# Which Conversational Support Tools Are Used Daily by Support Admins After Initial Rollout?

Support admins who've been running Conversational Support tools for a while tend to keep using some platforms far more consistently than others, and G2's adoption data shows a real gap between the top performers and the category average.

Gladly (4.7/5, 1,114 reviews) posts the highest average user adoption in the category at 92%, well above the category average of 71%, and reviewers consistently describe it as keeping every channel in one continuous thread that agents actually rely on day to day. Its reviewer base is mostly mid-market (51-1,000 employees), and the tradeoff several mention is a real learning curve during initial setup before that daily habit kicks in.
Kustomer (4.4/5, 566 reviews) shows 86% average adoption, and reviewers point to its unified customer timeline as the feature that keeps admins coming back, since it removes the need to piece together history across tools. Its base also skews mid-market, and the recurring caveat is a knowledge base and reporting suite that several reviewers say lag behind the rest of the platform.
Talkdesk (4.4/5, 2,599 reviews) reaches 84% adoption, with reviewers crediting its Copilot layer, call recordings, and reporting for making it something admins check constantly rather than just during onboarding. Its reviewer base is heaviest in mid-market (51-1,000 employees) organizations, and the honest caveat is occasional call-routing reliability issues that a few reviewers say affect service-level metrics.

For a team measuring success by day-90 usage rather than day-one setup, does raw adoption percentage matter more than which specific habit (unified timeline, continuous thread, AI copilot) is driving it?

##### Post Metadata - Posted at: 9 days ago - Author title: SEO Content Writer - Net upvotes: 1 ## Comments ### Comment 1 Conversational Support reviews on G2 for Gladly independently repeat the person-not-ticket framing the post credits it with, several separate reviewers describe the same contrast the post makes, other tools organizing by case number,r while Gladly keeps the entire conversation attached to the person regardless of which channel they used to reach out. That pattern holds across very different company sizes and industries, which suggests it's a real design choice paying off rather than a coincidence in a handful of reviews. The learning curve caveat is just as consistent, though it shows up as a setup and configuration cost rather than a daily-use complaint, more than one reviewer describes needing real time to map workflows and routing rules correctly before the system reflects how the team actually operates. That timing detail matters for the post's own question about day-ninety usage, since a rocky first few weeks of configuration shouldn't be read as a sign the adoption habit won't stick once the setup work is actually finished. ##### Comment Metadata - Posted at: 8 days ago - Author title: Marketing ## Related discussions - [How well does Trello scale into a larger team?](https://www.g2.com/discussions/1-how-well-does-trello-scale-into-a-larger-team) - Posted at: over 13 years ago - Comments: 6 - [Can we please add a new section](https://www.g2.com/discussions/2-can-we-please-add-a-new-section) - Posted at: over 13 years ago - Comments: 0 - [Quantifiable benefits from implementing your CRM](https://www.g2.com/discussions/quantifiable-benefits-from-implementing-your-crm) - Posted at: over 13 years ago - Comments: 4