Kustomer vs. Salesforce Sales Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kustomer
Score 8.3 out of 10
N/A
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
$89
per month per user
Salesforce Sales Cloud
Score 8.4 out of 10
N/A
Salesforce Sales Cloud is a platform for sales with a community of Sellers, Sales Leaders, and Sales Operations, who use the solution to grow sales and increase productivity. The AI CRM for Sales features data built right in, so that companies can sell faster, sell smarter and sell efficiently. Salesforce Sales Cloud is used for, and supports: Buyer Engagement Sales Engagement Enablement Sales AI Sales Analytics Team…
$25
per month
Pricing
KustomerSalesforce Sales Cloud
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Starter
$25.00
Per User/Per Month
Professional
$80.00
Per User/Per Month
Enterprise
$165.00
Per User/Per Month
Unlimited
$330.00
Per user/Per month
Offerings
Pricing Offerings
KustomerSalesforce Sales Cloud
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Community Pulse
KustomerSalesforce Sales Cloud
Considered Both Products
Kustomer
Chose Kustomer
It has improved a lot of the training time needed for our new hires to understand the Kustomer interface and how to handle communications fully. The time invested went significantly down, and the learning curve improved a lot as well.
Chose Kustomer
Kustomer is a great fit for our organization because we can cut down on multiple contacts from the same customer and see all their information in one place. It's also infinitely customizable, so if we need changes made we can make them while still using the same platform. This …
Chose Kustomer
I've used Desk and other platforms in the past and none of them are as interactive or user friendly as Kustomer.
Salesforce Sales Cloud

