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Software · head to head

Kustomer vs Gladly

Kustomer logo

Kustomer

Software

The future of customer service

From
On request
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Kustomer pricing not published; requires customised sales assessment and quote for exact costs; 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
  • They diverge on capability: Kustomer covers Unified customer view, Gladly covers Lifelong conversation.

Where they differ

Only the attributes on which Kustomer and Gladly actually diverge.

Attributes where Kustomer and Gladly differ
AttributeKustomerGladly
Starting priceOn request$180/month
Pricing modelquotesubscription
PlatformsWeb, CloudWeb, Ios, Android
Founded20152014

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 Kustomer

  • Unified customer view
  • AI automation
  • Omnichannel
  • Workflow automation
  • Analytics
  • Facebook
  • Instagram
  • WhatsApp

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • IVR
  • Salesforce
  • Kustomer
  • Stripe

Both cover

  • Knowledge base
  • Shopify
  • Magento
  • SOC2
  • GDPR
  • PCI DSS
  • Web support
  • Ios support
  • Android support

What people use each for

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

Kustomer

  • Large B2C and B2B organisations managing 600+ customer support interactions across omnichannel platformsnot Gladly
  • Retail, financial services, travel and hospitality sectors requiring integrated AI-powered supportnot Gladly
  • Enterprises seeking customer 360 views and advanced workflow automationnot Gladly

Gladly

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

Where each one falls short

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

Kustomer

  • Pricing not published; requires customised sales assessment and quote for exact costs
  • Voice (call), SMS, and WhatsApp support operate on separate pay-as-you-go pricing models
  • Customisation-based pricing structure means no transparent cost comparison with competitors

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

Pricing, plan by plan

Kustomer

On request

No published plan breakdown. See the Kustomer review.

Gladly

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

Which should you pick?

Choose Kustomer if

  • You need unified customer view.
  • You work on Web, Cloud.
  • You also want ai automation.
Kustomer review

Choose Gladly if

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

Questions people ask

Is Kustomer or Gladly better?
Neither clearly leads. Kustomer starts at On request and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Kustomer or Gladly?
Kustomer starts at On request and Gladly at $180/month.
Does Kustomer or Gladly run on more platforms?
Kustomer runs on Web, Cloud. Gladly runs on Web, Ios, Android.
What is Kustomer best used for?
Kustomer is most often used for large b2c and b2b organisations managing 600+ customer support interactions across omnichannel platforms, retail, financial services, travel and hospitality sectors requiring integrated ai-powered support, enterprises seeking customer 360 views and advanced workflow automation. Of those, large b2c and b2b organisations managing 600+ customer support interactions across omnichannel platforms and retail, financial services, travel and hospitality sectors requiring integrated ai-powered support are not what Gladly is typically brought in for.
What can Kustomer do that Gladly cannot?
Kustomer covers Unified customer view, AI automation, Omnichannel, Workflow automation. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle Knowledge base, Shopify, Magento, SOC2.
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