20 beste Gladly-Alternativen im Test 2026
Beste Gladly-Alternativen im Überblick
Hier ist meine Kurzliste der besten Gladly-Alternativen:
Als Customer Experience Manager jonglierst du wahrscheinlich mit mehreren Herausforderungen – von der Bewältigung hoher Anfragevolumina bis zur Sicherstellung eines konsistenten Supports über verschiedene Kanäle hinweg. Falls du bislang Gladly nutzt, aber merkst, dass es nicht ganz den Anforderungen deines Teams entspricht, bist du nicht allein. Viele suchen Alternativen, um spezifische Herausforderungen wie Integrationsmöglichkeiten oder branchenspezifische Anforderungen besser zu meistern.
Meiner Erfahrung nach kann die richtige Customer-Service-Plattform einen großen Unterschied machen. Ich habe verschiedene Optionen unabhängig getestet und bewertet, um dir möglichst objektive Einblicke zu geben.
In diesem Artikel teile ich meine besten Gladly-Alternativen. Du erhältst Einblicke, welche Tools dein Team besser unterstützen und deine Kundeninteraktionen verbessern könnten. Schauen wir uns Lösungen an, die deine individuellen Geschäftsherausforderungen adressieren können.
Was ist Gladly?
Gladly ist eine Kundenservice-Plattform, die Teams unterstützt, Interaktionen über verschiedene Kanäle hinweg zu verwalten. Sie wird häufig von Kundenservice-Fachkräften genutzt, um personalisierten und effizienten Support zu bieten. E-Mail-, Chat- und Voice-Funktionen schaffen ein einheitliches Erlebnis sowohl für Agents als auch für Kunden. Insgesamt punktet Gladly durch zentralisierte Kommunikation und eine erhöhte Kundenzufriedenheit.
Zusammenfassung: Beste Gladly-Alternativen
Diese Vergleichstabelle fasst die wichtigsten Preisinformationen meiner Top-Gladly-Alternativen zusammen, damit du die passende Lösung für dein Budget und deinen Bedarf findest.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for AI-driven eCommerce support | 14-day trial + free demo available | From $24/user/month | Website | |
| 2 | Best for unified support channels | Free demo available | From $26/user/month (billed annually) | Website | |
| 3 | Best for eCommerce customer support | Free trial + free demo available | From $10/month | Website | |
| 4 | Best for versatile AI support solutions | Free demo available | From $24/user/month (billed annually) | Website | |
| 5 | Best for integrated customer messaging | Free demo + 14-day free trial available | From $0.99/ AI resolution | Website | |
| 6 | Best for CRM-integrated service | Free demo available | From $89/user/month (billed annually) | Website | |
| 7 | Best for AI-driven customer experience | Free demo available | From $119/user/month | Website | |
| 8 | Best for AI-driven ticket management | 14-day free trial | $79/month (plus $1 for every AI resolved ticket) | Website | |
| 9 | Best for AI-enhanced knowledge management | Free demo available | Pricing upon request | Website | |
| 10 | Best for scalable cloud contact centers | Free demo available | From $75/user/month | Website |
Why Trust Our Software Reviews
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Hiver
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Creatio CRM
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monday service
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Gladly-Alternativen im Test
Im Folgenden findest du meine detaillierten Zusammenfassungen der besten Gladly-Alternativen aus meiner Shortlist. Die Reviews bieten einen tiefen Einblick in die wichtigsten Funktionen, Vor- und Nachteile, Integrationen und idealen Einsatzbereiche jedes Tools, damit du leichter entscheiden kannst.
Richpanel is a customer support platform built for eCommerce teams that need to manage orders and conversations in one place. It helps your team handle support across chat, email, and self-service tools tied to shopper activity.
Why it's a good Gladly alternative: Richpanel uses AI to help your team automate common eCommerce requests, which fits the need for AI-driven eCommerce support. You can create self-service flows that let shoppers track orders, request returns, or solve simple issues without waiting. Its agent console shows order details and past activity, so your team can reply with the right context. You also get AI suggestions that help your team answer faster and stay consistent across channels.
