# Gladly vs Kustomer Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Kustomer excels in its user interface, making it easy to navigate and find user accounts. Users appreciate the platform's ability to create different teams for ticket assignments, which enhances workflow efficiency.
- **Users say** that Gladly stands out for its customer-centric approach, grouping interactions by person rather than case number. This feature allows for seamless follow-ups across different communication channels, which many find invaluable for maintaining customer relationships.
- **According to verified reviews** , Kustomer's setup process is praised for being straightforward, with users noting that the initial onboarding experience is intuitive and user-friendly. This can significantly reduce the time it takes to get teams up and running.
- **Reviewers mention** that Gladly's integration capabilities are a strong point, as it works well with existing setups without requiring extensive modifications. This is particularly beneficial for users who want to avoid heavy coding or complex configurations.
- **G2 reviewers highlight** that while Kustomer has a solid knowledge base feature, Gladly's documentation and interaction tracking are noted as superior, allowing users to document every interaction easily and follow up effectively.
- **Users report** that Kustomer's ticketing system is robust, with features that allow for detailed notes on threads, which enhances collaboration among team members. However, Gladly's user-friendly interface and ease of documenting interactions often lead to higher satisfaction ratings.



---
## Frequently Asked Questions

### What is the difference between Kustomer vs Gladly?

Gladly stands out for higher reviewer satisfaction across all major dimensions, including a 0.3-point lead in overall rating and a 0.6-point advantage in Ease of Use.

| [Kustomer](https://www.g2.com/products/kustomer/reviews) | [Gladly](https://www.g2.com/products/gladly/reviews) |
| --- | --- |
| 4.4/5 (565 reviews) | 4.7/5 (1115 reviews) |
| Mid-Market | Mid-Market |
| 8.7 | 9.3 |
| 9.0 | 9.4 |
| Ease of Use (56 all-time mentions) | Ease of Use (191 all-time mentions) |



### How do the pricing models of Kustomer and Gladly compare?

Gladly is rated as the stronger value, with higher reviewer satisfaction on price and cost-related dimensions.

- **Kustomer:** In recent reviews, several reviewers mention that Kustomer's pricing is on the higher side for the service provided, with some noting competitors offer similar features at lower rates.
- **Gladly:** Reviewers describe Gladly as a premium-priced solution but consistently highlight satisfaction with the value received, especially for its unified customer view and efficiency gains.
- **Switching reasons:** Reviewers switching to Gladly cite improved workflow efficiency and a more customer-centric experience as key drivers, despite the higher investment.



### What are the best alternatives to Kustomer and Gladly?

The top 3 alternatives to Kustomer and Gladly are Agentforce Service, Fin, and Zendesk for Customer Service.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [Kustomer](https://www.g2.com/products/kustomer/reviews) | 4.4/5 (565) | Mid-Market | Pricing is on the higher side for the service provided | Ease of Use (56 all-time mentions) |
| [Gladly](https://www.g2.com/products/gladly/reviews) | 4.7/5 (1115) | Mid-Market | Premium-priced but delivers strong value and efficiency | Ease of Use (191 all-time mentions) |
| [Agentforce Service](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5 (7359) | Mid-Market | — | Customizability and scalability |
| [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5 (3901) | Small-Business | — | Automation and AI-driven support |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7032) | Mid-Market | — | Omnichannel support and integrations |



### Which Help Desk features should I prioritize when comparing Kustomer and Gladly?

Buyers should prioritize Ease of Use, Integrations, Automation, Reporting, and Email capabilities when comparing Kustomer and Gladly.

- **Ease of Use:** Gladly scores 9.5 and Kustomer 8.8; Gladly has 191 all-time mentions, Kustomer 56.
- **Integrations:** Gladly has 59 all-time mentions, Kustomer 18; both products are frequently cited for Shopify integration.
- **Automation:** Kustomer has 20 all-time mentions for automation features; Gladly reviewers highlight AI and workflow automation in recent reviews.
- **Reporting:** Both products receive reviewer feedback on reporting, with Kustomer's reporting cited as a trade-off and Gladly's reporting noted as needing improvement in recent reviews.
- **Email:** Email is the most frequently mentioned feature across both products, with reviewers highlighting unified email management and conversation history.



