line of communication across team members.
Legal firms: Law firms use Front to manage client emails and updates, so teams can stay on top of cases without confusion.
Event planners: Front is a perfect fit for event planners who need to coordinate with vendors, clients, and internal teams simultaneously.

What are some limitations of Front?

Filtering inconsistencies: Users have reported that the filtering feature doesn’t always work as expected. [See G2 Review]
Confusing search function: The search function can be confusing and makes it difficult to find specific emails or conversations quickly. [See G2 Review]
Lost archived emails: Archived emails are hard to find and it often leads to unnecessary waste of employee time. [See G2 Review]

Front Pricing

Starter plan: $19 per user per month, for teams of up to 10 users. This plan includes basic email management and collaboration tools.
Growth plan: $59 per user per month. It was designed for growing teams with more advanced needs.
Scale plan: $99 per user per month and best suited for larger teams that need advanced features such as workspaces and user management.
Premier plan: $229 per user per month. Premium offers all of Front’s top of the line features and tools for the high-demand clients.

9. Help Scout

Help Scout is a customer support platform designed for teams that rely heavily on email and want a simpler solution that’s easy to understand.

While other tools can feel like they’re drowning you in features, Help Scout keeps things focused with shared inboxes, an easy-to-use knowledge base, and in-app messaging that makes support feel more personal.

Why users like Help Scout?

Key features of Help Scout

Shared inbox: You can manage all customer communications from email, live chat, and social media in one easy-to-use inbox.
Live chat: With Help Scout’s Beacon chat, you can engage with customers directly on your website.
Automated workflows: You can create automated workflows to assign chats, send follow-up messages, and manage customer interactions better.
AI-powered features: There are AI summarization and assistance tools that help your agents respond more efficiently during customer interactions.

Who is Help Scout a good fit for?

Companies that need quick deployment: Help Scout’s quick setup makes it an good option for companies that want to get their customer support up and running in a short time.
Support teams that rely heavily on email: If your business primarily handles customer interactions through email, Help Scout's email-centric design makes managing conversations a breeze.
Ecommerce brands: With Beacon for live chat and easy integration with popular ecommerce platforms, it’s a great fit for businesses that want to keep things organized while still giving customers that personal touch.

What are some limitations of Help Scout?

Challenging reporting API: Some users mention that connecting to the reporting API can be a bit of a hassle, which makes data integration and analysis a bit harder. [See G2 Review]
Search functionality struggles: Similarly to Front, the search tool can be inconsistent, which slows down the finding specific messages. [See G2 Review]
Outdated design: Many users feel the overall design of Front is outdated. [See G2 Review]

Help Scout Pricing

The Standard plan starts at $75 per month (or $68 if billed annually) and includes essentials like 2 shared inboxes and 1 Docs site for knowledge base creation.

The Plus plan costs $200 per month (or $180 annually) and expands to 5 inboxes and 3 Docs sites, along with more advanced features like custom fields.

For larger teams, the Pro plan is available at $850 per month (or $765 annually) and includes 10 inboxes, 5 Docs sites, and concierge onboarding services.

Each plan provides access to Help Scout's mobile app and 24/6 support.

10. Zoho Desk

Zoho Desk is a versatile help desk solution that simplifies customer service with powerful AI and automation tools. The platform uses intuitive AI that learns from customer interactions to suggest responses which can help teams handle issues faster and keep things running smoothly.

Why users like Zoho Desk?

Key features of Zoho Desk

AI-powered tools: Zoho Desk’s AI categorizes tickets and suggests solutions based on customer history.
Customer self-service portal: You can set up a portal where customers can solve their own issues and simplify things for your support team.
Zoho CRM integration: Zoho Desk connects easily with Zoho CRM and gives you a complete view of customer data across your business.

Who is Zoho Desk a good fit for?

Nonprofits: Charitable organizations can stay on top of donor questions and volunteer coordination through Zoho Desk’s multi-channel support.
Consulting firms: Consulting firms can benefit from Zoho Desk’s detailed reporting and CRM integration to manage client projects.
Logistics and supply chain companies: The tool helps logistics teams track tickets and customer interactions across channels and provides real-time update on shipments.

What are some limitations of Zoho Desk?

It requires some time to get used to: It takes some time to get accustomed to Zoho Desk's features, especially for new users. [See G2 Review]
Confusing pricing structure: Users often find Zoho Desk’s pricing plans complicated and difficult to comprehend. [See G2 Review]
Limited features in Standard plan: The Standard plan offers only basic functionality, and leaves users wanting more. [See G2 Review]

Zoho Desk Pricing

Zoho Desk offers 4 pricing plans:

Free Plan: Supports up to three agents with essential features like ticket tagging and email support.
Standard Plan: Starts at $14 per user per month, and provides multi-channel support, ticket routing, and dashboards.
Professional Plan: Priced at $23 per user per month, includes advanced tools like customer satisfaction surveys and custom roles.
Enterprise Plan: Costs $40 per user per month, with AI-powered automation, advanced analytics, and a 24/7 customer support.