Standout Features & Integrations:
Features include a customer portal that lets shoppers manage their own orders, performance dashboards that help your team track work, and routing tools that send conversations to the right people.
Integrations include Shopify, WooCommerce, Klaviyo, Gmail, Facebook, Instagram, and Recharge.
Pros and cons
Pros:
- Helpful views for repeat issues
- Scales well with order volume
- Strong tools for eCommerce flows
Cons:
- Analytics need deeper tuning
- Custom flows need testing
Re:amaze is a customer support platform built for teams that want all conversations handled in one place. It helps your team manage email, chat, social messages, and updates from a single dashboard.
Why it's a good Gladly alternative: Re:amaze brings your support channels together so your team can reply from one shared inbox. Its chat features help you answer questions quickly without moving between tools. Automation rules help you route messages and keep your workload organized across channels. You also get status updates and notifications that help your team stay aligned when customers need help in real time.
Standout Features & Integrations:
Features include chatbots that handle basic questions for your team, customer journey tracking that shows where each person is in the process, and workflow tools that help you manage repeat tasks.
Integrations include Shopify, BigCommerce, WooCommerce, Klaviyo, Mailchimp, Stripe, Smile.io, ReCharge, and Google Analytics.
Pros and cons
Pros:
- Knowledge base feature
- Real-time live chat support
- Hyper-personalized customer experiences
Cons:
- Reporting and analytics features are less mature than those of larger platforms
- Limited customization options
Gorgias is a helpdesk platform built for eCommerce teams to manage support across email, chat, social, SMS, and voice in one place. It’s designed for online stores needing to handle customer questions, order issues, and returns — all tied to actual store data.
Why it's a good Gladly alternative: Gorgias uses AI to automate replies, tag tickets, and handle common tasks so your team spends less time on repetitive work. It shows full customer details like order history, subscription info, and past purchases in the support window, so you have everything you need to help a shopper. You can update orders, issue refunds, or change shipping without leaving the helpdesk, which keeps support and order management connected.
Standout Features & Integrations:
Features include auto-tagging and AI-driven ticket classification to sort issues fast, macros and rules to quickly handle common requests like returns or order status, and a help-center widget so customers can self-serve before contacting support.
Integrations include Shopify, Adobe Commerce, BigCommerce, Instagram, Facebook, WhatsApp, Gmail, Mailchimp, Klaviyo, and Yotpo.
Pros and cons
Pros:
- Allows refunds or order edits without leaving the interface
- Handles email, chat, social, SMS, and voice
- AI automation reduces repetitive support tasks
Cons:
- Automation rules can be tricky to set up
- Ticket-based pricing can get unpredictable
HappyFox is a customer support and help desk platform designed to help teams manage tickets across email, chat, phone, social, and web forms. It supports a wide range of service operations, giving your team tools to organize requests, automate tasks, and resolve issues efficiently.
Why it's a good Gladly alternative: HappyFox gives you AI features like automated ticket actions, AI summaries, and sentiment detection, which help your team handle tickets faster. You can set clear workflows, routing rules, and task automation so your support process scales as volume grows. Its unified ticketing system keeps every request organized, regardless of the channel it came from.
Standout Features & Integrations:
Features include canned actions that let you bundle several steps into one click, a self-service knowledge base your customers can use before reaching out, and reporting tools that show your team’s workload and performance.
Integrations include Salesforce, Shopify, Jira, Google Workspace, WhatsApp, Microsoft Teams, FreshBooks, and Zoom.
Pros and cons
Pros:
- Mobile app accessibility
- Customizable dashboard
- Efficient ticket management
Cons:
- May not be suited to small businesses
- Occasional feature updates needed
Intercom is a customer messaging and support platform built for teams that want to manage live chat, email, SMS, and help-desk tickets in one place. It helps your team handle conversations, automate routine tasks, and keep track of support workflows across different channels.
