eStreamDesk vs. Kustomer

eStreamDesk with its self-service support creates an information-rich knowledge base that allows customers to get the crucial information they need at the moment which saves time by avoiding answering the same questions over and over again, with the option of a custom automation engine of workflow rules enables the ability to automate escalation of support tickets, email notifications and more leading to excellent and indisputable customer service.

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.

Incentivized

• Live-chat.
• Outstanding customer service from a ticket tracking service.
• Simple and very easy to use.

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

• No complaints - it does what it is expected to do at a very reasonable price.

• 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.

Incentivized

No complaints at all. Great cost. eStreamDesk does the job.

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

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

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

Incentivized

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

Incentivized

Being able to serve our customers in real-time without setbacks or limitations has always been our mission and thanks to eStreamDesk we have achieved it, a help desk service that provides wonderful tools to achieve customer satisfaction at any time, it is a solution that works perfectly providing benefits, time and expense savings, increased productivity and confidence. It is the best.

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

• eStreamDesk is a help desk service in the cloud that has given us immediate results, increasing effectiveness when offering immediate and secure service to our clients, with immediate responses and truthful information.
• A powerful solution that has had a positive impact because it is a bold, secure and flexible tool, we have increased productivity and our clients feel pleased with the service, they no longer have to waste time and they feel valued.

• 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