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Gladly vs Kustomer Comparison
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Overview
Gladly is a cloud-based customer service platform that helps agents to track client communication occurring on multiple channels...
Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving tickets.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
Starting from
150
/user
Per year
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
29
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
The ability to have the customer as the focus and centralized around them is fantastic, it is the best system for customer support that I have used in 20 years.
Love how easy it is to help the customer in all forms of communication, everything being in one 🏼 place is beyond helpful. Not having to click through tabs is a life saver.
I loved the ability to communicate with our customers with ease. It also easy to organize your inbox which is convenient.
Pros
Best part is that the software is easy to get used to. It works great for emails, and live chat, with the ability to have different channels.
The support we have received from the Kustomer team has been outstanding, and they are always available when we need them. The setup was thorough and complete.
I like that I can find my customer information all on one easy-to-read customer tab. I like the robust search function to see conversations that I need.
Cons
I dislike when you are trying to merge a call you have to press the hang-up button then it gives you the option to merge.
Reporting, it's hard to generate the per-hour reporting and small screen for writing an email.
Looking at a white screen all day is hard on the eyes.
Cons
Experiencing some outages (such as delayed emails) but this issues seems to be happening less lately.
Sometimes the 'My open conversation' disappear from the system. My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me.
The bugs that appear from time to time. The small lags when working.
Key features
- Total features81
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Auto-Responders
- Automated Routing
- Automatic Call Distribution
- Batch Communications
- Blended Call Center
- CRM
- Calendar Management
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Routing
- Call Scripting
- Campaign Management
- Canned Responses
- Case Management
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Forms Management
- Help Desk Management
- IT Asset Management
- IVR/Voice Recognition
- Inbound Call Center
- Inbox Management
- Interaction Tracking
- Interactive Content
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Negative Feedback Management
- On-Demand Communications
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Progressive Dialer
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Returns Management
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Text Analysis
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Virtual Assistant
- Visual Analytics
- Voice Mail
- Website Visitor Tracking
- Widgets
- Workflow Configuration
- Workflow Management
- eCommerce Management
- Total features97
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Auto-Responders
- Automated Routing
- Automatic Call Distribution
- Batch Communications
- Blended Call Center
- CRM
- Calendar Management
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Routing
- Call Scripting
- Campaign Management
- Canned Responses
- Case Management
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Communication Management
- Computer Telephony Integration
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Visualization
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Forms Management
- Help Desk Management
- IT Asset Management
- IVR/Voice Recognition
- Inbound Call Center
- Inbox Management
- Interaction Tracking
- Interactive Content
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple User Accounts
- Negative Feedback Management
- On-Demand Communications
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Progressive Dialer
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Returns Management
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Text Analysis
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Virtual Assistant
- Visual Analytics
- Voice Mail
- Website Visitor Tracking
- Widgets
- Workflow Configuration
- Workflow Management
- eCommerce Management
Integrations
- Total integrations28
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations101
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
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