# Kustomer, Zoho Desk vs Gladly Comparison

| | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 555 | 7,616 | 1,111 | 
| **Largest Market Segment** | Mid-Market (66.1% of reviews) | Small-Business (72.8% of reviews) | Mid-Market (60.8% of reviews) | 
| **Entry Level Price** | Contact Us | $0.00 | No pricing available | 

---
## Top Pros & Cons

### Kustomer

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

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

### Zoho Desk

Pros:
- Ease of Use (622 reviews)
- Features (462 reviews)

Cons:
- Learning Curve (297 reviews)
- Steep Learning Curve (211 reviews)

### Gladly

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

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

---
## Ratings Comparison
| Rating | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
  | **Meets Requirements** | 8.9 (409 reviews) | 8.7 (6125 reviews) | 9.3 (800 reviews) | 
  | **Ease of Use** | 8.8 (424 reviews) | 8.5 (6206 reviews) | 9.5 (806 reviews) | 
  | **Ease of Setup** | 8.7 (234 reviews) | 8.1 (5477 reviews) | 9.3 (320 reviews) | 
  | **Ease of Admin** | 8.2 (154 reviews) | 8.3 (4932 reviews) | 9.2 (177 reviews) | 
  | **Quality of Support** | 9.0 (390 reviews) | 8.3 (5511 reviews) | 9.4 (763 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (150 reviews) | 8.4 (4460 reviews) | 9.5 (177 reviews) | 
  | **Product Direction (% positive)** | 8.8 (395 reviews) | 8.9 (5844 reviews) | 9.4 (768 reviews) | 

---
## Pricing

### 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

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

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

#### Free Trial

Yes

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | 8.7/10 | 295 |
| **Zoho Desk** | 8.1/10 | 4363 |
| **Gladly** | 9.0/10 | 394 |

#### Ticket and Case Management

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Ticket creation user experience** | 9.2 (185 reviews) ✓ Verified | 8.7 (3493 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (193 reviews) ✓ Verified | 8.5 (3387 reviews) ✓ Verified | 9.2 (204 reviews) ✓ Verified | 
| **Workflow** | 8.9 (197 reviews) ✓ Verified | 8.4 (3216 reviews) ✓ Verified | 9.2 (216 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (188 reviews) ✓ Verified | 8.3 (2969 reviews) ✓ Verified | 9.1 (210 reviews) ✓ Verified | 
| **SLA Management** | 8.9 (165 reviews) ✓ Verified | 8.2 (2696 reviews) ✓ Verified | 9.1 (176 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.9 (182 reviews) ✓ Verified | 8.4 (2918 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.2 (183 reviews) ✓ Verified | 8.5 (2951 reviews) ✓ Verified | 9.3 (199 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.2 (186 reviews) ✓ Verified | 8.3 (2532 reviews) ✓ Verified | 9.3 (211 reviews) ✓ Verified | 

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Generation** | 7.9 (53 reviews) | 7.4 (972 reviews) | 8.3 (65 reviews) | 
| **AI Text Summarization** | 8.4 (51 reviews) | 7.4 (953 reviews) | 8.5 (66 reviews) | 

#### Agentic AI - Help Desk

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.8 (43 reviews) | 7.1 (359 reviews) | 8.5 (30 reviews) | 
| **Natural Language Interaction** | 7.9 (43 reviews) | 7.2 (362 reviews) | 8.3 (29 reviews) | 
| **Proactive Assistance** | 8.1 (43 reviews) | 7.2 (359 reviews) | 8.3 (28 reviews) | 

#### Communication Channels

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Customer Portal** | 8.9 (166 reviews) ✓ Verified | 8.3 (2882 reviews) ✓ Verified | 9.4 (209 reviews) ✓ Verified | 
| **Email to Case** | 9.3 (196 reviews) ✓ Verified | 8.6 (3137 reviews) ✓ Verified | 9.5 (226 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.1 (168 reviews) ✓ Verified | 8.2 (2424 reviews) ✓ Verified | 9.5 (215 reviews) ✓ Verified | 
| **Social Integration** | 8.5 (166 reviews) ✓ Verified | 8.0 (2164 reviews) ✓ Verified | 9.0 (176 reviews) ✓ Verified | 
| **Voice** | 8.7 (155 reviews) | 7.8 (1930 reviews) ✓ Verified | 9.1 (205 reviews) ✓ Verified | 

