Kustomer vs. UserTesting

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Kustomer
Score 7.7 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
UserTesting
Score 8.1 out of 10
N/A
UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business demands.N/A
Pricing
KustomerUserTesting
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
No answers on this topic
Offerings
Pricing Offerings
KustomerUserTesting
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Features
KustomerUserTesting
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Kustomer
8.6
17 Ratings
8% above category average
UserTesting
-
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 submission8.417 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
UserTesting
-
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
UserTesting
-
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
Best Alternatives
KustomerUserTesting
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Smartlook
Smartlook
Score 8.5 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Optimizely Web Experimentation
Optimizely Web Experimentation
Score 8.7 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Optimizely Web Experimentation
Optimizely Web Experimentation
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
KustomerUserTesting
Likelihood to Recommend
9.0
(38 ratings)
8.1
(135 ratings)
Likelihood to Renew
7.9
(2 ratings)
7.5
(5 ratings)
Usability
8.4
(4 ratings)
8.4
(123 ratings)
Availability
9.1
(2 ratings)
9.1
(1 ratings)
Performance
6.4
(2 ratings)
9.1
(1 ratings)
Support Rating
9.9
(7 ratings)
9.0
(125 ratings)
In-Person Training
7.6
(2 ratings)
-
(0 ratings)
Online Training
8.3
(2 ratings)
-
(0 ratings)
Implementation Rating
7.9
(2 ratings)
9.1
(3 ratings)
Configurability
7.9
(2 ratings)
7.3
(1 ratings)
Ease of integration
7.2
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
7.3
(1 ratings)
Vendor post-sale
8.7
(2 ratings)
9.1
(1 ratings)
Vendor pre-sale
9.1
(2 ratings)
9.1
(1 ratings)
User Testimonials
KustomerUserTesting
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
UserTesting
It's the best for A/B tests or tests where you need a broad audience. If you don't need a real niche audience (that you should recruit then rather yourself), then you can rely on UserTesting. It's good because it's so quick, almost instant, it takes about 10 minutes on average before I can start reviewing and documenting sessions.
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
UserTesting
  • Taking notes with video clips. I can take notes while I am watching a session and I can create clips of UX issues or bugs occurring. This really helps when I share them with other teams.
  • Exporting all your notes. I analyze all usability tests by exporting my notes from UserTesting. I wish I could bulk export multiple tests though.
  • Setting up demographics. This helps me reach out to users who are similar to our audience.
  • Setting up screeners. Some studies require specific audiences (using a specific tool etc.), by setting screeners I can make sure I reached the correct audience.
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
UserTesting
  • The organization of the work spaces/dashboards could use some work.
  • I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore.
  • I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read.
  • Would be nice to be able to conduct focus groups using this tool.
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
UserTesting
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
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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.
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UserTesting
User Testing is very easy to use. You first select the profile of your participants. This is as simple as checking on checkboxes and creating some questions to target the right market and user. You may also just send the tests to your own customers with a simple link. After selecting your audience, you just need to drag and drop the tasks and set them up. You're always guided throughout the process and if you're missing something, the user testing platform will let you know. Really simple stuff.
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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
UserTesting
Never encountered any problems
Read full review
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.
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UserTesting
Perfectly fine. Never had any problems.
Read full review
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.
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UserTesting
Taking a long time
When we had issues or questions, it often took a long time to receive a response from the support team. This delayed our testing and caused frustration for our team.
Not helpful in our specific questions
When we did receive a response, it often did not fully address our specific questions or issues. This made it difficult to resolve problems or move forward with our testing.
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In-Person Training
Kustomer, LLC
Because they are very hands-on in training us and very approachable
Read full review
UserTesting
No answers on this topic
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
UserTesting
No answers on this topic
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
UserTesting
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
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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.
Read full review
UserTesting
UserTesting allows for a quicker recruiting process for our studies. Additionally, UserTesting has more unmoderated research features and capabilities. I think that their payment model is also easier than UserInterviews. We typically user UserTesting for reaching our hard to reach segments and recruiting prospective users not already within our product user population.
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Scalability
Kustomer, LLC
Because customer is flexible and scalable
Read full review
UserTesting
The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
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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
UserTesting
  • Cost savings of over $100K as we dont involve our research vendors as much as we used to do in the past
  • Better tested experience get out in the market quickly even when we don't have enough time available with our researchers; our designers who are well-trained on usertesting.com can test out quickly
Read full review
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.

UserTesting Screenshots

Screenshot of UserTesting's several solutions for gathering rich customer experience narratives.Screenshot of Interactive Path Flows
Built on recent research in data mining, the Interactive Path Flow aggregates interaction data across multiple participant sessions to visualize the customer journey, surface unexpected behaviors, and locate key moments in the customer journey.Screenshot of Keyword Mapping
Similar keywords are automatically grouped based on overall sentiment (positive, negative, or neutral) to identify themes. Highlight reels associated with each keyword are grouped together, to discover the why behind each sentiment.Screenshot of Video capture and live streaming
Digital and real-world customer experiences are recorded on desktop and mobile devices or live streamed for in-platform viewing.Screenshot of Audience targeting
Audiences are specified by screening contributors from UserTesting’s global network of contributors or connecting to any preferred network.