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Compare Gladly and Kustomer 
At a Glance
Market Segments
Mid-Market (61.9% of reviews)
Mid-Market (66.3% of reviews)
Entry-Level Pricing
No pricing available
Starting at $89.00 1 User Per Month
Gladly
Star Rating
(1,032)4.7 out of 5
Market Segments
Mid-Market (61.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about GladlyKustomer
Star Rating
(431)4.4 out of 5
Market Segments
Mid-Market (66.3% of reviews)
Entry-Level Pricing
Starting at $89.00 1 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Kustomer excels in its ticket creation user experience with a score of 9.1, while Gladly follows closely with 9.4. Reviewers mention that Kustomer's interface is intuitive, making it easy for agents to create and manage tickets efficiently.
- Reviewers mention that Gladly shines in its overall ease of use, scoring 9.5 compared to Kustomer's 8.8. Users on G2 appreciate Gladly's streamlined workflows and user-friendly design, which contribute to a smoother customer service experience.
- G2 users highlight that Kustomer's SLA Management feature scores 8.8, while Gladly achieves a higher score of 9.2. Users report that Gladly's SLA tracking is more robust, allowing for better compliance and customer satisfaction.
- Users say that Gladly's response automation capabilities are superior, with a score of 9.3 compared to Kustomer's 8.8. Reviewers mention that Gladly's automation tools help reduce response times and improve efficiency in handling customer inquiries.
- Reviewers mention that Kustomer's customer and contacts database scores 9.1, while Gladly scores slightly higher at 9.4. Users report that Gladly's database is more comprehensive, allowing for better segmentation and targeted communication with customers.
- Users on G2 highlight that Gladly's generative AI features, particularly AI Text Generation and AI Text Summarization, score 9.0 and 9.1 respectively, outperforming Kustomer's scores of 7.5. Reviewers say that Gladly's AI capabilities enhance the personalization of customer interactions significantly.
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Pricing
Entry-Level Pricing
Gladly
No pricing availableKustomer
Enterprise
Starting at $89.00
1 User Per Month
Track, prioritize, and engage with customers on every channel.
- Email, Chat, SMS, Social, WhatsApp, Self-service
- Voice Provider Integrations
- Proactive Service
Free Trial
Gladly
No trial information availableKustomer
No trial information availableRatings
Meets Requirements
9.3
735
8.9
315
Ease of Use
9.5
741
8.8
327
Ease of Setup
9.3
257
8.4
144
Ease of Admin
9.2
160
8.1
130
Quality of Support
9.4
702
8.9
298
Has the product been a good partner in doing business?
9.6
160
8.8
125
Product Direction (% positive)
9.5
708
8.6
306
Features by Category
Ticket and Case Management
9.3
163
|
Verified
9.1
134
|
Verified
9.3
159
|
Verified
9.0
138
|
Verified
9.3
170
|
Verified
8.7
140
|
Verified
9.3
170
|
Verified
8.8
135
|
Verified
9.2
144
|
Verified
8.8
114
|
Verified
9.3
169
|
Verified
8.7
134
|
Verified
9.3
159
|
Verified
9.2
134
|
Verified
9.4
172
|
Verified
9.1
130
|
Verified
Generative AI
8.2
37
7.6
7
8.2
38
7.6
7
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
9.5
179
|
Verified
9.0
119
|
Verified
9.5
183
|
Verified
9.1
137
|
Verified
9.5
176
|
Verified
9.1
116
|
Verified
9.1
144
|
Verified
8.5
118
|
Verified
9.2
172
|
Verified
8.9
105
Platform
8.5
109
|
Verified
8.7
41
8.6
213
|
Verified
8.9
118
|
Verified
9.1
121
|
Verified
9.2
80
|
Verified
9.2
120
|
Verified
9.0
75
|
Verified
8.9
120
|
Verified
8.4
110
|
Verified
9.4
121
|
Verified
8.4
111
|
Verified
Channels
9.5
400
Not enough data
9.3
332
Not enough data
9.4
368
Not enough data
9.3
363
Not enough data
9.5
404
Not enough data
Generative AI
8.7
126
Not enough data
Functions
9.1
361
Not enough data
9.1
367
Not enough data
9.1
346
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.1
320
Not enough data
9.0
352
Not enough data
9.1
343
Not enough data
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
9.4
369
Not enough data
9.3
320
Not enough data
9.2
356
Not enough data
9.4
359
Not enough data
9.2
324
Not enough data
Conversational Platform
9.0
286
9.0
152
9.3
263
9.1
146
9.1
262
9.1
135
9.3
236
9.0
56
Support Automation
9.0
276
9.0
131
9.1
270
9.0
147
9.1
256
9.3
124
9.0
241
8.8
58
Generative AI
8.8
95
9.0
22
8.9
95
9.0
22
Customer Support
8.7
45
Not enough data
8.5
41
Not enough data
9.0
43
Not enough data
Automation
8.7
42
Not enough data
8.9
44
Not enough data
8.8
43
Not enough data
Artificial Intelligence
8.6
45
Not enough data
Feature Not Available
Not enough data
8.6
46
Not enough data
Generative AI
8.9
83
7.7
18
9.0
84
7.7
18
8.0
49
7.2
17
Communication
9.4
297
|
Verified
9.1
130
|
Verified
9.2
323
|
Verified
8.9
148