These prices are all based on an annual billing plans.

11. HubSpot Service Hub

HubSpot Service Hub is one of the leading AI-powered customer service platforms that can optimize every stage of the customer journey. HubSpot uses sales, marketing, and service data to give its users a 360-degree overview of customer interaction.

Why do users like HubSpot Service Hub?

Key features of HubSpot Service Hub

Service-level agreement (SLA) management: Make sure that your team meets response time goals by setting up SLA rules and tracking them in real-time.
Playbooks: You can create standardized guides for your support team, so agents can access the right information instantly when they need it.
Conversational intelligence: You can analyze customer interactions with AI tools that provide insights on sentiment and conversation quality.
Integration with third-party tools: HubSpot Service Hub connects easily with other popular tools like Slack, Zoom, and Salesforce.
Customer portal: You can give your customers access to a portal where they can track their support tickets and communicate directly with your team.

Who is HubSpot Service Hub a good fit for?

SaaS companies: SaaS companies benefit from HubSpot’s built-in customer feedback tools and NPS surveys, and use them to improve user satisfaction and reduce churn by addressing customer concerns early on.
Marketing Agencies: Marketing agencies use HubSpot Service Hub’s deep integration with HubSpot CRM to deliver highly personalized, data-driven customer experiences across every touchpoint.
Manufacturing companies: HubSpot Service Hub helps manufacturers manage technical support requests, track customer issues, and use its automation tools to streamline after-sales service.

What are some limitations of HubSpot Service Hub?

Limited survey customizability: The platform's survey tool lacks more extensive customization options. [See G2 Review]
Audience targeting complexity: Setting the right audience for a campaign can be tricky, especially since there’s no easy way to preview or double-check the parameters before launching. [See G2 Review]
Challenges for B2B company use: HubSpot Service Hub sometimes doesn’t meet the needs of B2B companies because its workflow customization options aren't as flexible as these companies require. [See G2 Review]

HubSpot Service Hub Pricing

HubSpot Service Hub offers the following plans::

Free Tools: Free for up to 5 users, this plan covers essential customer service tools like live chat, ticketing, and email support.
Service Hub Starter: $15 per month per seat, includes basics like live chat, ticket automation, conversation routing, and in-app chat support.
Service Hub Professional: $90 per month per seat, and offers more advanced features like a customer portal, feedback surveys, service analytics, and playbooks.
Service Hub Enterprise: $150 per month per seat, with enterprise-level features such as conversation intelligence, single sign-on, custom objects, and admin notifications management.

There's a one-time onboarding fee for the last two plans:

Professional: $1,500
Enterprise: $3,500

12. Kayako

Kayako is a customer service and help desk software that includes tools for ticketing, live chat, and knowledge base management.

Why do users like Kayako?

Key features of Kayako

Multi-brand support: Kayako gives you the option to manage customer support for multiple brands within the same platform.
Ticketing system: You can track, organize, and respond to support requests efficiently with the customizable ticketing tool.
Collaboration tools: Support agents can leave internal notes and tag colleagues within the platform.
Customer satisfaction surveys: You can collect feedback after each interaction to measure customer satisfaction and pinpoint areas that can be improved.
Automation: Set rules for tasks like ticket assignments and reminders, so your team handles critical issues faster.

Who is Kayako a good fit for?

Online gaming platforms: Gaming companies use Kayako’s live chat to provide instant technical support and resolve player issues in real-time.
Luxury retail brands: High-end retailers use Kayako to provide personalized customer service and track VIP customer interactions on different channels.
Managed service providers: MSPs keep track of ongoing client support tasks and manage technical queries through Kayako’s automated ticket system.

What are some limitations of Kayako?

Lack of auto-refresh: Agents need to manually refresh the dashboard to see new updates, which slows down response times. [See G2 Review]
Limited reporting customization: Kayako’s reporting tools lack flexibility and block users from creating more detailed reports. [See G2 Review]
Unexpected price increases: Users report that Kayako raises prices without prior notification. [See G2 Review]

Kayako Pricing

Essential Plan: Priced at $39 per agent/month. This plan includes a ticketing system, unlimited AI-suggested responses, and essential features to kickstart automated customer support.
Professional Plan: Costs $99 per agent/month. It includes all features from the Essential plan plus a knowledge base audit, self-learning mode (up to 100 tickets/month), API access, and multiple chatbots across customer channels.
Enterprise Plan: You’ll need to contact Kayako’s sales team for pricing.