#### Platform

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Mobile User Support** | 8.0 (83 reviews) | 8.1 (2307 reviews) ✓ Verified | 8.2 (142 reviews) ✓ Verified | 
| **Customization ** | 8.8 (173 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (124 reviews) ✓ Verified | 8.4 (2863 reviews) ✓ Verified | 9.2 (156 reviews) ✓ Verified | 
| **Integration** | 9.0 (129 reviews) ✓ Verified | 8.2 (2374 reviews) ✓ Verified | 9.1 (161 reviews) ✓ Verified | 
| **Reporting** | 8.4 (164 reviews) ✓ Verified | 8.3 (2855 reviews) ✓ Verified | 8.7 (160 reviews) ✓ Verified | 
| **Dashboards** | 8.5 (159 reviews) ✓ Verified | 8.4 (2989 reviews) ✓ Verified | 9.2 (158 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 377 |
| **Gladly** | N/A | N/A |

#### Administration

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Database Management ** | Not enough data | 8.2 (344 reviews) | Not enough data | 
| **Data Workflows** | Not enough data | 8.2 (342 reviews) | Not enough data | 
| **Issue Management** | Not enough data | 8.4 (346 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (325 reviews) | Not enough data | 
| **Publishing Workflows** | Not enough data | 8.2 (316 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.2 (322 reviews) | Not enough data | 

#### Compliance

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (337 reviews) | Not enough data | 
| **Data Governance** | Not enough data | 8.3 (334 reviews) | Not enough data | 
| **Compliance** | Not enough data | 8.2 (336 reviews) | Not enough data | 
| **Auditing** | Not enough data | 8.1 (334 reviews) | Not enough data | 

#### Customer Support

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (311 reviews) | Not enough data | 
| **Suggestions** | Not enough data | 8.2 (312 reviews) | Not enough data | 
| **Decision Trees** | Not enough data | 8.0 (310 reviews) | Not enough data | 

#### Data Security

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.1 (336 reviews) | Not enough data | 
| **Data Transport** | Not enough data | 8.1 (330 reviews) | Not enough data | 
| **Access Management** | Not enough data | 8.4 (335 reviews) | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | 8.4 (333 reviews) | Not enough data | 

#### Administration

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Integrations** | Not enough data | 8.1 (313 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.4 (315 reviews) | Not enough data | 
| **Performance and Reliability** | Not enough data | 8.5 (313 reviews) | Not enough data | 

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (248 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | N/A | N/A |
| **Zoho Desk** | 7.9/10 | 612 |
| **Gladly** | N/A | N/A |

#### Channels

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.2 (579 reviews) | Not enough data | 
| **Open Listening** | Not enough data | 8.0 (558 reviews) | Not enough data | 
| **Physical Media** | Not enough data | Feature Not Available | Not enough data | 

#### Design

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Communications Strategy Development** | Not enough data | 7.9 (547 reviews) | Not enough data | 
| **Create Content** | Not enough data | 7.7 (556 reviews) | Not enough data | 
| **Personalization** | Not enough data | 8.1 (554 reviews) | Not enough data | 
| **Inbound Identification** | Not enough data | 8.1 (550 reviews) | Not enough data | 
| **Regulatory Compliance** | Not enough data | 8.1 (533 reviews) | Not enough data | 

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (428 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 7.5 (421 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 461 |
| **Gladly** | N/A | N/A |

#### Usability

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (448 reviews) | Not enough data | 
| **Supporting Documents** | Not enough data | 8.3 (442 reviews) | Not enough data | 
| **Two-Way Communication** | Not enough data | 8.3 (434 reviews) | Not enough data | 

#### Reporting

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (431 reviews) | Not enough data | 
| **Trend Analysis** | Not enough data | 8.2 (416 reviews) | Not enough data | 
| **Performance Monitoring** | Not enough data | 8.3 (423 reviews) | Not enough data | 

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (329 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 7.8 (324 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |
| **Gladly** | 9.0/10 | 468 |

#### Channels

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

#### Functions

| Feature | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 |
|---|---|---|
| **Kustomer** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |
| **Gladly** | N/A | N/A |

#### Responses

| Feature | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 |
|---|---|---|
| **Kustomer** | 8.9/10 | 226 |
| **Zoho Desk** | N/A | N/A |
| **Gladly** | 9.0/10 | 348 |

#### Conversational Platform

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Personalization** | 9.0 (187 reviews) | Not enough data | 8.9 (301 reviews) | 
| **Omnichannel** | 9.1 (180 reviews) | Not enough data | 9.3 (278 reviews) | 
| **Contextual Engagement** | 9.1 (166 reviews) | Not enough data | 9.1 (276 reviews) | 
| **Proactive Engagement** | 8.9 (87 reviews) | Not enough data | 9.3 (248 reviews) | 

