# Gladly vs Kustomer

| Attribute | Gladly | Kustomer |
|---|---|---|
| **vioscaleAI score** | 71.7 (34% (low)) | 57.2 (56% (medium)) |
| content.faq | `[{"answer":"An agentic commerce platform that uses AI to handle customer service and sales conversations across email, chat, SMS, voice, and social channels, allowing brands to automate support and sales while maintaining personalized customer relationships. It is indexed under Customer Support.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"What is Gladly?","confidence":0.6},{"answer":"We have confirmed browser-based access to Gladly. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"What platforms does Gladly support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Gladly, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"Can Gladly be self-hosted?","confidence":0.6},{"answer":"We have confirmed 6 integrations for Gladly, including Zendesk, Shopify, BigCommerce, Magento, Klaviyo and Loop. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.gladly.ai/blog/freshdesk-pricing/","question":"What does Gladly integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2, HIPAA and GDPR for Gladly. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Gladly not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.gladly.ai/blog/importance-of-soc-2-type-ii-compliance-in-cx/","question":"What security certifications does Gladly have?","confidence":0.7}]` | `[{"answer":"Unified CX platform that uses AI agents to automate customer service across multiple channels while providing agents full customer context for personalized support. It is indexed under Customer Support.","source":"https://www.kustomer.com/pricing/","question":"What is Kustomer?","confidence":0.6},{"answer":"Kustomer does not publish its prices. Pricing is quoted on request, so the figure depends on your seat count and requirements. We record this as a pricing-transparency signal rather than guessing a number. Pricing changes often, so verify at source before relying on it.","source":"https://www.kustomer.com","question":"How much does Kustomer cost?","confidence":0.6},{"answer":"We have confirmed browser-based access to Kustomer. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.kustomer.com/pricing/","question":"What platforms does Kustomer support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Kustomer, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.kustomer.com/pricing/","question":"Can Kustomer be self-hosted?","confidence":0.6},{"answer":"We have confirmed 7 integrations for Kustomer, including Narvar, Facebook, Instagram, WhatsApp, TikTok Shop, Google and Microsoft. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.kustomer.com/pricing/","question":"What does Kustomer integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2, ISO 27001, HIPAA and GDPR for Kustomer. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as Kustomer not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.kustomer.com/resources/newsletter/trust-new-currency/","question":"What security certifications does Kustomer have?","confidence":0.7}]` |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | An agentic commerce platform that uses AI to handle customer service and sales conversations across email, chat, SMS, voice, and social channels, allowing brands to automate support and sales while maintaining personalized customer relationships. | A customer service platform that consolidates customer information, support conversations, and AI-powered workflows to help teams handle inquiries more efficiently. It enables agents to access comprehensive customer context and supports integrations with post-purchase systems. |
| features.capabilities | `{"hosting":"cloud","ai_agent":true,"sso_scim":false,"free_tier":false,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"voice_telephony":true,"automation_macros":true,"reporting_dashboards":true}` | `{"hosting":"cloud","ai_agent":true,"sso_scim":true,"free_tier":false,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"voice_telephony":true,"deployment_model":"native_helpdesk_platform_feature","automation_macros":true,"reporting_dashboards":true,"pii_redaction_before_llm_processing":true,"gdpr_and_ccpa_customer_data_compliance":true,"omnichannel_deployment_web_whatsapp_sms":true,"analytics_dashboard_for_deflection_rate_roi":true,"dynamic_rag_from_help_center_and_past_tickets":true,"live_agent_handoff_with_full_conversation_context":true,"brand_tone_guardrails_and_anti_hallucination_rules":true}` |
