What sets Gladly apart from Kustomer? Let us count the ways.
Gladly is 100% focused on delivering exceptional customer experience, not ad revenue
With Facebook now at the helm, the fate of Kustomer is far from certain. Will Facebook continue to invest in new feature development? Will they continue to support channels like voice and self-service that are tangential to their core business? Or will Kustomer become orphaned as a customer service platform and simply mined for the increased ad revenue it can drive?
Gladly was founded with a singular vision: to drive exceptional customer experience. We invest 100% of our energy and resources in helping companies deliver radically personal customer service by serving people, not tickets. This will never change.
Gladly is architected around people while Kustomer is architected around tickets
Kustomer may not present ticket numbers to agents, but beneath the surface it's still a legacy ticketing system. If a customer sends an email and then calls in, those are 2 separate tickets in Kustomer which an agent must somehow identify and manually merge.
Gladly is architected around people, not tickets. This means that all customer communications, across all channels, are part of a single conversation timeline. It also means no ticket duplication, agent collision or the customer frustrations and agent inefficiencies they cause.
Gladly delivers all channels natively, including voice.
With Kustomer, key channels like voice and self-service are farmed out to third parties. Not only does this carry additional cost and maintenance burden, it means that agents must navigate multiple solutions, customer context is lost as they move between channels, and cross-channel reporting is manual and labor-intensive, if possible at all.
With Gladly, voice, self-service, email, text, chat, and more are natively built-in to the platform, no add-ons or additional license required. That means simplicity of deployment, ease of use for your team, frictionless customer experience, and lots of savings.
Gladly is loved by customers
In G2Crowd reviews, Gladly beats Kustomer in the ways that count most - product vision and innovation, speed of deployment, support experience, and ease of doing business with. At a feature level, Gladly also comes out on top with higher scores on chat, reporting, automation, customization, social integration, and many other capabilities.SEE OUR G2 REVIEWS HERE