# Gorgias, Gladly, Drift vs Freshdesk Comparison

| | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.7 out of 5 | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 560 | 1,111 | 1,256 | 3,748 | 
| **Largest Market Segment** | Small-Business (80.9% of reviews) | Mid-Market (60.8% of reviews) | Mid-Market (51.7% of reviews) | Small-Business (48.6% of reviews) | 
| **Entry Level Price** | $10.00 | No pricing available | Starting at $2,500.00 Per Month | $19.00 1 User per month billed annually Per Month | 

---
## Top Pros & Cons

### Gorgias

Pros:
- Ease of Use (28 reviews)
- Integrations (22 reviews)

Cons:
- Learning Curve (8 reviews)
- Missing Features (7 reviews)

### Gladly

Pros:
- Ease of Use (177 reviews)
- Helpful (122 reviews)

Cons:
- Missing Features (37 reviews)
- Learning Curve (27 reviews)

### Drift

Pros:
- Ease of Use (53 reviews)
- Helpful (46 reviews)

Cons:
- Chat Management (10 reviews)
- Learning Curve (9 reviews)

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

---
## Ratings Comparison
| Rating | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
  | **Meets Requirements** | 8.9 (418 reviews) | 9.3 (800 reviews) | 8.7 (1019 reviews) | 8.6 (3280 reviews) | 
  | **Ease of Use** | 9.1 (424 reviews) | 9.5 (806 reviews) | 8.7 (1032 reviews) | 8.9 (3304 reviews) | 
  | **Ease of Setup** | 8.8 (234 reviews) | 9.3 (320 reviews) | 8.4 (508 reviews) | 8.6 (2360 reviews) | 
  | **Ease of Admin** | 9.2 (209 reviews) | 9.2 (177 reviews) | 8.5 (473 reviews) | 8.7 (2199 reviews) | 
  | **Quality of Support** | 9.1 (402 reviews) | 9.4 (763 reviews) | 8.8 (940 reviews) | 8.7 (3179 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.4 (204 reviews) | 9.5 (177 reviews) | 8.9 (472 reviews) | 8.8 (2122 reviews) | 
  | **Product Direction (% positive)** | 8.9 (375 reviews) | 9.4 (768 reviews) | 8.9 (997 reviews) | 8.8 (3249 reviews) | 

---
## Pricing

### Gorgias

#### Entry-Level Pricing

Plan: Starter

Price: $10.00

Description: Includes 50 tickets/mo, +$0.40 for each extra ticket

Key Features:
- Unlimited users
- Facebook & Instagram integrations
-   Live chat & chat campaigns 

[Browse all 5 editions](https://www.g2.com/products/gorgias/pricing)

#### Free Trial

Yes

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Drift

#### Entry-Level Pricing

Plan: Premium

Price: Starting at $2,500.00 Per Month

Description: For small businesses. The right amount of conversational firepower to keep your business growing.

Key Features:
- * Everything in Free, plus:
- Live Chat
- Meetings

[Browse all 3 editions](https://www.g2.com/products/drift/pricing)

#### Free Trial

Yes

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.4/10 | 249 |
| **Gladly** | 9.0/10 | 394 |
| **Drift** | N/A | N/A |
| **Freshdesk** | 8.2/10 | 2591 |

#### Ticket and Case Management

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Ticket creation user experience** | 9.0 (184 reviews) | 9.2 (199 reviews) ✓ Verified | Not enough data | 8.9 (2252 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (185 reviews) | 9.2 (204 reviews) ✓ Verified | Not enough data | 8.8 (2264 reviews) ✓ Verified | 
| **Workflow** | 8.9 (183 reviews) | 9.2 (216 reviews) ✓ Verified | Not enough data | 8.5 (2192 reviews) ✓ Verified | 
| **Response Automation** | 8.6 (173 reviews) | 9.1 (210 reviews) ✓ Verified | Not enough data | 8.5 (2068 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (133 reviews) | 9.1 (176 reviews) ✓ Verified | Not enough data | 8.3 (1810 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.7 (168 reviews) | 9.2 (199 reviews) ✓ Verified | Not enough data | 8.5 (2094 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.0 (172 reviews) | 9.3 (199 reviews) ✓ Verified | Not enough data | 8.7 (2027 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.8 (171 reviews) | 9.3 (211 reviews) ✓ Verified | Not enough data | 8.3 (1378 reviews) ✓ Verified | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | 7.4 (7 reviews) | 8.3 (65 reviews) | Not enough data | 7.3 (331 reviews) | 
| **AI Text Summarization** | 7.4 (7 reviews) | 8.5 (66 reviews) | Not enough data | 7.4 (325 reviews) | 