| integrations.count | 300 | 6 |
| integrations.list | `[{"name":"Zendesk"},{"name":"Shopify","native":true,"category":"ecommerce","direction":"bidirectional"},{"name":"BigCommerce","native":true,"category":"ecommerce"},{"name":"Magento","native":true,"category":"ecommerce"},{"name":"Klaviyo","native":true},{"name":"Loop","native":true,"direction":"bidirectional"},{"name":"Slack","native":true,"category":"communication"},{"name":"Salesforce","native":true,"category":"crm"},{"name":"Aircall","native":true,"category":"voice"},{"name":"Amazon Connect","native":true,"category":"voice"},{"name":"Messenger","native":true,"category":"social"},{"name":"JIRA","native":true},{"name":"Qualtrics","native":true},{"name":"Recharge","native":true},{"name":"Recurly","native":true},{"name":"Endear","native":true},{"name":"Flip","native":true,"category":"voice"},{"name":"AWS EventBridge","native":true},{"name":"Fivetran","native":true},{"name":"ReturnLogic","native":true},{"name":"Shiphero","native":true},{"name":"Attentive","native":true,"category":"marketing"},{"name":"Assembled Workforce Management","native":true},{"name":"Playvox Workforce Management (WFM)","native":true},{"name":"MaestroQA","native":true},{"name":"Calabrio","native":true},{"name":"Medallia Agent Connect","native":true},{"name":"SentiSum","native":true},{"name":"SupporTrends","native":true},{"name":"Hark","native":true},{"name":"Jotform","native":true},{"name":"ScreenMeet","native":true},{"name":"Linc","native":true},{"name":"KODIF.ai","native":true},{"name":"Ada Support Inc.","native":true},{"name":"Siena","native":true},{"name":"Simplr","native":true},{"name":"AgentsOnly","native":true},{"name":"HiOperator","native":true},{"name":"Skio","native":true},{"name":"Ordergroove","native":true},{"name":"Klavioy"},{"name":"Assembled"},{"name":"Playvox"},{"name":"Corso"}]` | `[{"name":"Narvar"},{"name":"Facebook","native":true,"category":"social"},{"name":"Instagram","native":true,"category":"social"},{"name":"WhatsApp","native":true,"category":"messaging"},{"name":"TikTok Shop","native":true},{"name":"Google","native":true,"category":"auth"},{"name":"Microsoft","native":true,"category":"auth"}]` |
| market.availability | `{"hqCountry":"US","primaryMarkets":["US","GB"],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | - | `{"type":"quote","freeTier":false,"sourceUrl":"https://www.kustomer.com","retrievedAt":"2026-08-03T11:47:56.444Z"}` |
| pricing.free_tier | - | no |
| pricing.model | - | quote |
| pricing.price_level | - | unknown |
| pricing.transparent | - | no |
| reliability.sla_pct | 99.9 | 99.9 |
| reliability.status_page | yes | yes |
| security.certifications | `[{"name":"SOC 2 Type II","level":"Type II","status":"active"}]` | `[{"name":"SOC 2","status":"active"},{"name":"ISO 27001","status":"active"},{"name":"ISO 27701","status":"active"},{"name":"ISO/IEC 42001","status":"active"}]` |
| security.gdpr | yes | yes |
| security.hipaa | yes | yes |
| security.iso27001 | - | yes |
| security.pci | yes | - |
| security.soc2 | yes | yes |
| security.trust_center | https://www.gladly.ai/blog/importance-of-soc-2-type-ii-compliance-in-cx/ | https://www.kustomer.com/resources/blog/b2b-compliance-build-vs-buy/ |

## Capabilities (Customer Support)

| Capability | Gladly | Kustomer |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | ✓ | ✓ |
| Shared inbox | ✓ | ✓ |
| Omnichannel (email+chat+social+voice) | ✓ | ✓ |
| Voice / telephony | ✓ | ✓ |
| **Self-service** |  |  |
| Self-service knowledge base | ✓ | ✓ |
| **Automation** |  |  |
| SLAs, triggers & routing | ✓ | ✓ |
| Automation / macros | ✓ | ✓ |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | ✗ | ✓ |
| **Extensibility** |  |  |
| Public API | ✓ | ✓ |
| **Pricing** |  |  |
| Free tier | ✗ | ✗ |

*Source: vioscaleAI. Generated 2026-10-16T21:42:15.975Z. "-" = undocumented, not absent.*