Stuck choosing between Gladly and Freshworks because pricing plans feel confusing and reviews are mixed?
Pick the right one and you stop tool hopping and start helping customers faster. Both promise smart support, shared inboxes, and quick answers, but which fits your team? This guide keeps it simple, so you can choose with confidence.
We’ll cover:
Key features and strengths
Pricing and which offers better value
User reviews and the best fit for your needs
Why Ringly.io is the better choice ; )
Built for e-commerce
With experience in both AI and e-commerce, we set out become the best AI phone agent platform for online stores.
Stupid-simple user interface
Super easy to work with, and you can set it up without being tech savvy. If you create a free account you can see it for yourself though!
Quick and easy setup
Our pre-trained AI phone support agent and will have your online store automated in minutes.
Founded in San Francisco, California in 2014 by Joseph Ansanelli, Michael Wolfe, and Dirk Kessler, Gladly is a customer service software platform built to unify all customer conversations across channels like voice, email, chat, SMS, and social messaging in a single, seamless timeline. Gladly’s core mission is to put people—not tickets—at the center of every interaction, helping brands deliver radically personal and efficient support experiences.
Trusted by over 200 brands and empowering more than 10,000 customer service professionals, Gladly is designed for B2C companies and ecommerce teams that demand operational efficiency and a human touch. Key features include native omnichannel support, AI-powered conversation management, real-time reporting, CRM integrations, and a single lifelong conversation view for each customer. Gladly has powered over 240 million conversations and is recognized for driving significant cost savings and higher customer satisfaction for its users.
In the following section, we’ll break down Gladly’s features, pros and cons, pricing, and user reviews, comparing them with Freshworks and Ringly.io to help you evaluate the best fit for your business needs.
Gladly Features
Gladly Omnichannel Communication centralizes voice, chat, SMS, email, and social messaging so agents manage all interactions in one workspace.
Gladly Intelligent Routing & Escalation directs contacts to the best available or previously engaged agent, reducing handoffs and accelerating resolution of complex issues.
Gladly Answers & Knowledge Base delivers consistent information across channels by powering FAQs and agent responses from a single source of truth.
Gladly AI Copilot / Sidekick Automation Platform automates routine tasks alongside agents and escalates complex issues appropriately, improving response speed while maintaining human oversight.
Gladly Reporting & Analytics (Insight Builder) tracks metrics like resolution rates and trending topics in real time to inform staffing, training, and process improvements.
Suitable for support teams handling high-volume multichannel interactions that require unified communications, efficient routing, strong knowledge tools, selective AI automation, and real-time analytics.
Gladly: Key Pros and Cons
Pros
More personal responses, Unified customer profile, shows every interaction in one view and contrasts with Ringly.io’s emphasis on notification and analytics controls.
Faster handling, Omnichannel switching, lets agents move across email, chat, SMS, social, and voice without losing context, while Ringly.io focuses more on performance at scale.
Quicker onboarding, Intuitive interface, helps new agents ramp fast with minimal training, compared with Ringly.io’s setup time for analytics dashboards.
Higher message quality, Built-in AI writing aids, improves tone and clarity for teams including ESL members, unlike Ringly.io’s analytics-centered toolkit.
Less repetitive work, Automation and routing, uses macros and prioritization to streamline tasks, whereas Ringly.io invests more in insights than case automation.
Cons
Slower during spikes, Peak-time performance, can lag with many conversations open, while Ringly.io is positioned for smoother load handling.
Blocked context, Pop-up notifications, overlays can obscure customer details, and Ringly.io emphasizes tighter notification controls.
Shallow insights, Reporting suite, lacks depth for agent and longitudinal metrics compared with Ringly.io’s deeper dashboards.
Workflow friction, Stability and drafts, occasional refreshes or template issues disrupt work, while Ringly.io targets reliability depending on setup.
Missing conveniences, Presence, signatures, screenshot pasting, make follow-ups harder, and Ringly.io may prioritize analytics over these utilities.
Best for teams wanting a unified, conversational view with fast onboarding; consider alternatives like Ringly.io if advanced analytics, stronger notification control, or high-volume performance are your top priorities.
Founded in 2010 in Chennai, India, by Girish Mathrubootham and Shan Krishnasamy, Freshworks is a leading cloud-based software company specializing in AI-powered customer support, CRM, and IT service management solutions. The company has grown rapidly, serving over 50,000 customers worldwide, including major brands like Honda and Cisco.
Freshworks offers a comprehensive suite of products such as Freshdesk for customer support, Freshsales for CRM, and Freshservice for IT management, designed to simplify and enhance customer and employee experiences. Its user-friendly platform integrates AI and automation to help businesses deliver efficient, personalized service at scale.
In the following section, we will explore Freshworks’ features, pros and cons, pricing, and user reviews, comparing them with Gladly and Ringly.io to highlight their respective strengths and weaknesses.
