What users are saying about
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
41 Ratings
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Kustomer, from Facebook

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
41 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Clarabridge

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Brandon Johnson | TrustRadius Reviewer

Kustomer, from Facebook

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

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

Self Help Community

Clarabridge
Kustomer, from Facebook
7.7
External knowledge base
Clarabridge
Kustomer, from Facebook
7.5
Internal knowledge base
Clarabridge
Kustomer, from Facebook
7.8

Multi-Channel Help

Clarabridge
Kustomer, from Facebook
8.4
Customer portal
Clarabridge
Kustomer, from Facebook
8.6
IVR
Clarabridge
Kustomer, from Facebook
8.3
Social integration
Clarabridge
Kustomer, from Facebook
7.8
Email support
Clarabridge
Kustomer, from Facebook
8.8
Help Desk CRM integration
Clarabridge
Kustomer, from Facebook
8.7

Pros

Clarabridge

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
Gino Abbate III, MBA | TrustRadius Reviewer

Kustomer, from Facebook

  • 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

Clarabridge

  • Not that they are not awesome but things could constantly improve on the NLP for sarcasm based comments ( I know it is a machine and this is hard but It is one of my only frustrations)
Brandon Johnson | TrustRadius Reviewer

Kustomer, from Facebook

  • 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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 7.7
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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 5.9
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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 7.3
Based on 2 answers
Because they are very hands-on in training us and very approachable
Anonymous | TrustRadius Reviewer

Online Training

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 7.7
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

Clarabridge

Clarabridge's support team is better than anyone else in the industry.
Gino Abbate III, MBA | TrustRadius Reviewer

Kustomer, from Facebook

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

Clarabridge

No score
No answers yet
No answers on this topic

Kustomer, from Facebook

Kustomer, from Facebook 9.1
Based on 1 answer
Because customer is flexible and scalable
Anonymous | TrustRadius Reviewer

Return on Investment

Clarabridge

  • Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.
Brandon Johnson | TrustRadius Reviewer

Kustomer, from Facebook

  • 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

Pricing Details

Clarabridge

General

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

Clarabridge Editions & Modules

Additional Pricing Details

Kustomer, from Facebook

General

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

Kustomer, from Facebook Editions & Modules

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

Rating Summary

Likelihood to Recommend

Clarabridge
10.0
Kustomer, from Facebook
7.8

Likelihood to Renew

Clarabridge
Kustomer, from Facebook
7.7

Usability

Clarabridge
Kustomer, from Facebook
8.2

Reliability and Availability

Clarabridge
Kustomer, from Facebook
9.1

Performance

Clarabridge
Kustomer, from Facebook
5.9

Support Rating

Clarabridge
Kustomer, from Facebook
9.0

In-Person Training

Clarabridge
Kustomer, from Facebook
7.3

Online Training

Clarabridge
Kustomer, from Facebook
8.2

Implementation Rating

Clarabridge
Kustomer, from Facebook
7.7

Scalability

Clarabridge
Kustomer, from Facebook
9.1

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