Gladly
Loom
| Feature | Gladly | Loom |
|---|---|---|
| Pricing | From $180/mo | Free / from $12.5/mo |
| Free Plan | ✗ No | ✓ Yes |
| Rating | 4.5 / 5 | 4.5 / 5 |
| Best For | ecommerce-brands, luxury-retail, enterprise-support, customer-obsessed-teams | remote-teams, developers, customer-success, managers, educators |
| Founded | 2014 | 2015 |
| Unified Conversation | ✓ | ✗ |
| Omnichannel Inbox | ✓ | ✗ |
| Voice Support | ✓ | ✗ |
| Self Service | ✓ | ✗ |
| Customer Timeline | ✓ | ✗ |
| Task Management | ✓ | ✗ |
| Screen Recording | ✗ | ✓ |
| Video Messages | ✗ | ✓ |
| Transcription | ✗ | ✓ |
| Reactions | ✗ | ✓ |
| Video Editing | ✗ | ✓ |
| Analytics | ✗ | ✓ |
✓ Gladly Pros
- Single conversation thread per customer
- Excellent omnichannel support
- Built-in voice and messaging
- Customer-first approach
✗ Gladly Cons
- Very expensive per agent
- Enterprise-focused
- Smaller marketplace of integrations
✓ Loom Pros
- Instant async video communication
- Screen + webcam recording
- Auto-transcription and captions
- Slack and Notion integration
✗ Loom Cons
- 25-video limit on free plan
- 5-minute recording limit on free
- Requires good internet for fast uploads
The Verdict
Gladly is built for ecommerce brands and luxury retail, with a focus on unified-conversation and omnichannel-inbox. Loom targets remote teams and developers and leads with screen-recording and video-messages.
On pricing, Loom is the clear winner for budget-conscious users — starting at $12.5/mo compared to $180/mo for Gladly. That $167.5/mo difference adds up quickly for growing teams.
Loom has a free plan, which gives it a meaningful edge for individuals and small teams exploring their options. Gladly requires a paid subscription from day one.
This is a genuinely close comparison. If you can, sign up for both free trials (where available) and run a one-week test with your actual team tasks before deciding.
