What users are saying about
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Top Rated
40 Ratings
2 Ratings

Kustomer

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Top Rated
40 Ratings
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Score 7.9 out of 100
2 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Kustomer

Kustomer is amazing to use if you are a big company. It's an easy way to manage the workflow between teams. Also, it's a great tool to use when communicating with customers as well. Kustomer is user friendly without too many difficulties--a pretty easy to learn the system. It provides great organization of all requests and a great pipeline for cross-team communication.
Hailey Miller | TrustRadius Reviewer

MaritzCX

I think MaritzCX was a great option for internal and external surveys. I used it for feedback from clients who attended events. It gave me a clean report to show executive leadership about anything from venue, parking, food, and entertainment. It worked for event registration to save money using only one software. I used it for clients to sign up for events. Less of a clean report but works.
Kate Burk | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
MaritzCX
Organize and prioritize service tickets
Kustomer
8.6
MaritzCX
Expert directory
Kustomer
8.3
MaritzCX
Subscription-based notifications
Kustomer
8.4
MaritzCX
ITSM collaboration and documentation
Kustomer
7.9
MaritzCX
Ticket creation and submission
Kustomer
8.7
MaritzCX
Ticket response
Kustomer
8.9
MaritzCX

Self Help Community

Kustomer
7.5
MaritzCX
External knowledge base
Kustomer
7.4
MaritzCX
Internal knowledge base
Kustomer
7.7
MaritzCX

Multi-Channel Help

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

Survey Format & Appearance

Kustomer
MaritzCX
6.0
Survey templates
Kustomer
MaritzCX
7.0
Themes
Kustomer
MaritzCX
6.0
Custom logo/branding
Kustomer
MaritzCX
5.0

Survey Content

Kustomer
MaritzCX
8.0
Changes to live survey
Kustomer
MaritzCX
6.0
Question design help
Kustomer
MaritzCX
9.0
Multiple question types
Kustomer
MaritzCX
9.0

Survey Logic

Kustomer
MaritzCX
7.0
Survey logic flexibility
Kustomer
MaritzCX
7.0

Survey Reporting & Analytics

Kustomer
MaritzCX
6.8
Response tracking
Kustomer
MaritzCX
8.0
Data export
Kustomer
MaritzCX
5.0
Standard reports
Kustomer
MaritzCX
8.0
Custom reports
Kustomer
MaritzCX
5.0
Analytics
Kustomer
MaritzCX
8.0

Survey Administration & Security

Kustomer
MaritzCX
7.0
Access controls
Kustomer
MaritzCX
5.0
Compliance
Kustomer
MaritzCX
9.0

Survey Distribution

Kustomer
MaritzCX
5.0
Respondent restrictions
Kustomer
MaritzCX
5.0

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

MaritzCX

  • Easy to use format (not HTML coding knowledge required)
  • Detailed reports
  • Ability to save and re-use same themes and surveys
Kate Burk | TrustRadius Reviewer

Cons

Kustomer

  • 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.
Charlotte Reiter | TrustRadius Reviewer

MaritzCX

  • Ability to customize look of survey limited
  • Some reports in CSV were a mess to fix up
  • Support seemed limited
Kate Burk | TrustRadius Reviewer

Likelihood to Renew

Kustomer

Kustomer 6.4
Based on 1 answer
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Anonymous | TrustRadius Reviewer

MaritzCX

No score
No answers yet
No answers on this topic

Usability

Kustomer

Kustomer 7.3
Based on 1 answer
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

MaritzCX

No score
No answers yet
No answers on this topic

Reliability and Availability

Kustomer

Kustomer 9.1
Based on 1 answer
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

MaritzCX

No score
No answers yet
No answers on this topic

Performance

Kustomer

Kustomer 2.7
Based on 1 answer
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

MaritzCX

No score
No answers yet
No answers on this topic

Support Rating

Kustomer

Kustomer 9.0
Based on 5 answers
It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.
Rachel Blankenship | TrustRadius Reviewer

MaritzCX

No score
No answers yet
No answers on this topic

In-Person Training

Kustomer

Kustomer 5.5
Based on 1 answer
No one has helped me or trained me in person.
Anonymous | TrustRadius Reviewer

MaritzCX

No score
No answers yet
No answers on this topic

Online Training

Kustomer

Kustomer 7.3
Based on 1 answer
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

MaritzCX

No score
No answers yet
No answers on this topic

Implementation Rating

Kustomer

Kustomer 6.4
Based on 1 answer
I would say I am very satisfied with the use and the main keys regarding the implementation of Kustomer
Anonymous | TrustRadius Reviewer

MaritzCX

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

MaritzCX

MaritzCX was actually to only survey software I have used. No comparison to describe in this section
Kate Burk | TrustRadius Reviewer

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

MaritzCX

  • Saved our department from needing to purchase additional event software
  • I was not responsible for actual purchase of MaritzCX
Kate Burk | 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

MaritzCX

General

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

MaritzCX Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
MaritzCX
8.0

Likelihood to Renew

Kustomer
6.4
MaritzCX

Usability

Kustomer
7.3
MaritzCX

Reliability and Availability

Kustomer
9.1
MaritzCX

Performance

Kustomer
2.7
MaritzCX

Support Rating

Kustomer
9.0
MaritzCX

In-Person Training

Kustomer
5.5
MaritzCX

Online Training

Kustomer
7.3
MaritzCX

Implementation Rating

Kustomer
6.4
MaritzCX

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