What users are saying about
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Top Rated
41 Ratings
18 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
18 Ratings
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Score 6.9 out of 100

Likelihood to Recommend

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

Magnolia V5+

Magnolia CMS is a great product to develop enterprise websites, extranets and intranets. At the moment, the community is growing day by day but so far not many extensions are available. Magnolia is an enterprise CMS, the initial learning curve takes time, to learn all its functionalities and how to customize it is necessary to know Java. When one wants to develop just a simple website without complexity which doesn’t need any specific features such as workflow, versioning, environment separation between staging and public, etc. it is preferable to choose another CMS.
Maurizio Müller | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
Magnolia V5+
Organize and prioritize service tickets
Kustomer
8.6
Magnolia V5+
Expert directory
Kustomer
8.3
Magnolia V5+
Subscription-based notifications
Kustomer
8.5
Magnolia V5+
ITSM collaboration and documentation
Kustomer
8.0
Magnolia V5+
Ticket creation and submission
Kustomer
8.7
Magnolia V5+
Ticket response
Kustomer
8.9
Magnolia V5+

Self Help Community

Kustomer
7.7
Magnolia V5+
External knowledge base
Kustomer
7.5
Magnolia V5+
Internal knowledge base
Kustomer
7.8
Magnolia V5+

Multi-Channel Help

Kustomer
8.4
Magnolia V5+
Customer portal
Kustomer
8.6
Magnolia V5+
IVR
Kustomer
8.3
Magnolia V5+
Social integration
Kustomer
7.8
Magnolia V5+
Email support
Kustomer
8.8
Magnolia V5+
Help Desk CRM integration
Kustomer
8.7
Magnolia V5+

Security

Kustomer
Magnolia V5+
7.0
Role-based user permissions
Kustomer
Magnolia V5+
7.0

Platform & Infrastructure

Kustomer
Magnolia V5+
7.0
API
Kustomer
Magnolia V5+
7.0
Internationalization / multi-language
Kustomer
Magnolia V5+
7.0

Web Content Creation

Kustomer
Magnolia V5+
6.9
WYSIWYG editor
Kustomer
Magnolia V5+
6.0
Code quality / cleanliness
Kustomer
Magnolia V5+
6.0
Admin section
Kustomer
Magnolia V5+
7.0
Page templates
Kustomer
Magnolia V5+
7.0
Library of website themes
Kustomer
Magnolia V5+
7.0
Publishing workflow
Kustomer
Magnolia V5+
7.0
Form generator
Kustomer
Magnolia V5+
8.0

Web Content Management

Kustomer
Magnolia V5+
6.6
Content taxonomy
Kustomer
Magnolia V5+
6.0
SEO support
Kustomer
Magnolia V5+
7.0
Bulk management
Kustomer
Magnolia V5+
7.0
Availability / breadth of extensions
Kustomer
Magnolia V5+
7.0
Community / comment management
Kustomer
Magnolia V5+
6.0

Pros

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

Magnolia V5+

  • Easy to use for end users
  • You can use both jsp and ftl
  • It lets you easily develop a site for both mobile and desktop (V5 only)
  • Nice templating mechanism
Davide Dispenza | TrustRadius Reviewer

Cons

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

Magnolia V5+

  • Publishing
  • Content Management
  • Subscribe
Anonymous | TrustRadius Reviewer

Likelihood to Renew

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

Magnolia V5+

Magnolia V5+ 9.5
Based on 3 answers
I am unable to rate this.
Anonymous | TrustRadius Reviewer

Usability

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

Magnolia V5+

No score
No answers yet
No answers on this topic

Reliability and Availability

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

Magnolia V5+

No score
No answers yet
No answers on this topic

Performance

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

Magnolia V5+

No score
No answers yet
No answers on this topic

Support Rating

Kustomer

Kustomer 9.0
Based on 5 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

Magnolia V5+

No score
No answers yet
No answers on this topic

In-Person Training

Kustomer

Kustomer 7.3
Based on 2 answers
Because they are very hands-on in training us and very approachable
Anonymous | TrustRadius Reviewer

Magnolia V5+

No score
No answers yet
No answers on this topic

Online Training

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

Magnolia V5+

Magnolia V5+ 8.2
Based on 1 answer
No answer on this topic is available.

Implementation Rating

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

Magnolia V5+

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Magnolia V5+

The web features of Magnolia are better.
Andrea Castelli | TrustRadius Reviewer

Scalability

Kustomer

Kustomer 9.1
Based on 1 answer
Because customer is flexible and scalable
Anonymous | TrustRadius Reviewer

Magnolia V5+

No score
No answers yet
No answers on this topic

Return on Investment

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

Magnolia V5+

  • The biggest business for Tinext is digital marketing. Our team - which includes Sales accounts, Project managers, information architects, software engineers, designers, system engineers, etc. - use Magnolia CMS every day. Having a team focused on a product only is very efficient and allows us to offer a good service and advice to customers.
  • Our customers have very high expectations and need a lot of integration: the flexibility of Magnolia allows us to satisfy every request.
Maurizio Müller | TrustRadius Reviewer

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

Magnolia V5+

General

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

Magnolia V5+ Editions & Modules

Edition
Magnolia Community Edition$0
Magnolia Enterprise Edition Standard-2
Magnolia Enterprise Edition Pro-2
  1. per instance
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Magnolia V5+
7.0

Likelihood to Renew

Kustomer
7.7
Magnolia V5+
9.5

Usability

Kustomer
8.2
Magnolia V5+

Reliability and Availability

Kustomer
9.1
Magnolia V5+

Performance

Kustomer
5.9
Magnolia V5+

Support Rating

Kustomer
9.0
Magnolia V5+

In-Person Training

Kustomer
7.3
Magnolia V5+

Online Training

Kustomer
8.2
Magnolia V5+
8.2

Implementation Rating

Kustomer
7.7
Magnolia V5+

Scalability

Kustomer
9.1
Magnolia V5+

Add comparison