Gladly
Gladly is a customer service platform that centers support around people rather than tickets by consolidating all conversations into a single lifelong timeline for every individual customer.
Kustomer
Kustomer is a customer service platform that provides a unified timeline view of every interaction and transaction to help your team deliver personalized support across all digital channels.
Quick Comparison
| Feature | Gladly | Kustomer |
|---|---|---|
| Website | gladly.com | kustomer.com |
| Pricing Model | Subscription | Subscription |
| Starting Price | $180/month | $89/month |
| FREE Trial | ✘ No free trial | ✓ 14 days free trial |
| Free Plan | ✘ No free plan | ✘ No free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2014 | 2015 |
| Headquarters | San Francisco, USA | New York, USA |
Overview
Gladly
Gladly transforms your customer support by moving away from traditional, disconnected tickets and focusing on people. Instead of managing isolated cases, you see a single, lifelong conversation timeline for every customer across every channel. Whether a customer reaches out via email, voice, text, or social media, your team has the full context of their history in one view, eliminating the need for customers to repeat themselves.
You can manage all communication channels from a single interface, allowing your agents to switch between chat and phone calls without losing track of the conversation. The platform also includes built-in self-service tools and AI capabilities to help you resolve common queries faster. It is designed specifically for B2C brands that want to build deeper relationships and drive revenue through personalized service experiences rather than just closing tickets.
Kustomer
Kustomer is a modern customer service platform designed to move you away from fragmented tickets and toward continuous customer conversations. Instead of searching through disconnected emails and chats, you see a single, chronological timeline of every interaction, purchase, and website visit. This data-rich view allows your agents to provide deeply personalized support without asking customers to repeat their history.
You can automate repetitive tasks using intelligent workflows and deploy AI-powered bots to handle routine inquiries across email, chat, and social media. The platform is built for high-growth brands and enterprise teams that need to manage high volumes of support requests while maintaining a human touch. By connecting your back-office data directly into the support interface, you can process returns, update orders, and manage subscriptions without ever leaving the conversation screen.
Overview
Gladly Features
- Lifelong Conversation Timeline View every interaction a customer has ever had with your brand in one continuous thread across all support channels.
- Channel-Agnostic Interface Switch between voice, email, SMS, and chat seamlessly within the same window without ever losing the customer's history.
- People-Match Routing Route customers to the best-suited agent based on their specific needs, past history, or even their loyalty tier.
- Integrated Payments Process transactions and handle exchanges directly within the conversation timeline to turn support interactions into sales opportunities.
- Collaborative Tasks Assign tasks and mention teammates within a customer's profile to resolve complex issues faster without leaving the platform.
- Self-Service Sidekick Deploy AI-powered threads and help centers that allow your customers to find answers themselves on any device.
Kustomer Features
- Omnichannel Timeline. View every customer interaction across email, chat, voice, and social media in one continuous, chronological thread.
- Kustomer IQ. Deploy AI-powered chatbots to resolve common issues instantly and route complex conversations to the right human agents.
- Visual Workflow Builder. Automate routine tasks and business processes with a drag-and-drop builder—no coding or technical expertise required.
- Sentiment Analysis. Monitor customer emotions in real-time so you can prioritize frustrated users and intervene before issues escalate.
- Proactive Messaging. Reach out to customers before they ask for help based on their behavior or specific website actions.
- Real-time Reporting. Track team performance and customer satisfaction with customizable dashboards that update as conversations happen.
Pricing Comparison
Gladly Pricing
- All channels included (Voice, Email, Chat)
- Self-service capabilities
- Standard reporting and analytics
- Knowledge base access
- 10-seat minimum requirement
- Everything in Hero, plus:
- Advanced reporting and insights
- Workforce management integrations
- Dedicated success manager
- Enterprise-grade security features
Kustomer Pricing
- Omnichannel timeline
- Standard reporting
- Self-service help center
- Standard workflows
- Email and chat support
- Everything in Professional, plus:
- Advanced reporting
- Customized team roles
- Extended API limits
- Real-time dashboards
- Multi-brand support
Pros & Cons
Gladly
Pros
- Eliminates the frustration of customers repeating their story
- Unified interface significantly reduces agent training time
- Strong focus on driving revenue through support
- Excellent visibility into the entire customer journey
Cons
- Higher price point compared to basic ticketing tools
- Minimum seat requirements may exclude very small teams
- Reporting can be complex to set up initially
Kustomer
Pros
- Unified timeline provides excellent customer context
- Powerful automation capabilities reduce manual work
- Seamless switching between different communication channels
- Highly customizable interface matches your workflow
- Strong integration with e-commerce platforms
Cons
- Higher price point than basic helpdesks
- Initial setup and configuration takes time
- Reporting tools have a slight learning curve