### What are the pros and cons of Kustomer vs Gladly?

Gladly's headline strength is its ease of use, while Kustomer is recognized for its feature set and automation capabilities.

- **Kustomer strengths:** Features (42 all-time mentions), helpfulness (37), automation (20), integrations (18), and efficiency (30).
- **Kustomer trade-offs:** Slow performance (21), slow loading (17), learning curve (16), complexity (14), and reporting limitations (13).
- **Gladly strengths:** Ease of use (191), helpfulness (135), features (128), efficiency (105), integrations (59), and customer support (78).
- **Gladly trade-offs:** Missing features (40), reporting and analytics customization limitations, and higher price noted in recent reviews.



### Is Kustomer or Gladly better for small businesses?

Fin is the top-rated alternative for small businesses, but between Kustomer and Gladly, Gladly is favored for small-business fit based on reviewer sentiment and ease of use.

- **Kustomer:** Largest segment is Mid-Market; reviewers note ease of setup and helpful support, but some cite a steeper learning curve and higher pricing as barriers for small teams.
- **Gladly:** Largest segment is Mid-Market; reviewers consistently highlight ease of use, intuitive interface, and workflow efficiency, making it attractive for small businesses seeking simplicity and unified customer management.



### Which Help Desk platform has better integrations?

Gladly is favored for integrations, with more reviewer-cited integration mentions and broader third-party tool coverage.

- **Kustomer:** Shopify (23 all-time mentions), UJET (14), and Amazon Connect are frequently cited integrations.
- **Gladly:** Shopify (36 all-time mentions), Slack, and Freshdesk are named integrations, with 59 all-time mentions for integrations overall.



### How do Kustomer and Gladly compare on customer support?

Gladly leads on Quality of Support with a 0.4-point advantage over Kustomer (9.4 vs 9.0).

- **Kustomer:** Reviewers describe support as friendly, knowledgeable, and responsive, with 20 all-time mentions for customer support, though some note occasional delays and onboarding complexity.
- **Gladly:** Reviewers consistently praise Gladly's support for being helpful and efficient, with 78 all-time mentions, and highlight strong onboarding and ongoing assistance.



### Which is easier to implement, Kustomer or Gladly?

Gladly is rated higher for Ease of Setup, with a 0.6-point lead over Kustomer (9.3 vs 8.7).

- **Kustomer:** Reviewers describe setup as straightforward and user-friendly, with most citing easy onboarding but some noting complexity for advanced configurations.
- **Gladly:** Reviewers consistently highlight easy and intuitive setup, with many stating they became proficient within a day and found the process smooth and efficient.



### Which product has better Email?

Gladly is favored for Email, with higher reviewer satisfaction and more all-time mentions for unified email management.

- **Kustomer:** Email is frequently cited as a core feature, with reviewers noting unified email threads and integration with macros, but some mention challenges with email formatting and automation.
- **Gladly:** Email is the most frequently mentioned feature, with reviewers praising the unified conversation thread, ease of tracking, and AI-powered email responses, contributing to higher satisfaction scores.



| | Gladly | Kustomer | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,114 | 566 | 
| **Largest Market Segment** | Mid-Market (60.9% of reviews) | Mid-Market (66.2% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us | 

---
## Top Pros & Cons

### Gladly

Pros:
- Ease of Use (177 reviews)
- Helpful (122 reviews)

Cons:
- Missing Features (37 reviews)
- Learning Curve (27 reviews)

### Kustomer

Pros:
- Ease of Use (56 reviews)
- Features (42 reviews)

Cons:
- Slow Performance (21 reviews)
- Slow Loading (17 reviews)

---
## Ratings Comparison
| Rating | Gladly | Kustomer | 
|---|---|---|
  | **Meets Requirements** | 9.3 (803 reviews) | 8.9 (416 reviews) | 
  | **Ease of Use** | 9.5 (809 reviews) | 8.8 (431 reviews) | 
  | **Ease of Setup** | 9.3 (323 reviews) | 8.7 (241 reviews) | 
  | **Ease of Admin** | 9.2 (177 reviews) | 8.2 (157 reviews) | 
  | **Quality of Support** | 9.4 (766 reviews) | 9.0 (397 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.5 (177 reviews) | 8.8 (153 reviews) | 
  | **Product Direction (% positive)** | 9.4 (770 reviews) | 8.7 (401 reviews) | 