#### Agentic AI - Help Desk

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | 7.5 (6 reviews) | 8.5 (30 reviews) | Not enough data | 7.2 (58 reviews) | 
| **Natural Language Interaction** | 6.9 (6 reviews) | 8.3 (29 reviews) | Not enough data | 6.9 (57 reviews) | 
| **Proactive Assistance** | 7.5 (6 reviews) | 8.3 (28 reviews) | Not enough data | 7.2 (56 reviews) | 

#### Communication Channels

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Customer Portal** | 9.0 (148 reviews) | 9.4 (209 reviews) ✓ Verified | Not enough data | 8.6 (1926 reviews) ✓ Verified | 
| **Email to Case** | 9.1 (159 reviews) | 9.5 (226 reviews) ✓ Verified | Not enough data | 8.9 (2090 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.8 (152 reviews) | 9.5 (215 reviews) ✓ Verified | Not enough data | 8.4 (1316 reviews) ✓ Verified | 
| **Social Integration** | 8.6 (159 reviews) | 9.0 (176 reviews) ✓ Verified | Not enough data | 8.0 (1191 reviews) ✓ Verified | 
| **Voice** | 8.2 (93 reviews) | 9.1 (205 reviews) ✓ Verified | Not enough data | 7.9 (937 reviews) ✓ Verified | 

#### Platform

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Mobile User Support** | 7.3 (102 reviews) | 8.2 (142 reviews) ✓ Verified | Not enough data | 8.1 (1161 reviews) ✓ Verified | 
| **Customization ** | 8.5 (134 reviews) | 8.6 (253 reviews) ✓ Verified | 8.4 (461 reviews) ✓ Verified | 8.1 (1662 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.9 (145 reviews) | 9.2 (156 reviews) ✓ Verified | Not enough data | 8.6 (1550 reviews) ✓ Verified | 
| **Integration** | 8.7 (143 reviews) | 9.1 (161 reviews) ✓ Verified | Not enough data | 8.3 (1157 reviews) ✓ Verified | 
| **Reporting** | 8.2 (136 reviews) | 8.7 (160 reviews) ✓ Verified | Not enough data | 8.0 (1881 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (139 reviews) | 9.2 (158 reviews) ✓ Verified | Not enough data | 8.3 (1967 reviews) ✓ Verified | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | 8.3/10 | 326 |
| **Freshdesk** | N/A | N/A |

#### Messenger

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 8.5 (204 reviews) ✓ Verified | Not enough data | 
| **AI** | Not enough data | Not enough data | 8.2 (201 reviews) ✓ Verified | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 9.1 (273 reviews) ✓ Verified | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 8.5 (250 reviews) ✓ Verified | Not enough data | 

#### Channels

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Social Media** | Not enough data | Not enough data | 7.9 (116 reviews) ✓ Verified | Not enough data | 
| **Website** | Not enough data | Not enough data | 8.9 (250 reviews) ✓ Verified | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 7.7 (91 reviews) ✓ Verified | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 7.6 (81 reviews) ✓ Verified | Not enough data | 
| **Other** | Not enough data | Not enough data | 7.8 (90 reviews) ✓ Verified | Not enough data | 

#### Customers

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Targeting** | Not enough data | Not enough data | 8.6 (225 reviews) ✓ Verified | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 8.4 (202 reviews) ✓ Verified | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 8.1 (241 reviews) ✓ Verified | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 8.7 (242 reviews) ✓ Verified | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 8.5 (246 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | 

### AI Sales Assistant

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | 8.0/10 | 358 |
| **Freshdesk** | N/A | N/A |

#### Lead Facilitation

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Customer-facing Chatbot** | Not enough data | Not enough data | 8.9 (315 reviews) ✓ Verified | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 8.2 (309 reviews) ✓ Verified | Not enough data | 
| **Lead Follow-up** | Not enough data | Not enough data | 8.2 (288 reviews) ✓ Verified | Not enough data | 
| **Meeting Scheduling ** | Not enough data | Not enough data | 8.7 (305 reviews) ✓ Verified | Not enough data | 

#### Organization

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Opportunity and Pipeline Management ** | Not enough data | Not enough data | 8.0 (265 reviews) ✓ Verified | Not enough data | 
| **Data Entry** | Not enough data | Not enough data | 8.0 (269 reviews) ✓ Verified | Not enough data | 
| **Integrations / APIs** | Not enough data | Not enough data | 8.3 (278 reviews) ✓ Verified | Not enough data | 

