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Compare Gladly and Kustomer 
At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Mid-Market (65.8% of reviews)
Entry-Level Pricing
No pricing available
Starting at $89.00 1 User Per Month
Gladly
Star Rating
(1,086)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyKustomer
Star Rating
(506)4.5 out of 5
Market Segments
Mid-Market (65.8% of reviews)
Pros & Cons
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.
- G2 reviewers report that Gladly excels in providing a seamless view of the entire customer journey, allowing users to manage all interactions in one place. This feature is particularly appreciated for its efficiency, as one user noted that it saves time and reduces the need for additional staff.
- Users say Kustomer offers a very user-friendly interface that simplifies the process of accessing customer information. Reviewers have highlighted its ease of implementation and integration with other applications, making it a practical choice for businesses looking to centralize their customer data.
- According to verified reviews, Gladly's focus on context over channel is a significant advantage, allowing users to handle messages, calls, and social mentions without switching between different inboxes. This holistic approach enhances the user experience and improves response times.
- Reviewers mention that Kustomer's customer support is highly professional and responsive, which is a crucial factor for businesses that rely on timely assistance. Users have expressed satisfaction with the support they receive, contributing to a positive overall experience.
- G2 reviewers highlight that Gladly's Sidekick feature is a game-changer, streamlining workflows and providing advocates with the information they need to resolve issues confidently. This capability is particularly beneficial for teams looking to enhance their efficiency and effectiveness in customer service.
- Users report that while Kustomer is strong in user-friendliness, it sometimes faces challenges in matching specific workflow needs, which can lead to configuration difficulties. This feedback suggests that while Kustomer is easy to use, it may require additional effort to tailor it to unique business processes.
Pricing
Entry-Level Pricing
Gladly
No pricing availableKustomer
Enterprise
Starting at $89.00
1 User Per Month
Essential CX tools for growing teams—
powerful, affordable, and built to scale
- Conversational Timeline
- Tasks and Automations
- Data & File Storage
Free Trial
Gladly
No trial information availableKustomer
No trial information availableRatings
Meets Requirements
9.3
781
8.9
382
Ease of Use
9.5
787
8.8
397
Ease of Setup
9.3
297
8.6
207
Ease of Admin
9.2
176
8.1
151
Quality of Support
9.4
745
9.0
364
Has the product been a good partner in doing business?
9.6
176
8.8
147
Product Direction (% positive)
9.4
750
8.8
373
Features by Category
Ticket and Case Management
9.2
195
|
Verified
9.2
184
|
Verified
9.2
193
|
Verified
9.1
187
|
Verified
9.3
206
|
Verified
8.9
190
|
Verified
9.2
202
|
Verified
8.9
183
|
Verified
9.1
173
|
Verified
8.9
162
|
Verified
9.2
196
|
Verified
8.9
181
|
Verified
9.2
193
|
Verified
9.2
182
|
Verified
9.3
202
|
Verified
9.1
182
|
Verified
Generative AI
8.3
62
7.9
49
8.5
64
8.4
49
Agentic AI - Help Desk
8.3
26
7.8
43
8.2
26
7.9
43
8.4
26
8.1
43
Communication Channels
9.4
208
|
Verified
8.9
165
|
Verified
9.5
213
|
Verified
9.2
188
|
Verified
9.5
203
|
Verified
9.1
164
|
Verified
8.9
172
|
Verified
8.5
162
|
Verified
9.1
198
|
Verified
8.7
151