---
## Pricing

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Kustomer

#### Entry-Level Pricing

Plan: Kustomer Pricing 

Price: Contact Us

Key Features:
- Kustomer AI 

[Learn more about Kustomer](https://www.g2.com/products/kustomer/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Call & Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Call Reporting** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Call Whispering** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Call Tagging** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Call Transcription** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Manual Dialer** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Progressive Dialer** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Outbound Call Center** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **AI Summarization** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Inbound Call Center** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Blended Call Center** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.4/10 | 17 |
| **Kustomer** | 8.4/10 | 10 |

#### Dashboard

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Gladly | Kustomer | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Automated Ticket Resolution** | 8.1 (15 reviews) | 8.1 (8 reviews) | 
| **Contextual Response Generation** | 8.5 (14 reviews) | 8.1 (8 reviews) | 
| **Sentiment Analysis** | 8.6 (14 reviews) | 7.7 (8 reviews) | 
| **Knowledge Base Utilization** | 8.5 (16 reviews) | 8.3 (8 reviews) | 
| **Multilingual Support** | 8.3 (14 reviews) | 7.9 (7 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Proactive Customer Outreach** | 8.2 (14 reviews) | 8.1 (7 reviews) | 
| **Feedback Collection** | 7.7 (13 reviews) | 8.1 (7 reviews) | 
| **Escalation Handling** | 8.6 (13 reviews) | 8.3 (8 reviews) | 
| **Workflow Optimization** | 8.9 (15 reviews) | 8.7 (9 reviews) | 

#### Automation

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Customer Interaction Automation** | 8.9 (15 reviews) | 8.8 (8 reviews) | 
| **Feedback Collection** | 8.0 (14 reviews) | 8.5 (8 reviews) | 
| **Document Processing** | 7.3 (14 reviews) | 8.8 (7 reviews) | 

#### Autonomy

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Independent Decision Making** | 8.4 (15 reviews) | 8.8 (7 reviews) | 
| **Adaptive Responses** | 8.8 (14 reviews) | 9.2 (8 reviews) | 
| **Task Execution** | 8.3 (15 reviews) | 8.6 (7 reviews) | 
| **Problem Solving** | 8.6 (15 reviews) | 8.3 (8 reviews) | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 396 |
| **Kustomer** | 8.7/10 | 301 |

#### Ticket and Case Management

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (199 reviews) ✓ Verified | 9.2 (186 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.2 (204 reviews) ✓ Verified | 9.1 (197 reviews) ✓ Verified | 
| **Workflow** | 9.2 (216 reviews) ✓ Verified | 8.9 (200 reviews) ✓ Verified | 
| **Response Automation** | 9.1 (211 reviews) ✓ Verified | 8.8 (191 reviews) ✓ Verified | 
| **SLA Management** | 9.1 (176 reviews) ✓ Verified | 8.9 (166 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 9.2 (199 reviews) ✓ Verified | 8.8 (184 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.3 (200 reviews) ✓ Verified | 9.2 (184 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.3 (211 reviews) ✓ Verified | 9.2 (187 reviews) ✓ Verified | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Generation** | 8.3 (66 reviews) | 7.8 (56 reviews) | 
| **AI Text Summarization** | 8.5 (66 reviews) | 8.3 (53 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (30 reviews) | 7.9 (44 reviews) | 
| **Natural Language Interaction** | 8.3 (29 reviews) | 8.0 (45 reviews) | 
| **Proactive Assistance** | 8.3 (28 reviews) | 8.1 (44 reviews) | 

#### Communication Channels

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Customer Portal** | 9.4 (209 reviews) ✓ Verified | 8.9 (167 reviews) ✓ Verified | 
| **Email to Case** | 9.5 (226 reviews) ✓ Verified | 9.3 (199 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.5 (217 reviews) ✓ Verified | 9.1 (170 reviews) ✓ Verified | 
| **Social Integration** | 9.0 (176 reviews) ✓ Verified | 8.5 (167 reviews) ✓ Verified | 
| **Voice** | 9.1 (206 reviews) ✓ Verified | 8.7 (156 reviews) | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Mobile User Support** | 8.2 (141 reviews) ✓ Verified | 7.9 (84 reviews) | 
| **Customization ** | 8.6 (252 reviews) ✓ Verified | 8.7 (174 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (155 reviews) ✓ Verified | 9.2 (125 reviews) ✓ Verified | 
| **Third-Party Integrations** | 9.1 (161 reviews) ✓ Verified | 9.0 (131 reviews) ✓ Verified | 
| **Reporting** | 8.7 (161 reviews) ✓ Verified | 8.4 (167 reviews) ✓ Verified | 
| **Activity Dashboard** | 9.2 (159 reviews) ✓ Verified | 8.5 (161 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 467 |
| **Kustomer** | N/A | N/A |

