Kustomer vs. Qualtrics CoreXM

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
Qualtrics
Score 8.3 out of 10
N/A
Qualtrics produces three Web-based products: Research Suite, which helps companies and schools conduct their own custom-made surveys and data analysis; Site Intercept, which allows websites to get feedback from visitors; and 360, a tool to help human resource operations assess employee performance.
$1,500
per user/per year
Pricing
KustomerQualtrics CoreXM
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Research Core 1
1,500
per user/per year
Offerings
Pricing Offerings
KustomerQualtrics
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
More Pricing Information
Features
KustomerQualtrics CoreXM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.8
16 Ratings
Qualtrics CoreXM
-
Ratings
Organize and prioritize service tickets8.615 Ratings00 Ratings
Expert directory8.314 Ratings00 Ratings
Subscription-based notifications8.513 Ratings00 Ratings
ITSM collaboration and documentation8.013 Ratings00 Ratings
Ticket creation and submission9.616 Ratings00 Ratings
Ticket response9.716 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kustomer
7.7
12 Ratings
Qualtrics CoreXM
-
Ratings
External knowledge base7.512 Ratings00 Ratings
Internal knowledge base7.812 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kustomer
9.1
16 Ratings
Qualtrics CoreXM
-
Ratings
Customer portal8.611 Ratings00 Ratings
IVR8.310 Ratings00 Ratings
Social integration9.413 Ratings00 Ratings
Email support9.616 Ratings00 Ratings
Help Desk CRM integration9.711 Ratings00 Ratings
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
Kustomer
-
Ratings
Qualtrics CoreXM
8.4
120 Ratings
Survey templates00 Ratings8.6105 Ratings
Themes00 Ratings8.3108 Ratings
Custom logo/branding00 Ratings8.2106 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
Kustomer
-
Ratings
Qualtrics CoreXM
8.9
124 Ratings
Changes to live survey00 Ratings9.4108 Ratings
Question design help00 Ratings8.4114 Ratings
Multiple question types00 Ratings9.1124 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
Kustomer
-
Ratings
Qualtrics CoreXM
7.7
124 Ratings
Survey logic flexibility00 Ratings7.7124 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
Kustomer
-
Ratings
Qualtrics CoreXM
8.4
124 Ratings
Response tracking00 Ratings8.6121 Ratings
Data export00 Ratings8.6121 Ratings
Standard reports00 Ratings8.5115 Ratings
Custom reports00 Ratings8.0104 Ratings
Analytics00 Ratings8.3109 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
Kustomer
-
Ratings
Qualtrics CoreXM
9.0
106 Ratings
Access controls00 Ratings8.8106 Ratings
Compliance00 Ratings9.193 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
Kustomer
-
Ratings
Qualtrics CoreXM
8.4
86 Ratings
Vendor-offered crowdsourcing00 Ratings8.154 Ratings
Respondent restrictions00 Ratings8.783 Ratings
User Ratings
KustomerQualtrics CoreXM
Likelihood to Recommend
9.0
(37 ratings)
7.1
(168 ratings)
Likelihood to Renew
7.9
(2 ratings)
9.4
(41 ratings)
Usability
9.9
(3 ratings)
8.7
(19 ratings)
Availability
9.1
(2 ratings)
9.0
(2 ratings)
Performance
6.4
(2 ratings)
5.5
(2 ratings)
Support Rating
10.0
(11 ratings)
6.5
(31 ratings)
In-Person Training
7.6
(2 ratings)
-
(0 ratings)
Online Training
8.3
(2 ratings)
8.0
(2 ratings)
Implementation Rating
7.9
(2 ratings)
9.0
(2 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
KustomerQualtrics CoreXM
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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Qualtrics
Qualtrics is a good medium for creating surveys and getting analytics back for it. I think it's easy to learn if you are in the business of creating surveys or if it's part of your studies. It can be a little overwhelming for a brand new user who has never created a survey for the first time. So onboarding could be better.
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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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Qualtrics
  • Qualtrics CoreXM is easy to use for quick one-time surveys or for measuring opinions over time
  • It's great for sending/managing RSVPs for meetings or other gatherings or to collect important data like Conflict of Interest declarations.
  • Qualtrics CoreXM's reporting and crosstab functionality is beefy and gets better all of the time. I'm always amazed at how easy it is to generate reports for sharing my survey response data and research.
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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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Qualtrics
  • The collaborate feature can be clunky and sometimes we have to remove access and add a person back in for them to see the survey in their lists
  • We have a contract through our university and more than one person has created their account in the wrong place, causing some administrative headaches as that is fixed so that we can collaborate on surveys with them.
  • I wish it was easier to organize my surveys into folders, there should be a more efficient way to do that.
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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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Qualtrics
I was impressed a couple years ago when two heads of market research at Fortune 500 companies told me about them, and I've been even more impressed with the advancements I've seen in the last year. I like where the company is headed, and I look forward to using them again in a future role.
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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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Qualtrics
All the menus are very user friendly and intuitive. I can always find exactly what I'm looking for and can change anything I need to with ease. All the elements of the survey are adjustable with very little effort and without confusion.
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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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Qualtrics
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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Qualtrics
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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Qualtrics
Whenever we have had an issue with trying to figure out how to do something (even though the documentation is incredibly well put together) we have asked Qualtrics support and have always received our answer nearly immediately (I think in maybe 10 times, only once did a support person need to call us back). Qualtrics support is dedicated to solving customer issues right, and in the first contact, if at all possible
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In-Person Training
Meta Platforms Inc
Because they are very hands-on in training us and very approachable
Read full review
Qualtrics
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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Qualtrics
I still use it. It does everything you need an online survey to do. From heat mapping to complex skip logic and display logic. I use it weekly and it never disappoints
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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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Qualtrics
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
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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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Qualtrics
]Qualtrics] CoreXM is great if you want something that is a little more [long] lasting and impactful than a simple survey engine, but aren't quite ready for something that is a long term sustainable program. I would put [Qualtrics] CoreXM squarely in the large, defined project phase. CX is more of the program phase, and other lessor vendors are great for the pre-project definition phase
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Scalability
Meta Platforms Inc
Because customer is flexible and scalable
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Qualtrics
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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Qualtrics
  • Increased productivity due to the highly intuitive user-interface and template saving capabilities.
  • Reporting and analytics are extremely valuable. Our team can track responses and share feedback/results extremely quickly.
  • If a user has created a great template, they can share to external teams quite easily. It helps other departments!
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