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Gladly vs Kayako — Which One Wins?
A detailed, side-by-side comparison of Gladly and Kayako to help you pick the right tool for your workflow.
TLDR
Quick Verdict
Gladly takes the lead with a 4.7 rating and is best for dtc and consumer brands wanting premium support experiences. Kayako (3.8) is the better pick if you need support teams wanting full customer journey visibility.
Side-by-Side Comparison
| Criteria | Gladly | Kayako |
|---|---|---|
| Rating | ★★★★★ 4.7(58) | ★★★★ 3.8(55) |
| Pricing Model | subscription | paid |
| Starter Price | Custom (starts ~$150/agent/mo) | $30/agent/mo |
| Free Tier | Yes | No |
| Platforms | Web | web, ios, android |
| Learning Curve | Easy | medium |
| API Available | Yes | Yes |
| Best For | DTC and consumer brands wanting premium support experiences | Support teams wanting full customer journey visibility |
| Verdict | Best for Consumer Brands | situational |
Feature Checklist
| Feature | Gladly | Kayako |
|---|---|---|
| People-Centered | — | |
| Omnichannel | — | |
| AI Answers | — | |
| Task Management | — | |
| Knowledge Base | — | |
| Help desk | — | |
| Live chat | — | |
| Customer journey tracking | — | |
| Multi-channel support | — | |
| Automation | — |
Gladly
Pros
- ✓People-first model is transformative
- ✓True omnichannel experience
- ✓Loved by agents and customers
Cons
- ✕Very expensive
- ✕Not ideal for B2B
- ✕Smaller integration ecosystem
Kayako
Pros
- ✓Customer journey tracking is excellent
- ✓Unified multi-channel view
- ✓Mature and reliable
Cons
- ✕Expensive for small teams
- ✕UI feels dated
- ✕Setup takes time
The Bottom Line
Both Gladly and Kayako are solid tools in the Customer Support space. Gladly edges ahead with a stronger overall rating (4.7 vs 3.8) and is the better choice for dtc and consumer brands wanting premium support experiences. However, if you prioritize support teams wanting full customer journey visibility, Kayako is worth serious consideration. We recommend trying the free tier or trial of each before committing.
Frequently Asked Questions
Is Gladly better than Kayako?▼
Gladly scores higher overall with a 4.7 rating vs 3.8. However, the best choice depends on your specific needs. Gladly is best for DTC and consumer brands wanting premium support experiences, while Kayako is best for Support teams wanting full customer journey visibility.
Can I switch from Gladly to Kayako?▼
Yes, most users can migrate between the two. Kayako offers trial options to help you evaluate the switch.
Which is more affordable, Gladly or Kayako?▼
Gladly starts at Custom (starts ~$150/agent/mo), while Kayako starts at $30/agent/mo. Gladly offers a free tier.