Why it's a good Gladly alternative: Intercom combines messaging, automation, and AI in one inbox, so your team doesn’t have to jump between tools. Its AI features, such as Fin AI Agent and Copilot draft replies, route chats, and handle common questions to cut down routine work. It supports live chat, email, SMS, and help desk tickets in the same workspace, keeping the full context in front of your team.
Standout Features & Integrations:
Features include a shared inbox for all communication channels so you always see the full customer history, automated workflows and assignment rules to route conversations automatically, and a public help center where customers can self-serve without contacting support.
Integrations are available through MCP or API Data Connectors.
Pros and cons
Pros:
- Shared inbox keeps conversation history intact
- AI helps reduce repetitive support tasks
- Unified messaging across channels
Cons:
- Ticketing workflows are more limited than full systems
- Help-desk features may feel basic for complex support
Kustomer is a customer service platform built for teams that need every customer detail in one place. It helps support teams manage conversations while staying tied to CRM data.
Why it's a good Gladly alternative: Kustomer ties your service work to real-time customer records so your team can act with better context. Its timeline view shows every interaction in one thread, helping you handle issues without switching tabs. Automation tools help you route tasks and reduce manual work while staying connected to CRM data.
Standout Features & Integrations:
Features include a customizable dashboard that lets your team personalize the interface according to their needs. The platform's reporting tools provide insights into team performance and customer trends. Additionally, Kustomer offers a unified timeline for each customer, giving your team a complete history of interactions.
Integrations include Shopify, Adobe Commerce, Gmail, and Amazon Connect.
Pros and cons
Pros:
- Helpful CRM linked context
- Easy to adjust workflows
- Strong tools for large teams
Cons:
- Custom options take time to tune
- Setup can feel technical
Five9 is a cloud-based contact-center platform that helps teams handle calls, chats, emails, SMS, and social messaging from one system. It’s built for organizations that need a wide range of contact-center functions like inbound/outbound calls, digital support, and AI-powered customer workflows.
Why it's a good Gladly alternative: Five9 offers AI-driven customer service software that includes virtual agents, live agent assist, AI summaries, and sentiment-based routing to reduce repetitive work and optimize response times. Its platform brings voice and digital channels together, giving teams a unified customer communication experience without juggling multiple tools. As a SaaS customer service tool, Five9 also provides call scripting, workforce management, and detailed metrics to help you keep operations organized and improve the support tickets user experience.
Standout Features & Integrations:
Features include intelligent virtual agents for self-service, real-time call and chat analytics and reporting, and tools for call quality monitoring and workforce management for scheduling and performance tracking.
Integrations include Salesforce, Zendesk, Microsoft Dynamics 365, Oracle, and ServiceNow.
Pros and cons
Pros:
- Both inbound and outbound support
- Supports voice, chat, email, SMS, and social messaging
- AI tools reduce repetitive support work
Cons:
- Might be overkill for small teams
- Requires a higher budget compared to simpler
Kayako is a customer service platform built for teams that need a shared space to manage conversations. It helps support teams handle messages across email, chat, and other channels in one place.
Why it's a good Gladly alternative: Kayako gives you AI-driven tools that help your team move faster when you’re handling tickets. You get features like automated conversation routing and instant context, so you don’t waste time digging through old threads. Its AI suggestions help your team resolve issues with fewer steps, which fits the need for AI-driven ticket management.
Standout Features & Integrations:
Features include a shared inbox that keeps every message in one view, detailed conversation histories that show you the full customer path, and self-service help center tools that let your team publish answers quickly.
Integrations are available through the open APIs.
Pros and cons
Pros:
- Smooth onboarding for support agents
- Flexible settings you can tweak
- Easy setup for new teams
Cons:
- Custom rules need patience to build
- Some features feel heavy at first
Knowmax is a knowledge management platform built for support teams that need clear, organized information for daily work. It helps your team create, share, and use knowledge across channels.
