Joomla! vs. Kustomer

If your developers want to have some fun, Joomla offers the stability and friendliness to do custom coding. Certain marketing initiatives require us to get "cute" with the interface, and Joomla allows for that a bit easier than WordPress (and definitely easier than sites like Squarespace). The security of Joomla is also always a plus.

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I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!

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• Security. Its got many new features in the new Joomla! 4 which make the already good security even better. I like the ability to use my Yubi keys to log in with the new webauth standard, I don't think any other CMS has that built in
• W3C Accessibility Guidelines (WCAG) 2.1 (with AA compliance)
• Really good SEO that gets our sites to the top of the search engines again without the need for any extra things
• Speed, it gets a really good score (100%) in the google lighthouse on our server, can't beat that

• 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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• Because Joomla's user community is smaller than WP, it lacks as many choices from 3rd party developers, meaning it can be a little more difficult to find the right extension for what you need to accomplish
• Along the same vein, most of the best 3rd-party software for Joomla! is paid
• Simple features such as Add to Menu and Cache cleaners should be adopted as part of the Joomla! core, though they are available as extensions
• Joomla! could use a simpler and easier URL rewriting process

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• 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.

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I gave it a rating of 10 because I just love how Joomla! works, how it is set up and how it handles many users. Also it is very fast, and there is no overload on the MySQL database or servers ever.

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Because there's no other tool like Kustomer

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Joomla! 3.x is easily installed either manually or via a script provided by your host. It contains most of the tools needed to begin creating websites right from the start. Those features that it doesn't have are easily installed via links and buttons from the thousands of extensions available in the community

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.

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Because Kustomer is available when you need it

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Today's Modern Joomla performs very well and is robust and durable. The pages load faster than they ever did in the past and Modern Joomla's integration into other software or systems has become seamless. Modern Joomla sites will last long and will stay running forever.

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Because ages load quickly, reports complete in a reasonable time frame, given their complexity

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Between the core Joomla developers who are excellent at answering questions and providing support, you have a whole community of developers who work with Joomla and are happy to help fellow developers out answering questions and supporting the Joomla project. Out of the many communities I am involved in for open-source software, Joomla's community is by far the best.

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I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.

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

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It is good if you know Joomla! if not it can get a bit confusing

It was very easy to understand.

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Joomla has gone through tremendous growing pains. It is now better than ever. But before, when it was going from 1.5-2.5, the templates and plugins would break over and over again. If you don't understand what Joomla was trying to do back then, you might have a bad attitude toward it. Today, those pains are over and things don't break like they used to during that time period.

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

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We tested other platforms like WordPress, Magento and some local CMS. 
But Joomla offered us better resources for generating content.
Joomla is a CMS suitable for many types of projects, especially if you have several people editing content at the same time. 
It allows you to maintain visual standardization and offers many options for working with images. 
With its ability to control access to different articles, categories or even different components, it is a great tool, even if they are managed by different people.

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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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Because customer is flexible and scalable

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• Joomla has reduced our costs of rolling out a new website because it uses less developer time and can be rolled out by individual users as needed.
• Joomla has a lot of extensions and add-ons that make it easy to create and implement advanced solutions quickly.

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• 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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