#### Performance Analysis

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Coaching ** | Not enough data | Not enough data | 7.8 (241 reviews) ✓ Verified | Not enough data | 
| **Peformance Tracking** | Not enough data | Not enough data | 8.0 (261 reviews) ✓ Verified | Not enough data | 

#### Sales Analysis

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **ROI Forecasting ** | Not enough data | Not enough data | 7.5 (215 reviews) ✓ Verified | Not enough data | 
| **Sales Forecasting ** | Not enough data | Not enough data | 7.7 (221 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.5 (87 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (85 reviews) | Not enough data | 

#### Agentic AI - AI Sales Assistant

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Freshdesk** | 8.0/10 | 404 |

#### Channels

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | Not enough data | Not enough data | 8.4 (358 reviews) | 
| **Open Listening** | Not enough data | Not enough data | Not enough data | 8.0 (334 reviews) | 
| **Physical Media** | Not enough data | Not enough data | Not enough data | 7.5 (324 reviews) | 

#### Design

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Communications Strategy Development** | Not enough data | Not enough data | Not enough data | 8.2 (331 reviews) | 
| **Create Content** | Not enough data | Not enough data | Not enough data | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | Not enough data | Not enough data | 8.3 (356 reviews) | 
| **Inbound Identification** | Not enough data | Not enough data | Not enough data | 8.3 (344 reviews) | 
| **Regulatory Compliance** | Not enough data | Not enough data | Not enough data | 8.4 (332 reviews) | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 7.7 (263 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 7.7 (264 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 293 |

#### Usability

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | Not enough data | 8.7 (263 reviews) | 
| **Supporting Documents** | Not enough data | Not enough data | Not enough data | 8.7 (259 reviews) | 
| **Two-Way Communication** | Not enough data | Not enough data | Not enough data | 8.8 (251 reviews) | 

#### Reporting

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | Not enough data | 8.6 (245 reviews) | 
| **Trend Analysis** | Not enough data | Not enough data | Not enough data | 8.5 (241 reviews) | 
| **Performance Monitoring** | Not enough data | Not enough data | Not enough data | 8.6 (253 reviews) | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 7.5 (178 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 7.5 (178 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Freshdesk** | 8.3/10 | 269 |

#### Productivity Tools

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Notes** | Not enough data | Not enough data | Not enough data | 8.9 (237 reviews) | 
| **Internal Discussion** | Not enough data | Not enough data | Not enough data | 8.7 (222 reviews) | 
| **Assignments and Tasks** | Not enough data | Not enough data | Not enough data | 8.6 (225 reviews) | 
| **Workflows** | Not enough data | Not enough data | Not enough data | 8.7 (229 reviews) | 
| **Templates** | Not enough data | Not enough data | Not enough data | 8.7 (232 reviews) | 
| **Integrations** | Not enough data | Not enough data | Not enough data | 8.3 (209 reviews) | 
| **Tagging System** | Not enough data | Not enough data | Not enough data | 8.7 (227 reviews) | 

#### Analytics

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Trends** | Not enough data | Not enough data | Not enough data | 8.3 (204 reviews) | 
| **Performance Tracking** | Not enough data | Not enough data | Not enough data | 8.5 (214 reviews) | 
| **Email Tracking** | Not enough data | Not enough data | Not enough data | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 6.9 (12 reviews) | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 7.1 (14 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | 9.0/10 | 468 |
| **Drift** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Channels

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Voice** | Not enough data | 9.4 (424 reviews) | Not enough data | Not enough data | 
| **Social** | Not enough data | 9.2 (356 reviews) | Not enough data | Not enough data | 
| **Web Chat** | Not enough data | 9.4 (391 reviews) | Not enough data | Not enough data | 
| **Mobile SMS** | Not enough data | 9.2 (386 reviews) | Not enough data | Not enough data | 
| **Email** | Not enough data | 9.5 (427 reviews) | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text-to-Speech** | Not enough data | 8.6 (146 reviews) | Not enough data | Not enough data | 

