Kustomer vs. Soffront CRM

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.

Incentivized

Lead generation and follow-up with sales are well suited. Social media integration and reporting/dashboards for insights can be improved.

Incentivized

• 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.

Incentivized

• 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.

Incentivized

• 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.

Incentivized

• Reporting
• Loyalty features
• Social media integration

Incentivized

I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.

Incentivized

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.

Incentivized

Intuitive UI. Responsive. Features can be accessed very easily. Not a lot of big white spaces between fields and buttons. Straightforward.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

Reaction times and relationship with vendor is very good. Good answers and solutions to problems/issues logged.

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.

Incentivized

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

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.

Incentivized

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.

Incentivized

Because customer is flexible and scalable

Incentivized

• 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.

Incentivized

• 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.

Incentivized