What users are saying about
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Top Rated
41 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
12 Ratings
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Score 8.7 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

Microsoft Parature (Discontinued)

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Rusty Wilson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
Microsoft Parature (Discontinued)
Organize and prioritize service tickets
Kustomer
8.6
Microsoft Parature (Discontinued)
Expert directory
Kustomer
8.3
Microsoft Parature (Discontinued)
Subscription-based notifications
Kustomer
8.5
Microsoft Parature (Discontinued)
ITSM collaboration and documentation
Kustomer
8.0
Microsoft Parature (Discontinued)
Ticket creation and submission
Kustomer
8.7
Microsoft Parature (Discontinued)
Ticket response
Kustomer
8.9
Microsoft Parature (Discontinued)

Self Help Community

Kustomer
7.7
Microsoft Parature (Discontinued)
External knowledge base
Kustomer
7.5
Microsoft Parature (Discontinued)
Internal knowledge base
Kustomer
7.8
Microsoft Parature (Discontinued)

Multi-Channel Help

Kustomer
8.4
Microsoft Parature (Discontinued)
Customer portal
Kustomer
8.6
Microsoft Parature (Discontinued)
IVR
Kustomer
8.3
Microsoft Parature (Discontinued)
Social integration
Kustomer
7.8
Microsoft Parature (Discontinued)
Email support
Kustomer
8.8
Microsoft Parature (Discontinued)
Help Desk CRM integration
Kustomer
8.7
Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Brendon Newell | 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

Microsoft Parature (Discontinued)

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
Anonymous | 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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 6.1
Based on 10 answers
Parature has been the best option for this campus in terms of what we use it for and there is no alternative
Carrie Canty | TrustRadius Reviewer

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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
Anonymous | TrustRadius Reviewer

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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 7.5
Based on 2 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Rusty Wilson | TrustRadius Reviewer

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

Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 1.0
Based on 1 answer
Nothing ever seemed to get resolved
Anonymous | TrustRadius Reviewer

In-Person Training

Kustomer

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

Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

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

Microsoft Parature (Discontinued)

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
Anonymous | 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

Microsoft Parature (Discontinued)

  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Jamaal Johnson | 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

Microsoft Parature (Discontinued)

General

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

Microsoft Parature (Discontinued) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Microsoft Parature (Discontinued)
6.7

Likelihood to Renew

Kustomer
6.4
Microsoft Parature (Discontinued)
6.1

Usability

Kustomer
7.3
Microsoft Parature (Discontinued)
2.0

Reliability and Availability

Kustomer
9.1
Microsoft Parature (Discontinued)
7.5

Performance

Kustomer
2.7
Microsoft Parature (Discontinued)

Support Rating

Kustomer
9.0
Microsoft Parature (Discontinued)
1.0

In-Person Training

Kustomer
5.5
Microsoft Parature (Discontinued)

Online Training

Kustomer
7.3
Microsoft Parature (Discontinued)

Implementation Rating

Kustomer
6.4
Microsoft Parature (Discontinued)

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