What users are saying about
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Top Rated
40 Ratings
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58 Ratings

Kustomer

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Top Rated
40 Ratings
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Score 7.9 out of 100

UserTesting

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58 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Kustomer

Kustomer is amazing to use if you are a big company. It's an easy way to manage the workflow between teams. Also, it's a great tool to use when communicating with customers as well. Kustomer is user friendly without too many difficulties--a pretty easy to learn the system. It provides great organization of all requests and a great pipeline for cross-team communication.
Hailey Miller | TrustRadius Reviewer

UserTesting

UserTesting is an excellent tool for exploring customer sentiment for a variety of business challenges. From needs finding and design validation, to messaging tests and intercept surveys, their platform enables us to quickly and efficiently gauge the impact of our choices. And, most importantly, UserTesting can help save companies from themselves. When we first deployed UserTesting, a very senior executive sent an email regarding the visibility/obviousness of a core app feature. Normally, this would have led to weeks of meetings, emails, and production tests. Instead, a single test produced a chorus of customers stating they had no trouble finding the feature. Fire drill canceled.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
UserTesting
Organize and prioritize service tickets
Kustomer
8.6
UserTesting
Expert directory
Kustomer
8.3
UserTesting
Subscription-based notifications
Kustomer
8.4
UserTesting
ITSM collaboration and documentation
Kustomer
7.9
UserTesting
Ticket creation and submission
Kustomer
8.7
UserTesting
Ticket response
Kustomer
8.9
UserTesting

Self Help Community

Kustomer
7.5
UserTesting
External knowledge base
Kustomer
7.4
UserTesting
Internal knowledge base
Kustomer
7.7
UserTesting

Multi-Channel Help

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

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

UserTesting

  • UserTesting enables collection of qualitative data on what user experience design drives higher engagement and conversions and which site layout does poorly on engaging the customers of an e-commerce website or visitors to a website
  • UserTesting allows follow-up with participants who were part of a UX design test in-case their video recording of the testing session didn't articulate the test findings clearly due to technical issues.
  • UserTesting helps determine content strategy around new products by testing users who may have used those products already when they were customers of another similar business. So, we can implement engaging content which results in high sales.
Anonymous | TrustRadius Reviewer

Cons

Kustomer

  • For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
  • Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
  • Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
  • I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.
Charlotte Reiter | TrustRadius Reviewer

UserTesting

  • While the users are diverse, they are, after all, basically professional testers. This gives them a seed of information and a wide range of experience in dealing with different experiences, probably more than the average web user. The challenge here is that they may be "average web users" but are "expert user testers" and provide feedback that is deeper that you would expect from a general user. While this SEEMS good, it can lose focus on the areas that we're looking to target specifically.
  • For the users, UserTesting does require installing software. They mention using your own users via their platform, but it essentially goes through another tool and becomes a moderated test. While this is ok, it's something that we do ourselves anyway and don't really have use of their platform for.
  • There's no way to manage your team's permissions. Everyone gets added as an administrator. That doesn't have major impacts within our organization at current scale, but being able to limit permissions would be nice so we could better track and control who has access to doing user tests.
Jim Hostetler | 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

UserTesting

UserTesting 10.0
Based on 2 answers
We're currently using UserTesting on a pay-as-you-go format where we purchase credits when we get low and use them fluidly to run tests. This format works great for us since our testing cadence waxes and wanes through the phases of any given project. With this low barrier to us using the service, where we can use it as much or as little as we like, it's a no brainer that we would keep buying credits as they come up.
Jim Hostetler | 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

UserTesting

UserTesting 9.0
Based on 17 answers
The overall usability is good for UserTesting. We have been able to get surveys up and running with minimal training and contacting customer support. The dashboard is a bit dated for our taste, but still useful. The website is intuitive to use and easy to understand. The feedback we receive is delivered in a manner that helps us greatly.
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

UserTesting

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

UserTesting

No score
No answers yet
No answers on this topic

Support Rating

Kustomer

Kustomer 9.0
Based on 5 answers
It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.
Rachel Blankenship | TrustRadius Reviewer

UserTesting

UserTesting 8.2
Based on 27 answers
Overall, the support is very prompt and helpful! I've had to contact them a decent amount for various minor issues and they're always really quick to get back to me. Definitely would and do recommend the support team to anyone.
Rachel Miles | 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

UserTesting

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

UserTesting

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

UserTesting

UserTesting 10.0
Based on 1 answer
Not that I know of
Anonymous | 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

UserTesting

There's no contest. UserTesting blows competitors out of the water. The usability of their product, the huge userbase of participants, and the overall support gives the product a huge leg up on other products we've tried in the past. That comes with a cost though, but it's well. worth. the money
Anonymous | 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

UserTesting

  • Increased conversion rates.
  • Cost savings in the fact that we're getting feedback along the way instead of building the wrong product for our users.
  • One of our objectives is to talk to users, so this is an easy and accessible way to do that.
Anonymous | TrustRadius Reviewer

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

UserTesting

General

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

UserTesting Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
UserTesting
9.1

Likelihood to Renew

Kustomer
6.4
UserTesting
10.0

Usability

Kustomer
7.3
UserTesting
9.0

Reliability and Availability

Kustomer
9.1
UserTesting

Performance

Kustomer
2.7
UserTesting

Support Rating

Kustomer
9.0
UserTesting
8.2

In-Person Training

Kustomer
5.5
UserTesting

Online Training

Kustomer
7.3
UserTesting

Implementation Rating

Kustomer
6.4
UserTesting
10.0

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