Shopify app comparison · updated Sep 16, 2026
Gladly vs Kustomer
Compare Gladly and Kustomer for Shopify using current ratings, review activity, pricing, features, and OngoingAI-observed adoption.
Gladly Inc
Gladly: AI Customer Support
Resolve orders, returns, and questions automatically with AI support built for growing businesses.
- Rating
- 4.70
- Reviews
- 29
- Review growth · 30d
- +1 · +3.6%
- Pricing
- Free plan available
- Years on Shopify
- 5
- Stores observed
- 143
Kustomer
Kustomer
Revolutionize support with Kustomer's AI CRM. Gain deep insights for superior customer experiences.
- Rating
- 5.00
- Reviews
- 24
- Review growth · 30d
- +1 · +4.3%
- Pricing
- Free to install
- Years on Shopify
- 6
- Stores observed
- 97
Our read
Gladly has the stronger observed market footprint in OngoingAI's data — it appears on 1.5× more tracked stores. Ratings and recent review growth are closer.
- Rating
- Kustomer leads5.0 vs 4.7
- Review growth
- Kustomer faster+4.3% vs +3.6%
- Review depth
- Similar volume
- Observed adoption
- Gladly1.5× more tracked stores
Review trajectory
How each app's Shopify reviews are moving.
Daily App Store review counts since we began tracking — who's gaining reviews fastest, who holds the larger base, and how the race is developing.
Gladly leads total reviews; both are growing at a similar pace.
Reviews each app has gained since the start of this tracking window. · Tracking window · Aug 18 – Sep 16, 2026
Head-to-head
The signals, side by side.
Each row reads straight from the live App Store listing and OngoingAI’s census. The Difference column states the gap — not a buyer recommendation.
| Dimension | Gladly | Kustomer | Difference |
|---|---|---|---|
| Rating | 4.70 | 5.00 | Kustomer +0.30 |
| Reviews | 29 | 24 | Gladly 1.2× |
| Review growth · 30d | +1 · +3.6% | +1 · +4.3% | Kustomer faster |
| Listed pricing | Free plan available | Free to install | Not directly comparable |
| Years on Shopify | 5 | 6 | Kustomer +1y |
| Stores observed | 143 | 97 | Gladly leads |
Which fits your requirements?
Choose by what you actually need.
Choose Gladly if…
- You need email
- You need self-service
- You need auto-reply
- A larger observed Shopify footprint is reassuring
Choose Kustomer if…
- You need color and font
- You need chat window
- You need business hours
- A higher App Store rating is a priority
Tied to observable requirements only — listed capabilities, ratings, review growth, adoption and price. It doesn’t assert usability or support quality.
Feature differences
What Gladly and Kustomer each do that the other doesn’t.
They cover largely the same ground — 48% of listed capabilities overlap. The decision material is the rest: what each lists that the other doesn’t.
Gladly only
21
- Self-service
- Auto-reply
- Response templates
- Unified inbox
- Auto-assign
- Rule-based triggers
- Escalation
- Order tracking
- Customer notifications
- Reports
- File upload
- Push notifications
- Callback
- Agent analytics
- Encryption
- Customer insights
- Discounts
- Greetings
- Product recommendations
- Quick replies
Kustomer only
8
- Color and font
- Chat window
- Business hours
- Welcome messages
- Chat buttons
- Chat assignment
- Chat flows
- Ticketing
19 shared capabilities
- Helpdesk
- SMS
- Live chat
- Chatbot
- Phone
- Social media
- Help center
- FAQs
- AI responses
- AI summaries
- Tagging
- Multi-language
- Multi-store
- Analytics
- Chat
- AI chatbots
- Email chat
- Voice support
- Real-time translation
Observed adoption
Who actually runs each, on real stores.
The stores OngoingAI’s weekly census observes running each app, and the platform each skews toward — observed presence, not vendor-reported install totals.
Gladly
143
stores observed
Skews Shopify · 91%
Kustomer
97
stores observed
Skews Shopify · 89%
Scope
What this comparison measures.
What it measures
Shopify App Store ratings and review counts, rating distribution, developer reply rates, reviewer tenure and geography, listed pricing and capabilities, category data, and OngoingAI-observed storefront adoption for Gladly and Kustomer.
What it doesn’t
Hands-on usability, customer-support quality, deliverability, merchant sentiment from review text, or revenue impact. We draw a sharp line around what we can observe.
Methodology
Where the numbers come from.
Ratings, review counts, pricing, and categories come from the live Shopify App Store listing, refreshed daily. Review growth compares the observed snapshots across the trailing 30-day window. “Stores observed” and the platform split come from OngoingAI’s weekly storefront census — the real stores running each app, not the listing’s claimed totals. Comparison generated Sep 16, 2026.
See who’s switching — as it happens.
Track app adoption on live ecommerce stores. Find merchants running Gladly or Kustomer, follow stack changes, and see when a store installs, removes, or replaces an app.