#### Channels

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Voice** | 9.4 (424 reviews) | Not enough data | 
| **Social** | 9.2 (356 reviews) | Not enough data | 
| **Live Chat** | 9.4 (391 reviews) | Not enough data | 
| **Mobile SMS** | 9.2 (386 reviews) | Not enough data | 
| **Email** | 9.5 (427 reviews) | Not enough data | 

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text-to-Speech** | 8.6 (146 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Functions

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Call Routing** | 9.0 (383 reviews) | Not enough data | 
| **Session Queuing** | 9.1 (389 reviews) | Not enough data | 
| **Concurrent Calling** | 9.1 (368 reviews) | Not enough data | 
| **Speech Analytics** | Feature Not Available | Not enough data | 
| **Auto Dialer** | Feature Not Available | Not enough data | 
| **IVR** | 9.0 (344 reviews) | Not enough data | 
| **Inbound Screen Pop** | 9.0 (376 reviews) | Not enough data | 
| **Persistent Data** | 9.1 (366 reviews) | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (26 reviews) | Not enough data | 
| **Cross-system Integration** | 8.8 (26 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (26 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (26 reviews) | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 

#### Administrative

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Session Summary Notes** | 9.4 (394 reviews) | Not enough data | 
| **Administrator Access** | 9.2 (344 reviews) | Not enough data | 
| **Reporting & Dashboards** | 9.1 (379 reviews) | Not enough data | 
| **Session Recording** | 9.4 (382 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 9.1 (346 reviews) | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Call Reporting** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Call List Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Responses

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Simulation and Scenario Generation** | Not enough data | Not enough data | 

#### Platform

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 
| **Drag & Drop Editor** | Not enough data | Not enough data | 
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Agent Collaboration** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Prompt Engineering** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **For No-Code Development** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Dynamic Modeling** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Memory Management** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Scalability** | Not enough data | Not enough data | 
| **Cost Management** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Natural Language Interface** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Multiple LLM Models** | Not enough data | Not enough data | 
| **Integration Management** | Not enough data | Not enough data | 
| **Customizable Frameworks** | Not enough data | Not enough data | 
| **Pre-built Templates** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Intent Recognition** | Not enough data | Not enough data | 
| **Contextual Guidance** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Attended Automation** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **For Sales/Marketing** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Deep Learning** | Not enough data | Not enough data | 
| **Code-free Development** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Customer Engagement** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **Unattended Automation** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Proactive Error Detection** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 348 |
| **Kustomer** | 8.9/10 | 228 |

#### Conversational Platform

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Personalization** | 8.9 (301 reviews) | 9.0 (189 reviews) | 
| **Omnichannel** | 9.3 (278 reviews) | 9.1 (181 reviews) | 
| **Contextual Engagement** | 9.1 (276 reviews) | 9.1 (167 reviews) | 
| **Proactive Engagement** | 9.3 (248 reviews) | 9.0 (88 reviews) | 

#### Support Automation

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Intelligent Routing** | 9.0 (291 reviews) | 9.0 (164 reviews) | 
| **Seamless Escalation** | 9.1 (284 reviews) | 9.0 (178 reviews) | 
| **Transcripts** | 9.0 (271 reviews) | 9.3 (158 reviews) | 
| **Self-Serve Support** | 9.0 (255 reviews) | 8.7 (91 reviews) | 

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Generation** | 8.6 (108 reviews) | 8.2 (56 reviews) | 
| **AI Text Summarization** | 8.8 (108 reviews) | 8.2 (56 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 63 |
| **Kustomer** | N/A | N/A |