Each plan offers a 14-day free trial for users to explore the platform.

13. LiveAgent

LiveAgent is an easy-to-use customer support platform that offers essential tools such as live chat, ticketing, and social media integrations for managing customer relationships.

Why do users like LiveAgent?

Key features of LiveAgent

SLA management: Teams monitor and meet response time goals to ensure critical issues get resolved quickly.
CRM integration: Agents access customer data synced from CRMs to deliver personalized support.
Workflow automation: The system frees your agents by automating mundane tasks like ticket assignments and follow-ups.
Gamification: Managers can increase agent engagement by awarding badges and tracking performance through a leaderboard.
Spam filters: The system keeps the inbox clean by filtering out spam messages automatically.

Who is LiveAgent a good fit for?

E-learning platforms: Teams can handle student inquiries efficiently through LiveAgent’s ticketing system and live chat.
Property management companies: Property managers address tenant questions and maintenance requests using the platform’s multi-channel support.
Software development firms: Development teams manage bug reports and customer support requests in an organized way using LiveAgent’s ticketing system.

What are some limitations of LiveAgent?

Limited CRM integrations: LiveAgent lacks direct integrations with popular CRM systems, which forces users to rely on third-party solutions for compatibility. [See G2 Review]
Complex interface: Users find LiveAgent’s interface challenging to use at first, which slows down the onboarding process. [See G2 Review]
Missing advanced features: The platform lacks some advanced features that businesses expect in a full-scale customer service solution. [See G2 Review]

LiveAgent Pricing

LiveAgent pricing plans include:

Small Business Plan: Starts at $9/agent per month. This plan includes 3 email accounts, 2 live chat buttons, 10 departments, 1 knowledge base, 50 event rules, customer service, and a white glove setup.
Medium Business Plan: Starts at $29/agent per month. It includes 10 email accounts, 5 live chat buttons, call center support, 20 departments, 150 event rules, 30 time rules, 10 SLA rules, reports, and AI Answer Assistant.
Large Business Plan: Starts at $49/agent per month. It offers everything from the Medium plan plus 150 email accounts, 50 live chat buttons, 3 WhatsApp numbers, 150 departments, 500 event rules, 100-time rules, 50 SLA rules, an audit log, custom roles, and an AI Answer Assistant.
Enterprise Plan: Starts at $69/agent per month. This plan includes 500 email accounts, 100 live chat buttons, 3+ WhatsApp numbers, 300 departments, 1000 event rules, 200-time rules, branding-free, senior account manager, priority support, and AI Answer Assistant.

14. Genesys Cloud CX

Genesys Cloud CX is an advanced AI-powered platform that helps businesses deliver seamless customer and employee experiences across all touchpoints.

Why do users like Genesys Cloud CX?

Key Features of Genesys Cloud CX

Cloud-Native Scalability: Scale operations easily with cloud infrastructure that’s designed to meet both global and local needs, without relying on legacy systems.
Journey Analytics: You can use comprehensive data insights to track, optimize, and orchestrate the full customer journey across touchpoints.
Self-Service Options: Gives your customers the option to resolve issues through AI-driven virtual agents and reduces direct support interventions.
Open API Platform: Integrate third-party tools easily through Genesys’s API-first architecture.
Security and Compliance: The platform relies on top-tier security with features like AES-256 encryption, attack defense automation, and regulatory compliance for secure operations.

Who is Genesys Cloud CX a good fit for?

Government agencies: Suitable for public sector organizations that want to deliver secure, reliable, and accessible services to citizens while meeting compliance requirements across channels.
Automotive companies: Car manufacturers and dealers use Genesys to handle customer queries related to vehicle purchases, service, and warranties.
Banks and financial institutions: Financial institutions can simplify customer service through omnichannel solutions, handling transactions and inquiries while also maintaining data security.

What are some limitations of Genesys Cloud CX?

Lack of detailed audit logs: The audit viewer doesn't provide enough information to identify who made changes or what those changes involved. [See G2 Review]
Weak reporting and dashboards: The reporting and dashboard features lack depth and this limits the insight teams can gather on performance metrics. [See G2 Review]
Occasional call quality issues: Call quality occasionally drops, but this issue happens rarely and doesn’t significantly impact daily operations. [See G2 Review]

Genesys Cloud CX Pricing

Genesys Cloud CX offers three pricing tiers:

Genesys Cloud CX 1: Starts at $75 per user per month. This plan is designed for voice contact centers and includes features like call routing, speech-enabled IVR, outbound campaigns, analytics, and AI-powered tools like predictive engagement and knowledge management.
Genesys Cloud CX 2: Starts at $115 per user per month. This plan is for omnichannel contact centers, including everything from CX 1, plus digital channels, omnichannel routing, and quality assurance.
Genesys Cloud CX 3: Starts at $155 per user per month. It offers full workforce engagement management (WEM) capabilities, including employee performance, resource management, AI-powered forecasting, and advanced analytics.

