ADAPTcrm vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ADAPTcrm
Score 7.4 out of 10
N/A
ADAPTcrm is an integrated customer relationship management (CRM) designed specifically for mid-sized manufacturers and distributors.N/A
Kustomer
Score 8.3 out of 10
N/A
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
$89
per month per user
Pricing
ADAPTcrmKustomer
Editions & Modules
No answers on this topic
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
ADAPTcrmKustomer
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
ADAPTcrmKustomer
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
ADAPTcrm
9.0
3 Ratings
16% above category average
Kustomer
-
Ratings
Customer data management / contact management8.73 Ratings00 Ratings
Workflow management9.73 Ratings00 Ratings
Territory management8.73 Ratings00 Ratings
Opportunity management8.73 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)9.03 Ratings00 Ratings
Contract management9.03 Ratings00 Ratings
Quote & order management9.73 Ratings00 Ratings
Interaction tracking8.43 Ratings00 Ratings
Channel / partner relationship management9.03 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
ADAPTcrm
9.2
3 Ratings
21% above category average
Kustomer
-
Ratings
Case management9.73 Ratings00 Ratings
Call center management9.03 Ratings00 Ratings
Help desk management9.03 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
ADAPTcrm
8.9
3 Ratings
17% above category average
Kustomer
-
Ratings
Lead management9.03 Ratings00 Ratings
Email marketing8.73 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
ADAPTcrm
9.1
3 Ratings
18% above category average
Kustomer
-
Ratings
Task management9.73 Ratings00 Ratings
Billing and invoicing management8.73 Ratings00 Ratings
Reporting9.03 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
ADAPTcrm
9.1
3 Ratings
18% above category average
Kustomer
-
Ratings
Forecasting9.03 Ratings00 Ratings
Pipeline visualization8.73 Ratings00 Ratings
Customizable reports9.73 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
ADAPTcrm
8.7
3 Ratings
14% above category average
Kustomer
-
Ratings
Custom fields8.73 Ratings00 Ratings
Custom objects8.43 Ratings00 Ratings
Scripting environment8.73 Ratings00 Ratings
API for custom integration9.02 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
ADAPTcrm
9.1
3 Ratings
9% above category average
Kustomer
-
Ratings
Single sign-on capability9.03 Ratings00 Ratings
Role-based user permissions9.23 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
ADAPTcrm
8.7
3 Ratings
18% above category average
Kustomer
-
Ratings
Social data9.03 Ratings00 Ratings
Social engagement8.43 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
ADAPTcrm
8.9
3 Ratings
22% above category average
Kustomer
-
Ratings
Marketing automation9.03 Ratings00 Ratings
Compensation management8.72 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
ADAPTcrm
8.7
2 Ratings
15% above category average
Kustomer
-
Ratings
Mobile access8.72 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ADAPTcrm
-
Ratings
Kustomer
8.6
17 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings9.116 Ratings
Expert directory00 Ratings8.314 Ratings
Subscription-based notifications00 Ratings8.513 Ratings
ITSM collaboration and documentation00 Ratings8.013 Ratings
Ticket creation and submission00 Ratings8.517 Ratings
Ticket response00 Ratings9.217 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ADAPTcrm
-
Ratings
Kustomer
7.3
13 Ratings
6% below category average
External knowledge base00 Ratings8.213 Ratings
Internal knowledge base00 Ratings6.413 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ADAPTcrm
-
Ratings
Kustomer
8.6
17 Ratings
11% above category average
Customer portal00 Ratings8.611 Ratings
IVR00 Ratings8.310 Ratings
Social integration00 Ratings7.714 Ratings
Email support00 Ratings9.217 Ratings
Help Desk CRM integration00 Ratings9.212 Ratings
Best Alternatives
ADAPTcrmKustomer
Small Businesses
Salesmate
Salesmate
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Creatio
Creatio
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Creatio
Creatio
Score 9.1 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ADAPTcrmKustomer
Likelihood to Recommend
9.0
(3 ratings)
9.0
(38 ratings)
Likelihood to Renew
-
(0 ratings)
7.9
(2 ratings)
Usability
9.0
(2 ratings)
8.5
(4 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
6.4
(2 ratings)
Support Rating
9.0
(2 ratings)
9.9
(7 ratings)
In-Person Training
-
(0 ratings)
7.6
(2 ratings)
Online Training
-
(0 ratings)
8.3
(2 ratings)
Implementation Rating
-
(0 ratings)
7.9
(2 ratings)
Configurability
-
(0 ratings)
7.9
(2 ratings)
Ease of integration
-
(0 ratings)
7.2
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.7
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
ADAPTcrmKustomer
Likelihood to Recommend
ADAPT Software Applications, Inc.
We have been using Adapt for almost a year or more and it is the best CRM solution and has helped us in saving our time and also in finding various contacts from our LinkedIn connections. It enabled us to grow our network by connecting us to the market for our products. when it comes to its price its subscription rate is quite high and it gets buggy sometimes.
Read full review
Kustomer, LLC
I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
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Pros
ADAPT Software Applications, Inc.
  • It provides a nice, single package of multiple features as in all in one solution business program. It can be used to help run many operations in an organization.
  • ADAPTcrm provides a fairly robust interface that can be individually tailored to each user, making it a bit more personable.
  • The program can be linked into other systems like Outlook which can alleviate the need for manual entry of contacts.
Read full review
Kustomer, LLC
  • 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.
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Cons
ADAPT Software Applications, Inc.
  • Sometimes in the middle of work, it logs us out and it needs to be fixed as it is annoying.
Read full review
Kustomer, LLC
  • 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.
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Likelihood to Renew
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review
Usability
ADAPT Software Applications, Inc.
Adapt CRM is the perfect tool for everyone looking for the solution to manage customer relations. It has proved itself as a time saver and we can focus on other parts of our organization too without any compromise on our customer relations. It has many features for customization. Additionally, its customer service is so good and helpful and unlike other software of this kind, we have found it quite user-friendly.
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Kustomer, LLC
There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.
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Reliability and Availability
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
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.
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Performance
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
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.
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Support Rating
ADAPT Software Applications, Inc.
CRM solutions are always meant to strengthen client relationships and ADAPTcrm has helped us in achieving one of our business objectives of strengthening our bond with our clients.
Read full review
Kustomer, LLC
I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
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In-Person Training
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
Because they are very hands-on in training us and very approachable
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Online Training
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review
Implementation Rating
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
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Alternatives Considered
ADAPT Software Applications, Inc.
ADAPTcrm is a bit different than other programs with similar feature sets. It offers a more well-rounded set of features that can be beneficial for an organization looking for an in all-in-one solution without much customization. On the other hand, if customization or changes are needed, the costs can be increased greatly with the need for developers or support from the company. Some CRM solutions may require a great deal of programming which ADAPTcrm does not necessarily need, potentially saving a great deal of time in implementation.
Read full review
Kustomer, LLC
Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
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Scalability
ADAPT Software Applications, Inc.
No answers on this topic
Kustomer, LLC
Because customer is flexible and scalable
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Return on Investment
ADAPT Software Applications, Inc.
  • It has resulted in growth of our company.
  • It has enabled to make more connections in market.
  • It has proved as a time saver for us.
  • Its cost has a major negative impact on us.
Read full review
Kustomer, LLC
  • 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.
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ScreenShots

Kustomer Screenshots

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.