#### Customer Support

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Text** | 8.7 (57 reviews) | Not enough data | 
| **Speech** | 8.4 (53 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (54 reviews) | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Ticket Resolution** | 8.6 (53 reviews) | Not enough data | 
| **Customization** | 8.8 (56 reviews) | Not enough data | 
| **Intelligent Routing** | 8.8 (55 reviews) | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Learning** | 8.5 (54 reviews) | Not enough data | 
| **Language** | Feature Not Available | Not enough data | 
| **Conversational AI** | 8.5 (56 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Workflow Management** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Customer Communication** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 445 |
| **Kustomer** | 8.4/10 | 256 |

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Generation** | 8.6 (111 reviews) | 7.2 (45 reviews) | 
| **AI Text Summarization** | 8.8 (113 reviews) | 7.4 (45 reviews) | 
| **AI Text-to-Speech** | 7.8 (77 reviews) | 6.8 (44 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Pop-up Chat** | 9.4 (328 reviews) ✓ Verified | 8.9 (157 reviews) ✓ Verified | 
| **Notifications** | 9.2 (355 reviews) ✓ Verified | 8.9 (177 reviews) ✓ Verified | 
| **Targeted Emails** | 9.2 (298 reviews) ✓ Verified | 9.0 (146 reviews) ✓ Verified | 
| **In-App Messaging** | 9.3 (306 reviews) ✓ Verified | 8.8 (135 reviews) ✓ Verified | 
| **Co-Browsing** | 8.7 (255 reviews) | 8.0 (85 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Customization ** | 8.6 (252 reviews) ✓ Verified | 8.7 (174 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.2 (319 reviews) ✓ Verified | 9.0 (154 reviews) ✓ Verified | 
| **Lead Development** | 8.8 (278 reviews) ✓ Verified | 8.3 (91 reviews) | 
| **Knowledge Base** | 9.4 (335 reviews) ✓ Verified | 8.8 (153 reviews) ✓ Verified | 
| **Team Inbox ** | 9.3 (325 reviews) ✓ Verified | 9.0 (159 reviews) ✓ Verified | 
| **Customer Profiles** | 9.3 (358 reviews) ✓ Verified | 9.0 (176 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 279 |
| **Kustomer** | 8.5/10 | 110 |

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Summarization** | 8.9 (82 reviews) | 8.1 (34 reviews) | 

#### Self-Service Experience

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Knowledge Base** | 9.4 (241 reviews) | 8.8 (90 reviews) | 
| **Searchable Articles** | 9.2 (226 reviews) | 8.7 (86 reviews) | 
| **Community Forums** | 8.8 (191 reviews) | 8.6 (67 reviews) | 
| **Mobile Optimization** | 9.0 (197 reviews) | 8.3 (50 reviews) | 
| **Personalization** | 9.0 (218 reviews) | 8.6 (55 reviews) | 

#### Self-Service Platform

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Branding** | 9.3 (212 reviews) | 9.0 (58 reviews) | 
| **Automation** | 9.2 (223 reviews) | 8.9 (60 reviews) | 
| **Artificial Intelligence** | 8.9 (213 reviews) | 8.4 (54 reviews) | 
| **Integrations** | 9.2 (210 reviews) | 9.0 (57 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (19 reviews) | 7.9 (21 reviews) | 
| **Multi-step Planning** | 8.1 (19 reviews) | 8.3 (20 reviews) | 
| **Cross-system Integration** | 8.2 (19 reviews) | 8.4 (20 reviews) | 
| **Adaptive Learning** | 8.0 (19 reviews) | 8.3 (20 reviews) | 
| **Natural Language Interaction** | 7.6 (19 reviews) | 8.3 (20 reviews) | 
| **Proactive Assistance** | 8.2 (19 reviews) | 8.4 (20 reviews) | 
| **Decision Making** | 8.5 (19 reviews) | 8.3 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.3/10 | 253 |
| **Kustomer** | 9.0/10 | 54 |

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Generation** | 9.0 (61 reviews) | 8.3 (25 reviews) | 
| **AI Text Summarization** | 9.0 (61 reviews) | 8.4 (25 reviews) | 

#### Process

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Mentions** | 9.1 (179 reviews) | 8.8 (41 reviews) | 
| **Tickets** | 9.4 (195 reviews) | 9.2 (46 reviews) | 
| **Macros** | 9.4 (181 reviews) | 9.5 (48 reviews) | 

