What users are saying about
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Top Rated
41 Ratings
67 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
67 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

TeamSupport

If you are looking for a robust, efficient experience in your help desk software then this is the way to go. All of the customization features will allow you to set the system up to best compliment your core support teams. Being able to review past communications from end users and team members allows us to review how we do business. Proper communication is key and these functionalities make our job easier. Being able to review how our teams function, communicate, and support our customer base is an ongoing process and this software gets it done.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
TeamSupport
8.9
Organize and prioritize service tickets
Kustomer
8.6
TeamSupport
9.3
Expert directory
Kustomer
8.3
TeamSupport
7.0
Subscription-based notifications
Kustomer
8.5
TeamSupport
9.4
ITSM collaboration and documentation
Kustomer
8.0
TeamSupport
Ticket creation and submission
Kustomer
8.7
TeamSupport
9.9
Ticket response
Kustomer
8.9
TeamSupport
9.1

Self Help Community

Kustomer
7.7
TeamSupport
9.2
External knowledge base
Kustomer
7.5
TeamSupport
9.1
Internal knowledge base
Kustomer
7.8
TeamSupport
9.3

Multi-Channel Help

Kustomer
8.4
TeamSupport
8.6
Customer portal
Kustomer
8.6
TeamSupport
9.6
IVR
Kustomer
8.3
TeamSupport
Social integration
Kustomer
7.8
TeamSupport
7.8
Email support
Kustomer
8.8
TeamSupport
8.7
Help Desk CRM integration
Kustomer
8.7
TeamSupport
8.2

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

TeamSupport

  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
Jennifer Desautels | 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

TeamSupport

  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
Ron Johnson | 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

TeamSupport

TeamSupport 10.0
Based on 14 answers
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
Krissy Gray | 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

TeamSupport

TeamSupport 8.9
Based on 8 answers
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it.But the portal offers great tools and guides on workarounds.
Anonymous | 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

TeamSupport

TeamSupport 1.8
Based on 4 answers
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
Frances Summerhill | TrustRadius Reviewer

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

TeamSupport

TeamSupport 7.3
Based on 5 answers
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
Anonymous | TrustRadius Reviewer

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

TeamSupport

TeamSupport 9.3
Based on 9 answers
TeamSupport's communication for service issues/maintenance are always visible. They also offer many opportunities for training on the software via webinar. Additionally, their support team has been available for coaching and guidance on how to use the software more effectively. They also offer training on creating customized reports to suit our specific organizational needs.
Anonymous | 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

TeamSupport

TeamSupport 6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French | TrustRadius Reviewer

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

TeamSupport

TeamSupport 7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
Anonymous | 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

TeamSupport

TeamSupport 7.5
Based on 6 answers
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
Ron Johnson | 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

TeamSupport

TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
Anonymous | TrustRadius Reviewer

Scalability

Kustomer

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 1.0
Based on 1 answer
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
Frances Summerhill | 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

TeamSupport

  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
Hannah Pace | 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

TeamSupport

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000*

* per installation

TeamSupport Editions & Modules

Edition
Enterprise$551
Support Desk$401
  1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

Rating Summary

Likelihood to Recommend

Kustomer
7.9
TeamSupport
8.5

Likelihood to Renew

Kustomer
6.4
TeamSupport
10.0

Usability

Kustomer
7.3
TeamSupport
8.9

Reliability and Availability

Kustomer
9.1
TeamSupport
1.8

Performance

Kustomer
2.7
TeamSupport
7.3

Support Rating

Kustomer
9.0
TeamSupport
9.3

In-Person Training

Kustomer
5.5
TeamSupport
6.4

Online Training

Kustomer
7.3
TeamSupport
7.7

Implementation Rating

Kustomer
6.4
TeamSupport
7.5

Scalability

Kustomer
TeamSupport
1.0

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