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Side-by-side record

Gladly vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

ScreenConnect starts at $27 per seat, versus Gladly at Custom pricing. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.7/5).

Full comparison

Gladlyfrom Custom pricing
ScreenConnectfrom $27 per month
Audyense Score70ASStrong29AS*Low
PositioningPeople-centered customer service platform, not ticketsScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitMid-market, EnterpriseStartup, SMB, Mid-market
Pricing plans
  • HeroCustom pricing
  • SuperheroCustom pricing
  • Free or entry planFree
  • Higher tiersCustom pricing
AI featuresYesNative AI (Sidekick) automates routine resolutions; brands report high AI resolution rates.—
Automation & macrosYesWorkflow automation, rules, and answers/macros for repeatable responses.—
CSAT & satisfaction surveysPartialCSAT supported natively and via integrations like Delighted, Qualtrics, and Medallia Agent Connect.—
Knowledge base & help centerYesBuilt-in Answers/knowledge base powering self-service and agent assist.—
Live chat & messagingYesLive chat is a first-class channel in the unified conversation.—
Omnichannel supportYesCore strength: voice, email, chat, SMS, and social unified per customer.—
Public APIYesPublic REST API and developer platform (developer.gladly.com) plus app integrations.—
Reporting & dashboardsPartialStandard dashboards exist, but reviewers say deep custom reporting is awkward and manual.—
Shared inbox & ticketingYesTeam collaboration on a single customer conversation replaces separate ticket queues.—
SLA managementPartialSupports routing, prioritization, and task/escalation handling rather than a traditional ticket-SLA engine.—
Multiple agents—YesDocumented in the independently researched profile.
Remote Support—YesDocumented in the independently researched profile.
No interruptions—YesDocumented in the independently researched profile.
Secure information—YesDocumented in the independently researched profile.
Automated reconnection—YesDocumented in the independently researched profile.
Cross-platform compatibility—YesDocumented in the independently researched profile.
Browser extensions—YesDocumented in the independently researched profile.
Remote access—YesDocumented in the independently researched profile.
Unattended access—YesDocumented in the independently researched profile.
Simplified transfer of files—YesDocumented in the independently researched profile.
Roles & permissions—YesDocumented in the independently researched profile.
Shared toolbox—YesDocumented in the independently researched profile.
Remote meetings—YesDocumented in the independently researched profile.
Customization & branding—YesDocumented in the independently researched profile.
Integrations verified43+—
Aggregate rating4.7 · 1.2k reviews9.0 · No reviews yet
Integrations
ShopifyBigCommerceMagentoKlaviyoAttentiveRecharge+9 more
—
Security & compliance
SOC 2 Type IIPCI DSSGDPR
—
Pros
  • Single lifelong customer conversation across channels eliminates duplicate tickets and gives agents full context
  • Intuitive, agent-friendly interface that reviewers say makes support feel 'as easy as texting a friend'
  • Genuinely native omnichannel including built-in voice, plus responsive vendor support and onboarding
  • Strong e-commerce integrations pull order history and lifetime value directly into conversations
  • Independent review documents a concrete business workflow
  • Documented capability: Multiple agents
  • Documented capability: Remote Support
  • Documented capability: No interruptions
  • Documented capability: Secure information
Cons
  • Premium priced with minimum-seat commitments, making it inefficient for small teams
  • Reporting/analytics feels segmented and requires manual work to build in-depth custom reports
  • Occasional slowness loading past conversations, and reports of timeouts dropping calls
  • Some gaps noted (e.g. social comment handling, mobile app) and a learning curve requiring training
  • Pricing and usage limits should be checked against the exact plan
  • Implementation effort depends on the team's data and process maturity
  • Reported outcomes should be validated with the buyer's own data
Visit Gladly ↗Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Gladly

Gladly is an enterprise customer service platform built around people rather than tickets, unifying voice, email, chat, SMS, and social into a single lifelong customer conversation. It layers AI (Sidekick) on top to automate resolutions while giving agents full customer context. It is most commonly adopted by consumer/retail and e-commerce brands running high-volume, relationship-driven support.

A particularly good fit for: Consumer and retail/e-commerce brands wanting relationship-based rather than ticket-based support Mid-market and enterprise CX teams consolidating voice, chat, email, SMS, and social into one workspace Teams that want native AI (Sidekick) to automate a high share of routine resolutions

May be a poor fit if: Small businesses or startups — high per-seat pricing plus 10+ seat minimums make it a large commitment Teams needing deep, self-serve custom analytics out of the box without extra reporting work

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Gladly: Published starting price Custom pricing

  • HeroCustom pricing
  • SuperheroCustom pricing

ScreenConnect: Published starting price $27 per month

  • Free or entry planFree
  • Higher tiersCustom pricing

Capabilities worth validating

  • Gladly: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Shopify, BigCommerce, Magento, Klaviyo.
  • ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

  • Does Gladly's selected plan include the features and limits we need?
  • Does ScreenConnect's selected plan include the features and limits we need?
  • Does the exact integration path for Shopify, BigCommerce, Magento support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Shopify, BigCommerce, Magento: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Gladly product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website