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Customer Support · head to head

Gladly vs KeystoneJS

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
KeystoneJS logo

KeystoneJS

API Management

Powerful Node.js headless CMS framework and API platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only KeystoneJS has a free tier, so it costs nothing to try first.
  • 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; KeystoneJS database support is limited to PostgreSQL, MySQL and SQLite
  • They diverge on capability: Gladly covers Lifelong conversation, KeystoneJS covers REST API.

Where they differ

Only the attributes on which Gladly and KeystoneJS actually diverge.

Attributes where Gladly and KeystoneJS differ
AttributeGladlyKeystoneJS
Starting price$180/monthFree
Pricing modelsubscriptionopen-source
Free tierNoYes
PlatformsWeb, Ios, AndroidNode.js, Self-hosted
CategoryCustomer SupportAPI Management
Founded20142016

Identical on both: user rating (Not yet rated).

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 KeystoneJS

  • REST API
  • GraphQL API
  • Admin interface
  • Node.js
  • Next.js
  • React
  • Databases
  • Node.js support

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 KeystoneJS
  • Handling support conversations across voice, messaging and emailnot KeystoneJS

KeystoneJS

  • Building a headless CMS with a GraphQL API from a TypeScript schemanot Gladly
  • Generating a configurable Admin UI for editorsnot Gladly
  • Adding structured rich text content with the document fieldnot 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

KeystoneJS

  • Database support is limited to PostgreSQL, MySQL and SQLite
  • Keystone 5 is a separate legacy product documented on a different site and is not covered by the Keystone 6 docs
  • Upgrading requires following a dedicated Migrate to 8.0.0 guide, so major versions are not drop-in
  • Free support is a community Slack; enterprise-grade consulting and support is a separate paid engagement with Thinkmill and no published price

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

KeystoneJS

Free
  • Open SourceFree
    • Full KeystoneJS
    • Community support

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 KeystoneJS if

  • You need rest api.
  • You want to start without paying.
  • You work on Node.js, Self-hosted.
  • You also want graphql api.
KeystoneJS review

Questions people ask

Is Gladly or KeystoneJS better?
Neither clearly leads. Gladly starts at $180/month and KeystoneJS at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or KeystoneJS?
KeystoneJS has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for KeystoneJS.
Does Gladly or KeystoneJS run on more platforms?
Gladly runs on Web, Ios, Android. KeystoneJS runs on Node.js, Self-hosted.
Can I use KeystoneJS for free?
Yes. KeystoneJS has a free tier, so you can try it without paying. Gladly starts at $180/month.
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 KeystoneJS is typically brought in for.
What can Gladly do that KeystoneJS cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. KeystoneJS covers REST API, GraphQL API, Admin interface, Node.js.
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