#### Support Automation

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Intelligent Routing** | 9.0 (162 reviews) | Not enough data | 9.0 (291 reviews) | 
| **Seamless Escalation** | 9.0 (177 reviews) | Not enough data | 9.1 (284 reviews) | 
| **Transcripts** | 9.3 (157 reviews) | Not enough data | 9.0 (271 reviews) | 
| **Self-Serve Support** | 8.6 (89 reviews) | Not enough data | 9.0 (255 reviews) | 

#### Generative AI

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

### Customer Service Automation

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

#### Customer Support

| Feature | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 | Kustomer | Zoho Desk | 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 |
|---|---|---|
| **Kustomer** | 8.4/10 | 254 |
| **Zoho Desk** | 8.5/10 | 3382 |
| **Gladly** | 9.0/10 | 447 |

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Generation** | 7.3 (43 reviews) | 7.9 (175 reviews) | 8.6 (111 reviews) | 
| **AI Text Summarization** | 7.5 (43 reviews) | 8.0 (177 reviews) | 8.8 (113 reviews) | 
| **AI Text-to-Speech** | 6.9 (42 reviews) | Feature Not Available | 7.8 (77 reviews) | 

#### Communication

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Pop-up Chat** | 8.9 (156 reviews) ✓ Verified | 8.8 (719 reviews) ✓ Verified | 9.4 (328 reviews) ✓ Verified | 
| **Notifications** | 8.9 (175 reviews) ✓ Verified | 8.7 (760 reviews) ✓ Verified | 9.2 (355 reviews) ✓ Verified | 
| **Targeted Emails** | 9.0 (145 reviews) ✓ Verified | 8.6 (659 reviews) | 9.2 (298 reviews) ✓ Verified | 
| **In-App Messaging** | 8.8 (134 reviews) ✓ Verified | 8.6 (632 reviews) ✓ Verified | 9.3 (306 reviews) ✓ Verified | 
| **Co-Browsing** | 8.1 (84 reviews) | 8.3 (356 reviews) | 8.7 (255 reviews) | 

####  Internal Use

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Customization ** | 8.8 (173 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.1 (153 reviews) ✓ Verified | Feature Not Available | 9.2 (319 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (90 reviews) | 8.4 (455 reviews) | 8.8 (278 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (152 reviews) ✓ Verified | 8.7 (714 reviews) ✓ Verified | 9.4 (335 reviews) ✓ Verified | 
| **Team Inbox ** | 9.0 (157 reviews) ✓ Verified | 8.7 (693 reviews) ✓ Verified | 9.3 (325 reviews) ✓ Verified | 
| **Customer Profiles** | 9.0 (174 reviews) ✓ Verified | 8.6 (707 reviews) ✓ Verified | 9.3 (358 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | 8.5/10 | 108 |
| **Zoho Desk** | 8.0/10 | 1875 |
| **Gladly** | 8.6/10 | 279 |

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Summarization** | 8.3 (33 reviews) | 7.7 (422 reviews) | 8.9 (82 reviews) | 

#### Self-Service Experience

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Knowledge Base** | 8.8 (90 reviews) | 8.5 (1513 reviews) | 9.4 (241 reviews) | 
| **Searchable Articles** | 8.7 (86 reviews) | 8.4 (1470 reviews) | 9.2 (226 reviews) | 
| **Community Forums** | 8.6 (67 reviews) | 8.1 (1277 reviews) | 8.8 (191 reviews) | 
| **Mobile Optimization** | 8.3 (50 reviews) | 8.1 (770 reviews) | 9.0 (197 reviews) | 
| **Personalization** | 8.6 (54 reviews) | 8.2 (815 reviews) | 9.0 (218 reviews) | 

#### Self-Service Platform

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Branding** | 9.0 (58 reviews) | 8.3 (841 reviews) | 9.3 (212 reviews) | 
| **Automation** | 8.9 (59 reviews) | 8.3 (818 reviews) | 9.2 (223 reviews) | 
| **Artificial Intelligence** | 8.5 (53 reviews) | 7.8 (731 reviews) | 8.9 (213 reviews) | 
| **Integrations** | 9.0 (57 reviews) | 8.2 (766 reviews) | 9.2 (210 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.8 (20 reviews) | 7.7 (79 reviews) | 7.5 (19 reviews) | 
| **Multi-step Planning** | 8.3 (20 reviews) | 7.7 (80 reviews) | 8.1 (19 reviews) | 
| **Cross-system Integration** | 8.4 (20 reviews) | 7.9 (79 reviews) | 8.2 (19 reviews) | 
| **Adaptive Learning** | 8.3 (20 reviews) | 7.8 (84 reviews) | 8.0 (19 reviews) | 
| **Natural Language Interaction** | 8.3 (20 reviews) | 7.8 (82 reviews) | 7.6 (19 reviews) | 
| **Proactive Assistance** | 8.4 (20 reviews) | 7.8 (80 reviews) | 8.2 (19 reviews) | 
| **Decision Making** | 8.3 (19 reviews) | 7.8 (85 reviews) | 8.5 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | 9.0/10 | 53 |
| **Zoho Desk** | 8.7/10 | 756 |
| **Gladly** | 9.3/10 | 254 |