#### Functions

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Session Routing** | Not enough data | 9.0 (383 reviews) | Not enough data | Not enough data | 
| **Session Queuing** | Not enough data | 9.1 (389 reviews) | Not enough data | Not enough data | 
| **Concurrent Calling** | Not enough data | 9.1 (368 reviews) | Not enough data | Not enough data | 
| **Speech Analytics** | Not enough data | Feature Not Available | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Feature Not Available | Not enough data | Not enough data | 
| **IVR** | Not enough data | 9.0 (344 reviews) | Not enough data | Not enough data | 
| **Inbound Screen Pop** | Not enough data | 9.0 (376 reviews) | Not enough data | Not enough data | 
| **Persistent Data** | Not enough data | 9.1 (366 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.9 (26 reviews) | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | 8.8 (26 reviews) | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.3 (26 reviews) | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | 8.3 (26 reviews) | Not enough data | Not enough data | 

#### Administrative

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Session Summary Notes** | Not enough data | 9.4 (394 reviews) | Not enough data | Not enough data | 
| **Administrator Access** | Not enough data | 9.2 (344 reviews) | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | 9.1 (379 reviews) | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | 9.4 (382 reviews) | Not enough data | Not enough data | 
| **Agent Scheduling and Assignment** | Not enough data | 9.1 (346 reviews) | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | 8.2/10 | 332 |
| **Freshdesk** | N/A | N/A |

#### Responses

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Customization** | Not enough data | Not enough data | 8.2 (280 reviews) | Not enough data | 
| **Control** | Not enough data | Not enough data | 8.3 (268 reviews) | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 8.4 (303 reviews) | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 8.1 (273 reviews) | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 8.0 (228 reviews) | Not enough data | 

#### Platform

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Live chat** | Not enough data | Not enough data | 8.9 (309 reviews) | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 8.4 (291 reviews) | Not enough data | 
| **Branding** | Not enough data | Not enough data | 8.4 (275 reviews) | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 8.1 (281 reviews) | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 7.9 (240 reviews) | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 8.4 (261 reviews) | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 8.2 (286 reviews) | Not enough data | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (84 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.7 (82 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | 9.0/10 | 348 |
| **Drift** | 8.4/10 | 198 |
| **Freshdesk** | 8.1/10 | 500 |

#### Conversational Platform

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Personalization** | Not enough data | 8.9 (301 reviews) | 8.6 (167 reviews) | 8.3 (432 reviews) | 
| **Omnichannel** | Not enough data | 9.3 (278 reviews) | 8.4 (117 reviews) | 8.3 (378 reviews) | 
| **Contextual Engagement** | Not enough data | 9.1 (276 reviews) | 8.7 (128 reviews) | 8.3 (371 reviews) | 
| **Proactive Engagement** | Not enough data | 9.3 (248 reviews) | 8.6 (92 reviews) | 8.4 (307 reviews) | 

#### Support Automation

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Intelligent Routing** | Not enough data | 9.0 (291 reviews) | Feature Not Available | 8.4 (388 reviews) | 
| **Seamless Escalation** | Not enough data | 9.1 (284 reviews) | 8.4 (147 reviews) | 8.4 (408 reviews) | 
| **Transcripts** | Not enough data | 9.0 (271 reviews) | 8.7 (138 reviews) | 8.3 (373 reviews) | 
| **Self-Serve Support** | Not enough data | 9.0 (255 reviews) | 8.4 (92 reviews) | 8.2 (314 reviews) | 

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.6 (108 reviews) | 7.9 (31 reviews) | 7.4 (207 reviews) | 
| **AI Text Summarization** | Not enough data | 8.8 (108 reviews) | 7.7 (31 reviews) | 7.4 (203 reviews) | 

### Business Scheduling

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | 8.0/10 | 102 |
| **Freshdesk** | N/A | N/A |

#### Integrations

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **MS Teams Integration** | Not enough data | Not enough data | 7.4 (92 reviews) | Not enough data | 
| **Email Integration** | Not enough data | Not enough data | 7.9 (95 reviews) | Not enough data | 
| **Zoom Integration** | Not enough data | Not enough data | 7.8 (91 reviews) | Not enough data | 
| **Google Meet Integration** | Not enough data | Not enough data | 7.3 (88 reviews) | Not enough data | 
| **Salesforce Integration** | Not enough data | Not enough data | 8.0 (95 reviews) | Not enough data | 

#### Branding & Customizatio

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Custom Booking Page** | Not enough data | Not enough data | 8.2 (94 reviews) | Not enough data | 
| **Personalized Links** | Not enough data | Not enough data | 8.3 (93 reviews) | Not enough data | 
| **Personalized Web Embed** | Not enough data | Not enough data | 7.9 (90 reviews) | Not enough data | 

