What users are saying about
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Top Rated
26 Ratings
2 Ratings
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Score 8 out of 100

Kustomer

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Top Rated
26 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

DeskRoll Remote Desktop

DeskRoll Remote Desktop is well suited for consultant and remote support. It's less appropriate for clients worried about security and anytime remote access.
Matt Karcher | TrustRadius Reviewer

Kustomer

Kustomer works well for scenarios when clients don't remember what they've ordered in the past, and you are able to tell them whether the order was made in-store or online. Representatives are able to visualize how many times a customer has reached out regarding the same inquiry since it is all kept under the customer profile.
Noelis Ciriaco | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

DeskRoll Remote Desktop
8.2
Kustomer
Screen sharing
DeskRoll Remote Desktop
9.0
Kustomer
File transfer
DeskRoll Remote Desktop
8.0
Kustomer
Instant message
DeskRoll Remote Desktop
7.0
Kustomer
Over-the-Internet remote session
DeskRoll Remote Desktop
9.0
Kustomer
Initiate remote control from mobile
DeskRoll Remote Desktop
8.0
Kustomer
Multi-platform remote control
DeskRoll Remote Desktop
8.0
Kustomer

Pros

DeskRoll Remote Desktop

  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | TrustRadius Reviewer

Kustomer

  • Providing the full customer profile picture. It helps us quickly assist customers when we can easily view their entire timeline of interactions with Customer Care.
  • Kustomer is attentive to feature requests and seeks to release useful updates to the platform based on our needs.
Anonymous | TrustRadius Reviewer

Cons

DeskRoll Remote Desktop

  • DeskRoll has really done a great job with this software and I don't see any need for improvement
Matt Karcher | TrustRadius Reviewer

Kustomer

  • 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.
Charlotte Reiter | TrustRadius Reviewer

Support Rating

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 9.0
Based on 5 answers
It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.
Rachel Blankenship | TrustRadius Reviewer

Alternatives Considered

DeskRoll Remote Desktop

Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | 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

Return on Investment

DeskRoll Remote Desktop

  • Positive: Cost of software versus other vendors
  • Positive: Instant access to clients makes them very happy
  • Positive: Cost of gas and labor reduced
  • Negative: Less time spent at client locations
Matt Karcher | TrustRadius Reviewer

Kustomer

  • When Kustomer replaced our existing system, we had a CSAT below 70%. And since implementing it, we've consistently achieved above 95%.
  • We used to get customers complaining to us all the time that we took a long time to answer them, however now in our feedback, we consistently see comments about how fast and efficient our support team is.
Gary McGrath | TrustRadius Reviewer

Screenshots

Pricing Details

DeskRoll Remote Desktop

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$29.95*

* per seat

DeskRoll Remote Desktop Editions & Modules

Edition
DeskRoll - 1 Month29.951
DeskRoll - 1 Year299.51
  1. per seat
Additional Pricing Details
With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

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

Likelihood to Recommend

DeskRoll Remote Desktop
8.0
Kustomer
7.9

Support Rating

DeskRoll Remote Desktop
Kustomer
9.0

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