What users are saying about
9 Ratings
54 Ratings
9 Ratings
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Score 7.8 out of 100
54 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Kustomer ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

6.4

Helpshift

64%
8.7

Kustomer

87%
Kustomer ranks higher in 6/6 features

Organize and prioritize service tickets

5.5
55%
4 Ratings
8.6
86%
15 Ratings

Expert directory

3.7
37%
4 Ratings
8.3
83%
14 Ratings

Subscription-based notifications

6.4
64%
3 Ratings
8.5
85%
13 Ratings

ITSM collaboration and documentation

4.6
46%
3 Ratings
8.0
80%
13 Ratings

Ticket creation and submission

9.1
91%
3 Ratings
9.4
94%
16 Ratings

Ticket response

9.1
91%
4 Ratings
9.5
95%
16 Ratings

Self Help Community

5.0

Helpshift

50%
7.7

Kustomer

77%
Helpshift ranks higher in 1/2 features

External knowledge base

1.0
10%
4 Ratings
7.5
75%
12 Ratings

Internal knowledge base

9.1
91%
3 Ratings
7.8
78%
12 Ratings

Multi-Channel Help

4.6

Helpshift

46%
9.0

Kustomer

90%
Kustomer ranks higher in 5/5 features

Customer portal

5.5
55%
3 Ratings
8.6
86%
11 Ratings

IVR

2.7
27%
1 Rating
8.3
83%
10 Ratings

Social integration

7.3
73%
1 Rating
9.2
92%
13 Ratings

Email support

2.8
28%
4 Ratings
9.5
95%
16 Ratings

Help Desk CRM integration

4.6
46%
2 Ratings
9.6
96%
11 Ratings

Attribute Ratings

  • Helpshift is rated higher in 1 area: Likelihood to Recommend
  • Kustomer is rated higher in 2 areas: Usability, Support Rating

Likelihood to Recommend

9.1

Helpshift

91%
4 Ratings
9.0

Kustomer

90%
37 Ratings

Likelihood to Renew

Helpshift

N/A
0 Ratings
7.9

Kustomer

79%
2 Ratings

Usability

9.0

Helpshift

90%
1 Rating
9.8

Kustomer

98%
3 Ratings

Availability

Helpshift

N/A
0 Ratings
9.1

Kustomer

91%
2 Ratings

Performance

Helpshift

N/A
0 Ratings
6.4

Kustomer

64%
2 Ratings

Support Rating

9.1

Helpshift

91%
4 Ratings
10.0

Kustomer

100%
11 Ratings

In-Person Training

Helpshift

N/A
0 Ratings
7.5

Kustomer

75%
2 Ratings

Online Training

Helpshift

N/A
0 Ratings
8.3

Kustomer

83%
2 Ratings

Implementation Rating

Helpshift

N/A
0 Ratings
7.9

Kustomer

79%
2 Ratings

Configurability

Helpshift

N/A
0 Ratings
7.9

Kustomer

79%
4 Ratings

Ease of integration

Helpshift

N/A
0 Ratings
7.2

Kustomer

72%
4 Ratings

Product Scalability

Helpshift

N/A
0 Ratings
9.1

Kustomer

91%
1 Rating

Vendor post-sale

Helpshift

N/A
0 Ratings
8.7

Kustomer

87%
4 Ratings

Vendor pre-sale

Helpshift

N/A
0 Ratings
9.1

Kustomer

91%
4 Ratings

Likelihood to Recommend

Helpshift Inc.

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.
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.
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Pros

Helpshift Inc.

  • 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.
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.
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Cons

Helpshift Inc.

  • 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.
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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.
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Pricing Details

Helpshift

Starting Price

$150 per month issue

Editions & Modules

Helpshift editions and modules pricing
EditionModules
Starter$150.001
EnterprisePlease contact Helpshift2
GrowthPlease contact Helpshift3

Footnotes

  1. per month Issue
  2. per month Issue
  3. per month Issue

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

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

Helpshift Inc.

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.
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Usability

Helpshift Inc.

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.
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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.
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Reliability and Availability

Helpshift Inc.

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.
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Performance

Helpshift Inc.

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.
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Support Rating

Helpshift Inc.

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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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.
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In-Person Training

Helpshift Inc.

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

Helpshift Inc.

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

Helpshift Inc.

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

Helpshift Inc.

Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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.
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Scalability

Helpshift Inc.

No answers on this topic

Meta Platforms Inc

Because customer is flexible and scalable
Read full review

Return on Investment

Helpshift Inc.

  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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.
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