Contactually CRM (discontinued) vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Contactually CRM (discontinued)
Score 8.0 out of 10
N/A
Contactually was a CRM for real estate agents and brokerages, that automatically prompted users to take action with the most important people to prevent things from falling through the cracks. Contactually was acquired by Compass in 2019, and is no longer available.
$69
per month
Kustomer
Score 7.7 out of 10
N/A
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
$89
per month per user
Pricing
Contactually CRM (discontinued)Kustomer
Editions & Modules
Professional
$69.00
per month
Accelerator
$119.00
per month
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
Contactually CRM (discontinued)Kustomer
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Community Pulse
Contactually CRM (discontinued)Kustomer
Top Pros
Top Cons
Features
Contactually CRM (discontinued)Kustomer
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Contactually CRM (discontinued)
8.8
4 Ratings
14% above category average
Kustomer
-
Ratings
Customer data management / contact management9.84 Ratings00 Ratings
Workflow management9.64 Ratings00 Ratings
Territory management8.92 Ratings00 Ratings
Opportunity management9.43 Ratings00 Ratings
Integration with email client (e.g., Outlook or Gmail)9.94 Ratings00 Ratings
Contract management6.02 Ratings00 Ratings
Quote & order management6.01 Ratings00 Ratings
Interaction tracking9.84 Ratings00 Ratings
Channel / partner relationship management9.83 Ratings00 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Contactually CRM (discontinued)
9.1
4 Ratings
19% above category average
Kustomer
-
Ratings
Case management9.74 Ratings00 Ratings
Call center management8.03 Ratings00 Ratings
Help desk management9.73 Ratings00 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Contactually CRM (discontinued)
9.7
4 Ratings
25% above category average
Kustomer
-
Ratings
Lead management9.84 Ratings00 Ratings
Email marketing9.64 Ratings00 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Contactually CRM (discontinued)
6.3
3 Ratings
19% below category average
Kustomer
-
Ratings
Task management7.03 Ratings00 Ratings
Billing and invoicing management5.01 Ratings00 Ratings
Reporting7.01 Ratings00 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Contactually CRM (discontinued)
7.0
3 Ratings
8% below category average
Kustomer
-
Ratings
Forecasting7.01 Ratings00 Ratings
Pipeline visualization7.03 Ratings00 Ratings
Customizable reports7.01 Ratings00 Ratings
Customization
Comparison of Customization features of Product A and Product B
Contactually CRM (discontinued)
7.0
2 Ratings
8% below category average
Kustomer
-
Ratings
Custom fields7.02 Ratings00 Ratings
Custom objects7.01 Ratings00 Ratings
Scripting environment7.02 Ratings00 Ratings
API for custom integration7.01 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Contactually CRM (discontinued)
7.5
3 Ratings
10% below category average
Kustomer
-
Ratings
Single sign-on capability9.02 Ratings00 Ratings
Role-based user permissions6.02 Ratings00 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Contactually CRM (discontinued)
8.4
3 Ratings
14% above category average
Kustomer
-
Ratings
Social data9.92 Ratings00 Ratings
Social engagement7.02 Ratings00 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Contactually CRM (discontinued)
9.9
3 Ratings
32% above category average
Kustomer
-
Ratings
Marketing automation9.93 Ratings00 Ratings
Platform
Comparison of Platform features of Product A and Product B
Contactually CRM (discontinued)
9.4
4 Ratings
22% above category average
Kustomer
-
Ratings
Mobile access9.44 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Contactually CRM (discontinued)
-
Ratings
Kustomer
8.6
17 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings9.116 Ratings
Expert directory00 Ratings8.314 Ratings
Subscription-based notifications00 Ratings8.513 Ratings
ITSM collaboration and documentation00 Ratings8.013 Ratings
Ticket creation and submission00 Ratings8.417 Ratings
Ticket response00 Ratings9.217 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Contactually CRM (discontinued)
-
Ratings
Kustomer
7.3
13 Ratings
6% below category average
External knowledge base00 Ratings8.213 Ratings
Internal knowledge base00 Ratings6.413 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Contactually CRM (discontinued)
-
Ratings
Kustomer
8.6
17 Ratings
11% above category average
Customer portal00 Ratings8.611 Ratings
IVR00 Ratings8.310 Ratings
Social integration00 Ratings7.714 Ratings
Email support00 Ratings9.217 Ratings
Help Desk CRM integration00 Ratings9.212 Ratings
Best Alternatives
Contactually CRM (discontinued)Kustomer
Small Businesses
Salesmate
Salesmate
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Creatio
Creatio
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Creatio
Creatio
Score 9.1 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Contactually CRM (discontinued)Kustomer
Likelihood to Recommend
9.0
(5 ratings)
9.0
(38 ratings)
Likelihood to Renew
1.0
(1 ratings)
7.9
(2 ratings)
Usability
7.0
(1 ratings)
8.4
(4 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
6.4
(2 ratings)
Support Rating
-
(0 ratings)
9.9
(7 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
(2 ratings)
Ease of integration
-
(0 ratings)
7.2
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.7
(2 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(2 ratings)
User Testimonials
Contactually CRM (discontinued)Kustomer
Likelihood to Recommend
Discontinued Products
Contactually is a very powerful CRM, even though it is extremely simple to use. It is very intuitive and fun to use! Their templates for nurturing and follow-up are phenomenal, so if you have a sales cycle, this is the tool for you. I even use it to keep track of family and acquaintances' interactions, as Contactually can alert me when it's been 30 days since the last time I talked to person A. The only reason I don't give it a 10 is because price has been going up in recent years.
Read full review
Kustomer, LLC
I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
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Pros
Discontinued Products
  • The get connected prompts is a very useful feature.
  • Good data consolidation picked up from a variety of sources.
  • Once added, the contact profiles are updated regularly with how the contacts' LinkedIn profile would change.
Read full review
Kustomer, LLC
  • 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.
Read full review
Cons
Discontinued Products
  • Pipeline functions. It's pretty bare minimum right now.
  • Capturing text and phone calls outside the app. It's hard to remember to initiate both from the app.
  • Calendar function. You should be able to edit the calendar in Contactually and it would sync with your Google calendar.
Read full review
Kustomer, LLC
  • 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
Discontinued Products
Just doesn't provide the sophistication that I seek. It's a simple solution with some innovation automation relatively speaking, but ideal for individuals and small businesses with basic CRM needs.
Read full review
Kustomer, LLC
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
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Usability
Discontinued Products
Easy to use, does not require a strong technical background at all.
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Kustomer, LLC
There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.
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Reliability and Availability
Discontinued Products
No answers on this topic
Kustomer, LLC
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
Discontinued Products
No answers on this topic
Kustomer, LLC
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
Discontinued Products
No answers on this topic
Kustomer, LLC
I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
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In-Person Training
Discontinued Products
No answers on this topic
Kustomer, LLC
Because they are very hands-on in training us and very approachable
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Online Training
Discontinued Products
No answers on this topic
Kustomer, LLC
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
Discontinued Products
No answers on this topic
Kustomer, LLC
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
Discontinued Products
It seemed to have everything that I wanted and wasn't too expensive.
Read full review
Kustomer, LLC
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
Discontinued Products
No answers on this topic
Kustomer, LLC
Because customer is flexible and scalable
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Return on Investment
Discontinued Products
  • It's had a very positive impact in building and maintaining my relationships. The ROI has been positive as an affordable and user-friendly CRM.
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Kustomer, LLC
  • 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.