Freshworks features
Freshworks Omnichannel Support centralizes chat, email, SMS, and social interactions in one workspace for consistent handling and unified context.
Freshworks Advanced Ticketing & Workflow Automation uses escalation rules, custom fields, split or merge, and scenario automations to streamline complex case management.
Freshworks AI-Powered Assistance accelerates resolution with automated routing, suggested responses, and task automation across channels.
Freshworks Marketplace Integrations & Extensibility connects with over 1000 apps to enrich customer data and trigger actions in CRMs, commerce platforms, and other tools.
Freshworks Self-Service Knowledge Base supports 40-plus languages with a five-level hierarchy so customers find answers independently and agents reuse approved content.
Best for support teams handling high-volume, multi-channel inquiries that require advanced workflow automation, deep integrations, and multilingual self-service.
Freshworks: Key Pros and Cons from User Feedback
Pros
Faster onboarding, intuitive interface, cuts training time for new agents compared with more specialized tools like Ringly.io.
Fewer manual tasks, Freddy AI and automation, accelerates follow-ups and routing for larger teams.
Easier app consolidation, Freshworks Marketplace integrations, unifies CRM and support, while Ringly.io focuses more on ecommerce use cases.
Quicker resolutions, ticket management and collaboration, improves response times across email, chat, and phone.
Lower initial spend, entry-level plans, fits lean budgets, though Ringly.io may bundle niche ecommerce features instead.
Cons
Slower responses, customer support, can delay fixes for non-enterprise accounts, whereas Ringly.io is noted for faster help with ecommerce brands.
Disrupted workflows, bugs and performance, cause glitches and occasional downtime.
Limited control, advanced workflow customization, often needs workarounds, while Ringly.io emphasizes easier ecommerce automations.
Rising costs, pricing at higher tiers, scales quickly with users and features.
On-the-go friction, mobile app, lacks some desktop capabilities for field agents.
Freshworks fits SMBs and mid-market teams needing an all-in-one CRM plus support. Consider alternatives like Ringly.io if you want ecommerce-focused automation, faster hands-on support, or more predictable scaling costs.
Pricing - Gladly vs Freshworks
Note: The pricing information below is accurate at the time of writing and may be subject to change. For the most up-to-date pricing, please visit each company's pricing page.
Gladly pricing
Plan Name
Price (per user/mo)
Key Features
Contract Length & Discounts
Hero
$180 (annual, min 10 users)
Multi-channel communication, unified customer view, People Match®, one conversation history, centralized knowledge base, real-time/historical reporting, integrations, Gladly Sidekick, Hero AI
Annual contract required; 10-user minimum. Discounts for annual prepay may bring pricing as low as $155/user/mo with negotiation.
Superhero
$210 (annual, min 45 users)
All Hero features plus enhanced organization, deeper customer history, advanced integrations, more robust analytics
Annual contract required; 45-user minimum. Discounts may be available.
All Growth features, AI scoring, custom sales activities, territory management, sales sequences, advanced workflows
Freshsales
Enterprise
$59
All Pro features, field-level permissions, custom modules, forecasting, sandbox, audit logs
Ringly.io pricing
Ringly.io has simple, usage-based pricing with no hidden fees or long-term commitments. Test drive it risk-free for 14 days, then scale up or down on month-to-month terms—or book a demo for fully tailored enterprise support.
Quick comparison: Gladly excels at conversation-centric support with an intuitive UI, ideal for teams building long-term customer relationships. Freshworks shines with AI automation and robust ticketing for high-volume, multi-channel operations. Choose Gladly for CX depth; choose Freshworks for scale and automation.
What users are saying about Gladly
"Most user friendly platform" – Anonymous Reviewer, Customer Service Lead I've used a number of help desks in my 10+ years in the field... Gladly is the most user friendly platform that facilitates easy communication between myself and clients... It has been great -- we won't be leaving Gladly EVER...
"Inaccurate data across channels" – Anonymous Reviewer, Operations Manager Whenever a customer reaches out to multiple channels, the SLA is counted in each channel so it results to inaccurate data as an agent is only able to assist in one channel at a time...
What users are saying about Freshworks (Freshdesk/Freshchat)
"Significantly enhanced operational efficiency" – Lakshmish SS, Senior BA at Razorpay Freddy AI Copilot has significantly enhanced our organization's operational efficiency by automating over 70% of routine customer queries... This has led to a reduction in resolution time...
"Billing confusion & unexpected charges" – Anonymous Reviewer We have been subscribing to Freshchat's Garden plan ($29) for more than a year now... We received two invoices where our corporate card was charged $175 and $156 respectively... Using support was not helpful enough...
What users are saying about Ringly.io:
Ringly.io is known for its simplicity, and a focus on e-commerce, with features like abandoned cart recovery and order status lookups. It has a 4.8 star rating from 12 reviews on Product Hunt and other platforms.
