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June 6, 2024
XX min read

Zendesk vs Gladly


Zendesk and Gladly are leading customer service platforms designed to help businesses manage and resolve customer inquiries efficiently. With service excellence being the cornerstone of customer satisfaction, choosing the right tool is crucial for any enterprise aiming to provide top-notch support.

Zendesk Description

Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. It works right out-of-the-box, making it simple to modify in the event of business changes. Zendesk leverages cutting-edge AI, built on billions of customer interactions, to resolve issues faster and more accurately across the entire service experience—from self-service and agents to admins. This enables businesses to grow and operate efficiently at scale.

Gladly Description

Gladly is a radically personal customer service platform built around people, not cases or tickets. It empowers customer service agents by enabling lifelong, channel-independent conversations, complete with all the context needed to build lasting connections and loyalty. Gladly has helped brands like Ralph Lauren, Allbirds, and Ulta Beauty to increase customer lifetime value and loyalty through exceptional service experiences.

Zendesk Overview

Key Features

  • AI-Powered Solutions: Zendesk is equipped with advanced AI tools that streamline customer service by providing instant answers and automating repetitive tasks.
  • Ease of Setup and Scalability: The platform is designed for quick implementation and can be easily scaled to meet growing business needs.
  • Omni-Channel Support: Zendesk supports multiple communication channels, including email, chat, phone, and social media, integrating these interactions into a unified platform.
  • Self-Service Options: The platform includes a robust knowledge base and community forums that enable customers to find answers on their own.
  • Analytics and Reporting: Zendesk provides in-depth analytics and reporting tools to measure the performance of customer support teams and understand user behavior.
  • Customizability: Businesses can easily modify the user interface and workflows to suit their unique needs.

Gladly Overview

Key Features

  • Conversation-Centric Platform: Gladly focuses on people rather than tickets, creating a unified, lifelong conversation with each customer across multiple channels.
  • All-In-One Interface: The platform consolidates all customer service interactions into a single view, enabling agents to manage communications more efficiently.
  • Personalization: Gladly provides agents with a comprehensive history of customer interactions, allowing for personalized service and better customer relationships.
  • Multi-Channel Support: Similar to Zendesk, Gladly supports various communication channels, including voice, email, SMS, and social media.
  • Integrations: Gladly offers numerous integrations with other software systems, enabling seamless data flow and enhanced functionality.
  • Customer Self-Service: The platform supports self-service channels, including knowledge bases and automated responses.


Both Zendesk and Gladly excel in providing comprehensive customer service solutions, and they share several core similarities:

  1. Omni-Channel Support: Both platforms support various communication channels, ensuring that customer inquiries can be handled through their preferred mediums.
  2. Self-Service Options: Each platform offers robust self-service tools, including knowledge bases that enable customers to find answers without direct agent intervention.
  3. AI-Driven Features: Both Zendesk and Gladly incorporate AI to streamline support operations, automate tasks, and provide quick, contextually accurate responses.
  4. Customization and Integrations: Both tools are highly customizable and offer numerous integrations with other systems, ensuring they can adapt to a business's specific needs and enhance their existing workflows.
  5. Analytics and Reporting: Comprehensive analytics and reporting features are available on both platforms, providing insights into customer service performance and customer behaviors.


  1. Platform Focus:
  • Zendesk: Prioritizes a ticket-based system that uses AI to enhance efficiency and accuracy, making it ideal for businesses looking to scale operations.
  • Gladly: Focuses on customer-centric conversations rather than tickets, offering a more personalized customer service experience.

  1. User Experience:
  • Zendesk: Designed for ease of use and quick setup, although its interface can become complex as more features are utilized.
  • Gladly: Simplifies the agent experience by unifying all customer interactions into a single conversation flow, making it straightforward for agents to follow up.

  1. AI Implementation:
  • Zendesk: Employs AI across the entire service experience, from self-service and agent assistance to administrative tasks.
  • Gladly: Uses AI to provide contextual information and assist in creating personalized service experiences but does not emphasize administrative AI functionalities as strongly as Zendesk.

  1. Customer Interaction Model:
  • Zendesk: Uses a case or ticket model to manage customer inquiries, which can be efficient but sometimes impersonal.
  • Gladly: Utilizes a lifelong conversation model, maintaining a single thread of customer interactions for a more personalized experience.

  1. Scalability:
  • Zendesk: Known for its ability to scale smoothly with the growing needs of a business, making it suitable for rapidly expanding companies.
  • Gladly: While it scales, its main advantage is its ability to create loyal customer relationships, which might be more crucial for certain types of businesses.

Pros and Cons



  • AI features enhance efficiency and accuracy.
  • Quick setup and easy scalability.
  • Comprehensive omni-channel support.
  • Robust analytics and reporting tools.
  • Highly customizable with various integrations.


  • The ticket-based model can be impersonal for customer interactions.
  • User interface complexity can increase with more features.
  • Additional costs for advanced features.



  • Focus on personalized, conversation-centric customer service.
  • Simplified user interface with a unified customer interaction view.
  • Strong ability to enhance customer loyalty.
  • Comprehensive support across multiple channels.
  • Personalization features providing detailed customer history.


  • May not scale as efficiently as Zendesk for rapidly growing companies.
  • AI implementation is less comprehensive in administrative functionalities.
  • Requires a more hands-on approach for initial setup and customization.

Use Cases


Ideal for:

  • Companies looking to rapidly scale their customer service operations while maintaining efficiency.
  • Businesses that require advanced AI-driven solutions for various aspects of customer service.
  • Organizations needing robust analytics and reporting tools to continuously improve service quality.
  • Enterprises that prefer a ticket-based system to manage high volumes of customer inquiries.


Ideal for:

  • Businesses focusing on building long-term customer relationships and loyalty.
  • Companies that want to emphasize personalized customer service experiences.
  • Organizations that value a unified, lifelong conversation model over a traditional ticketing system.
  • Brands looking to empower their customer service teams with comprehensive customer interaction histories.


Comparing Zendesk and Gladly reveals that both platforms offer powerful tools tailored to different needs in the customer service arena. Zendesk excels in scalability, AI capabilities, and operational efficiency, making it a solid choice for businesses looking to streamline and grow their customer service efforts. Conversely, Gladly shines in providing a personalized, customer-centric service experience aimed at fostering long-term loyalty and satisfaction.

Choosing between Zendesk and Gladly ultimately depends on your business priorities:

  • If you need a solution that scales effortlessly, provides robust AI features, and offers comprehensive analytics, Zendesk is a suitable choice.
  • If your focus is on building meaningful, long-lasting customer relationships through personalized interactions, Gladly stands out as the ideal platform.

Key takeaways 🔑🥡🍕

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