#### Channels

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Email** | 9.7 (237 reviews) | 9.6 (47 reviews) | 
| **Social** | 9.3 (189 reviews) | 9.1 (44 reviews) | 
| **Live Chat** | 9.5 (226 reviews) | 9.3 (44 reviews) | 
| **Phone** | 9.3 (225 reviews) | 9.1 (43 reviews) | 
| **Text** | 9.5 (227 reviews) | 9.3 (43 reviews) | 

#### Insight

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Surveys** | 9.0 (197 reviews) | 9.1 (44 reviews) | 
| **Reporting** | 9.3 (198 reviews) | 8.7 (47 reviews) | 
| **Visitor Activity** | 9.3 (181 reviews) | 8.2 (41 reviews) | 
| **Help Desk** | 9.5 (182 reviews) | 8.7 (44 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.5/10 | 47 |
| **Kustomer** | 8.3/10 | 38 |

#### Generative AI

| Feature | Gladly | Kustomer | 
|---|---|---|
| **AI Text Generation** | 8.4 (45 reviews) | 8.1 (36 reviews) | 
| **AI Text Summarization** | 8.5 (46 reviews) | 8.3 (36 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Kustomer** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Gladly | Kustomer | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (7):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Gladly (2):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Kustomer (1):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)


---
## Reviewer Demographics

### By Company Size

| Segment | Gladly | Kustomer | 
|---|---|---|
| **Small-Business** | 22.3% | 21.4% | 
| **Mid-Market** | 60.9% | 66.2% | 
| **Enterprise** | 16.9% | 12.4% | 

### By Industry

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.5%
- **Health, Wellness and Fitness:** 4.3%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

#### Kustomer

- **Consumer Services:** 13.9%
- **Retail:** 11.1%
- **Health, Wellness and Fitness:** 6.0%
- **Apparel & Fashion:** 5.8%
- **Food & Beverages:** 5.4%
- **Consumer Goods:** 5.0%
- **Information Technology and Services:** 4.2%
- **Transportation/Trucking/Railroad:** 3.0%
- **Computer Software:** 2.8%
- **Financial Services:** 2.6%
- **Other:** 40.5%

---
## Alternatives

### Alternatives to Gladly

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (8372 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7075 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3912 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (582 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3771 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2511 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2599 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1571 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)

### Alternatives to Kustomer

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3912 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7075 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3771 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (582 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (8372 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2511 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (3009 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7939 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (431 reviews)

---
## Top Discussions

### Gladly

- Title: [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) — 2 comments
  > **Top comment:** "Communicating with our clientele"
- Title: [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) — 2 comments, 1 upvote
  > **Top comment:** "The ease of use with customers
"
- Title: [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) — 2 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) — 2 comments, 1 upvote
  > **Top comment:** "Hi Katheryn, 

Thank you for your note. We will be in touch with you shortly to connect on this. 

Sincerely,
Gladly"
- Title: [Can we get some more Gladly swag? Hoodie? Lol](https://www.g2.com/discussions/30344-can-we-get-some-more-gladly-swag-hoodie-lol) — 2 comments
  > **Top comment:** "Hey John - Thank you for your awesome review. We'll see what we can do! :)

- Team Gladly"

### Kustomer

- Title: [How can I post a note with out it closing](https://www.g2.com/discussions/34616-how-can-i-post-a-note-with-out-it-closing) — 1 comment
  > **Top comment:** "You can add internal note by clicking on note and it will be visible only for the users of your company :) "
- Title: [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.](https://www.g2.com/discussions/34159-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-) — 1 comment, 1 upvote
  > **Top comment:** "All the conversations are in your search field and they are shown in the timeline. "
- Title: [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) — 1 comment, 1 upvote
  > **Top comment:** "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..."
- Title: [Is there a way for us to hear recordings of the voicemails? Or can we have a detailed view of the ticket's history like who merged tickets and such?](https://www.g2.com/discussions/30387-is-there-a-way-for-us-to-hear-recordings-of-the-voicemails-or-can-we-have-a-detailed-view-of-the-ticket-s-history-like-who-merged-tickets-and-such) — 1 comment
  > **Top comment:** "VM should be able to be heard once you pull up the customer's record. All emails, calls, and chats from that one person should pop up. "
- Title: [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No. You can add as many team members as you want and your pricing per agent will stay the same."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gladly-vs-kustomer)