Gladly vs. Kustomer: Helpdesk Comparison Guide [2024]

When you're managing a fast-growing ecommerce brand, choosing the right helpdesk software can feel like a monumental decision. It's not just about handling customer queries; it's about shaping the entire customer experience. Gladly and Kustomer are two platforms vying for the top spot, each offering unique features that cater to different business needs.

This article will walk you through the ins and outs of both Gladly and Kustomer. We'll look at how each platform stacks up in terms of usability, integrations, customer support, and more. Plus, we'll throw in some practical tips on leveraging these tools to boost your brand loyalty and enhance your customer interactions.

Understanding Gladly: A Customer-Centric Approach

Gladly is often praised for its customer-centric approach. Instead of organizing customer interactions by ticket numbers, it uses a people-centered approach. This means every interaction—regardless of channel—is tied to a single customer profile. This is a game-changer for brands that prioritize personalized customer service.

Imagine you're running an online sneaker store. A customer reaches out via email about an order, then follows up on Twitter. With Gladly, all these interactions are seamlessly linked, providing your support team with a complete view of the customer's journey. This not only saves time but also helps in delivering a consistent service experience.

Another standout feature is the ability to integrate voice, email, chat, and social media into a single platform. This unified communication hub allows support teams to switch between channels without losing context. It's particularly useful for brands that receive inquiries through multiple platforms, ensuring nothing falls through the cracks.

For brands that value personalization and efficient multi-channel support, Gladly could be a strong contender. That said, it's important to consider how this approach aligns with your customer service strategy and team capabilities.

Diving into Kustomer: A CRM-Driven Platform

Kustomer sets itself apart with its robust CRM capabilities. It goes beyond simple ticketing, offering a platform that acts as both a helpdesk and a customer relationship management tool. This dual functionality can be particularly appealing to brands looking to streamline operations.

Picture this: A customer visits your ecommerce site, browses products, adds items to their cart, but then leaves without purchasing. Later, they contact support with a question about the return policy. With Kustomer, your support agent can access the customer's browsing history, cart activity, and past interactions all in one place. This comprehensive view empowers agents to provide informed and personalized responses.

Kustomer also excels with its automation capabilities. Brands can set up workflows that automate routine tasks, such as follow-up emails or satisfaction surveys. This not only increases efficiency but also frees up your team to focus on more complex customer inquiries.

For ecommerce brands that want to leverage customer data to improve service and sales, Kustomer's CRM-driven approach is worth considering. However, keep in mind that this level of functionality may come with a steeper learning curve for your team.

Comparing User Experience and Interface

When it comes to user experience, both Gladly and Kustomer have their strengths. Gladly is known for its intuitive interface, which many users find easy to navigate. Its people-first design philosophy is reflected in the clean and straightforward layout, making it accessible even for new team members.

Kustomer, on the other hand, offers a more feature-rich interface. While this means more tools at your disposal, it can also result in a steeper learning curve. It's akin to choosing between a Swiss Army knife and a simple pocket knife—one offers more options, but it might take longer to master.

To make the most of either platform, training and onboarding are crucial. Consider setting up regular training sessions and creating resource materials to help your team get up to speed. Also, gather feedback from users to identify any pain points and address them promptly.

The choice here depends largely on your team's tech-savviness and your brand's operational complexity. If simplicity is key, Gladly might be more appealing. If you're ready to invest in training for a feature-rich experience, Kustomer could be the way to go.

Integration Capabilities: Connecting the Dots

Integration is a major consideration when choosing a helpdesk platform. Your support software needs to mesh well with your existing tools to create a seamless workflow. Both Gladly and Kustomer offer a range of integrations, but they cater to different needs.

Gladly integrates smoothly with tools like Shopify, Magento, and Slack, which is great for ecommerce brands looking to streamline their operations. Its integration with Shopify, for instance, allows customer data and order history to sync automatically, providing agents with valuable context during interactions.

Kustomer, with its CRM roots, offers extensive integration options with sales and marketing tools like Salesforce and HubSpot. This makes it a strong choice for brands that want to align their customer service with broader business processes. The integration with Salesforce, for example, allows for an easy flow of information between sales and support teams, further enhancing customer experiences.