"it stands out significantly ahead" - Bertrand, Director. We are at the initial stage of testing and have made only a few calls so far. Consequently, I have rated the product with four stars for now. However, I must express that the product has shown significant promise. When compared to competitors, it stands out significantly ahead.
"This is such a great product" - Jim Miranda, Founder. This is such a great product. I have been with you for less than a week and already closed 3 deals with it."
"It really sounds like a human" - Laix, Founder. Tried Ringly.io today and the quality of the phone calls surprises me! It really sounds like a human, and it reacts really fast. Will need to deploy it in action to see the full capabilities.
All three tools help you deliver fast, friendly support. If you want a safe pick for most teams, Ringly.io is the most flexible. It automates calls on day one, fits any team size, and uses simple, usage-based pricing. That keeps costs low early and predictable as you grow.
Who Gladly is best for…
B2C and ecommerce brands that want a single, lifelong conversation view across voice, chat, email, SMS, and social.
Teams with 10 or more agents that are fine with annual contracts and higher per user pricing.
Support leaders who value a people over tickets approach, quick agent onboarding, and built-in AI writing aids.
Companies that want smart routing and a unified knowledge base, and do not need deep analytics.
Who Freshworks is best for…
SMBs and mid-market teams that want an affordable start with room to grow across help desk, CRM, and ITSM.
High-volume, multi-channel support that relies on strong ticketing, workflows, and Freddy AI to speed up routine work.
Teams that need lots of integrations and a multilingual self-service knowledge base.
Companies that accept rising costs at higher tiers in exchange for a broad suite and scale.
Who Ringly.io is best for…
Online stores and DTC brands that want AI phone agents to answer calls, recover abandoned carts, and handle order status 24x7.
Startups and lean teams that need quick setup, a 14-day free trial, and month-to-month, usage-based pricing with no seat minimums.
Growing and enterprise teams that need reliable performance during spikes, clear notification controls, and deeper analytics to track revenue and CSAT.
Any business that wants to cut handle time and costs by automating routine calls while escalating complex issues to humans.
Bottom line: choose Gladly for a unified, human-first inbox, choose Freshworks for robust ticketing and a broad app suite, and choose Ringly.io if you want the overall best mix of automation, flexibility, and price for businesses of any size.
Why Ringly.io is a Better Choice
Highly Rated: 4.8/5
Founded in 2024 in Rotterdam, the Netherlands, by Maurizio Isendoorn and Ruben Boonzaaijer, Ringly.io is revolutionizing e-commerce customer service with AI phone agents. Designed for online businesses, Ringly handles customer calls on autopilot—solving support issues, recovering abandoned carts, and even boosting sales—at just 20% of the cost of human agents.
With 2,300+ customers, Ringly.io is the go-to solution for e-commerce stores looking to scale without scaling their support team. With award-winning technology (BubbleCon 2024's "Most Innovative App"), Ringly.io transforms your phone system into a revenue-driving powerhouse—without the headaches of traditional call centers.
Features that make Ringly.io the #1 alternative to Gladly and Freshworks:
No-code setup, instant results – Ringly.io is ready to go in minutes. Just add your website, docs, or text—no engineering required—and your AI phone agent instantly understands your business. It even updates automatically as your website changes.
AI-powered sales & support – Ringly.io does both inbound and outbound calls. Recover 35%+ of abandoned carts with automated follow-up calls, provide real-time order tracking from Shopify, and convert more customers with personalized AI-driven conversations—not just reactive support.
Advanced analytics for smarter decisions – Ringly.io gives you real-time call data, customer intent tracking, and performance reports—helping you optimize support and sales strategies.
Scalable pricing without enterprise contracts – Ringly.io offers transparent, scalable pricing—pay for what you use, no locked-in contracts.
Conclusion
All three platforms deliver solid customer service software. The right choice depends on whether you prioritize relationship-led CX, enterprise-grade ticketing, or AI automation with simple pricing.
Gladly: Conversation-centric omnichannel support with unified customer profiles. Best when you want human-first service, quick agent onboarding, and a lifelong view of each customer. Choose Gladly if you have 10+ agents, are fine with annual contracts, and don’t need deep analytics.
Freshworks: Robust ticketing, workflows, and marketplace integrations across support, CRM, and ITSM. Ideal for high-volume, multi-channel operations and multilingual self-service. Pick Freshworks if you want an all-in-one suite and can manage rising costs at higher tiers.
Ringly.io: AI phone agents that handle support and sales—recovering carts, checking order status, and answering calls 24/7. No-code setup, real-time analytics, and usage-based pricing for predictable costs. Go with Ringly if you want the best mix of automation, flexibility, and ROI. If you are in e-commerce, pick Ringly.io.
In short, Gladly is great for unified conversations. Freshworks excels at complex ticketing and scale. But for ecommerce automation, faster results, and lower total cost, Ringly.io quietly edges out both.
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