#### Automatic Rules & Configurations

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Set Working Hours** | Not enough data | Not enough data | 8.5 (96 reviews) | Not enough data | 
| **Automatic Updates** | Not enough data | Not enough data | 8.2 (90 reviews) | Not enough data | 
| **Buffer Times** | Not enough data | Not enough data | 8.1 (93 reviews) | Not enough data | 

#### Agentic AI - Business Scheduling

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.4/10 | 7 |
| **Gladly** | 8.6/10 | 63 |
| **Drift** | 8.1/10 | 14 |
| **Freshdesk** | N/A | N/A |

#### Customer Support

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Text** | 8.0 (5 reviews) | 8.7 (57 reviews) | 7.8 (12 reviews) | Not enough data | 
| **Speech** | 7.3 (5 reviews) | 8.4 (53 reviews) | 7.8 (12 reviews) | Not enough data | 
| **Knowledge Base** | 8.7 (5 reviews) | 8.8 (54 reviews) | 8.1 (12 reviews) | Not enough data | 

#### Automation

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Ticket Resolution** | 8.9 (6 reviews) | 8.6 (53 reviews) | 8.2 (11 reviews) | Not enough data | 
| **Customization** | 8.9 (6 reviews) | 8.8 (56 reviews) | 8.3 (13 reviews) | Not enough data | 
| **Intelligent Routing** | 8.7 (5 reviews) | 8.8 (55 reviews) | 8.3 (12 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Learning** | 8.9 (6 reviews) | 8.5 (54 reviews) | 7.7 (13 reviews) | Not enough data | 
| **Language** | 8.7 (5 reviews) | Feature Not Available | 8.2 (13 reviews) | Not enough data | 
| **Conversational AI** | 7.3 (5 reviews) | 8.5 (56 reviews) | 8.3 (14 reviews) | Not enough data | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | 7.8/10 | 31 |
| **Freshdesk** | N/A | N/A |

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (31 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.9 (30 reviews) | Not enough data | 

#### Agentic AI - Bot Platforms

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.6/10 | 246 |
| **Gladly** | 9.0/10 | 447 |
| **Drift** | 8.2/10 | 598 |
| **Freshdesk** | 8.4/10 | 1886 |

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | 8.5 (14 reviews) | 8.6 (111 reviews) | 7.7 (83 reviews) | 7.8 (116 reviews) | 
| **AI Text Summarization** | 8.6 (14 reviews) | 8.8 (113 reviews) | 7.7 (81 reviews) | 7.9 (114 reviews) | 
| **AI Text-to-Speech** | 7.6 (14 reviews) | 7.8 (77 reviews) | 7.3 (81 reviews) | 7.6 (113 reviews) | 

#### Communication

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Pop-up Chat** | 8.9 (170 reviews) | 9.4 (328 reviews) ✓ Verified | 9.2 (543 reviews) ✓ Verified | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | 8.6 (182 reviews) | 9.2 (355 reviews) ✓ Verified | 8.5 (539 reviews) ✓ Verified | 8.7 (601 reviews) ✓ Verified | 
| **Targeted Emails** | 8.5 (124 reviews) | 9.2 (298 reviews) ✓ Verified | 7.8 (323 reviews) ✓ Verified | 8.7 (494 reviews) ✓ Verified | 
| **In-App Messaging** | 8.6 (122 reviews) | 9.3 (306 reviews) ✓ Verified | 8.6 (414 reviews) ✓ Verified | 8.5 (199 reviews) | 
| **Co-Browsing** | 8.6 (96 reviews) | 8.7 (255 reviews) | 7.9 (189 reviews) | 8.2 (202 reviews) | 

####  Internal Use

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Customization ** | 8.5 (134 reviews) | 8.6 (253 reviews) ✓ Verified | 8.4 (461 reviews) ✓ Verified | 8.1 (1662 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.9 (152 reviews) | 9.2 (319 reviews) ✓ Verified | 8.7 (470 reviews) ✓ Verified | 8.6 (203 reviews) | 
| **Lead Development** | 8.7 (113 reviews) | 8.8 (278 reviews) ✓ Verified | 8.5 (471 reviews) ✓ Verified | 8.2 (186 reviews) | 
| **Knowledge Base** | 8.8 (136 reviews) | 9.4 (335 reviews) ✓ Verified | 8.2 (408 reviews) ✓ Verified | 8.8 (558 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (143 reviews) | 9.3 (325 reviews) ✓ Verified | 8.3 (371 reviews) ✓ Verified | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | 8.7 (165 reviews) | 9.3 (358 reviews) ✓ Verified | 8.1 (401 reviews) ✓ Verified | 8.6 (547 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.3/10 | 195 |
| **Gladly** | 8.6/10 | 279 |
| **Drift** | 8.3/10 | 74 |
| **Freshdesk** | 8.1/10 | 1122 |

