Kintone vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kintone
Score 9.2 out of 10
N/A
Kintone is a customizable digital workplace platform that lets the user manage data, tasks, and communication in one central place. Over 30,000 customers use Kintone’s no-code platform with more than 1.5 million database and workflow applications custom built for their businesses. The no-code drag-and-drop interface can be used to create custom database applications. Whether it’s sales leads, customer quotes, or inventory management, it can be organized in Kintone and viewed from the…
$24
per month per user
Kustomer
Score 8.4 out of 10
N/A
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
$89
per month per user
Pricing
KintoneKustomer
Editions & Modules
Professional Subscription
$24
per month per user
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
KintoneKustomer
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsAll subscriptions have a minimum requirement of 5 users.All plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
KintoneKustomer
Low-Code Development
Comparison of Low-Code Development features of Product A and Product B
Kintone
9.4
43 Ratings
11% above category average
Kustomer
-
Ratings
Platform Security9.534 Ratings00 Ratings
Platform User Management9.640 Ratings00 Ratings
Reusability9.538 Ratings00 Ratings
Platform Scalability9.640 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kintone
-
Ratings
Kustomer
8.2
15 Ratings
2% above category average
Organize and prioritize service tickets00 Ratings8.214 Ratings
Expert directory00 Ratings8.212 Ratings
Subscription-based notifications00 Ratings8.611 Ratings
ITSM collaboration and documentation00 Ratings8.011 Ratings
Ticket creation and submission00 Ratings8.015 Ratings
Ticket response00 Ratings8.215 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kintone
-
Ratings
Kustomer
8.3
13 Ratings
5% above category average
External knowledge base00 Ratings8.013 Ratings
Internal knowledge base00 Ratings8.513 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kintone
-
Ratings
Kustomer
8.2
15 Ratings
4% above category average
Customer portal00 Ratings8.710 Ratings
IVR00 Ratings8.69 Ratings
Social integration00 Ratings7.313 Ratings
Email support00 Ratings9.815 Ratings
Help Desk CRM integration00 Ratings6.611 Ratings
Best Alternatives
KintoneKustomer
Small Businesses
Stackby
Stackby
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Quixy
Quixy
Score 9.9 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Creatio
Creatio
Score 9.1 out of 10
Front
Front
Score 8.8 out of 10
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User Ratings
KintoneKustomer
Likelihood to Recommend
9.0
(48 ratings)
9.0
(36 ratings)
Likelihood to Renew
8.3
(5 ratings)
9.1
(1 ratings)
Usability
7.8
(5 ratings)
9.7
(4 ratings)
Availability
10.0
(1 ratings)
9.1
(1 ratings)
Performance
9.0
(1 ratings)
9.1
(1 ratings)
Support Rating
9.4
(46 ratings)
9.5
(7 ratings)
In-Person Training
-
(0 ratings)
9.1
(1 ratings)
Online Training
-
(0 ratings)
9.1
(1 ratings)
Implementation Rating
6.8
(4 ratings)
9.1
(1 ratings)
Configurability
9.6
(42 ratings)
9.1
(1 ratings)
Contract Terms and Pricing Model
1.0
(1 ratings)
-
(0 ratings)
Ease of integration
5.0
(1 ratings)
9.1
(1 ratings)
Product Scalability
7.0
(1 ratings)
9.1
(1 ratings)
Professional Services
3.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
2.0
(1 ratings)
9.1
(1 ratings)
User Testimonials
KintoneKustomer
Likelihood to Recommend
Kintone
Kintone is great if you want a software that will help you in managing your data, and keep track of which tasks are assigned to whom. It also helps to streamline communication and information in one central place. However, it is not for you if you are looking for something complex that has to manage a lot of data.
Read full review
Kustomer, LLC
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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Pros
Kintone
  • Flexibility. You can build apps (without coding) to serve a wide range of processes and projects.
  • Ease of use. The interface is intuitive.
  • Training. There are resources readily available to train new users. Even starting from scratch, I felt like I was up to speed in just a few hours.
Read full review
Kustomer, LLC
  • 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
Kintone
  • I feel that Kintone is not well enough known yet. This means that other apps/APIs are not necessarily easy to connect with Kintone. Yes, you can use Zapier though for interfacing with other apps.
  • It would be great if it could give more customized options to change the look and format of certain things. You can make price quote apps, for example, but have to rely on 3rd party apps or programming skills to customize the look and fields.
  • If you make a table as an input field, it cannot connect to other internal Kintone apps for lookups and such.
  • I think there is more potential to make more customized data graphs.
Read full review
Kustomer, LLC
  • 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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Likelihood to Renew
Kintone
I still think that there's a room for Kintone's future, and high expectations for them in additional features and innovative tools and supports. Truly hope that they will support email features, and standardized supports for various plug-ins with the 3rd party software and apps. In the meantime, we will have to consider our ways of doing our work in all aspects
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Kustomer, LLC
Because there's no other tool like Kustomer
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Usability
Kintone
Kintone is agile app and most of the time we can easily come up with new apps. However, there should be more feature-based drag and drop and or a visual-based usability, as we all want to minimize the number of clicks and dropdown menu selections as much as possible. Thanks.
Read full review
Kustomer, LLC
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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Reliability and Availability
Kintone
Never had an issue with this.
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Kustomer, LLC
Because Kustomer is available when you need it
Read full review
Performance
Kintone
No issues.
Read full review
Kustomer, LLC
Because ages load quickly, reports complete in a reasonable time frame, given their complexity
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Support Rating
Kintone
I have had very specific questions about different aspects of the software, and I have always been able to get a hold of someone who could help. If my sales rep didn’t know the answer, he would get me in touch with someone who did know the answer. The whole team is very ready to help. It definitely feels like they view my success as their success, which is so important with this type of software.
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Kustomer, LLC
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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In-Person Training
Kintone
No answers on this topic
Kustomer, LLC
Because they are very hands-on in training us and very approachable
Read full review
Online Training
Kintone
No answers on this topic
Kustomer, LLC
It was very easy to understand.
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Implementation Rating
Kintone
Everyone has their own tastes of things and way they want to work. Asking them to adapt to the changes with the new tools or apps is always difficult. We would want to start with a very small but best example within the organization, which in our case was that the employees will not be bothered by the bosses by being asked to find the documents, status of the progresses, or major things/requests/projects.
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Kustomer, LLC
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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Alternatives Considered
Kintone
Kintone is the easiest product to create from and the cost is the lowest I believe. In addition, reconfigurability and extendability are great. If you look for a low code tool, you can try Kintone. But as same as another low code tool, don't expect too much.
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Kustomer, LLC
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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Contract Terms and Pricing Model
Kintone
Should be multiple pricing packages.
Read full review
Kustomer, LLC
No answers on this topic
Scalability
Kintone
I could see this work for all departments if implemented correctly.
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Kustomer, LLC
Because customer is flexible and scalable
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Professional Services
Kintone
Needed improvement at the time.
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Kustomer, LLC
No answers on this topic
Return on Investment
Kintone
  • It has helped us reduce the amount of people we need to track our inventory. We’ve saved time and money using less people.
  • We are able to see our data much better now and have a spot that we can all look at the database on the go.
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Kustomer, LLC
  • 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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ScreenShots

Kintone Screenshots

Screenshot of a view of apps from the portalScreenshot of 4 ways to build an appScreenshot of mobile accessScreenshot of the drag and drop interfaceScreenshot of business app views

Kustomer Screenshots

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.