Copper vs. Kustomer

For small businesses and businesses that use Google Workspace, Copper is a great solution. It integrates well with Google, boosts features and capabilities of email, and provides an easy to use CRM system. It's also cost effective. For larger organizations, a more powerful tool is recommended that is more customizable. Might not work well outside of google either.

Incentivized

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!

Incentivized

• Allows for contacts to be synced and organized directly from Gmail.
• Gives a flexible style and customizable settings to match our company's specific needs.
• Does a great job of helping us keep track of projects. We easily created a customized "Status" field with several status options that help us update the many phases of our project.

Incentivized

• 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.

Incentivized

• Window change: for mobile - when you tap on a card from a pipeline it takes you to the lead’s basic info. I wish it would immediately just open all activities so I can quick see notes
• I usually use Copper on the go. When you open the Copper app, it immediately opens a collab window. I wish it had some sort of easy dashboard….plus a notes area. I open Copper on mobile to quickly search for someone’s name or to take quick notes from a sales meeting

• For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
• Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
• Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
• I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.

Incentivized

Because there's no other tool like Kustomer

Incentivized

Realistically, Copper (or any CRM for that matter) can't be everything to every company. It's difficult for any CRM to be well-suited to fit every industry and every business model. Thankfully, Copper's ability to customize things within the platform, as well as Copper's drive for customer success/satisfaction, has led us to be very satisfied with the platform. The only reason Copper isn't a 10/10 is due some of the inevitable shortcomings that any CRM would have because it isn't something that was bespoke for our company. This is no fault of Copper's but it should be mentioned.

Incentivized

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.

Incentivized

Because Kustomer is available when you need it

Incentivized

Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Incentivized

There have been a few times when I contacted the "help desk" or "support team" and they just told me to watch a video or join a seminar to learn what I am looking to do. I would have expected someone to take a few minutes and literally walk me through the steps one by one until either I figured it out or accomplished the goal of my request.

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.

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

It was very easy to understand.

Incentivized

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

When I switched from being an employee to employer, one of my first tasks was to find a CRM that was suitable for me. Moving from Pipedrive to Copper was an easy decision. I only needed a place to store my contacts, have a great calendar, and be able to email directly from the CRM. Copper has all of that. Pipedrive had some issues and I wanted to move away from them. Copper has been great.

Incentivized

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.

Incentivized

Because customer is flexible and scalable

Incentivized

• Copper has simplified our CRM and makes it easy for the sales team to keep track of leads and opportunities.
• Copper has allowed us to save money as it is a fairly competitively priced platform.
• Copper has simplified our workflow, allowing us to work more efficiently and save time from tedious data entry.

Incentivized

• 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.

Incentivized