Why it's a good Gladly alternative: Knowmax uses AI to help your team find answers faster and keep knowledge up to date without extra steps. You can build guided workflows that show agents what to do next, which supports AI-enhanced knowledge management. Its decision trees help reduce mistakes and make complex tasks easier for your team. You also get quick content creation tools that help you turn expert knowledge into structured guides your agents can use right away.
Standout Features & Integrations:
Features include visual how-to guides that help your team explain steps clearly, feedback tools that show you what content needs work, and analytics that help you see what knowledge your team uses the most.
Integrations include Salesforce, Freshdesk, Zendesk,, Genesys, Talkdesk, and Exotel
Pros and cons
Pros:
- Insightful analytics
- Customizable knowledge base
- Efficient decision tree creation
Cons:
- Occasional feature updates needed
- Complexity in initial setup
Genesys Cloud CX is a cloud-based contact center platform built for organizations that need to handle voice, chat, email, SMS, and other customer interactions in one place. It helps teams manage inbound and outbound calls, digital messaging, routing, and support workflows, all through a unified system.
Why it's a good Gladly alternative: Genesys Cloud CX uses AI routing, virtual agents, and automation to help your team scale support without adding extra systems. It includes tools for routing, quality monitoring, predictive engagement, and workforce management so your operations grow smoothly. The platform handles voice and digital channels in one place, removing the need for separate tools.
Standout Features & Integrations:
Features include automatic call distribution (ACD) and IVR for voice handling, workforce forecasting and scheduling to match staffing with demand, and quality-management tools with analytics and recording for performance oversight.
Integrations include Salesforce, Microsoft Dynamics, Zendesk, ServiceNow, Oracle, SAP, SugarCRM, NetSuite, and Google.
Pros and cons
Pros:
- Workforce scheduling adapts to volume changes
- Built-in AI routing and virtual agents
- Handles both voice and digital channels
Cons:
- Usage-based costs can grow with volume
- Some advanced features require add-ons or tokens
Weitere Gladly-Alternativen
Hier sind weitere Gladly-Alternativen, die es zwar nicht auf meine Shortlist geschafft haben, aber dennoch einen Blick wert sind:
- Front
For team collaboration on support
- Talkdesk
For AI-powered contact centers
- Dixa
For B2C brands with AI-driven service
- Freshdesk
For AI-powered customer support
- LiveAgent
For all-in-one support features
- Tidio
For live chat features
- Help Scout
For small business support
- Zoho Desk
For AI-driven ticketing
- Zendesk
For omnichannel support
- HubSpot Service Hub
For integrated CRM solutions
Kriterien für Gladly-Alternativen
Bei der Auswahl der besten Gladly-Alternativen für diese Liste habe ich die häufigsten Bedürfnisse und Schmerzpunkte von Käufern berücksichtigt und insbesondere auf Skalierbarkeit und Integrationsmöglichkeiten geachtet. Außerdem habe ich folgende Kriterien verwendet, um die Bewertung transparent und fair zu halten:
Kernfunktionen (25 % der Gesamtbewertung):
Um in diese Liste aufgenommen zu werden, musste jede Lösung diese Anwendungsfälle abdecken:
- Kundenanfragen verwalten
- Multi-Channel-Kommunikation unterstützen
- Ticketsysteme bereitstellen
- Berichte und Analysen liefern
- Team-Zusammenarbeit fördern
Herausragende Zusatzfunktionen (25 % der Gesamtbewertung):
