What users are saying about
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Top Rated
41 Ratings
23 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
23 Ratings
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Score 7 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

Vtiger

I would rate Vtiger with 9/10 simply because:
  • It is fast
  • It s easy to use
  • It gets updated quite often with new features
  • It is very customizable
Miguel Nuñez | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Sales Force Automation

Kustomer
Vtiger
7.7
Customer data management / contact management
Kustomer
Vtiger
8.5
Workflow management
Kustomer
Vtiger
6.8
Opportunity management
Kustomer
Vtiger
6.9
Integration with email client (e.g., Outlook or Gmail)
Kustomer
Vtiger
7.3
Contract management
Kustomer
Vtiger
7.4
Quote & order management
Kustomer
Vtiger
7.8
Interaction tracking
Kustomer
Vtiger
9.5

Customer Service & Support

Kustomer
Vtiger
7.8
Case management
Kustomer
Vtiger
7.4
Help desk management
Kustomer
Vtiger
8.2

Marketing Automation

Kustomer
Vtiger
9.2
Lead management
Kustomer
Vtiger
8.9
Email marketing
Kustomer
Vtiger
9.5

CRM Project Management

Kustomer
Vtiger
8.8
Task management
Kustomer
Vtiger
8.0
Billing and invoicing management
Kustomer
Vtiger
9.3
Reporting
Kustomer
Vtiger
9.0

CRM Reporting & Analytics

Kustomer
Vtiger
9.5
Forecasting
Kustomer
Vtiger
8.9
Pipeline visualization
Kustomer
Vtiger
10.0
Customizable reports
Kustomer
Vtiger
9.5

Customization

Kustomer
Vtiger
7.9
Custom fields
Kustomer
Vtiger
7.8
Custom objects
Kustomer
Vtiger
8.6
API for custom integration
Kustomer
Vtiger
7.3

Social CRM

Kustomer
Vtiger
5.9
Social engagement
Kustomer
Vtiger
5.9

Platform

Kustomer
Vtiger
5.6
Mobile access
Kustomer
Vtiger
5.6

Security

Kustomer
Vtiger
8.7
Role-based user permissions
Kustomer
Vtiger
8.7

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

Vtiger

  • Automatic Updates - Notifications when updates are made to projects helps all parties stay on task and understand where each project stands in terms of completion.
  • Flexibility and Customization - We have been successful in customizing the different fields in vTiger to match our specific needs, whether in the sales section, tickets section, and projects section.
  • Reporting - The ability to create customized reports is great and very useful to management to understand areas that may need attention.
  • Support - If you have a question, the vTiger support team is outstanding in terms of responses and ensuring that your issues is resolved. In addition, they are frequently releasing updates and upgrades to the product.
Geoff Yeagley | 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

Vtiger

  • Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
  • It's still very simple. There is room for improvement with the setup of the admin panel.
  • The dropdowns function funny when scrolled down. It's picky but it's frustrating.
  • The search function could be improved.
Ellen Evans | 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

Vtiger

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

Vtiger

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

Vtiger

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

Vtiger

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

Vtiger

Vtiger 9.0
Based on 1 answer
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
Thomas Olesen | 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

Vtiger

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

Vtiger

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

Vtiger

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

Vtiger

The selection of Vtiger as CRM wasn't on my hands. The decision was made before I arrived to the company. Nevertheless, I know that the pricing was one of the main reasons and the overall performance of Vtiger. It was feature on the top of Gartner's Magic Quadrant. And the reviews were very helpful
Nomar Norono | 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

Vtiger

  • The reasonable cost and integrated features have made our sales process much more efficient than disparate CMR, email campaign, quoting, invoicing, and payment systems.
Anonymous | 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

Vtiger

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$10*

* / user / month

Vtiger Editions & Modules

Edition
Sales Starter$101
Sales Professional$201
Support Starter$101
Support Professional$201
Ultimate$301
  1. / user / month
Additional Pricing Details
Discounts are provided for both annual subscriptions, and for high volume users.

Rating Summary

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