What users are saying about
10 Ratings
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Top Rated
43 Ratings
10 Ratings
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Score 9.7 out of 100

Kustomer

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Top Rated
43 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

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.
Georgiana Florea | TrustRadius Reviewer

Kustomer

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

Security

Custify
9.7
Kustomer
Role-based user permissions
Custify
9.7
Kustomer

Platform & Infrastructure

Custify
9.7
Kustomer
API
Custify
9.7
Kustomer

Customer Data Extraction / Integration

Custify
9.4
Kustomer
Product usage
Custify
9.7
Kustomer
Help desk / support tickets
Custify
9.1
Kustomer

Customer Success Management

Custify
9.7
Kustomer
Sponsor tracking
Custify
9.1
Kustomer
Customer profiles
Custify
9.7
Kustomer
Automated workflow
Custify
9.2
Kustomer
Internal collaboration
Custify
10.0
Kustomer
Customer health scoring
Custify
10.0
Kustomer
Customer segmentation
Custify
10.0
Kustomer

CSM Reporting & Analytics

Custify
9.5
Kustomer
Customer health trends
Custify
10.0
Kustomer
Engagement analytics
Custify
9.5
Kustomer
Dashboards
Custify
9.1
Kustomer

Incident and problem management

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

Self Help Community

Custify
Kustomer
7.7
External knowledge base
Custify
Kustomer
7.5
Internal knowledge base
Custify
Kustomer
7.8

Multi-Channel Help

Custify
Kustomer
8.4
Customer portal
Custify
Kustomer
8.6
IVR
Custify
Kustomer
8.3
Social integration
Custify
Kustomer
7.8
Email support
Custify
Kustomer
8.8
Help Desk CRM integration
Custify
Kustomer
8.7

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.
Anonymous | TrustRadius Reviewer

Kustomer

  • 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

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.
Anonymous | TrustRadius Reviewer

Kustomer

  • 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

Custify

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 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

Custify

Custify 8.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Kustomer

Kustomer 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

Custify

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 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

Custify

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 6.0
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

Custify

Custify 10.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

Kustomer

Kustomer 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

Custify

No score
No answers yet
No answers on this topic

Kustomer

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

Online Training

Custify

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 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

Custify

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 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

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.
Maria-Mirabela Ganta | TrustRadius Reviewer

Kustomer

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

Custify

No score
No answers yet
No answers on this topic

Kustomer

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

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.
Nemanja Klajic | TrustRadius Reviewer

Kustomer

  • 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

Screenshots

Pricing Details

Custify

General

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

Custify Editions & Modules

Additional Pricing Details

Kustomer

General

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

Kustomer Editions & Modules

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

Rating Summary

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