No answer on this topic

Top Pros
Top Cons
Features
KustomerSalesforce Sales Cloud
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.6
17 Ratings
9% above category average
Salesforce Sales Cloud
-
Ratings
Organize and prioritize service tickets9.116 Ratings00 Ratings
Expert directory8.314 Ratings00 Ratings
Subscription-based notifications8.513 Ratings00 Ratings
ITSM collaboration and documentation8.013 Ratings00 Ratings
Ticket creation and submission8.517 Ratings00 Ratings
Ticket response9.217 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Kustomer
7.3
13 Ratings
6% below category average
Salesforce Sales Cloud
-
Ratings
External knowledge base8.213 Ratings00 Ratings
Internal knowledge base6.413 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Kustomer
8.6
17 Ratings
11% above category average
Salesforce Sales Cloud
-
Ratings
Customer portal8.611 Ratings00 Ratings
IVR8.310 Ratings00 Ratings
Social integration7.714 Ratings00 Ratings
Email support9.217 Ratings00 Ratings
Help Desk CRM integration9.212 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.7
237 Ratings
0% above category average
Customer data management / contact management00 Ratings8.5237 Ratings
Workflow management00 Ratings7.9228 Ratings
Territory management00 Ratings7.4182 Ratings
Opportunity management00 Ratings8.4231 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings7.4216 Ratings
Contract management00 Ratings7.0188 Ratings
Quote & order management00 Ratings7.5172 Ratings
Interaction tracking00 Ratings7.4202 Ratings
Channel / partner relationship management00 Ratings7.6164 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.4
79 Ratings
1% below category average
Case management00 Ratings7.679 Ratings
Call center management00 Ratings7.363 Ratings
Help desk management00 Ratings7.366 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.6
216 Ratings
1% above category average
Lead management00 Ratings7.8211 Ratings
Email marketing00 Ratings7.4181 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.4
219 Ratings
2% below category average
Task management00 Ratings7.4209 Ratings
Billing and invoicing management00 Ratings7.056 Ratings
Reporting00 Ratings7.7172 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.7
232 Ratings
1% above category average
Forecasting00 Ratings7.3201 Ratings
Pipeline visualization00 Ratings7.7220 Ratings
Customizable reports00 Ratings8.1229 Ratings
Customization
Comparison of Customization features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
8.0
223 Ratings
5% above category average
Custom fields00 Ratings8.1221 Ratings
Custom objects00 Ratings8.1211 Ratings
Scripting environment00 Ratings7.9157 Ratings
API for custom integration00 Ratings8.0184 Ratings
Security
Comparison of Security features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
8.7
225 Ratings
4% above category average
Single sign-on capability00 Ratings8.8192 Ratings
Role-based user permissions00 Ratings8.6198 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.4
142 Ratings
2% above category average
Social data00 Ratings7.5141 Ratings
Social engagement00 Ratings7.3138 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.7
192 Ratings
8% above category average
Marketing automation00 Ratings7.8188 Ratings
Compensation management00 Ratings7.7128 Ratings
Platform
Comparison of Platform features of Product A and Product B
Kustomer
-
Ratings
Salesforce Sales Cloud
7.0
203 Ratings
7% below category average
Mobile access00 Ratings7.0203 Ratings
Best Alternatives
KustomerSalesforce Sales Cloud
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KustomerSalesforce Sales Cloud
Likelihood to Recommend
9.0
(38 ratings)
8.4
(369 ratings)
Likelihood to Renew
7.9
(2 ratings)
9.0
(56 ratings)
Usability
8.5
(4 ratings)
7.5
(120 ratings)
Availability
9.1
(2 ratings)
9.8
(27 ratings)
Performance
6.4
(2 ratings)
9.0
(18 ratings)
Support Rating
9.9
(7 ratings)
5.7
(91 ratings)
In-Person Training
7.6
(2 ratings)
7.9
(11 ratings)
Online Training
8.3
(2 ratings)
9.1
(15 ratings)
Implementation Rating
7.9
(2 ratings)
1.0
(18 ratings)
Configurability
7.9
(2 ratings)
10.0
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.8
(9 ratings)
Ease of integration
7.2
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
8.6
(28 ratings)
Professional Services
-
(0 ratings)
9.3
(8 ratings)
Vendor post-sale
8.7
(2 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(2 ratings)
-
(0 ratings)
User Testimonials
KustomerSalesforce Sales Cloud
Likelihood to Recommend
Kustomer, LLC
I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
Read full review
Salesforce
Salesforce Sales Cloud is, in my experience, well suited to large B2B businesses who are driving demand and lead generation, and tracking customers through the funnel. It is a system we needed for a long time and has made a huge difference. However, I think it would have been more appropriate for a smaller business / a business who sets this up earlier on. There are great advantages to having historical data. It is really useful for allowing all commercial teams to work together, including sales, new business, marketing, client success etc. However, it relies too much too often on human error. If more things were automated and simpler, perhaps with AI queries, it could be easier to use
Read full review
Pros
Kustomer, LLC
  • 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.
Read full review
Salesforce
  • Logging notes: SF makes it easy to log notes in the timeline or static notes that live in an easy-to-see spot for longevity.
  • Logging activities: It's easy to post a call, text, email, etc.
  • API data: Once connected, SF is critical to automation, such as website activity, login activity, pages visited, etc., which saves the Customer Success side time in understanding account activity.
  • Custom fields: you can add custom fields to really personalize your experience. We use quite a few and it's brilliant.
Read full review
Cons
Kustomer, LLC
  • 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.
Read full review
Salesforce
  • I have hard-coded the auto-update of the phone number format and state format from some codes shared by the community, but I do not know where to do it. I cannot reset it either.
  • It is unclear what functionalities each version has. We use the enterprise version, and it seems we can only have one design of the pipeline. But different business segments would have very different sales cycles, and hence, pipeline tracking would be different. It would be nice to have this available in our version.
  • It seems I cannot create a report to pull notes logged at the account levels.
Read full review
Likelihood to Renew
Kustomer, LLC
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review
Salesforce
There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.
Read full review
Usability
Kustomer, LLC
There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.
Read full review
Salesforce
Salesforce has been designed on the basis of "Clicks, not code". So anyone willing to learn the Salesforce user interface (which is quite good as far as management software platforms go) is able to become a Salesforce user or even a Salesforce administrator. You don't have to know coding language to work in the Salesforce environment. Also, Salesforce has one of the best software training resources (Trailhead) that I have ever encountered. It is free to all, easy to use, and most importantly it is interactive. No scrolling through endless text in a user manual. There are hands-on modules and related videos interlaced and through it all you earn points and badges to display your level of learning.
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Reliability and Availability
Kustomer, LLC
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.
Read full review
Salesforce
Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
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Performance
Kustomer, LLC
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.
Read full review
Salesforce
Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
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Support Rating
Kustomer, LLC
I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
Read full review
Salesforce
The overall support has been good. More and more features are being released quite frequently. Very small features are also making big difference in how the tool can be adapted and used better. If there is anything we need or are stuck, the support team sets up a call and helps in resolving the issue/provides workarounds.
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In-Person Training
Kustomer, LLC
Because they are very hands-on in training us and very approachable
Read full review
Salesforce
I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
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Online Training
Kustomer, LLC
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review
Salesforce
I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
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Implementation Rating
Kustomer, LLC
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Read full review
Salesforce
Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
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Alternatives Considered
Kustomer, LLC
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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Salesforce
The thing that puts Sales Cloud above the top is its simple user interface, which is easy to interact with. The visuals and automation are also quite amazing. Given its attention to data and customer relationship management, Sales Cloud is tough to beat. Of course, Microsoft Dynamics integrates nicely with other Microsoft products, and Monday is a tool everyone is familiar with, so it is hard to compete with those.
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Contract Terms and Pricing Model
Kustomer, LLC
No answers on this topic
Salesforce
Salesforce is the most widely used CRM system. Professionalism tends to increase when things go wrong for market leaders. Salesforce considers us as users because they own the market. Having all of our data in one place and all of our teams working within Salesforce. Anyone who uses Salesforce is impacted by it, even if they don't.
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Scalability
Kustomer, LLC
Because customer is flexible and scalable
Read full review
Salesforce
Salesforce sales cloud implementation can give you the desired outcome for your business. Its workflow, approval, sync, and file-sharing features help automate the process. The Macros feature helps business to shorten their sales cycle. Sales Cloud also allows businesses to make the right decision with its real-time business insights and analysis.
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Professional Services
Kustomer, LLC
No answers on this topic
Salesforce
Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
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Return on Investment
Kustomer, LLC
  • 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.
Read full review
Salesforce
  • All tools we've implemented with Salesforce had a pretty quick positive ROI with the exception of CPQ & Billing. That was a very large project that I would only suggest for businesses with many SKUs that tend to be packaged together.
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ScreenShots

Kustomer Screenshots

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.

Salesforce Sales Cloud Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of