What users are saying about
4 Ratings
Top Rated
43 Ratings
4 Ratings
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Score 8 out of 100
Top Rated
43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Chameleon

Seems like a great solution for web-based apps and sites when you want to communicate with your users in a fairly lightweight way. Users can "escape" from your guided tours relatively easily. Not sure how it would work for a combined web and mobile experience. Also, if you have a responsive layout, the layout of the guide sometimes breaks - you have to be careful
Michael Ball-Marian | 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

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

Self Help Community

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

Multi-Channel Help

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

Pros

Chameleon

  • Super easy installation/setup particularly if you use Segment.
  • Improved and relatively easy to learn UI.
  • Great minimal/elegant design of the elements that get displayed to your users.
Michael Ball-Marian | 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

Chameleon

  • There are not quite as many interactive elements as I'd like to see, but enough to get the job done.
  • The general editing UI is good, but some of the elements could be easier to discover. You sort of have to trial-and-error your way to success.
  • Documentation is fairly light. If you really want to dig in, you'll find it lacking. Luckily support was awesome and fast.
Michael Ball-Marian | 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

Chameleon

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

Chameleon

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

Chameleon

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

Chameleon

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

Chameleon

No score
No answers yet
No answers on this topic

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

Chameleon

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

Chameleon

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

Chameleon

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

Chameleon

We had some colleagues try to implement WalkMe with their Single page app and it was a disaster getting it to work (it eventually did, mostly). Because we already use Segment, we thought we'd give Chameleon a try and it was very easy. I built my first tour in an hour or two.
Michael Ball-Marian | 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

Chameleon

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

Chameleon

  • Saved us time/money building extensive documentation.
  • Quicker to implement a few other solutions. We have access to an enterprise product for FREE, but we chose not to use it because implementation was too cumbersome.
Michael Ball-Marian | 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

Kustomer

Pricing Details

Chameleon

General

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

Chameleon Editions & Modules

Additional Pricing Details

Kustomer

General

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

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Chameleon
9.0
Kustomer
7.7

Likelihood to Renew

Chameleon
Kustomer
7.8

Usability

Chameleon
Kustomer
8.2

Reliability and Availability

Chameleon
Kustomer
9.1

Performance

Chameleon
Kustomer
6.0

Support Rating

Chameleon
Kustomer
9.0

In-Person Training

Chameleon
Kustomer
7.3

Online Training

Chameleon
Kustomer
8.2

Implementation Rating

Chameleon
Kustomer
7.8

Scalability

Chameleon
Kustomer
9.1

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