# Help Scout, Kustomer vs Gladly Comparison

| | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 428 | 555 | 1,112 | 
| **Largest Market Segment** | Small-Business (62.0% of reviews) | Mid-Market (66.1% of reviews) | Mid-Market (60.8% of reviews) | 
| **Entry Level Price** | $0.00 5 Users Per Month | Contact Us | No pricing available | 

---
## Top Pros & Cons

### Help Scout

Pros:
- Ease of Use (14 reviews)
- Features (11 reviews)

Cons:
- Lack of Features (8 reviews)
- Limited Features (7 reviews)

### Kustomer

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

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

### Gladly

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

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

---
## Ratings Comparison
| Rating | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
  | **Meets Requirements** | 8.7 (325 reviews) | 8.9 (409 reviews) | 9.3 (801 reviews) | 
  | **Ease of Use** | 9.2 (329 reviews) | 8.8 (424 reviews) | 9.5 (807 reviews) | 
  | **Ease of Setup** | 9.2 (171 reviews) | 8.7 (234 reviews) | 9.3 (321 reviews) | 
  | **Ease of Admin** | 9.1 (167 reviews) | 8.2 (154 reviews) | 9.2 (177 reviews) | 
  | **Quality of Support** | 9.0 (299 reviews) | 9.0 (390 reviews) | 9.4 (764 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (161 reviews) | 8.8 (150 reviews) | 9.5 (177 reviews) | 
  | **Product Direction (% positive)** | 8.1 (313 reviews) | 8.8 (395 reviews) | 9.4 (769 reviews) | 

---
## Pricing

### Help Scout

#### Entry-Level Pricing

Plan: Free

Price: $0.00 5 Users Per Month

Description: Limited to 100 contacts per month and 5 users.

Key Features:
- Up to 5 users
- 1 Inbox
- 10 Saved replies

[Browse all 5 editions](https://www.g2.com/products/help-scout/pricing)

#### Free Trial

Yes

### 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

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.1/10 | 222 |
| **Kustomer** | 8.7/10 | 295 |
| **Gladly** | 9.0/10 | 395 |

#### Ticket and Case Management

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Ticket creation user experience** | 9.2 (177 reviews) ✓ Verified | 9.2 (185 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.2 (179 reviews) ✓ Verified | 9.1 (193 reviews) ✓ Verified | 9.2 (204 reviews) ✓ Verified | 
| **Workflow** | 8.6 (195 reviews) ✓ Verified | 8.9 (197 reviews) ✓ Verified | 9.2 (217 reviews) ✓ Verified | 
| **Response Automation** | 8.6 (167 reviews) | 8.9 (188 reviews) ✓ Verified | 9.1 (210 reviews) ✓ Verified | 
| **SLA Management** | Feature Not Available | 8.9 (165 reviews) ✓ Verified | 9.1 (176 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.6 (178 reviews) ✓ Verified | 8.9 (182 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.9 (182 reviews) ✓ Verified | 9.2 (183 reviews) ✓ Verified | 9.3 (200 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.2 (100 reviews) | 9.2 (186 reviews) ✓ Verified | 9.3 (212 reviews) ✓ Verified | 

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Generation** | 5.8 (8 reviews) | 7.9 (53 reviews) | 8.3 (65 reviews) | 
| **AI Text Summarization** | 6.1 (6 reviews) | 8.4 (51 reviews) | 8.5 (66 reviews) | 

#### Agentic AI - Help Desk

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (43 reviews) | 8.5 (30 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.9 (43 reviews) | 8.3 (29 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (43 reviews) | 8.3 (28 reviews) | 

#### Communication Channels

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Customer Portal** | Feature Not Available | 8.9 (166 reviews) ✓ Verified | 9.4 (209 reviews) ✓ Verified | 
| **Email to Case** | 9.2 (172 reviews) ✓ Verified | 9.3 (196 reviews) ✓ Verified | 9.5 (227 reviews) ✓ Verified | 
| **Chat/Live Support** | 7.8 (106 reviews) ✓ Verified | 9.1 (168 reviews) ✓ Verified | 9.5 (216 reviews) ✓ Verified | 
| **Social Integration** | 7.7 (61 reviews) | 8.5 (166 reviews) ✓ Verified | 9.0 (177 reviews) ✓ Verified | 
| **Voice** | 7.0 (29 reviews) ✓ Verified | 8.7 (155 reviews) | 9.1 (205 reviews) ✓ Verified | 

