G2500+ Reviews
Kustomer drives the metrics that matter
25%Increased agent productivity with Kustomer.
40%Increase in fully automated chats within 3 months of launch.
84%Automatic resolution of requests with Kustomer.
Why brands choose Kustomer over Gladly
Gladly? It's basically window dressing. Missing key channels, piggybacking on Looker and Zapier—it's just mimicking a ticket based system when you need a full-throttle CRM. You deserve more horsepower!
Kustomer's CRM vs. Gladly's ticket system
- Built around the customer, not the ticketKustomer starts with the customer — building their profile, enriching it with context, and surfacing every conversation in one actionable timeline. Gladly mimics a ticket-based system with a people layer on top.
- Full customer context from the first messageEvery order, interaction, and event is visible before the agent types a word — so they resolve faster with less back-and-forth.
- CRM data powers every AI actionKustomer's AI draws directly from the customer record — so suggested replies, resolutions, and routing decisions are always grounded in real context.
Industry-leading workflow engine vs. relying on Zapier
- Native automation — no third-party requiredKustomer's workflow engine handles routing, escalation, tagging, and system actions natively. Gladly requires Zapier for many automation use cases, adding cost and complexity.
- Sophisticated business logic built inBuild multi-step workflows with conditional branching, SLA triggers, and cross-system actions — all without developer resources or external tools.
- End-to-end AI resolutionKustomer AI resolves conversations end-to-end — understanding intent, taking action in your systems, and escalating only when a human is truly needed.
Native data storage vs. data adapters
- Store and query any data nativelyKustomer offers native data storage solutions built into the platform — so agents get immediate and precise responses without waiting on external data lookups.
- Custom objects for any business modelModel any data structure — orders, subscriptions, loyalty points, service records — as a custom object that's visible in the customer timeline.
- No adapter overheadGladly relies on data adapters and external integrations to pull context. Kustomer keeps it all in one place, reducing latency and maintenance burden.
Custom reporting vs. smoke and mirrors
- Direct access to custom reportingKustomer provides comprehensive custom reporting capabilities out of the box — no additional licenses required. Gladly requires a separate Looker license for advanced analytics.
- Real-time visibility for CX leadersTrack agent performance, SLA compliance, AI deflection rates, and CSAT trends in real time — with natural-language querying built in.
- Optimize staffing and operationsUse historical data and trend analysis to anticipate volume, manage capacity, and drive continuous improvement across your CX operation.
Seamless native integrations vs. missing channels
- WhatsApp, Instagram, and Facebook — nativelyKustomer delivers seamless native integrations with WhatsApp, Instagram DMs, and Facebook Messenger. Gladly's platform lacks full WhatsApp support.
- Every channel in one queueVoice, email, SMS, live chat, and social all feed into a single agent workspace — with full conversation context across every touchpoint.
- No missing channels at scaleAs customer expectations shift to messaging-first, Kustomer ensures your team can meet customers on the channels they actually use — today and tomorrow.
Kustomer's CRM vs. Gladly's ticket system
- Built around the customer, not the ticketKustomer starts with the customer — building their profile, enriching it with context, and surfacing every conversation in one actionable timeline. Gladly mimics a ticket-based system with a people layer on top.
- Full customer context from the first messageEvery order, interaction, and event is visible before the agent types a word — so they resolve faster with less back-and-forth.
- CRM data powers every AI actionKustomer's AI draws directly from the customer record — so suggested replies, resolutions, and routing decisions are always grounded in real context.
Your ultimate agent companion
KIQ Agent Assist is packed with versatile features to enhance agent productivity
Gladly
vs.Support
Chat/Live Support
9.0
8.5
Voice
8.9
8.1
Omnichannel
9.1
8.2
Easy of Use
8.7
8.5
Customization
8.8
8.0
Generative AI
Text Generation
9.2
6.3
Text Summarization
9.2
6.3
Support Automation
Intelligent Routing
8.9
8.1
Transcripts
9.3
8.3
Self-Serve Support
8.6
7.9
“I love how customizable Kustomer is! It fits all my team needs. I love the flexibility and functionality, and we are constantly tweaking things to improve the CX team experience.”
Michelle McCombs
Director, Community Experience
Discover how AI + Data + CRM equals customer magic.
Request a demo