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Summarization** | 8.3 (5 reviews) | 8.9 (82 reviews) | 7.4 (20 reviews) | 7.9 (139 reviews) | 

#### Self-Service Experience

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Knowledge Base** | 8.6 (161 reviews) | 9.4 (241 reviews) | 8.1 (57 reviews) | 8.7 (959 reviews) | 
| **Searchable Articles** | 8.4 (153 reviews) | 9.2 (226 reviews) | 8.2 (53 reviews) | 8.6 (911 reviews) | 
| **Community Forums** | 8.3 (118 reviews) | 8.8 (191 reviews) | Feature Not Available | 8.3 (682 reviews) | 
| **Mobile Optimization** | 7.8 (136 reviews) | 9.0 (197 reviews) | 8.2 (51 reviews) | 8.2 (238 reviews) | 
| **Personalization** | 8.3 (152 reviews) | 9.0 (218 reviews) | 8.5 (57 reviews) | 8.4 (255 reviews) | 

#### Self-Service Platform

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Branding** | 8.5 (148 reviews) | 9.3 (212 reviews) | 8.6 (57 reviews) | 8.5 (253 reviews) | 
| **Automation** | 8.4 (171 reviews) | 9.2 (223 reviews) | 8.7 (60 reviews) | 8.6 (260 reviews) | 
| **Artificial Intelligence** | 7.9 (141 reviews) | 8.9 (213 reviews) | 8.2 (59 reviews) | 8.0 (220 reviews) | 
| **Integrations** | 8.8 (173 reviews) | 9.2 (210 reviews) | 8.6 (59 reviews) | 8.4 (237 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (19 reviews) | Not enough data | 7.7 (16 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (19 reviews) | Not enough data | 7.7 (15 reviews) | 
| **Cross-system Integration** | Not enough data | 8.2 (19 reviews) | Not enough data | 7.9 (16 reviews) | 
| **Adaptive Learning** | Not enough data | 8.0 (19 reviews) | Not enough data | 7.7 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.6 (19 reviews) | Not enough data | 7.6 (17 reviews) | 
| **Proactive Assistance** | Not enough data | 8.2 (19 reviews) | Not enough data | 7.6 (16 reviews) | 
| **Decision Making** | Not enough data | 8.5 (19 reviews) | Not enough data | 7.8 (16 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.6/10 | 187 |
| **Gladly** | 9.3/10 | 254 |
| **Drift** | N/A | N/A |
| **Freshdesk** | 8.7/10 | 532 |

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | 7.7 (13 reviews) | 9.0 (61 reviews) | Not enough data | 8.2 (79 reviews) | 
| **AI Text Summarization** | 7.8 (13 reviews) | 9.0 (61 reviews) | Not enough data | 8.0 (79 reviews) | 

#### Process

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Mentions** | 8.7 (148 reviews) | 9.1 (179 reviews) | Not enough data | 8.6 (163 reviews) | 
| **Tickets** | 9.1 (178 reviews) | 9.4 (195 reviews) | Not enough data | 9.3 (485 reviews) | 
| **Macros** | 9.3 (176 reviews) | 9.4 (181 reviews) | Not enough data | 8.6 (372 reviews) | 

#### Channels

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Email** | 9.4 (177 reviews) | 9.7 (237 reviews) | Not enough data | 9.2 (480 reviews) | 
| **Social** | 8.8 (168 reviews) | 9.3 (189 reviews) | Not enough data | 8.7 (416 reviews) | 
| **Live Chat** | 9.0 (149 reviews) | 9.5 (226 reviews) | Not enough data | 8.8 (377 reviews) | 
| **Phone** | 8.2 (91 reviews) | 9.3 (225 reviews) | Not enough data | 8.5 (341 reviews) | 
| **Text** | 8.3 (94 reviews) | 9.5 (227 reviews) | Not enough data | 8.3 (59 reviews) | 