|
Verified
9.3
268
|
Verified
9.2
119
|
Verified
9.3
277
|
Verified
9.0
109
|
Verified
8.9
225
8.4
58
Internal Use
8.6
213
|
Verified
8.9
118
|
Verified
9.3
289
|
Verified
9.1
128
|
Verified
9.0
248
|
Verified
8.6
65
9.4
305
|
Verified
8.8
126
|
Verified
9.3
294
|
Verified
9.0
130
|
Verified
9.4
328
|
Verified
9.2
148
|
Verified
Generative AI
9.2
66
8.3
14
Self-Service Experience
9.4
220
8.7
68
9.2
206
8.4
65
9.0
173
8.5
49
9.1
179
8.5
32
9.1
198
8.4
36
Self-Service Platform
9.3
192
9.1
37
9.4
203
8.8
37
9.1
194
8.8
33
9.3
190
9.0
37
Agentic AI - Customer Self-Service
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
Generative AI
9.2(won by 0.6)
48
8.6
11
9.2(won by 0.9)
48
8.3
10
Process
9.1
163
9.6(won by 0.5)
26
9.4(tied score)
178
9.4(tied score)
30
9.4
166
9.5(won by 0.1)
31
Channels
9.7(won by 0.1)
220
9.6
32
9.4(won by 0.1)
173
9.3
29
9.5(won by 0.4)
211
9.1
29
9.3(won by 0.3)
210
9.0
28
9.5(tied score)
212
9.5(tied score)
28
Insight
9.1(tied score)
182
9.1(tied score)
29
9.3(won by 0.4)
183
8.9
32
9.4(won by 0.4)
166
9.0
28
9.5(won by 0.2)
167
9.3
30
Generative AI
8.4
37
8.1
14
8.5
37
8.1
14
Customization - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data and Analytics - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration - AI Agent Builders
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
5
Not enough data
9.3
5
Not enough data
9.3
5
Not enough data
9.3
5
Not enough data
8.7
5
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
5
Not enough data
8.3
5
Not enough data
9.3
5
Not enough data
9.3
5
Not enough data
Automation
9.7
5
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
Autonomy
9.3
5
Not enough data
9.3
5
Not enough data
9.3
5
Not enough data
9.0
5
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 Kustomer are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Gladly is categorized as Customer Service Automation, Contact Center, and AI Customer Support Agents
Kustomer is categorized as AI Agent Builders
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kustomer
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
24.2%
Consumer Services
16.0%
Furniture
9.4%
Apparel & Fashion
7.9%
Consumer Goods
6.2%
Other
36.4%
Retail
13.0%
Consumer Services
12.2%
Health, Wellness and Fitness
6.7%
Food & Beverages
6.2%
Apparel & Fashion
5.5%
Other
56.4%
Most Helpful Reviews
Gladly
Most Helpful Favorable Review
Logeswaran J.
Verified User in Wholesale
At Gladly, we appreciate the convenience of having an interface suitable for our staff to manage multiple conversations simultaneously. Thanks to its organization, each conversation is appropriately allocated and, therefore, may be switched between easily...
Most Helpful Critical Review
Chloe R.
Verified User in Retail
I dislike that there is not a chime to notify me if I've received an email. Sometimes the little banner that generates isn't enough. I also dislike that it doesn't chime to notify me that someone responded to a task I'm following.
Kustomer
Most Helpful Favorable Review
Mavelli J.
Verified User in Food Production
I like how I can filter my things to figure out my performance. And I can chat well emailing with my customers!
Most Helpful Critical Review
Verified User in Hospital & Health Care
Periodically,Kustomer can crash and that hinders all our work. We usually have reps call in to help fix the issue.
Logeswaran J.
Verified User in Wholesale
At Gladly, we appreciate the convenience of having an interface suitable for our staff to manage multiple conversations simultaneously. Thanks to its organization, each conversation is appropriately allocated and, therefore, may be switched between easily...
Mavelli J.
Verified User in Food Production
I like how I can filter my things to figure out my performance. And I can chat well emailing with my customers!
Chloe R.
Verified User in Retail
I dislike that there is not a chime to notify me if I've received an email. Sometimes the little banner that generates isn't enough. I also dislike that it doesn't chime to notify me that someone responded to a task I'm following.
Verified User in Hospital & Health Care
Periodically,Kustomer can crash and that hinders all our work. We usually have reps call in to help fix the issue.
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
How can we get a ticket ID ?
1 comment
HL
The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will...Read more
Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.
1 comment
ED
All the conversations are in your search field and they are shown in the timeline. Read more
How can I post a note with out it closing
1 comment
ED
You can add internal note by clicking on note and it will be visible only for the users of your company :) Read more
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