Braze vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Braze
Score 8.4 out of 10
N/A
Braze is a comprehensive customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands foster human connection with consumers through interactive conversations across channels so as to deliver value quickly and continuously. The vendor states they were named a Leader in the 2019 Gartner Magic Quadrant for Mobile Marketing Platforms and recognized as one of Inc Magazine's…N/A
Kustomer
Score 8.3 out of 10
N/A
Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer aims to make resolution faster and easier for everyone.
$89
per month per user
Pricing
BrazeKustomer
Editions & Modules
No answers on this topic
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
BrazeKustomer
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
BrazeKustomer
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Braze
-
Ratings
Kustomer
8.8
16 Ratings
7% above category average
Organize and prioritize service tickets00 Ratings8.615 Ratings
Expert directory00 Ratings8.314 Ratings
Subscription-based notifications00 Ratings8.513 Ratings
ITSM collaboration and documentation00 Ratings8.013 Ratings
Ticket creation and submission00 Ratings9.616 Ratings
Ticket response00 Ratings9.716 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Braze
-
Ratings
Kustomer
7.7
12 Ratings
6% below category average
External knowledge base00 Ratings7.512 Ratings
Internal knowledge base00 Ratings7.812 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Braze
-
Ratings
Kustomer
9.1
16 Ratings
12% above category average
Customer portal00 Ratings8.611 Ratings
IVR00 Ratings8.310 Ratings
Social integration00 Ratings9.513 Ratings
Email support00 Ratings9.716 Ratings
Help Desk CRM integration00 Ratings9.711 Ratings
Best Alternatives
BrazeKustomer
Small Businesses
OneSignal
OneSignal
Score 9.2 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Flurry Analytics
Flurry Analytics
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Flurry Analytics
Flurry Analytics
Score 9.0 out of 10
LiveChat
LiveChat
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BrazeKustomer
Likelihood to Recommend
9.1
(26 ratings)
9.0
(37 ratings)
Likelihood to Renew
-
(0 ratings)
7.9
(2 ratings)
Usability
-
(0 ratings)
9.9
(3 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
6.4
(2 ratings)
Support Rating
8.2
(40 ratings)
10.0
(11 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
(4 ratings)
Ease of integration
-
(0 ratings)
7.2
(4 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.7
(4 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(4 ratings)
User Testimonials
BrazeKustomer
Likelihood to Recommend
Braze
Braze is the go-to solution for businesses that offer its services and products through apps. It is a comprehensive tool that will provide you with an easy and quick way to orchestrate conversion and engagement communications and tests. Both product and marketing teams will be able to deliver amazing InApps and Notifications without any help or supervision from tech teams and developers (tech help is needed for implementation and tool evolution only). Braze can also deliver messages to websites and through web push, however, if you do not own an app, I may suggest you pursue other CRM tools.
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Meta Platforms Inc
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
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Pros
Braze
  • Is constantly improving all its features.
  • Cares a lot for the final user and its usability, in my case I'm constantly getting asked about feedback to improve several features.
  • Is really easy to use, and the documentation and LAB are really helpful if you are starting with Braze.
  • Has a strong community, where anyone can ask everything and other peers can contribute.
Read full review
Meta Platforms Inc
  • 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
Braze
  • Braze could offer more tier based cost effective solutions for users who only integrate minimally.
  • I think the the ability to understand how users patterns can be utilized is powerful but could be made more robust yet usable.
  • Reporting without exporting to a CSV perhaps a more cloud-based reporting option.
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Meta Platforms Inc
  • 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
Braze
No answers on this topic
Meta Platforms Inc
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
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Usability
Braze
No answers on this topic
Meta Platforms Inc
I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
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Reliability and Availability
Braze
No answers on this topic
Meta Platforms Inc
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
Braze
No answers on this topic
Meta Platforms Inc
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
Braze
We have direct support from our account manager and success manager practically around the clock when things come up that are urgent. They're even helping me post open roles for my team on internal job boards within the Braze team.
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Meta Platforms Inc
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.
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In-Person Training
Braze
No answers on this topic
Meta Platforms Inc
Because they are very hands-on in training us and very approachable
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Online Training
Braze
No answers on this topic
Meta Platforms Inc
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
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Implementation Rating
Braze
No answers on this topic
Meta Platforms Inc
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
Braze
Braze is a MUCH simpler interface than the Adobe Campaign. However, it is hard to argue that they both have the same functionality. Adobe Campaign is for a MUCH more technical team whereas Braze has a much easier user interface. I would definitely recommend Braze for small to medium-sized customers.
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Meta Platforms Inc
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
Braze
No answers on this topic
Meta Platforms Inc
Because customer is flexible and scalable
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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.
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Meta Platforms Inc
  • 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.