Kustomer vs. ProProfs Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kustomer
Score 8.3 out of 10
N/A
Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer aims to make resolution faster and easier for everyone.
$89
per month per user
ProProfs Help Desk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution. The vendor says key benefits and capabilities include: Timely resolution of customer queries: Customers feel delighted with timely responses. ProProfs help desk ticketing system allows…
$49
3 Users
Pricing
KustomerProProfs Help Desk
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
TEAM
$ 49 per month
3 Users
BUSINESS
$ 89 per month
5 Users
ENTERPRISE
$ 499 per month
Unlimited Users
Offerings
Pricing Offerings
KustomerProProfs Help Desk
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
More Pricing Information
Features
KustomerProProfs Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.8
16 Ratings
ProProfs Help Desk
8.2
1 Ratings
Organize and prioritize service tickets8.615 Ratings8.21 Ratings
Expert directory8.314 Ratings00 Ratings
Subscription-based notifications8.513 Ratings00 Ratings
ITSM collaboration and documentation8.013 Ratings7.31 Ratings
Ticket creation and submission9.616 Ratings9.11 Ratings
Ticket response9.716 Ratings8.21 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kustomer
7.7
12 Ratings
ProProfs Help Desk
8.2
1 Ratings
External knowledge base7.512 Ratings00 Ratings
Internal knowledge base7.812 Ratings8.21 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kustomer
9.1
16 Ratings
ProProfs Help Desk
7.7
1 Ratings
Customer portal8.611 Ratings00 Ratings
IVR8.310 Ratings00 Ratings
Social integration9.413 Ratings00 Ratings
Email support9.616 Ratings8.21 Ratings
Help Desk CRM integration9.711 Ratings7.31 Ratings
User Ratings
KustomerProProfs Help Desk
Likelihood to Recommend
9.0
(37 ratings)
6.4
(1 ratings)
Likelihood to Renew
7.9
(2 ratings)
-
(0 ratings)
Usability
9.9
(3 ratings)
-
(0 ratings)
Availability
9.1
(2 ratings)
-
(0 ratings)
Performance
6.4
(2 ratings)
-
(0 ratings)
Support Rating
10.0
(11 ratings)
7.3
(2 ratings)
In-Person Training
7.6
(2 ratings)
-
(0 ratings)
Online Training
8.3
(2 ratings)
-
(0 ratings)
Implementation Rating
7.9
(2 ratings)
-
(0 ratings)
Configurability
7.9
(4 ratings)
-
(0 ratings)
Ease of integration
7.2
(4 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.7
(4 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(4 ratings)
-
(0 ratings)
User Testimonials
KustomerProProfs Help Desk
Likelihood to Recommend
Meta Platforms Inc
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
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ProProfs
As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
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Pros
Meta Platforms Inc
  • 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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ProProfs
  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
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Cons
Meta Platforms Inc
  • 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.
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ProProfs
  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
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Likelihood to Renew
Meta Platforms Inc
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
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ProProfs
No answers on this topic
Usability
Meta Platforms Inc
I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
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ProProfs
No answers on this topic
Reliability and Availability
Meta Platforms Inc
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.
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ProProfs
No answers on this topic
Performance
Meta Platforms Inc
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.
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ProProfs
No answers on this topic
Support Rating
Meta Platforms Inc
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.
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ProProfs
No answers on this topic
In-Person Training
Meta Platforms Inc
Because they are very hands-on in training us and very approachable
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ProProfs
No answers on this topic
Online Training
Meta Platforms Inc
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
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ProProfs
No answers on this topic
Implementation Rating
Meta Platforms Inc
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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ProProfs
No answers on this topic
Alternatives Considered
Meta Platforms Inc
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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ProProfs
I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
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Scalability
Meta Platforms Inc
Because customer is flexible and scalable
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ProProfs
No answers on this topic
Return on Investment
Meta Platforms Inc
  • 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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ProProfs
  • High customer retention.
  • Optimized average response time.
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