What users are saying about
8 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
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.7 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

ClickDesk

It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.
Anonymous | 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

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

Self Help Community

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

Multi-Channel Help

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

Pros

ClickDesk

  • They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
  • They also have a simple ticking system along with live chat, it's not huge but it does work.
  • Easy to implement with well known knowledgeable and CMS.
Akram Hasan Sharkar | 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

ClickDesk

  • Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
  • More information about users. Real time page visiting histories (more advanced way).
  • Customers can review the agent's profile information (public profile).
Sazzad Hossain Sharkar | 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

ClickDesk

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

ClickDesk

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

ClickDesk

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

ClickDesk

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

ClickDesk

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

ClickDesk

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

ClickDesk

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

ClickDesk

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

ClickDesk

ClickDesk was good at what it did, but it doesn't have the holistic approach that Teams does. With Teams, you can not only chat and make calls, you can host webinars. You can see when people have read your messages to see if they are ignoring you or not. Screen sharing is a breeze and is easy to presentations with the audience. People can virtually raise their hands when they have a question. Also, it [is] easy to conduct polls from the audience in Teams.
Anonymous | 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

ClickDesk

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

ClickDesk

  • We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
  • It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.
Anonymous | 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

ClickDesk

General

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

ClickDesk 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

ClickDesk
8.0
Kustomer, from Facebook
7.8

Likelihood to Renew

ClickDesk
Kustomer, from Facebook
7.7

Usability

ClickDesk
Kustomer, from Facebook
8.2

Reliability and Availability

ClickDesk
Kustomer, from Facebook
9.1

Performance

ClickDesk
Kustomer, from Facebook
5.9

Support Rating

ClickDesk
Kustomer, from Facebook
9.0

In-Person Training

ClickDesk
Kustomer, from Facebook
7.3

Online Training

ClickDesk
Kustomer, from Facebook
8.2

Implementation Rating

ClickDesk
Kustomer, from Facebook
7.7

Scalability

ClickDesk
Kustomer, from Facebook
9.1

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