#### Insight

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Surveys** | 8.4 (112 reviews) | 9.0 (197 reviews) | Not enough data | 8.6 (383 reviews) | 
| **Reporting** | 8.5 (144 reviews) | 9.3 (198 reviews) | Not enough data | 8.7 (170 reviews) | 
| **Visitor Activity** | 8.7 (115 reviews) | 9.3 (181 reviews) | Not enough data | 8.6 (374 reviews) | 
| **Help Desk** | 9.0 (141 reviews) | 9.5 (182 reviews) | Not enough data | 9.1 (446 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | 8.5/10 | 47 |
| **Drift** | N/A | N/A |
| **Freshdesk** | 7.7/10 | 91 |

#### Generative AI

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI Text Generation** | 9.0 (5 reviews) | 8.4 (45 reviews) | Not enough data | 7.8 (87 reviews) | 
| **AI Text Summarization** | 9.0 (5 reviews) | 8.5 (46 reviews) | Not enough data | 7.7 (85 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | 8.0/10 | 24 |
| **Gladly** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **AI chatbots** | 7.1 (11 reviews) | Not enough data | Not enough data | Not enough data | 
| **Messaging and Notifications** | 8.3 (6 reviews) | Not enough data | Not enough data | Not enough data | 
| **AI agents ** | 6.7 (11 reviews) | Not enough data | Not enough data | Not enough data | 
| **Voice assistants** | 5.8 (6 reviews) | Not enough data | Not enough data | Not enough data | 
| **Communication apps** | 6.4 (6 reviews) | Not enough data | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Ecommerce stores** | 9.7 (11 reviews) | Not enough data | Not enough data | Not enough data | 
| **Sales channels** | 9.3 (7 reviews) | Not enough data | Not enough data | Not enough data | 
| **Payment Platform** | 6.3 (5 reviews) | Not enough data | Not enough data | Not enough data | 
| **Internal tools** | 8.1 (12 reviews) | Not enough data | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Conversational analytics** | 7.0 (10 reviews) | Not enough data | Not enough data | Not enough data | 
| **Advance reporting** | 6.8 (10 reviews) | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | 8.4/10 | 17 |
| **Drift** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 14 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (15 reviews) | Not enough data | 8.9 (9 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.5 (14 reviews) | Not enough data | 8.5 (9 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.6 (14 reviews) | Not enough data | 8.3 (9 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.5 (16 reviews) | Not enough data | 8.5 (9 reviews) | 
| **Multilingual Support** | Not enough data | 8.3 (14 reviews) | Not enough data | 8.0 (9 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (14 reviews) | Not enough data | 8.0 (9 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (13 reviews) | Not enough data | 8.7 (10 reviews) | 
| **Escalation Handling** | Not enough data | 8.6 (13 reviews) | Not enough data | 8.7 (10 reviews) | 
| **Workflow Optimization** | Not enough data | 8.9 (15 reviews) | Not enough data | 8.5 (10 reviews) | 

#### Automation

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.9 (15 reviews) | Not enough data | 9.3 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.0 (14 reviews) | Not enough data | 8.7 (9 reviews) | 
| **Document Processing** | Not enough data | 7.3 (14 reviews) | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Independent Decision Making** | Not enough data | 8.4 (15 reviews) | Not enough data | 6.9 (9 reviews) | 
| **Adaptive Responses** | Not enough data | 8.8 (14 reviews) | Not enough data | 8.3 (9 reviews) | 
| **Task Execution** | Not enough data | 8.3 (15 reviews) | Not enough data | 8.3 (9 reviews) | 
| **Problem Solving** | Not enough data | 8.6 (15 reviews) | Not enough data | 8.0 (9 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Gorgias** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Drift** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Gorgias (8):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms)

**Unique to Gladly (6):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Drift (6):** [Business Scheduling Software](https://www.g2.com/categories/business-scheduling), [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Freshdesk (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Gorgias | Gladly | Drift | Freshdesk | 
|---|---|---|---|---|
| **Small-Business** | 80.9% | 22.3% | 25.5% | 48.6% | 
| **Mid-Market** | 18.2% | 60.8% | 51.7% | 39.7% | 
| **Enterprise** | 0.9% | 16.9% | 22.9% | 11.7% | 

### By Industry

#### Gorgias

- **Retail:** 21.4%
- **Apparel & Fashion:** 14.9%
- **Consumer Goods:** 11.6%
- **Food & Beverages:** 10.0%
- **Consumer Services:** 6.8%
- **Health, Wellness and Fitness:** 5.9%
- **Cosmetics:** 5.4%
- **Sporting Goods:** 2.8%
- **Luxury Goods & Jewelry:** 2.6%
- **Food Production:** 2.0%
- **Other:** 16.6%

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.9%
- **Consumer Goods:** 6.4%
- **Health, Wellness and Fitness:** 4.2%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

