Kustomer vs. Ortto

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Ortto
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
Ortto is presented as a product-led growth engine that helps businesses acquire and retain customers. Since 2015, Ortto has supported over 10,000 companies with their software. Ortto allows online businesses to unify their customer data with their CDP, segment key audiences across the customer lifecycle; activate these audiences with personalized, omnichannel experiences, and analyze their business for growth with a suite of BI tools. The vendor states teams at Microsoft, Bltly, Typeform,…
$509
per month
Pricing
KustomerOrtto
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Professional
$509/mo, paid annually
per month
Business
$849/mo, paid annually
per month
Enterprise
$1,699/mo, paid annually
per month
Offerings
Pricing Offerings
KustomerOrtto
Free Trial
NoYes
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
Community Pulse
KustomerOrtto
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
KustomerOrtto
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.6
17 Ratings
9% above category average
Ortto
-
Ratings
Organize and prioritize service tickets9.116 Ratings00 Ratings
Expert directory8.314 Ratings00 Ratings
Subscription-based notifications8.513 Ratings00 Ratings
ITSM collaboration and documentation8.013 Ratings00 Ratings
Ticket creation and submission8.517 Ratings00 Ratings
Ticket response9.217 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kustomer
7.3
13 Ratings
6% below category average
Ortto
-
Ratings
External knowledge base8.213 Ratings00 Ratings
Internal knowledge base6.413 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kustomer
8.6
17 Ratings
11% above category average
Ortto
-
Ratings
Customer portal8.611 Ratings00 Ratings
IVR8.310 Ratings00 Ratings
Social integration7.714 Ratings00 Ratings
Email support9.217 Ratings00 Ratings
Help Desk CRM integration9.212 Ratings00 Ratings
Email & Online Marketing
Comparison of Email & Online Marketing features of Product A and Product B
Kustomer
-
Ratings
Ortto
9.0
11 Ratings
15% above category average
WYSIWYG email editor00 Ratings8.911 Ratings
Dynamic content00 Ratings8.98 Ratings
Ability to test dynamic content00 Ratings8.98 Ratings
A/B testing00 Ratings8.98 Ratings
Mobile optimization00 Ratings8.910 Ratings
Email deliverability reporting00 Ratings9.911 Ratings
List management00 Ratings8.911 Ratings
Triggered drip sequences00 Ratings8.911 Ratings
Lead Management
Comparison of Lead Management features of Product A and Product B
Kustomer
-
Ratings
Ortto
9.2
11 Ratings
18% above category average
Lead nurturing automation00 Ratings9.911 Ratings
Data quality management00 Ratings8.910 Ratings
Automated sales alerts and tasks00 Ratings8.99 Ratings
Campaign Management
Comparison of Campaign Management features of Product A and Product B
Kustomer
-
Ratings
Ortto
8.9
9 Ratings
15% above category average
Event/webinar marketing00 Ratings8.99 Ratings
Social Media Marketing
Comparison of Social Media Marketing features of Product A and Product B
Kustomer
-
Ratings
Ortto
8.9
8 Ratings
17% above category average
Social profile integration00 Ratings8.98 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Kustomer
-
Ratings
Ortto
8.9
12 Ratings
17% above category average
Dashboards00 Ratings8.912 Ratings
Standard reports00 Ratings8.912 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Kustomer
-
Ratings
Ortto
8.9
9 Ratings
16% above category average
API00 Ratings8.98 Ratings
Customizability00 Ratings8.99 Ratings
Integration with Salesforce.com00 Ratings8.97 Ratings
Best Alternatives
KustomerOrtto
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Vbout
Vbout
Score 9.4 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.3 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
PFL Direct Mail Platform
PFL Direct Mail Platform
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KustomerOrtto
Likelihood to Recommend
9.0
(38 ratings)
8.9
(12 ratings)
Likelihood to Renew
7.9
(2 ratings)
-
(0 ratings)
Usability
8.5
(4 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
6.4
(2 ratings)
-
(0 ratings)
Support Rating
9.9
(7 ratings)
-
(0 ratings)
In-Person Training
7.6
(2 ratings)
-
(0 ratings)
Online Training
8.3
(2 ratings)
-
(0 ratings)
Implementation Rating
7.9
(2 ratings)
-
(0 ratings)
Configurability
7.9
(2 ratings)
-
(0 ratings)
Ease of integration
7.2
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.7
(2 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
KustomerOrtto
Likelihood to Recommend
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
Ortto
