What users are saying about
5 Ratings
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Top Rated
42 Ratings
5 Ratings
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Score 9 out of 100

Kustomer

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Top Rated
42 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Helpshift

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Anonymous | 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

Incident and problem management

Helpshift
9.6
Kustomer
8.5
Organize and prioritize service tickets
Helpshift
9.2
Kustomer
8.6
Expert directory
Helpshift
8.4
Kustomer
8.3
Subscription-based notifications
Helpshift
10.0
Kustomer
8.5
ITSM collaboration and documentation
Helpshift
10.0
Kustomer
8.0
Ticket creation and submission
Helpshift
10.0
Kustomer
8.7
Ticket response
Helpshift
10.0
Kustomer
8.9

Self Help Community

Helpshift
8.7
Kustomer
7.7
External knowledge base
Helpshift
8.4
Kustomer
7.5
Internal knowledge base
Helpshift
9.0
Kustomer
7.8

Multi-Channel Help

Helpshift
9.7
Kustomer
8.4
Customer portal
Helpshift
10.0
Kustomer
8.6
Email support
Helpshift
9.2
Kustomer
8.8
Help Desk CRM integration
Helpshift
10.0
Kustomer
8.7
IVR
Helpshift
Kustomer
8.3
Social integration
Helpshift
Kustomer
7.8

Pros

Helpshift

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
Angel Brockbank | 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

Helpshift

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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

Helpshift

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

Helpshift

Helpshift 9.0
Based on 1 answer
Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
Angel Brockbank | 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

Helpshift

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

Helpshift

No score
No answers yet
No answers on this topic

Kustomer

Kustomer 5.9
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

Helpshift

Helpshift 9.1
Based on 3 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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

Helpshift

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

Helpshift

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

Helpshift

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

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
Anonymous | 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

Helpshift

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

Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.
Anonymous | 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

Pricing Details

Helpshift

General

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

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
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

Likelihood to Recommend

Helpshift
9.0
Kustomer
7.7

Likelihood to Renew

Helpshift
Kustomer
7.7

Usability

Helpshift
9.0
Kustomer
8.2

Reliability and Availability

Helpshift
Kustomer
9.1

Performance

Helpshift
Kustomer
5.9

Support Rating

Helpshift
9.1
Kustomer
9.0

In-Person Training

Helpshift
Kustomer
7.3

Online Training

Helpshift
Kustomer
8.2

Implementation Rating

Helpshift
Kustomer
7.7

Scalability

Helpshift
Kustomer
9.1

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