Shopify app comparison · updated Aug 25, 2026
Gladlyvs
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
- 28
- Review growth · 30d
- +0 · +0.0%
- Pricing
- Free to install
- Years on Shopify
- 5
- Stores observed
- 126
Kustomer
Kustomer
Revolutionize support with Kustomer's AI CRM. Gain deep insights for superior customer experiences.
- Rating
- 5.00
- Reviews
- 23
- Review growth · 30d
- +0 · +0.0%
- Pricing
- Free to install
- Years on Shopify
- 6
- Stores observed
- 96
Our read
- Ratings
- Kustomer higher (5.00 vs 4.70)
- Review growth
- Similar over 30 days
- Adoption
- Gladly larger (126 vs 96)
OngoingAI's data favors Gladly on observed Shopify adoption (126 vs 96 stores).
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 | 28 | 23 | Gladly 1.2× |
| Review growth · 30d | +0 · +0.0% | +0 · +0.0% | Level |
| Listed pricing | Free to install | Free to install | Not directly comparable |
| Years on Shopify | 5 | 6 | Kustomer +1y |
| Stores observed | 126 | 96 | 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
48% of listed capabilities overlap.
These apps cover largely the same ground. The decision material is 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
Show 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
126
stores observed
Skews Shopify · 90%
Kustomer
96
stores observed
Skews Shopify · 90%
Scope
What this comparison measures.
What it measures
Shopify App Store ratings, review counts and 30-day review growth, 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.
Still comparing?
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 Aug 25, 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.