<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
41 Ratings

Kustomer

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
41 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 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

Brand Embassy, now part of NICE inContact CXone

Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
Milko Aritonoski | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
Brand Embassy, now part of NICE inContact CXone
Organize and prioritize service tickets
Kustomer
8.6
Brand Embassy, now part of NICE inContact CXone
Expert directory
Kustomer
8.3
Brand Embassy, now part of NICE inContact CXone
Subscription-based notifications
Kustomer
8.5
Brand Embassy, now part of NICE inContact CXone
ITSM collaboration and documentation
Kustomer
8.0
Brand Embassy, now part of NICE inContact CXone
Ticket creation and submission
Kustomer
8.7
Brand Embassy, now part of NICE inContact CXone
Ticket response
Kustomer
8.9
Brand Embassy, now part of NICE inContact CXone

Self Help Community

Kustomer
7.7
Brand Embassy, now part of NICE inContact CXone
External knowledge base
Kustomer
7.5
Brand Embassy, now part of NICE inContact CXone
Internal knowledge base
Kustomer
7.8
Brand Embassy, now part of NICE inContact CXone

Multi-Channel Help

Kustomer
8.4
Brand Embassy, now part of NICE inContact CXone
Customer portal
Kustomer
8.6
Brand Embassy, now part of NICE inContact CXone
IVR
Kustomer
8.3
Brand Embassy, now part of NICE inContact CXone
Social integration
Kustomer
7.8
Brand Embassy, now part of NICE inContact CXone
Email support
Kustomer
8.8
Brand Embassy, now part of NICE inContact CXone
Help Desk CRM integration
Kustomer
8.7
Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

  • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
  • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
  • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
Pavla Šedivá | 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

Brand Embassy, now part of NICE inContact CXone

  • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
  • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
Milica Isailovic | 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

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 7.7
Based on 5 answers
I still use the platform:- its use is customer friendly- improves and speed up customer care on SM - improves speed and quality of internal processes/communication- monitor/measure all valuable metrics
Michaela Havelková | 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

Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 8.2
Based on 1 answer
No answer on this topic is available.

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

Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 9.1
Based on 3 answers
It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
Milko Aritonoski | TrustRadius Reviewer

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

Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

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

Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
Dušan Šimonovič | TrustRadius Reviewer

Scalability

Kustomer

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

Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

  • + We can fully monitor every mention of our brand.
  • + We are able to respond faster and more accurately (thanks to customer history)
  • + As more employees can work all at once, we can solve more posts from different sources immediately.
Ondřej Ullmann | TrustRadius Reviewer

Screenshots

Kustomer

Brand Embassy, now part of NICE inContact CXone

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

Brand Embassy, now part of NICE inContact CXone

General

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

Brand Embassy, now part of NICE inContact CXone Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Brand Embassy, now part of NICE inContact CXone
7.5

Likelihood to Renew

Kustomer
7.7
Brand Embassy, now part of NICE inContact CXone
7.7

Usability

Kustomer
8.2
Brand Embassy, now part of NICE inContact CXone

Reliability and Availability

Kustomer
9.1
Brand Embassy, now part of NICE inContact CXone
8.2

Performance

Kustomer
5.9
Brand Embassy, now part of NICE inContact CXone

Support Rating

Kustomer
9.0
Brand Embassy, now part of NICE inContact CXone
9.1

In-Person Training

Kustomer
7.3
Brand Embassy, now part of NICE inContact CXone

Online Training

Kustomer
8.2
Brand Embassy, now part of NICE inContact CXone

Implementation Rating

Kustomer
7.7
Brand Embassy, now part of NICE inContact CXone

Scalability

Kustomer
9.1
Brand Embassy, now part of NICE inContact CXone

Add comparison