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Side-by-side record

Gladly vs. Splashtop Remote Support

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

Splashtop Remote Support starts at $25 per seat, versus Gladly at Custom pricing. Splashtop Remote Support carries the higher aggregate rating (8.9/5 vs 4.7/5).

Full comparison

Gladlyfrom Custom pricing
Splashtop Remote Supportfrom $25 per month
Audyense Score70ASStrong29AS*Low
PositioningPeople-centered customer service platform, not ticketsSplashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers).
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.—
Access From Any Device—YesDocumented in the independently researched profile.
Easy Deployment—YesDocumented in the independently researched profile.
Create And Send Deployment Package—YesDocumented in the independently researched profile.
Automatically Install And Deploy To Group Of Computers—YesDocumented in the independently researched profile.
High Performance—YesDocumented in the independently researched profile.
Attended And Unattended Remote Support—YesDocumented in the independently researched profile.
Group Computers—YesDocumented in the independently researched profile.
User Managment—YesDocumented in the independently researched profile.
Resell Remote Access—YesDocumented in the independently researched profile.
Robust Security—YesDocumented in the independently researched profile.
Remote Print—YesDocumented in the independently researched profile.
Chat While In Remote Sessions—YesDocumented in the independently researched profile.
Remote Wake Computers—YesDocumented in the independently researched profile.
File transfer—YesDocumented in the independently researched profile.
Integrations verified43+—
Aggregate rating4.7 · 1.2k reviews8.9 · 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: Access From Any Device
  • Documented capability: Easy Deployment
  • Documented capability: Create And Send Deployment Package
  • Documented capability: Automatically Install And Deploy To Group Of Computers
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 Splashtop Remote Support ↗

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

Splashtop Remote Support

Splashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers). It’s a reliable software designed to assist users in remotely supporting the servers and computer of their clients. It allows the deployment of both attended and unattended support. The software provides remote access and support from your laptops and computers, mobile devices or even Chromebook. It can be easily deployed to units that need support, with the option of making your own deployment package which could then be sent to clients for installation. User groups with full control over access and privilege can be created. There’s also no issue in security as Splashtop encrypts every remote session while also providing firewall, device authentication, multi-level password, and other security features to your computers and servers. Splashtop technology powers various RMMs’ remote control function for fluid unattended support. Examples of said remote monitoring and management platforms that this software integrates with include Ninja, RSA, Atera, MS Active Directory, ServiceNow, and Naverisk. It also provides lightweight integration capabilities for third-party apps that don’t have built-in Splashtop support. There are two packages available for this software, namely Remote Support Plus and Remote Support Premium. Both of which is billed annually. The basic version starts at $25/month while the premium plan starts at $40/month. A free trial is available.

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

Splashtop Remote Support: Published starting price $25 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.
  • Splashtop Remote Support: Access From Any Device, Easy Deployment, Create And Send Deployment Package, Automatically Install And Deploy To Group Of Computers, High Performance

Questions to answer before switching

  • Does Gladly's selected plan include the features and limits we need?
  • Does Splashtop Remote Support'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; Splashtop Remote Support product site, FinancesOnline review, Vendor website