#### Platform

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Mobile User Support** | 7.5 (39 reviews) | 8.0 (83 reviews) | 8.2 (142 reviews) ✓ Verified | 
| **Customization ** | 7.7 (93 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (104 reviews) ✓ Verified | 9.2 (124 reviews) ✓ Verified | 9.2 (156 reviews) ✓ Verified | 
| **Integration** | 8.5 (82 reviews) ✓ Verified | 9.0 (129 reviews) ✓ Verified | 9.1 (162 reviews) ✓ Verified | 
| **Reporting** | 8.1 (149 reviews) ✓ Verified | 8.4 (164 reviews) ✓ Verified | 8.7 (161 reviews) ✓ Verified | 
| **Dashboards** | 8.2 (152 reviews) ✓ Verified | 8.5 (159 reviews) ✓ Verified | 9.2 (159 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.7/10 | 16 |
| **Kustomer** | N/A | N/A |
| **Gladly** | N/A | N/A |

#### Channels

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Multi-Channel Coverage** | 9.7 (11 reviews) | Not enough data | Not enough data | 
| **Open Listening** | 8.6 (7 reviews) | Not enough data | Not enough data | 
| **Physical Media** | 8.1 (6 reviews) | Not enough data | Not enough data | 

#### Design

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Communications Strategy Development** | 7.7 (8 reviews) | Not enough data | Not enough data | 
| **Create Content** | 8.8 (7 reviews) | Not enough data | Not enough data | 
| **Personalization** | 8.5 (11 reviews) | Not enough data | Not enough data | 
| **Inbound Identification** | 9.1 (11 reviews) | Not enough data | Not enough data | 
| **Regulatory Compliance** | 9.3 (10 reviews) | Not enough data | Not enough data | 

#### Generative AI

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

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.9/10 | 66 |
| **Kustomer** | N/A | N/A |
| **Gladly** | N/A | N/A |

#### Productivity Tools

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Notes** | 9.4 (59 reviews) | Not enough data | Not enough data | 
| **Internal Discussion** | 9.0 (56 reviews) | Not enough data | Not enough data | 
| **Assignments and Tasks** | 8.9 (52 reviews) | Not enough data | Not enough data | 
| **Workflows** | 9.0 (52 reviews) | Not enough data | Not enough data | 
| **Templates** | 9.1 (53 reviews) | Not enough data | Not enough data | 
| **Integrations** | 8.5 (47 reviews) | Not enough data | Not enough data | 
| **Tagging System** | 9.2 (59 reviews) | Not enough data | Not enough data | 

#### Analytics

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Trends** | 8.3 (39 reviews) | Not enough data | Not enough data | 
| **Performance Tracking** | 8.5 (50 reviews) | Not enough data | Not enough data | 
| **Email Tracking** | Feature Not Available | Not enough data | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Gladly** | 9.0/10 | 468 |

#### Channels

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

#### Generative AI

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

#### Functions

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

#### Agentic AI - Contact Center

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 7.9 (26 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 8.8 (26 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 8.3 (26 reviews) | 
| **Proactive Assistance** | Not enough data | Not enough data | 8.3 (26 reviews) | 

#### Administrative

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

### AI Agents For Business Operations

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

#### Responses

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

#### Automation - AI Agents

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 

#### Platform

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

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

#### Generative AI

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

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.6/10 | 70 |
| **Kustomer** | 8.9/10 | 226 |
| **Gladly** | 9.0/10 | 348 |

#### Conversational Platform

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Personalization** | 8.3 (57 reviews) | 9.0 (187 reviews) | 8.9 (301 reviews) | 
| **Omnichannel** | 8.5 (31 reviews) | 9.1 (180 reviews) | 9.3 (278 reviews) | 
| **Contextual Engagement** | 8.7 (33 reviews) | 9.1 (166 reviews) | 9.1 (276 reviews) | 
| **Proactive Engagement** | 8.4 (36 reviews) | 8.9 (87 reviews) | 9.3 (248 reviews) | 

#### Support Automation

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Intelligent Routing** | 8.4 (36 reviews) | 9.0 (162 reviews) | 9.0 (291 reviews) | 
| **Seamless Escalation** | 8.8 (42 reviews) | 9.0 (177 reviews) | 9.1 (284 reviews) | 
| **Transcripts** | 8.4 (34 reviews) | 9.3 (157 reviews) | 9.0 (271 reviews) | 
| **Self-Serve Support** | 9.0 (36 reviews) | 8.6 (89 reviews) | 9.0 (255 reviews) | 

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (54 reviews) | 8.6 (108 reviews) | 
| **AI Text Summarization** | Not enough data | 8.4 (54 reviews) | 8.8 (108 reviews) | 

### Email Management

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

#### Sorting & Filtering

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | Not enough data | 
| **Tags** | Not enough data | Not enough data | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | Not enough data | 

#### Integrations

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | Not enough data | 

#### Time Management

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | Not enough data | 
| **Snooze** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Email Management

