What users are saying about
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Top Rated
40 Ratings

Kustomer

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Top Rated
40 Ratings
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Score 7.9 out of 100
2 Ratings
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Score 3.7 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

Verint Express (formerly KANA Express)

If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time.If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team.If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Kustomer
8.5
Verint Express (formerly KANA Express)
Organize and prioritize service tickets
Kustomer
8.6
Verint Express (formerly KANA Express)
Expert directory
Kustomer
8.3
Verint Express (formerly KANA Express)
Subscription-based notifications
Kustomer
8.4
Verint Express (formerly KANA Express)
ITSM collaboration and documentation
Kustomer
7.9
Verint Express (formerly KANA Express)
Ticket creation and submission
Kustomer
8.7
Verint Express (formerly KANA Express)
Ticket response
Kustomer
8.9
Verint Express (formerly KANA Express)

Self Help Community

Kustomer
7.5
Verint Express (formerly KANA Express)
External knowledge base
Kustomer
7.4
Verint Express (formerly KANA Express)
Internal knowledge base
Kustomer
7.7
Verint Express (formerly KANA Express)

Multi-Channel Help

Kustomer
8.4
Verint Express (formerly KANA Express)
Customer portal
Kustomer
8.6
Verint Express (formerly KANA Express)
IVR
Kustomer
8.3
Verint Express (formerly KANA Express)
Social integration
Kustomer
7.8
Verint Express (formerly KANA Express)
Email support
Kustomer
8.8
Verint Express (formerly KANA Express)
Help Desk CRM integration
Kustomer
8.7
Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

  • Allows you to manage multiple email queues with different business rules.
  • User interface is somewhat intuitive, allowing users to navigate fairly easily.
  • Admin controls allow for a considerable variety of customization.
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

Verint Express (formerly KANA Express)

  • KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you.
  • Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign.
  • Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients.
  • The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses.
  • Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics.
  • Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users.
Anonymous | 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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

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

Verint Express (formerly KANA Express)

No answers on this topic

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

Verint Express (formerly KANA Express)

  • KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system.
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

Verint Express (formerly KANA Express)

General

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

Verint Express (formerly KANA Express) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Verint Express (formerly KANA Express)
3.0

Likelihood to Renew

Kustomer
6.4
Verint Express (formerly KANA Express)

Usability

Kustomer
7.3
Verint Express (formerly KANA Express)

Reliability and Availability

Kustomer
9.1
Verint Express (formerly KANA Express)

Performance

Kustomer
2.7
Verint Express (formerly KANA Express)

Support Rating

Kustomer
9.0
Verint Express (formerly KANA Express)

In-Person Training

Kustomer
5.5
Verint Express (formerly KANA Express)

Online Training

Kustomer
7.3
Verint Express (formerly KANA Express)

Implementation Rating

Kustomer
6.4
Verint Express (formerly KANA Express)

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