15. Dixa

Dixa is a conversational customer service platform that focuses on building stronger, personalized connections between brands and customers by connecting all communication channels.

Why do users like Dixa?

Key Features of Dixa

Smart routing: Dixa automatically routes customer questions to the best available agent based on their skill.
Third-party Integrations: You can integrate Dixa with CRMs and other tools to gather customer data in one place.
Co-browsing: Agents can see the customer’s screen in real-time to provide guided support for complex issues.
Data export: You can keep all of you customer data easily accessible with Dixa’s export function for reports and compliance.

Who is Dixa a good fit for?

Hospitality businesses: Hotels and resorts use Dixa to provide real-time customer support across multiple time zones and languages.
Subscription services: Subscription-based businesses manage customer requests related to billing, cancellations, and upgrades through Dixa’s omnichannel system.
Media and entertainment companies: Streaming platforms use Dixa to support customer questions about subscriptions, account management, and technical issues.

What are some limitations of Dixa?

Inconsistent chat functionality: Users report occasional issues with Dixa’s live chat feature, where responses don’t always load as expected. [See G2 Review]
Limited advanced data access: The platform’s interface lacks deeper statistical tools for power users who require advanced data manipulation through coding or custom functions. [See G2 Review]
Basic analytics features: The available analytics are too limited to provide comprehensive insights for detailed performance tracking. [See G2 Review]

Dixa Pricing

Essential Plan: Starts at $39 per agent per month, this plan includes core features like Dixa Messenger, intelligent routing, conversation timeline, advanced search, and side conversations.
Growth Plan: Starts at $89 per agent per month and offers all the features of the Essential plan plus omnichannel support (email, phone, chat, social media), external knowledge base, callback, language detection, and CSAT measurement.
Ultimate Plan: Starts at $139 per agent per month and includes everything from Growth, with additional features like advanced automation, routing with external data, knowledge-centered service, and agent identity with SCIM.
Custom Plan: Custom pricing with all features from the Ultimate plan, including custom API limits, Knowledge API, and specialized integration support for unique business needs.

16. Tidio

Tidio is an all-in-one customer support platform that combines live chat, AI-powered chatbots, and helpdesk tools in one user-friendly interface. It also uses natural language processing (NLP) to handle most customer interactions autonomously and reduce the need for human intervention.

Why do users like Tidio?

Key Features of Tidio

Lyro AI Chatbot: Automate up to 70% of customer queries with Tidio’s Lyro AI, which learns from interactions and continuously improves responses.
Proactive Engagement: Send automatic chat invitations based on visitor behavior, and increase customer engagement before they reach out.
Email Marketing Automation: Companies can set up automated workflows to send welcome emails, promotional campaigns, and order confirmations.
Ticketing System: You can convert chats and emails into tickets to focus issue tracking and make sure no customer request is left unresolved

Who is Tidio a good fit for?

Small businesses: Startups can use Tidio’s free plan to manage customer communication across multiple channels without breaking the bank.
Real estate agents: Realtors capture leads and schedule viewings through automated chatbots.
Fitness studios: Gyms and fitness centers manage bookings and client queries through automated workflows in Tidio’s chat interface.

What are some limitations of Tidio?

Occasional Slowness: Users report that Tidio sometimes runs slowly, which impacts response times during customer interactions. [See G2 Review]
Limited Customization: While customization options are available, they often feel restrictive for users with specific design requirements. [See G2 Review]
Confusing Pricing Structure: Tidio’s pricing model confuses many users due to varying factors like the number of websites, and conversations. [See G2 Review]

Tidio Pricing

Essential Plan: Starts at $39 per agent per month and includes Dixa Messenger, intelligent routing, conversation timeline, and advanced search.
Growth Plan: Starts at $89 per agent per month and includes everything on the Essential plan, and adds omnichannel support (email, phone, Messenger, WhatsApp), callback, and CSAT measurement.
Ultimate Plan: Starts at $139 per agent per month and includes advanced features like routing with external data, automation, and knowledge-centered service.
Custom Plan: Designed for unique business needs and provides additional features like custom API limits and specialized integration.

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