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Customer Support · head to head

Gladly vs Kapture CX

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
Kapture CX logo

Kapture CX

Customer Support

Indian customer experience platform for high-volume contact centres in travel, BFSI and retail

From
On request
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; Kapture CX nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.
  • They diverge on capability: Gladly covers Lifelong conversation, Kapture CX covers Omnichannel ticketing.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Gladly and Kapture CX actually diverge.

Attributes where Gladly and Kapture CX differ
AttributeGladlyKapture CX
Starting price$180/monthOn request
Pricing modelsubscriptionquote
Founded2014Unknown

Identical on both: free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).

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
  • IVR
  • Shopify
  • Salesforce
  • Magento

Only in Kapture CX

  • Omnichannel ticketing
  • Vertical configurations
  • AI deflection
  • Agent assist
  • Field service module
  • Analytics
  • Multi-currency billing

Both cover

  • Knowledge base

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 Kapture CX
  • Handling support conversations across voice, messaging and emailnot Kapture CX

Kapture CX

  • An airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all yearnot Gladly
  • A bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesknot Gladly
  • A consumer durables brand tying warranty tickets to field engineer dispatch in the same systemnot Gladly
  • An Indian enterprise wanting local implementation support and rupee contracting rather than a US vendor and a dollar invoicenot 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

Kapture CX

  • Nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.
  • Interaction-based billing works against you as volume grows and can penalise the very seasonal spikes it is meant to smooth, so the contract needs a cap or a committed volume tier.
  • If AI deflection reduces the interactions you are billed for, the vendor is being paid less for a project succeeding, which is a misalignment worth writing into the agreement.
  • The integration and app ecosystem is much smaller than Zendesk or Freshdesk, so uncommon back-office systems mean custom API work rather than an existing connector.
  • Delivery, support and product knowledge are strongest in Indian business hours, which affects response times for European and American operations running around the clock.

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

Kapture CX

On request
  • Kapture CX$undefined/year
    • Agent-based, interaction-based or hybrid billing
    • Priced by product modules, user count, interaction volume and AI features
    • Annual and multi-year contracts

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 Kapture CX if

  • You need omnichannel ticketing.
  • You work on Web, iOS, Android.
  • You also want vertical configurations.
Kapture CX review

Questions people ask

Is Gladly or Kapture CX better?
Neither clearly leads. Gladly starts at $180/month and Kapture CX at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Kapture CX?
Gladly starts at $180/month and Kapture CX at On request.
Does Gladly or Kapture CX run on more platforms?
Gladly runs on Web, Ios, Android. Kapture CX runs on Web, iOS, Android.
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 Kapture CX is typically brought in for.
What can Gladly do that Kapture CX cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Kapture CX covers Omnichannel ticketing, Vertical configurations, AI deflection, Agent assist. Both handle Knowledge base.

Answered from the vendors’ own pages

Gladly: How much does Gladly cost?

Gladly does not publish pricing on its website. The vendor directs prospective customers to request a demo or contact the sales team for custom pricing tailored to organizational needs.

Source
Kapture CX: How is Kapture CX priced?

Agent-based, interaction-based or a hybrid of the two, quoted per customer by module, volume and AI features. No rates are published.

Kapture CX: Can I be billed by interaction instead of by seat?

Yes, that is one of the stated models and it is the reason seasonal businesses look at Kapture, though it makes budgeting less predictable.

Kapture CX: Does it include field service?

Yes, dispatch and job tracking are part of the platform, which suits warranty and installation work alongside contact centre support.

Kapture CX: Is it a fit for a small support team?

Not really. It is sold as a configured enterprise deployment with an implementation phase, not a self-serve helpdesk you switch on this afternoon.

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