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Software · head to head

Gladly vs Gusto

Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Gusto logo

Gusto

Software

The people platform for small businesses

From
$49/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers; Gusto customer service can be slow and unresponsive to issues
  • They diverge on capability: Gladly covers Lifelong conversation, Gusto covers Automated payroll.

Where they differ

Only the attributes on which Gladly and Gusto actually diverge.

Attributes where Gladly and Gusto differ
AttributeGladlyGusto
Starting price$180/month$49/month
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb
Founded20142011

Identical on both: free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Salesforce

Only in Gusto

  • Automated payroll
  • Tax filing
  • Benefits administration
  • Time tracking
  • Employee onboarding
  • HR compliance
  • Workers' comp
  • 401(k) management

Both cover

  • SOC2
  • PCI DSS

What people use each for

The jobs each tool is most often brought in to do.

Gladly

  • Customer service built around a single customer record rather than ticketsnot Gusto
  • Handling support conversations across voice, messaging and emailnot Gusto

Gusto

  • Payroll processingnot Gladly
  • Benefits administrationnot Gladly
  • Tax compliancenot Gladly
  • Employee onboardingnot Gladly
  • Time trackingnot Gladly

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Gusto

  • Customer service can be slow and unresponsive to issues
  • Weak reporting capabilities, cannot export data to spreadsheets for analysis
  • Support staff lacks deep payroll expertise and knowledge
  • Rehired employees do not have settings reset, causing manual cleanup work
  • City tax handling requires additional monitoring and monitoring
  • Onboarding can have issues with bank account verification and tax registration

Pricing, plan by plan

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Gusto

$49/month

No published plan breakdown. See the Gusto review.

Which should you pick?

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Choose Gusto if

  • You need automated payroll.
  • You also want tax filing.
Gusto review

Questions people ask

Is Gladly or Gusto better?
Neither clearly leads. Gladly starts at $180/month and Gusto at $49/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Gusto?
Gladly starts at $180/month and Gusto at $49/month.
Does Gladly or Gusto run on more platforms?
Gladly runs on Web, Ios, Android. Gusto runs on Web.
What is Gladly best used for?
Gladly is most often used for customer service built around a single customer record rather than tickets, handling support conversations across voice, messaging and email. Of those, customer service built around a single customer record rather than tickets and handling support conversations across voice, messaging and email are not what Gusto is typically brought in for.
What can Gladly do that Gusto cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Gusto covers Automated payroll, Tax filing, Benefits administration, Time tracking. Both handle SOC2, PCI DSS.

Answered from the vendors’ own pages

Gusto: What is Gusto's starting price?

Gusto starts at $49 per month plus $6 per person. The company also offers a Contractor-only plan for $35 per month plus $6 per contractor.

Source
Gusto: Does Gusto include unlimited payroll runs?

Yes, all Gusto plans include unlimited payroll runs at no extra charge, including off-cycle payrolls.

Source
Gusto: What core features are included in Gusto?

All plans include payroll processing, tax administration, digital onboarding, benefits enrollment, time tracking, performance management, and next-day direct deposit for most plans.

Source
Gusto: Does Gusto support integrations?

Yes, Gusto integrates with accounting software, applicant tracking systems, benefits providers, time-tracking tools, and other business platforms to reduce data entry.

Source
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