Autopilot has a friendly and bright appeal offering a code-free automation experience that makes it easy to build complex automated workflows. Anyone can start creating workflows using the drag-and-drop builder even without technical knowledge. Teams utilize the notes and graphics feature to collaborate on automation workflows providing a much easier way to understand workflows created by someone else.
Read full review
Pros
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
Ortto
  • Very easy to use automation builder with many great options and integrations. Lets us tailor incredibly precise campaigns through use of Autopilot's own features, plus its tight integrations with data from sources like Segment.
  • Easy and powerful email editing and creation built-in. No need for email template coding.
  • Autopilot allows marketers to have full control and implement new web forms to capture leads quickly with its automatic form detection. No need to save custom form data to our own backend saves our development team time.
Read full review
Cons
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
Ortto
  • Limited Design Customization: If you're an experienced marketer and are used to the unlimited customization capabilities of larger platforms (or coding your own templates), you might find Autopilot's options to be limiting. It's great for a beginner user who shouldn't be encumbered with those options, but I could see if being frustrating for others.
Read full review
Likelihood to Renew
Kustomer, LLC
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review
Ortto
No answers on this topic
Usability
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
Ortto
No answers on this topic
Reliability and Availability
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
Ortto
No answers on this topic
Performance
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
Ortto
No answers on this topic
Support Rating
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
Ortto
No answers on this topic
In-Person Training
Kustomer, LLC
Because they are very hands-on in training us and very approachable
Read full review
Ortto
No answers on this topic
Online Training
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
Ortto
No answers on this topic
Implementation Rating
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
Ortto
No answers on this topic
Alternatives Considered
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
Ortto
How would I say this, for me Autopilot is a whole other tool then the other MA tools I use. Most other MA tools focus on a lot of options and things you can do with it. But Autopilot seems to mainly focus on the visual builder to make automations, and they do that really well! The other tools are also great but more a "complete package solution" with a lot of options. And that can be overwhelming. So if you want a great easy-to-use workflow/automation builder and less of all the other options Autopilot is a great start.
Read full review
Scalability
Kustomer, LLC
Because customer is flexible and scalable
Read full review
Ortto
No answers on this topic
Return on Investment
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
Ortto
  • Not sure. I cannot put a $ on it for ROI as I was the administrator and not part of the team that procured it. Time-wise I would say I spent less time using it than I previously had used in CloudPortal Services Manager.
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.

Ortto Screenshots

Screenshot of Creates a single view of the customer journey to create more meaningful connections with an audience in the moments that matter.Screenshot of Custom activities that represent product-qualifying actions or behaviors that lead to growth, that can be used to enter people into customer journeys, create target audiences, or build reports and dashboards.Screenshot of Ortto can create pop-ups, forms, bars, notifications, screen takeovers, banners, reactions, spin wheels, surveys, videos, countdowns and collect feedback. Contacts captured from tracked forms can be added to customer journeys.Screenshot of Event-based journeys can be built in minutes and help to create connections with customers. Journeys can include email, SMS, and in-app messaging for critical customer moments.Screenshot of A drag and drop editor can be used to achieve pixel-perfect designs and go beyond opens and click-throughs and attribute revenue to every email.Screenshot of Business Intelligence reporting, not just open and click rates. Ortto gives businesses instant, real-time access to simplified business intelligence, reporting, and dashboard tools with built-in revenue attribution to track the metrics that matter.