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 

### Customer Service Automation

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

#### Customer Support

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

#### Automation

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

#### Artificial Intelligence

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

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.5/10 | 135 |
| **Kustomer** | 8.4/10 | 254 |
| **Gladly** | 9.0/10 | 447 |

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (43 reviews) | 8.6 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (43 reviews) | 8.8 (113 reviews) | 
| **AI Text-to-Speech** | Not enough data | 6.9 (42 reviews) | 7.8 (77 reviews) | 

#### Communication

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Pop-up Chat** | 8.9 (30 reviews) ✓ Verified | 8.9 (156 reviews) ✓ Verified | 9.4 (328 reviews) ✓ Verified | 
| **Notifications** | 8.9 (32 reviews) ✓ Verified | 8.9 (175 reviews) ✓ Verified | 9.2 (355 reviews) ✓ Verified | 
| **Targeted Emails** | Feature Not Available | 9.0 (145 reviews) ✓ Verified | 9.2 (298 reviews) ✓ Verified | 
| **In-App Messaging** | 8.2 (22 reviews) ✓ Verified | 8.8 (134 reviews) ✓ Verified | 9.3 (306 reviews) ✓ Verified | 
| **Co-Browsing** | Feature Not Available | 8.1 (84 reviews) | 8.7 (255 reviews) | 

####  Internal Use

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Customization ** | 7.7 (93 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | 9.1 (153 reviews) ✓ Verified | 9.2 (319 reviews) ✓ Verified | 
| **Lead Development** | 7.9 (18 reviews) ✓ Verified | 8.2 (90 reviews) | 8.8 (278 reviews) ✓ Verified | 
| **Knowledge Base** | 9.1 (35 reviews) ✓ Verified | 8.8 (152 reviews) ✓ Verified | 9.4 (335 reviews) ✓ Verified | 
| **Team Inbox ** | 9.5 (33 reviews) ✓ Verified | 9.0 (157 reviews) ✓ Verified | 9.3 (325 reviews) ✓ Verified | 
| **Customer Profiles** | 8.4 (30 reviews) ✓ Verified | 9.0 (174 reviews) ✓ Verified | 9.3 (358 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.6/10 | 128 |
| **Kustomer** | 8.5/10 | 108 |
| **Gladly** | 8.6/10 | 279 |

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 8.3 (33 reviews) | 8.9 (82 reviews) | 

#### Self-Service Experience

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Knowledge Base** | 8.7 (108 reviews) | 8.8 (90 reviews) | 9.4 (241 reviews) | 
| **Searchable Articles** | 8.3 (103 reviews) | 8.7 (86 reviews) | 9.2 (226 reviews) | 
| **Community Forums** | Feature Not Available | 8.6 (67 reviews) | 8.8 (191 reviews) | 
| **Mobile Optimization** | 8.3 (26 reviews) | 8.3 (50 reviews) | 9.0 (197 reviews) | 
| **Personalization** | 8.5 (29 reviews) | 8.6 (54 reviews) | 9.0 (218 reviews) | 

#### Self-Service Platform

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Branding** | 8.8 (28 reviews) | 9.0 (58 reviews) | 9.3 (212 reviews) | 
| **Automation** | 8.7 (32 reviews) | 8.9 (59 reviews) | 9.2 (223 reviews) | 
| **Artificial Intelligence** | Feature Not Available | 8.5 (53 reviews) | 8.9 (213 reviews) | 
| **Integrations** | 8.7 (29 reviews) | 9.0 (57 reviews) | 9.2 (210 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (20 reviews) | 7.5 (19 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (20 reviews) | 8.1 (19 reviews) | 
| **Cross-system Integration** | Not enough data | 8.4 (20 reviews) | 8.2 (19 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (20 reviews) | 8.0 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (20 reviews) | 7.6 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 8.4 (20 reviews) | 8.2 (19 reviews) | 
| **Decision Making** | Not enough data | 8.3 (19 reviews) | 8.5 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Kustomer** | 9.0/10 | 53 |
| **Gladly** | 9.3/10 | 254 |

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (24 reviews) | 9.0 (61 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (24 reviews) | 9.0 (61 reviews) | 

#### Process

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Mentions** | Not enough data | 8.8 (40 reviews) | 9.1 (179 reviews) | 
| **Tickets** | Not enough data | 9.2 (45 reviews) | 9.4 (195 reviews) | 
| **Macros** | Not enough data | 9.5 (47 reviews) | 9.4 (181 reviews) | 