When considering integrations, map out your current tech stack and identify which tools are indispensable to your operations. This will help you choose a platform that complements your existing systems, minimizing disruptions and maximizing efficiency.

Customer Support and Resources

Even the best helpdesk software can hit a snag, which is why robust customer support from your provider is vital. Both Gladly and Kustomer offer support resources, but there are some differences in approach.

Gladly is known for its responsive customer support team. They offer dedicated account managers for larger clients, ensuring a personalized support experience. Additionally, Gladly provides a rich knowledge base with articles and tutorials to help users troubleshoot common issues independently.

Kustomer offers a similar level of support, with the added benefit of a community forum where users can share tips and solutions. This peer-to-peer support can be incredibly valuable, offering insights from fellow users who might have faced similar challenges.

When evaluating customer support, consider your team's comfort level with self-service resources versus needing direct support from the provider. If your team prefers hands-on assistance, ensure the provider offers adequate support channels to meet your needs.

Pricing Models: What’s the Investment?

Budget is always a key consideration, especially for fast-growing brands. Both Gladly and Kustomer offer tiered pricing models, but they cater to different budget levels and business sizes.

Gladly's pricing is generally higher, reflecting its focus on personalized, high-touch service experiences. It's a worthwhile investment for brands that prioritize customer relationships and are ready to allocate budget accordingly.

Kustomer, meanwhile, offers a more flexible pricing structure, with options that cater to smaller businesses as well as larger enterprises. This flexibility can be appealing to brands that want to start small and scale their investment as they grow.

When comparing pricing, consider not just the upfront costs but also the potential return on investment. Think about how each platform can help you reduce customer churn, increase repeat purchases, and ultimately drive revenue growth.

Scalability: Growing with Your Brand

Scalability is another critical factor for fast-growing ecommerce brands. The last thing you want is to outgrow your helpdesk platform just as you're hitting your stride. Both Gladly and Kustomer offer scalability, but they approach it differently.

Gladly is built to scale with your brand, offering enterprise-level features for growing teams. Its people-first approach means you can maintain a personalized touch even as your customer base expands. This scalability is ideal for brands that foresee rapid growth and need a platform that can keep up.

Kustomer's CRM-driven approach also supports scalability, with robust automation and data management features that can handle increased volumes. Its flexibility allows you to customize workflows and processes as your needs evolve, ensuring you can adapt to changing demands.

When considering scalability, think about your growth projections and how each platform can support your vision. Look for features that align with your long-term goals and ensure the platform can adapt as your business evolves.

Customization and Flexibility

Every brand has unique needs, so customization and flexibility are important factors when choosing a helpdesk platform. Gladly and Kustomer both offer customization options, but with different strengths.

Gladly allows for some customization, particularly in how you configure customer profiles and interaction channels. This flexibility can be useful for brands that want to tailor their support processes to specific customer segments or communication preferences.

Kustomer offers more extensive customization options, allowing you to tailor workflows, dashboards, and reports to match your business processes. This level of flexibility is ideal for brands with complex operations that require a tailored approach to customer service.

When evaluating customization, consider how much control you want over the platform's features and layout. Ensure the platform can accommodate your unique needs without requiring extensive development work or technical expertise.

Final Thoughts

Choosing between Gladly and Kustomer ultimately comes down to your brand's specific needs and priorities. Gladly shines with its customer-centric design and seamless multi-channel support, making it a great choice for brands that prioritize personalized service. Kustomer, with its CRM-driven capabilities and extensive customization options, is appealing for brands looking to integrate customer service with broader business processes.

Implementing the right helpdesk can significantly improve your customer experience, leading to increased loyalty and repeat purchases. While both Gladly and Kustomer offer valuable features, don't forget to consider Fullcourt as well. Fullcourt is an easy-to-use ecommerce helpdesk designed specifically for fast-growing Shopify brands. It combines crucial CX tools like a shared team inbox, self-service live chat, and an AI support assistant, all in one affordable package. This makes Fullcourt a practical choice for brands seeking a lightweight yet powerful solution.