Platform
8.2
140
|
Verified
8.0
82
8.6
252
|
Verified
8.7
168
|
Verified
9.2
155
|
Verified
9.2
123
|
Verified
9.1
154
|
Verified
8.9
119
|
Verified
8.9
152
|
Verified
8.4
155
|
Verified
9.3
153
|
Verified
8.5
155
|
Verified
Channels
9.4
422
Not enough data
9.2
354
Not enough data
9.4
390
Not enough data
9.2
384
Not enough data
9.5
426
Not enough data
Generative AI
8.6
144
Not enough data
Functions
9.0
382
Not enough data
9.1
388
Not enough data
9.1
366
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
342
Not enough data
9.0
374
Not enough data
9.1
366
Not enough data
Agentic AI - Contact Center
7.8
24
Not enough data
8.8
24
Not enough data
8.1
24
Not enough data
8.3
24
Not enough data
Administrative
9.4
393
Not enough data
9.2
344
Not enough data
9.2
380
Not enough data
9.4
381
Not enough data
9.1
346
Not enough data
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
9.0
300
9.0
184
9.3
276
9.1
179
9.1
276
9.1
165
9.3
247
8.9
86
Support Automation
9.0
291
9.0
162
9.1
282
9.0
177
9.0
269
9.2
154
9.0
253
8.6
89
Generative AI
8.7
105
8.3
54
8.8
106
8.4
54
Customer Support
8.8
55
Not enough data
8.3
51
Not enough data
8.8
53
Not enough data
Automation
8.6
51
Not enough data
8.8
54
Not enough data
8.7
53
Not enough data
Artificial Intelligence
8.5
54
Not enough data
Feature Not Available
Not enough data
8.5
56
Not enough data
Generative AI
8.6
109
7.3
43
8.8
111
7.5
43
7.7
75
6.9
42
Communication
9.4
326
|
Verified
8.9
156
|
Verified
9.2
352
|
Verified
8.9
174
|
Verified
9.2
296
|
Verified
9.0
144
|
Verified
9.3
304
|
Verified
8.8
134
|
Verified
8.7
253
8.1
84
Internal Use
8.6
252
|
Verified
8.7
168
|
Verified
9.2
317
|
Verified
9.1
153
|
Verified
8.8
276
|
Verified
8.2
90
9.4
333
|
Verified
8.8
152
|
Verified
9.3
323
|
Verified
9.0
157
|
Verified
9.3
356
|
Verified
9.0
174
|
Verified
Generative AI
8.9
80
8.4
34
Self-Service Experience
9.4
239
8.9
90
9.2
224
8.7
87
8.8
189
8.6
68
8.9
195
8.3
51
9.0
216
8.7
55
Self-Service Platform
9.3
209
9.0
59
9.2
221
8.9
59
8.9
211
8.5
53
9.2
207
9.0
57
Agentic AI - Customer Self-Service
7.4
16
7.9
21
7.8
16
8.4
21
7.8
16
8.5
21
8.0
16
8.3
21
7.3
16
8.4
21
7.9
16
8.5
21
8.3
16
8.4
20
Generative AI
9.0(won by 0.8)
59
8.2
23
9.1(won by 0.8)
59
8.3
23
Process
9.1(won by 0.3)
177
8.8
40
9.4(won by 0.2)
193
9.2
44
9.4(tied score)
179
9.4(tied score)
45
Channels
9.7(won by 0.1)
235
9.6
45
9.4(won by 0.4)
187
9.0
42
9.5(won by 0.3)
224
9.2
42
9.3(won by 0.2)
223
9.1
41
9.5(won by 0.2)
225
9.3
41
Insight
9.0
195
9.1(won by 0.1)
42
9.3(won by 0.6)
196
8.7
45
9.3(won by 0.9)
179
8.4
40
9.5(won by 0.8)
180
8.7
43
Generative AI
8.3
43
8.0
35
8.5
44
8.3
35
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
8.1
13
7.9
7
8.6
12
7.9
7
8.3
12
7.4
7
8.6
14
8.1
7
8.3
12
7.9
7
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.1
7
8.2
11
8.1
7
8.5
11
8.1
7
8.8
13
8.3
7
Automation
8.7
13
8.8
7
8.2
12
8.6
7
8.2
12
8.8
7
Autonomy
8.3
13
8.8
7
8.6
12
9.0
7
8.2
13
8.6
7
8.5
13
8.1
7
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, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Gladly is categorized as Customer Service Automation and Contact Center
Kustomer is categorized as AI Agent Builders and AI Agents For Business Operations
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
24.1%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.8%
Consumer Services
13.2%
Retail
11.7%
Health, Wellness and Fitness
6.2%
Apparel & Fashion
5.7%
Food & Beverages
5.5%
Other
57.7%
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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