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Kayako vs Gladly — Which One Wins?
A detailed, side-by-side comparison of Kayako and Gladly 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 | Kayako | Gladly |
|---|---|---|
| Rating | ★★★★ 3.8(55) | ★★★★★ 4.7(58) |
| Pricing Model | paid | subscription |
| Starter Price | $30/agent/mo | Custom (starts ~$150/agent/mo) |
| Free Tier | No | Yes |
| Platforms | web, ios, android | Web |
| Learning Curve | medium | Easy |
| API Available | Yes | Yes |
| Best For | Support teams wanting full customer journey visibility | DTC and consumer brands wanting premium support experiences |
| Verdict | situational | Best for Consumer Brands |
Feature Checklist
| Feature | Kayako | Gladly |
|---|---|---|
| Help desk | — | |
| Live chat | — | |
| Customer journey tracking | — | |
| Multi-channel support | — | |
| Automation | — | |
| People-Centered | — | |
| Omnichannel | — | |
| AI Answers | — | |
| Task Management | — | |
| Knowledge Base | — |
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
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
The Bottom Line
Both Kayako and Gladly 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 Kayako better than Gladly?▼
Gladly scores higher overall with a 4.7 rating vs 3.8. However, the best choice depends on your specific needs. Kayako is best for Support teams wanting full customer journey visibility, while Gladly is best for DTC and consumer brands wanting premium support experiences.
Can I switch from Kayako to Gladly?▼
Yes, most users can migrate between the two. Gladly offers a free tier to test before committing.
Which is more affordable, Kayako or Gladly?▼
Kayako starts at $30/agent/mo, while Gladly starts at Custom (starts ~$150/agent/mo). Gladly offers a free tier.