What users are saying about
10 Ratings
53 Ratings
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.7 out of 100
53 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

Feature Set Ratings

    Security

    9.7

    Custify

    97%

    Kustomer

    Feature Set Not Supported
    N/A
    Custify ranks higher in 1/1 features

    Role-based user permissions

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    9.7

    Custify

    97%

    Kustomer

    Feature Set Not Supported
    N/A
    Custify ranks higher in 1/1 features

    API

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    9.4

    Custify

    94%

    Kustomer

    Feature Set Not Supported
    N/A
    Custify ranks higher in 2/2 features

    Product usage

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Customer Success Management

    9.6

    Custify

    96%

    Kustomer

    Feature Set Not Supported
    N/A
    Custify ranks higher in 6/6 features

    Sponsor tracking

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Customer profiles

    9.7
    97%
    10 Ratings
    N/A
    0 Ratings

    Automated workflow

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Internal collaboration

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Customer health scoring

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Customer segmentation

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    9.5

    Custify

    95%

    Kustomer

    Feature Set Not Supported
    N/A
    Custify ranks higher in 3/3 features

    Customer health trends

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Engagement analytics

    9.4
    94%
    10 Ratings
    N/A
    0 Ratings

    Dashboards

    9.1
    91%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Custify

    Feature Set Not Supported
    N/A
    8.7

    Kustomer

    87%
    Kustomer ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.6
    86%
    15 Ratings

    Expert directory

    N/A
    0 Ratings
    8.3
    83%
    14 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.5
    85%
    13 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    13 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.3
    93%
    16 Ratings

    Ticket response

    N/A
    0 Ratings
    9.4
    94%
    16 Ratings

    Self Help Community

    Custify

    Feature Set Not Supported
    N/A
    7.7

    Kustomer

    77%
    Kustomer ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.5
    75%
    12 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    12 Ratings

    Multi-Channel Help

    Custify

    Feature Set Not Supported
    N/A
    8.9

    Kustomer

    89%
    Kustomer ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    11 Ratings

    IVR

    N/A
    0 Ratings
    8.3
    83%
    10 Ratings

    Social integration

    N/A
    0 Ratings
    8.8
    88%
    13 Ratings

    Email support

    N/A
    0 Ratings
    9.3
    93%
    16 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.4
    94%
    11 Ratings

    Attribute Ratings

    • Custify is rated higher in 1 area: Likelihood to Recommend
    • Kustomer is rated higher in 1 area: Usability
    • Custify and Kustomer are tied in 1 area: Support Rating

    Likelihood to Recommend

    9.7

    Custify

    97%
    10 Ratings
    9.0

    Kustomer

    90%
    37 Ratings

    Likelihood to Renew

    Custify

    N/A
    0 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Usability

    8.0

    Custify

    80%
    1 Rating
    9.7

    Kustomer

    97%
    3 Ratings

    Availability

    Custify

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    2 Ratings

    Performance

    Custify

    N/A
    0 Ratings
    6.4

    Kustomer

    64%
    2 Ratings

    Support Rating

    10.0

    Custify

    100%
    1 Rating
    10.0

    Kustomer

    100%
    11 Ratings

    In-Person Training

    Custify

    N/A
    0 Ratings
    7.5

    Kustomer

    75%
    2 Ratings

    Online Training

    Custify

    N/A
    0 Ratings
    8.3

    Kustomer

    83%
    2 Ratings

    Implementation Rating

    Custify

    N/A
    0 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Configurability

    Custify

    N/A
    0 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Ease of integration

    Custify

    N/A
    0 Ratings
    7.1

    Kustomer

    71%
    2 Ratings

    Product Scalability

    Custify

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    1 Rating

    Vendor post-sale

    Custify

    N/A
    0 Ratings
    8.7

    Kustomer

    87%
    2 Ratings

    Vendor pre-sale

    Custify

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    2 Ratings

    Likelihood to Recommend

    Custify

    Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
    Read full review

    Meta Platforms Inc

    It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
    Read full review

    Pros

    Custify

    • As many health scores as you want per account on one screen.
    • As many lifecycles as you want per account on one screen.
    • Lots of health history information per client on one screen.
    • Very easy usage for team collaboration.
    Read full review

    Meta Platforms Inc

    • 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

    Custify

    • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
    • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
    Read full review

    Meta Platforms Inc

    • 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.
    Read full review

    Pricing Details

    Custify

    Starting Price

    Editions & Modules

    Custify editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Kustomer

      Starting Price

      $89 per month per user

      Editions & Modules

      Kustomer editions and modules pricing
      EditionModules
      Enterprise$891
      Ultimate$1392

      Footnotes

      1. per month, per user
      2. per month, per user

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      All plans require an annual subscription and 8 users minimum.

      Likelihood to Renew

      Custify

      No answers on this topic

      Meta Platforms Inc

      I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
      Read full review

      Usability

      Custify

      Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept
      Read full review

      Meta Platforms Inc

      I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
      Read full review

      Reliability and Availability

      Custify

      No answers on this topic

      Meta Platforms Inc

      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.
      Read full review

      Performance

      Custify

      No answers on this topic

      Meta Platforms Inc

      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.
      Read full review

      Support Rating

      Custify

      Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
      Read full review

      Meta Platforms Inc

      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.
      Read full review

      In-Person Training

      Custify

      No answers on this topic

      Meta Platforms Inc

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

      Online Training

      Custify

      No answers on this topic

      Meta Platforms Inc

      The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
      Read full review

      Implementation Rating

      Custify

      No answers on this topic

      Meta Platforms Inc

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

      Alternatives Considered

      Custify

      This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
      Read full review

      Meta Platforms Inc

      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.
      Read full review

      Scalability

      Custify

      No answers on this topic

      Meta Platforms Inc

      Because customer is flexible and scalable
      Read full review

      Return on Investment

      Custify

      • Positive impact on churn reduction.
      • Easy view of the customer onboarding progress.
      • Playbooks make contacting a specific group of clients very easy.
      Read full review

      Meta Platforms Inc

      • 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.
      Read full review

      Screenshots

      Add comparison