What users are saying about
42 Ratings
Top Rated
46 Ratings
42 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100
Top Rated
46 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

Braze

Braze is great if you fully utilize the options and properly integrate with your platforms. There is a reason why it's the top customer engagement (CEM) platform out there. If properly handled it can be a powerhouse but if only minimally used it can be overwhelming. More certifications and personalized training would be helpful to grow user adoption.
Mark McRae | 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

Braze
Kustomer
8.5
Organize and prioritize service tickets
Braze
Kustomer
8.6
Expert directory
Braze
Kustomer
8.3
Subscription-based notifications
Braze
Kustomer
8.5
ITSM collaboration and documentation
Braze
Kustomer
8.0
Ticket creation and submission
Braze
Kustomer
8.7
Ticket response
Braze
Kustomer
8.9

Self Help Community

Braze
Kustomer
7.7
External knowledge base
Braze
Kustomer
7.5
Internal knowledge base
Braze
Kustomer
7.8

Multi-Channel Help

Braze
Kustomer
8.4
Customer portal
Braze
Kustomer
8.6
IVR
Braze
Kustomer
8.3
Social integration
Braze
Kustomer
7.8
Email support
Braze
Kustomer
8.8
Help Desk CRM integration
Braze
Kustomer
8.7

Pros

Braze

  • Personalized customer journey
  • Consolidation of marketing tools to bring multi channel communications under one roof and allowing each of them to talk to each other.
  • The Braze community. This not only helps with idea generation, but makes a great place to network and grow your team.
  • The Customer Success team is world class. They reply to anything and everything we send them promptly and with actual answers.
Jackson Yomogida | 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

Braze

  • If you do not have a solid understanding of your product instrumentation and Braze, it will be difficult to be effective with it initially.
  • You need to spend some time learning about the platform as some aspects are not self-explanatory so you need to rely on other documentation or guidelines they have (i.e. how to find your instrumentations - need to find it by adding quotations marks, etc).
Anonymous | 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

Braze

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 7.8
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

Braze

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

Braze

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

Braze

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

Braze

Braze 8.2
Based on 40 answers
Braze is an extremely robust tool with a short learning curve. Building out new lifecycle strategies and campaigns was extremely simple. While there are a lot of functionalities, no CRM/ESP service will ever have every feature that all of their competitors have. Braze does a great job with listening to their customers and adding new features onto the roadmap.
Victoria Quang | TrustRadius Reviewer

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

Braze

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

Braze

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

Braze

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 7.8
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

Braze

Usability - If you are experienced with ESPs, Braze is simple and straightforward to learn after an initial exploration into the tool.Tooling, Products, and Features - Braze is a robust tool that enables my team to build complex lifecycle marketing programs without needing support from product/engineering. We can easily target users with email, push notifications, in-app messages, webhooks, SMS, and more all in one place.
If there is ever a product that is missing/could be improved, the Braze team will listen to our needs and incorporate suggestions into their product roadmap.
-Customer Service: The Customer Success team is so responsive and helpful - some of the best I've ever worked with. They will provide suggestions, feedback, workarounds (if needed), and recommendations to improve your efficiency and strategy. I'd highly recommend a CSM as well. The only other tools that I've used that come close to my satisfaction with Braze are Oracle Eloqua and Listrak - however, neither of those options are a good fit for my current company where push, sms, and in-app messages are needed.
Anonymous | 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

Braze

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

Braze

  • Positive: A growth hacking experiment was proven successful in nudging users who abandoned their cart after checking out with a product/service and leaving their chart or 24 hours.
  • Positive: A growth hacking experiment was proven successful in nudging users whose credit card failed when trying to upgrade to a paid account.
  • Negative: With the plethora of teams (disciplines / business units / markets) with access to braze, it's easy to accidentally over-nurture users.
Jennifer Rudin | 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

Screenshots

Pricing Details

Braze

General

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

Braze Editions & Modules

Additional Pricing Details

Kustomer

General

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

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per user
Additional Pricing Details
All plans require an annual subscription and 8 users minimum.

Rating Summary

Add comparison