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Generation** | 8.3 (24 reviews) | 8.2 (121 reviews) | 9.0 (61 reviews) | 
| **AI Text Summarization** | 8.3 (24 reviews) | 8.1 (118 reviews) | 9.0 (61 reviews) | 

#### Process

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Mentions** | 8.8 (40 reviews) | 8.7 (491 reviews) | 9.1 (179 reviews) | 
| **Tickets** | 9.2 (45 reviews) | 9.0 (638 reviews) | 9.4 (195 reviews) | 
| **Macros** | 9.5 (47 reviews) | 8.5 (490 reviews) | 9.4 (181 reviews) | 

#### Channels

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Email** | 9.6 (46 reviews) | 9.0 (627 reviews) | 9.7 (237 reviews) | 
| **Social** | 9.1 (43 reviews) | 8.5 (545 reviews) | 9.3 (189 reviews) | 
| **Live Chat** | 9.3 (43 reviews) | 8.7 (516 reviews) | 9.5 (226 reviews) | 
| **Phone** | 9.1 (42 reviews) | 8.6 (459 reviews) | 9.3 (225 reviews) | 
| **Text** | 9.3 (42 reviews) | 8.8 (485 reviews) | 9.5 (227 reviews) | 

#### Insight

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Surveys** | 9.1 (43 reviews) | 8.7 (494 reviews) | 9.0 (197 reviews) | 
| **Reporting** | 8.7 (46 reviews) | 8.9 (546 reviews) | 9.3 (198 reviews) | 
| **Visitor Activity** | 8.4 (40 reviews) | 8.8 (516 reviews) | 9.3 (181 reviews) | 
| **Help Desk** | 8.7 (43 reviews) | 9.0 (591 reviews) | 9.5 (182 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | 8.3/10 | 38 |
| **Zoho Desk** | 7.7/10 | 190 |
| **Gladly** | 8.5/10 | 47 |

#### Generative AI

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **AI Text Generation** | 8.1 (36 reviews) | 7.7 (186 reviews) | 8.4 (45 reviews) | 
| **AI Text Summarization** | 8.3 (36 reviews) | 7.7 (185 reviews) | 8.5 (46 reviews) | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |
| **Gladly** | N/A | N/A |

#### Agentic AI - Google Workspace for Sales

| Feature | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | Not enough data | 
| **Multi-step Planning** | Not enough data | 7.5 (6 reviews) | Not enough data | 
| **Cross-system Integration** | Not enough data | 6.9 (6 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Kustomer** | 8.4/10 | 10 |
| **Zoho Desk** | N/A | N/A |
| **Gladly** | 8.4/10 | 17 |

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

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

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

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

#### Automation

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

#### Autonomy

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

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Kustomer | Zoho Desk | 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 (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Help Desk Software](https://www.g2.com/categories/help-desk), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Kustomer (2):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Conversational Support Software](https://www.g2.com/categories/conversational-support)

**Unique to Zoho Desk (4):** [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

**Unique to Gladly (3):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Contact Center Software](https://www.g2.com/categories/contact-center)


---
## Reviewer Demographics

### By Company Size

| Segment | Kustomer | Zoho Desk | Gladly | 
|---|---|---|---|
| **Small-Business** | 21.2% | 72.8% | 22.3% | 
| **Mid-Market** | 66.1% | 23.6% | 60.8% | 
| **Enterprise** | 12.7% | 3.6% | 16.9% | 

### By Industry

#### 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%

#### Zoho Desk

- **Information Technology and Services:** 17.9%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 2.9%
- **Marketing and Advertising:** 2.6%
- **Education Management:** 2.4%
- **Accounting:** 2.2%
- **Consumer Services:** 2.2%
- **Other:** 47.7%

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.9%
- **Consumer Goods:** 6.4%
- **Health, Wellness and Fitness:** 4.2%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

---
## Alternatives

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 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 (7333 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 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 Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7333 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 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 (7333 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 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 (3748 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 (2504 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 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

### 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."

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "They have a lot of videos right here https://www.youtube.com/user/zoho

You should be able to find the video you need on youtube."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

### 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/kustomer-vs-zoho-desk-vs-gladly)