What users are saying about
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Top Rated
41 Ratings
2 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
2 Ratings
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Score 8 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

UserReplay

Great for online businesses who are well established and want to refine their UX/site performance.
Chris Wood | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

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

UserReplay

  • Identifying an issue and quickly understanding what the financial impact is
  • Seeing how users use and interact with your site, by device
  • Reporting on custom events
  • Quickly finding a session and replaying it, to watch it back.
Chris Wood | 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

UserReplay

  • Having confidence in the reports/numbers it pulls
  • No function to email out weekly/monthly reports.
  • Insights are sometimes difficult to extract
Chris Wood | 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

UserReplay

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

UserReplay

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

UserReplay

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

UserReplay

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

UserReplay

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

UserReplay

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

UserReplay

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

UserReplay

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

UserReplay

Very well, a similar but different system
Chris Wood | 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

UserReplay

  • Confirmed our low basket abandonment
Chris Wood | 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

UserReplay

General

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

UserReplay Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
UserReplay
9.0

Likelihood to Renew

Kustomer
6.4
UserReplay

Usability

Kustomer
7.3
UserReplay

Reliability and Availability

Kustomer
9.1
UserReplay

Performance

Kustomer
2.7
UserReplay

Support Rating

Kustomer
9.0
UserReplay

In-Person Training

Kustomer
5.5
UserReplay

Online Training

Kustomer
7.3
UserReplay

Implementation Rating

Kustomer
6.4
UserReplay

Add comparison