Appcues vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Appcues
Score 9.0 out of 10
N/A
Appcues is online software for creating in-product experiences such as user onboarding, feature announcements, etc. without writing any code. (The vendor believes it's the non-technical people who oftentimes have the best information about a software user's needs and desires.) The goal of using Appcues is to improve product engagement within the user's own customer base.
$299
per month/billed monthly
Kustomer
Score 8.4 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
AppcuesKustomer
Editions & Modules
Essentials
$299
per month/billed monthly
Growth
$879
per month/billed annually
Enterprise
Contact sales team
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
AppcuesKustomer
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
AppcuesKustomer
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Appcues
-
Ratings
Kustomer
8.6
17 Ratings
7% 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 Ratings8.617 Ratings
Ticket response00 Ratings9.317 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Appcues
-
Ratings
Kustomer
7.3
13 Ratings
8% 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
Appcues
-
Ratings
Kustomer
8.6
17 Ratings
8% above category average
Customer portal00 Ratings8.611 Ratings
IVR00 Ratings8.310 Ratings
Social integration00 Ratings7.814 Ratings
Email support00 Ratings9.317 Ratings
Help Desk CRM integration00 Ratings9.312 Ratings
Best Alternatives
AppcuesKustomer
Small Businesses
Pendo.io
Pendo.io
Score 8.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Whatfix
Whatfix
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Whatfix
Whatfix
Score 9.5 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
AppcuesKustomer
Likelihood to Recommend
7.7
(7 ratings)
9.0
(38 ratings)
Likelihood to Renew
-
(0 ratings)
7.9
(2 ratings)
Usability
-
(0 ratings)
8.6
(4 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
6.4
(2 ratings)
Support Rating
-
(0 ratings)
10.0
(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
AppcuesKustomer
Likelihood to Recommend
Appcues
It is well suited for SaaS products or services that have a highly complex user interface. Through Appcues, you can ensure that people discover all the existing and new features and make them understand the value of your product as soon as possible to address the evergreen issue of churn. But if your user interface is really messed up, you should change the product itself instead of using a tool like Appcues to explain everything on the screen.
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!
Read full review
Pros
Appcues
  • As a whole, Appcues is very easy to use.
  • You can build templates to easily style future modal windows and tooltips.
  • They have great customer service! Any time I've had a question our support rep always gets back to me with solutions.
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.
Read full review
Cons
Appcues
  • We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow.
  • Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful.
  • The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement.
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.
Read full review
Likelihood to Renew
Appcues
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
Appcues
No answers on this topic
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.
Read full review
Reliability and Availability
Appcues
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.
Read full review
Performance
Appcues
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.
Read full review
Support Rating
Appcues
No answers on this topic
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.
Read full review
In-Person Training
Appcues
No answers on this topic
Kustomer, LLC
Because they are very hands-on in training us and very approachable
Read full review
Online Training
Appcues
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
Appcues
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.
Read full review
Alternatives Considered
Appcues
It has a much, much better user interface, better customer care, and of course better pricing. This along with the fact that they were very accommodating for our use case ensured we went ahead with Appcues.
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.
Read full review
Scalability
Appcues
No answers on this topic
Kustomer, LLC
Because customer is flexible and scalable
Read full review
Return on Investment
Appcues
  • Appcues has allowed us to quickly deploy user help features that target specific users, audiences, even customers with very little effort.
  • Appcues has helped gain user traction by providing helpful tooltips, tours, and other rich content, reducing the first-time user learning curve.
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.
Read full review
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.