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Top Rated
43 Ratings
60 Ratings
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Score 9 out of 100

Kustomer

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Top Rated
43 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

Kustomer

Kustomer is great for small and large teams. It has the flexibility to create routing and queues for additional segmentation of workflow, which is great for splitting the workload among reps. If you have a lot of systems that your reps need to use, this is a great option since it pulls them all together in one place.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.5
Organize and prioritize service tickets
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.6
Expert directory
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.3
Subscription-based notifications
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.5
ITSM collaboration and documentation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.0
Ticket creation and submission
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.7
Ticket response
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.9

Self Help Community

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
7.7
External knowledge base
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
7.5
Internal knowledge base
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
7.8

Multi-Channel Help

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.4
Customer portal
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.6
IVR
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.3
Social integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
7.8
Email support
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.8
Help Desk CRM integration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.7

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
  • It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
  • Data is captured and processed in real-time which reveal unknown issues as they are happening.
  • Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Nick Preese | TrustRadius Reviewer

Kustomer

  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
Anonymous | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
Chris Hall | TrustRadius Reviewer

Kustomer

  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
Hailey Miller | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult
Nick Preese | TrustRadius Reviewer

Kustomer

Kustomer 7.7
Based on 2 answers
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Anonymous | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 8.2
Based on 2 answers
Because it is easy to use as well as it serves as a very important tool for communication. It merges with different applications and there are no issues like other platforms.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 9.1
Based on 2 answers
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Anonymous | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 6.0
Based on 2 answers
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 9.0
Based on 10 answers
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
Charlotte Reiter | TrustRadius Reviewer

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 7.3
Based on 2 answers
Because they are very hands-on in training us and very approachable
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 8.2
Based on 2 answers
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Anonymous | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 7.7
Based on 2 answers
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Analytics! We want to utilize software that gave us basic information back. Obviously, with technology becoming smarter, more updated and more efficient, we converted to software that would handle that...IBM. we've realized that analytics are so beneficial to the reelection process, how we communicate with constituents and the way we relay information to the community.
Tanu Chahal | TrustRadius Reviewer

Kustomer

The sales rep did a great job of making us feel heard and instilling trust. We felt that we would be valued as a client instead of just one of thousands, and a small company at that. When we signed they promised and delivered on an additional channel that they hadn't previously supported (toll-free MMS). The product just made sense and was innovative, which definitely gave them an edge.
Meagan McKinnon | TrustRadius Reviewer

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 9.1
Based on 1 answer
Because customer is flexible and scalable
Anonymous | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Best tool to measure and track our website activity.
  • Gives us an idea of which strategy on our layout is working better.
  • Representation of data through graphs and charts is very helpful.
Rohan Kashyap | TrustRadius Reviewer

Kustomer

  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
Anonymous | TrustRadius Reviewer

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Editions & Modules

Additional Pricing Details

Kustomer

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
9.5
Kustomer
7.7

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Kustomer
7.7

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.2

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
9.1

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
6.0

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
9.0

In-Person Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
7.3

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
8.2

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
7.7

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Kustomer
9.1

Add comparison