What users are saying about
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Top Rated
41 Ratings
1 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
1 Ratings
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Score 7.3 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

Soffront CRM

This is a basic CRM tool like many of the others. I would imagine that this would be well suited for large enterprises due to its ability to double as a task manager, and smaller soloprenuer operations because it is expansive and can do so many things in one place. Overall if you are in business you should be using a CRM and this one is a good one to use.
Andrew Van Horn | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Kustomer
7.7
Soffront CRM
External knowledge base
Kustomer
7.5
Soffront CRM
Internal knowledge base
Kustomer
7.8
Soffront CRM

Multi-Channel Help

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

Sales Force Automation

Kustomer
Soffront CRM
7.7
Customer data management / contact management
Kustomer
Soffront CRM
8.2
Workflow management
Kustomer
Soffront CRM
7.3
Territory management
Kustomer
Soffront CRM
7.3
Channel / partner relationship management
Kustomer
Soffront CRM
8.2

Customer Service & Support

Kustomer
Soffront CRM
7.3
Case management
Kustomer
Soffront CRM
7.3
Help desk management
Kustomer
Soffront CRM
7.3

Marketing Automation

Kustomer
Soffront CRM
8.6
Lead management
Kustomer
Soffront CRM
8.2
Email marketing
Kustomer
Soffront CRM
9.1

CRM Project Management

Kustomer
Soffront CRM
7.7
Task management
Kustomer
Soffront CRM
8.2
Reporting
Kustomer
Soffront CRM
7.3

CRM Reporting & Analytics

Kustomer
Soffront CRM
8.2
Forecasting
Kustomer
Soffront CRM
7.3
Pipeline visualization
Kustomer
Soffront CRM
8.2
Customizable reports
Kustomer
Soffront CRM
9.1

Customization

Kustomer
Soffront CRM
9.1
Custom fields
Kustomer
Soffront CRM
9.1

Security

Kustomer
Soffront CRM
7.3
Single sign-on capability
Kustomer
Soffront CRM
6.4
Role-based user permissions
Kustomer
Soffront CRM
8.2

Social CRM

Kustomer
Soffront CRM
5.9
Social data
Kustomer
Soffront CRM
6.4
Social engagement
Kustomer
Soffront CRM
5.5

Platform

Kustomer
Soffront CRM
5.5
Mobile access
Kustomer
Soffront CRM
5.5

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

Soffront CRM

  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
Andrew Van Horn | 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

Soffront CRM

  • I do not like the log-in page. Whenever I go the Soffront site I get a pop-up asking me not to leave. It is a bit pushy when all I want to do is log into my account.
  • The social media integration feature they have is not particularly useful. There are other companies that do a far better job of posting to SM for me.
Andrew Van Horn | 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

Soffront CRM

No score
No answers yet
No answers on this topic

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

Soffront CRM

No score
No answers yet
No answers on this topic

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

Soffront CRM

No score
No answers yet
No answers on this topic

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

Soffront CRM

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

Soffront CRM

No score
No answers yet
No answers on this topic

In-Person Training

Kustomer

Kustomer 5.5
Based on 1 answer
No one has helped me or trained me in person.
Anonymous | TrustRadius Reviewer

Soffront CRM

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

Soffront CRM

No score
No answers yet
No answers on this topic

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

Soffront CRM

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

Soffront CRM

Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
Andrew Van Horn | 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

Soffront CRM

  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Andrew Van Horn | TrustRadius Reviewer

Screenshots

Kustomer

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

Soffront CRM

General

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

Soffront CRM Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Soffront CRM
7.3

Likelihood to Renew

Kustomer
6.4
Soffront CRM

Usability

Kustomer
7.3
Soffront CRM

Reliability and Availability

Kustomer
9.1
Soffront CRM

Performance

Kustomer
2.7
Soffront CRM

Support Rating

Kustomer
9.0
Soffront CRM

In-Person Training

Kustomer
5.5
Soffront CRM

Online Training

Kustomer
7.3
Soffront CRM

Implementation Rating

Kustomer
6.4
Soffront CRM

Add comparison