#### Channels

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Email** | Not enough data | 9.6 (46 reviews) | 9.7 (237 reviews) | 
| **Social** | Not enough data | 9.1 (43 reviews) | 9.3 (189 reviews) | 
| **Live Chat** | Not enough data | 9.3 (43 reviews) | 9.5 (226 reviews) | 
| **Phone** | Not enough data | 9.1 (42 reviews) | 9.3 (225 reviews) | 
| **Text** | Not enough data | 9.3 (42 reviews) | 9.5 (227 reviews) | 

#### Insight

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Surveys** | Not enough data | 9.1 (43 reviews) | 9.0 (197 reviews) | 
| **Reporting** | Not enough data | 8.7 (46 reviews) | 9.3 (198 reviews) | 
| **Visitor Activity** | Not enough data | 8.4 (40 reviews) | 9.3 (181 reviews) | 
| **Help Desk** | Not enough data | 8.7 (43 reviews) | 9.5 (182 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Kustomer** | 8.3/10 | 38 |
| **Gladly** | 8.5/10 | 47 |

#### Generative AI

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (36 reviews) | 8.4 (45 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (36 reviews) | 8.5 (46 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **Kustomer** | 8.4/10 | 10 |
| **Gladly** | 8.4/10 | 17 |

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

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (8 reviews) | 8.1 (15 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (8 reviews) | 8.5 (14 reviews) | 
| **Sentiment Analysis** | Not enough data | 7.7 (8 reviews) | 8.6 (14 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (8 reviews) | 8.5 (16 reviews) | 
| **Multilingual Support** | Not enough data | 7.9 (7 reviews) | 8.3 (14 reviews) | 

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

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.1 (7 reviews) | 8.2 (14 reviews) | 
| **Feedback Collection** | Not enough data | 8.1 (7 reviews) | 7.7 (13 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (8 reviews) | 8.6 (13 reviews) | 
| **Workflow Optimization** | Not enough data | 8.7 (9 reviews) | 8.9 (15 reviews) | 

#### Automation

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.8 (8 reviews) | 8.9 (15 reviews) | 
| **Feedback Collection** | Not enough data | 8.5 (8 reviews) | 8.0 (14 reviews) | 
| **Document Processing** | Not enough data | 8.8 (7 reviews) | 7.3 (14 reviews) | 

#### Autonomy

| Feature | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | 8.8 (7 reviews) | 8.4 (15 reviews) | 
| **Adaptive Responses** | Not enough data | 9.2 (8 reviews) | 8.8 (14 reviews) | 
| **Task Execution** | Not enough data | 8.6 (7 reviews) | 8.3 (15 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (8 reviews) | 8.6 (15 reviews) | 

### AI Agents

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

#### Agentic AI - AI Agents

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

---
## Categories
**Shared Categories (5):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [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)

**Unique to Help Scout (3):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Email Management Software](https://www.g2.com/categories/email-management)

**Unique to Kustomer (3):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Gladly (4):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | Help Scout | Kustomer | Gladly | 
|---|---|---|---|
| **Small-Business** | 62.0% | 21.2% | 22.3% | 
| **Mid-Market** | 33.7% | 66.1% | 60.8% | 
| **Enterprise** | 4.4% | 12.7% | 16.9% | 

### By Industry

#### Help Scout

- **Computer Software:** 21.2%
- **Information Technology and Services:** 9.9%
- **Internet:** 7.5%
- **Marketing and Advertising:** 4.3%
- **Financial Services:** 4.1%
- **Retail:** 4.1%
- **Consumer Services:** 3.8%
- **Real Estate:** 3.6%
- **Hospital & Health Care:** 3.4%
- **Health, Wellness and Fitness:** 2.4%
- **Other:** 35.8%

#### Kustomer

- **Consumer Services:** 13.7%
- **Retail:** 11.2%
- **Health, Wellness and Fitness:** 5.8%
- **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:** 40.4%

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.4%
- **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%

---
## Alternatives

### Alternatives to Help Scout

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2468 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7641 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 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 (7340 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2468 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7641 reviews)
- [Oracle Service Cloud (formerly RightNow)](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews) — 3.9/5 stars (134 reviews)

### 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 (7340 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2468 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1550 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)

---
## Top Discussions

### Help Scout

- Title: [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) — 2 comments
  > **Top comment:** "What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.

I..."
- Title: [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) — 2 comments, 1 upvote
  > **Top comment:** "I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded)."
- Title: [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) — 1 comment
  > **Top comment:** "No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to..."
- Title: [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) — 1 comment
  > **Top comment:** "Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report..."
- Title: [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) — 1 comment, 1 upvote
  > **Top comment:** "Hey RolynnAnne,

I'm Anthony, a member of Help Scout's support team. We have an existing integration (included in all of our plans) with Aircall that..."

### 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."

### 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"

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