Zur weiteren Auswahl habe ich nach besonderen Alleinstellungsmerkmalen gesucht wie:
- KI-basierte Automatisierung
- Anpassbare Dashboards
- Erweiterte Analytik
- Integrierte Chatbots
- Echtzeit-Kunden-Insights
Benutzerfreundlichkeit (10 % der Gesamtbewertung):
Folgende Punkte habe ich bei der Usability geprüft:
- Intuitive Oberfläche
- Leichte Navigation
- Anpassungsoptionen
- Mobile Erreichbarkeit
- Mechanismen für Nutzerfeedback
Onboarding (10 % der Gesamtbewertung):
So habe ich das Onboarding bei jeder Plattform bewertet:
- Verfügbarkeit von Trainingsvideos
- Interaktive Produkttouren
- Zugriff auf Vorlagen
- Chatbot-Unterstützung
- Webinare und Live-Demos
Kundensupport (10 % der Gesamtbewertung):
So habe ich den Support der Anbieter bewertet:
- 24/7-Erreichbarkeit
- Multi-Channel-Support
- Reaktionszeiten
- Zugang zur Wissensdatenbank
- Dedizierte Account Manager
Preis-Leistungs-Verhältnis (10 % der Gesamtbewertung):
So wurde das Preis-Leistungs-Verhältnis bewertet:
- Preistransparenz
- Funktionsumfang im Verhältnis zum Preis
- Skalierbarkeit der Tarife
- Rabatte für Langzeitverträge
- ROI-Potenzial
Kundenbewertungen (10 % der Gesamtbewertung):
Für einen Eindruck der Gesamtzufriedenheit habe ich besonders auf Folgendes in Kundenrezensionen geachtet:
- Allgemeine Zufriedenheitsbewertung
- Feedback zu Funktionen
- Kommentare zum Support
- Benutzerfreundlichkeit
- Empfehlungen und Weiterempfehlungen
Warum sollte man nach einer Gladly-Alternative suchen?
Obwohl Gladly eine gute Kundenservice-Plattform ist, gibt es viele Gründe, warum Nutzer nach alternativen Lösungen suchen. Vielleicht möchtest du Gladly ablösen, weil …
- du mehr Integrationsmöglichkeiten benötigst
- dein Team erweiterte Analysen benötigt
- du eine bessere Skalierbarkeit suchst
- du ein einfacheres User Interface wünschst
- dein Budget begrenzt ist
- du branchenspezifische Funktionen benötigst
Falls du dich hier wiedererkennst, bist du hier genau richtig. Auf meiner Liste findest du mehrere Plattformen für den Kundensupport, die besser für Teams geeignet sind, die mit Gladly an genau diesen Punkten Herausforderungen haben und deshalb nach Alternativen suchen.
Gladly: Wichtige Funktionen
Hier sind einige der wichtigsten Funktionen von Gladly, damit du vergleichen kannst, was alternative Lösungen leisten:
- Integrierte Kommunikation: Unterstützt Sprache, Text/SMS, Chat, soziale Medien und E-Mail ohne Drittanbieter-Tools.
- Wissensdatenbank: Bietet ein Self-Service-Help-Center für FAQ.
- Liveboards: Bieten Echtzeit-Updates zu Performance und Agentenaktivitäten.
- Sichere Zahlungen: Erlaubt Kreditkartenabwicklung direkt über Nachrichten.
- Proaktive Kommunikation: Sendet Kunden rechtzeitig Updates über verschiedene Kanäle.
- Intelligentes Routing: Ordnet Kunden den richtigen Agents je nach Expertise und Kundenwert zu.
- Chat-Funktionen: Ermöglichen schnellen Zugang zu FAQ und Agenten-Support.
- Schnellantwort-Optionen: Bearbeiten Kundenanfragen mit vordefinierten Antwortmöglichkeiten.
- Kontextuelle Rückrufoptionen: Agents können Kundenprobleme klären, bevor sie zurückrufen.
- Agenten-Status: Agents können ihren Arbeitstag mit anpassbaren Statusoptionen tracken.
Was kommt als Nächstes?
Wenn du dich gerade über Kundenservice-Plattformen informierst, verbinde dich mit einem SoftwareSelect-Berater für kostenlose Empfehlungen.
Du füllst ein Formular aus und führst ein kurzes Gespräch, in dem die Berater gezielt auf deine Anforderungen eingehen. Anschließend erhältst du eine Shortlist an Software-Vorschlägen zur Überprüfung. Die Experten unterstützen dich sogar durch den gesamten Auswahlprozess – bis hin zu Preisverhandlungen.