#### Drift

- **Computer Software:** 32.8%
- **Information Technology and Services:** 20.6%
- **Marketing and Advertising:** 7.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 3.0%
- **Human Resources:** 2.5%
- **Internet:** 2.2%
- **Hospital & Health Care:** 1.6%
- **Education Management:** 1.4%
- **E-Learning:** 1.4%
- **Other:** 24.2%

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

### Alternatives to Gorgias

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Re:amaze](https://www.g2.com/products/re-amaze/reviews) — 4.6/5 stars (140 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)

### Alternatives to Gladly

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)

### Alternatives to Drift

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [Qualified](https://www.g2.com/products/qualified/reviews) — 4.9/5 stars (1477 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (498 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4060 reviews)
- [Chili Piper](https://www.g2.com/products/chili-piper/reviews) — 4.6/5 stars (736 reviews)
- [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) — 4.6/5 stars (173 reviews)
- [Podium](https://www.g2.com/products/podium/reviews) — 4.6/5 stars (2096 reviews)

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7615 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

---
## Top Discussions

### Gorgias

- Title: [Is gorgias worth?](https://www.g2.com/discussions/is-gorgias-worth) — 2 comments
  > **Top comment:** "Depending on your business size Gorgias is worth the investment. I started with the Basic plan which was $60 a month and it was worth every penny. Unlike..."
- Title: [What does gorgias integrate with?](https://www.g2.com/discussions/what-does-gorgias-integrate-with) — 2 comments
  > **Top comment:** "My understanding is Gorgias can integrate with most apps as an HTTP  connection (webhook)  as long as there is an API  capability. They also have a list of..."
- Title: [Is gorgias a CRM tool?](https://www.g2.com/discussions/is-gorgias-a-crm-tool) — 2 comments
  > **Top comment:** "Yes"
- Title: [What is gorgias software?](https://www.g2.com/discussions/what-is-gorgias-software) — 2 comments
  > **Top comment:** "It is a customer service ticketing software"
- Title: [What is the next big feature that we can expect from this great platform?](https://www.g2.com/discussions/what-is-the-next-big-feature-that-we-can-expect-from-this-great-platform) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

### Gladly

- Title: [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) — 2 comments
  > **Top comment:** "Communicating with our clientele"
- Title: [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) — 2 comments, 1 upvote
  > **Top comment:** "The ease of use with customers
"
- Title: [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) — 2 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) — 2 comments, 1 upvote
  > **Top comment:** "Hi Katheryn, 

Thank you for your note. We will be in touch with you shortly to connect on this. 

Sincerely,
Gladly"
- Title: [Can we get some more Gladly swag? Hoodie? Lol](https://www.g2.com/discussions/30344-can-we-get-some-more-gladly-swag-hoodie-lol) — 2 comments
  > **Top comment:** "Hey John - Thank you for your awesome review. We'll see what we can do! :)

- Team Gladly"

### Drift

- Title: [How do I scale conversational marketing?](https://www.g2.com/discussions/conversational-marketing-0d87ad75-128e-4457-81cb-8e3880e51fd6) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Chatbots allow you to offer fast responses to visitors 24/7, even while your team is sleeping. Since they can ask the same qualifying questions your sales..."
- Title: [What types of people are having conversations with businesses?](https://www.g2.com/discussions/conversational-marketing-b012374a-2421-4559-8c88-414fa31149e6) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "When we analyzed the data from the 50,000+ businesses using Drift for conversational marketing, we found that people in key decision-making roles are often..."
- Title: [How do I measure the effectiveness of conversational marketing?](https://www.g2.com/discussions/conversational-marketing-c5c64a26-1769-402e-b51b-280528b3dc04) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "You can measure your conversational marketing efforts just like you would measure any other marketing channel. Platforms like Drift give you dashboards that..."
- Title: [Do I have to completely remove all of my lead capture forms?](https://www.g2.com/discussions/conversational-marketing-2fd3e4b9-40e7-4a08-a3dc-6c3225e804e3) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Getting started with conversational marketing isn’t an “all or nothing” decision. Rather than ripping all the forms off their site, many companies start by..."
- Title: [What is a drift playbook?](https://www.g2.com/discussions/what-is-a-drift-playbook) — 1 comment, 1 upvote
  > **Top comment:** "Hi there! Playbooks are central to Drift and what we do! They are automated message workflows and campaigns that proactively reach out to site visitors and..."

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gorgias-vs-gladly-vs-drift-vs-freshdesk)