What users are saying about
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Top Rated
41 Ratings
Top Rated
287 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
Top Rated
287 Ratings
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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

Qualtrics

Qualtrics is extremely well-suited for engaging with the wide user-base of your target platform. As a member of a team that provides on-site visits and 'discovery' engagements, Qualtrics helps our team come prepared for on-site visits. Furthermore, follow-up surveys enable our team to be nimble, ask the right questions, and submit additional surveys after our initial engagement. Qualtrics is a fantastic tool for engaging with both internal and external teams with the goal of understanding employee workflows, perceptions, and areas of growth. One can tailor surveys for a specific need and then share out to the client's preferred medium (desktop or mobile). This means that survey respondents will need to have both access and a small technological proficiency in order to successfully complete surveys - however, this is nearly a basic requirement for most administrative jobs today.
Joshua Melder | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Kustomer
7.7
Qualtrics
External knowledge base
Kustomer
7.5
Qualtrics
Internal knowledge base
Kustomer
7.8
Qualtrics

Multi-Channel Help

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

Survey Format & Appearance

Kustomer
Qualtrics
8.6
Survey templates
Kustomer
Qualtrics
8.5
Themes
Kustomer
Qualtrics
8.2
Custom logo/branding
Kustomer
Qualtrics
9.0

Survey Content

Kustomer
Qualtrics
8.5
Changes to live survey
Kustomer
Qualtrics
8.3
Question design help
Kustomer
Qualtrics
8.3
Multiple question types
Kustomer
Qualtrics
8.8

Survey Logic

Kustomer
Qualtrics
7.6
Survey logic flexibility
Kustomer
Qualtrics
7.6

Survey Reporting & Analytics

Kustomer
Qualtrics
8.4
Response tracking
Kustomer
Qualtrics
8.8
Data export
Kustomer
Qualtrics
8.7
Standard reports
Kustomer
Qualtrics
8.0
Custom reports
Kustomer
Qualtrics
8.1
Analytics
Kustomer
Qualtrics
8.4

Survey Administration & Security

Kustomer
Qualtrics
8.8
Access controls
Kustomer
Qualtrics
8.9
Compliance
Kustomer
Qualtrics
8.7

Survey Distribution

Kustomer
Qualtrics
8.7
Vendor-offered crowdsourcing
Kustomer
Qualtrics
9.1
Respondent restrictions
Kustomer
Qualtrics
8.4

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

Qualtrics

  • Qualtrics offers a wide range of question formats. This feature allows for uniquely styled questions that keep a students interest.
  • Qualtrics is very useful for sending out surveys on a particular schedule at a good time to not overload our campus IT system. The reminder feature is great in that I can set up all four reminders for the entire survey when I set up the survey.
  • I most value the immediate support when I run into a problem. A problem stops my work in its tracks. It is very important that I get the issue resolved quickly so I can get on with my work.
Katharine Mason | 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

Qualtrics

  • Qualtrics has been working to add more programs to its product line, but I am not sure yet how helpful the new lines are. It seems like they are trying to make it to where the entire company will use different platforms based on the type of feedback they need.
  • The Qualtrics insights summit is a really great way to network with all different types of researchers. I just wish they would focus more on research and less on having big-name celebrities speak.
  • Qualtrics support could use some work. It can be difficult to find help in the community. I almost always have to reach out to someone on the online chat or via email to get help.
Corinne Gibson | 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

Qualtrics

Qualtrics 9.4
Based on 41 answers
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.
Ben Lawder | 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

Qualtrics

Qualtrics 8.6
Based on 10 answers
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.
Brian Harris | 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

Qualtrics

Qualtrics 9.0
Based on 1 answer
No answer on this topic is available.

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

Qualtrics

Qualtrics 5.5
Based on 1 answer
No answer on this topic is available.

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

Qualtrics

Qualtrics 10.0
Based on 11 answers
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
D. SKye Hodges | 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

Qualtrics

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

Qualtrics

Qualtrics 8.0
Based on 2 answers
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
Michael Climek | TrustRadius Reviewer

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

Qualtrics

Qualtrics 9.0
Based on 1 answer
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Benjamin Sider | TrustRadius Reviewer

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

Qualtrics

I would say Qualtrics is far superior in terms of functionality and ease of use but is far inferior in terms of price. Since this technology is easily imitable, I wouldn't be surprised if there are other solutions (such as SurveyGizmo) which are more economical but offer the same solution.
Daniel Simonet | 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

Qualtrics

  • It's hard to quantify the impact because of the nature of the work we do in a university. One thing I can say is that it has been a far better replacement for the technology that was previously offered through the specialized survey administration center of the university.
  • It reduces the time one needs to prepare a questionnaire, which translates to monetary savings.
Asif Mehedi | TrustRadius Reviewer

Screenshots

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

Qualtrics

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Qualtrics Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Qualtrics
7.6

Likelihood to Renew

Kustomer
6.4
Qualtrics
9.4

Usability

Kustomer
7.3
Qualtrics
8.6

Reliability and Availability

Kustomer
9.1
Qualtrics
9.0

Performance

Kustomer
2.7
Qualtrics
5.5

Support Rating

Kustomer
9.0
Qualtrics
10.0

In-Person Training

Kustomer
5.5
Qualtrics

Online Training

Kustomer
7.3
Qualtrics
8.0

Implementation Rating

Kustomer
6.4
Qualtrics
9.0

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