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Compare Gladly and ServiceNow Customer Service Management 
Featured Products
At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Enterprise (60.8% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Gladly
Star Rating
(1,086)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyServiceNow Customer Service Management
Star Rating
(237)4.4 out of 5
Market Segments
Enterprise (60.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementGladly vs ServiceNow Customer Service Management
When assessing the two solutions, reviewers found Gladly easier to use, set up, and administer. Reviewers also preferred doing business with Gladly overall.
- Reviewers felt that Gladly meets the needs of their business better than ServiceNow Customer Service Management.
- When comparing quality of ongoing product support, reviewers felt that Gladly is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Gladly over ServiceNow Customer Service Management.
Pricing
Entry-Level Pricing
Gladly
No pricing availableServiceNow Customer Service Management
No pricing availableFree Trial
Gladly
No trial information availableServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
9.3
782
8.7
162
Ease of Use
9.5
788
8.4
179
Ease of Setup
9.3
298
8.0
118
Ease of Admin
9.2
176
8.4
79
Quality of Support
9.4
746
8.3
144
Has the product been a good partner in doing business?
9.6
176
8.5
81
Product Direction (% positive)
9.4
750
9.2
146
Features by Category
Ticket and Case Management
9.2
195
|
Verified
8.9
62
|
Verified
9.2
193
|
Verified
8.8
62
|
Verified
9.3
206
|
Verified
8.7
62
|
Verified
9.2
202
|
Verified
8.3
59
9.1
173
|
Verified
8.6
61
|
Verified
9.2
196
|
Verified
8.4
60
|
Verified
9.2
193
|
Verified
8.8
59
|
Verified
9.3
202
|
Verified
8.7
59
|
Verified
Generative AI
8.3
62
7.2
34
8.5
64
7.0
33
Agentic AI - Help Desk
8.3
26
7.2
23
8.2
26
7.3
23
8.4
26
7.3
23
Communication Channels
9.4
208
|
Verified
8.6
61
|
Verified
9.5
213
|
Verified
8.6
61
|
Verified
9.5
204
|
Verified
8.0
54
|
Verified
8.9
172
|
Verified
7.4
53
|
Verified
9.1
198
|
Verified
7.7
51
|
Verified
Platform
8.2
140
|
Verified
7.3
55
|
Verified
8.6
252
|
Verified
8.1
62
|
Verified
9.2
155
|
Verified
8.5
61
|
Verified
9.1
154
|
Verified
8.2
60
|
Verified
8.9
152
|
Verified
8.5
61
|
Verified
9.3
153
|
Verified
8.6
62
|
Verified
Channels
9.4
422
Not enough data
9.2
354
Not enough data
9.4
390
Not enough data
9.2
384
Not enough data
9.5
426
Not enough data
Generative AI
8.6
144
Not enough data
Functions
9.0
382
Not enough data
9.1
388
Not enough data
9.1
366
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
342
Not enough data
9.0
374
Not enough data
9.1
366
Not enough data
Agentic AI - Contact Center
7.8
24
Not enough data
8.8
24
Not enough data
8.1
24
Not enough data
8.3
24
Not enough data
Administrative
9.4
393
Not enough data
9.2
344
Not enough data
9.2
380
Not enough data
9.4
381
Not enough data
9.1
346
Not enough data
Workforce Management
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
8.1
24
Not enough data
8.0
23
Not enough data
7.8
21
Administration
Not enough data
8.5
25
Not enough data
8.7
26
Not enough data
8.3
26
Not enough data
8.1
23
Not enough data
8.0
23
Conversational Platform
9.0
300
8.6
6
9.3
276
8.6
6
9.1
276
8.9
6
9.3
247
8.6
6
Support Automation
9.0
291
8.3
6
9.1
282
9.2
6
9.0
269
7.5
6
9.0
253
7.2
6
Generative AI
8.7
105
8.3
5
8.8
106
8.3
5
Customer Support
8.8
55
7.9
13
8.3
51
7.1
12
8.8
53
8.2
13
Automation
8.6
51
8.7
13
8.8
54
8.3
13
8.7
53
8.3
13
Artificial Intelligence
8.5
54
8.5
13
Feature Not Available
8.2
12
8.5
56
8.1
12
Generative AI
8.6
109
8.5
10
8.8
111
8.3
9
7.7
75
8.5
9
Communication
9.4
326
|
Verified
8.3
24
|
Verified
9.2
353
|
Verified
8.9
23
|
Verified
9.2
296
|
Verified
8.5
24
9.3
304
|
Verified
8.4
23
8.7
253
8.2
23
Internal Use
8.6
252
|
Verified
8.1
62
|
Verified
9.2
317
|
Verified
8.6
23
|
Verified
8.8
276
|
Verified
8.3
21
9.4
333
|
Verified
8.9
24
9.3
323
|
Verified
8.5
24
|
Verified
9.3
356
|
Verified
8.5
24
|
Verified
Generative AI
8.9
80
6.9
21
Self-Service Experience
9.4
239
7.9
43
9.2
224
7.8
39
8.8
189
7.4
39
8.9
195
6.4
38
9.0
216
7.7
40
Self-Service Platform
9.3
209
8.0
42
9.2
221
8.0
41
8.9
211
7.6
39
9.2
207
8.0
41
Agentic AI - Customer Self-Service
7.4
16
6.6
15
7.8
16
7.0
15
7.8
16
7.2
15
8.0
16
7.1
15
7.3
16
7.3
15
7.9
16
7.2
15
8.3
16
7.1
15
Generative AI
9.0(won by default)
59
Not enough data
9.1(won by default)
59
Not enough data
Process
9.1(won by 2.2)
177
6.9
7
9.4(won by 0.4)
193
9.0
7
9.4(won by 2.1)
179
7.3
5
Channels
9.7(won by 0.3)
235
9.4
6
9.4(won by 1.7)
187
7.7
5
9.5(won by 1.8)
224
7.7
5
9.3(won by 2.0)
223
7.3
5
9.5(won by 2.0)
225
7.5
6
Insight
9.0(won by 1.8)
195
7.2
6
9.3(won by 2.4)
196
6.9
6
9.3(won by 1.5)
179
7.8
6
9.5(won by 1.2)
180
8.3
7
Generative AI
8.3
43
Not enough data
8.5
44
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.1
13
Not enough data
8.6
12
Not enough data
8.3
12
Not enough data
8.6
14
Not enough data
8.3
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.2
11
Not enough data
8.5
11
Not enough data
8.8
13
Not enough data
Automation
8.7
13
Not enough data
8.2
12
Not enough data
8.2
12
Not enough data
Autonomy
8.3
13
Not enough data
8.6
12
Not enough data
8.2
13
Not enough data
8.5
13
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and ServiceNow Customer Service Management are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Gladly is categorized as Contact Center and AI Customer Support Agents
ServiceNow Customer Service Management is categorized as Contact Center Workforce
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
24.0%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.9%
Information Technology and Services
35.7%
Telecommunications
5.7%
Computer Software
5.7%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.5%
Alternatives
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
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