Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies.
N/A
Kustomer
Score 8.7 out of 10
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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
Pricing
Braze
Kustomer
Editions & Modules
No answers on this topic
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
Braze
Kustomer
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Optional
No setup fee
Additional Details
—
All plans require an annual subscription and 8 users minimum.
Easier than the big ones and more robust and than the small ones. Braze seems to be a great fit for teams that need to move fast, cannot spend a lot of time in certifications and training and are able to adapt to innovation. As for pricing, Braze has different pricing depending …
I think Braze is the strongest currently. I found Emarsys to be very difficult to navigate and clunky. Ometria I found to be a good platform, however, more difficult to scale. My role using Ometria was more integration focused so had more exposure to the challenges with …
Braze is easy to use and offers excellent modern functionalities, making it ideal for contemporary marketing. The training support and implementation support provided by Braze are also good. In terms of mobile-friendly email creation and personalisation, Braze has stood out. …
Userback does not have mobile SDKs and Instabug cannot do property level filtering for events. So both of these are limited in getting the right message to our users at the right time. In addition to this, Braze allows us to filter by audience properties, so we can reach out to …
Braze was built with mobile at its core, offering strong support for push, in-app messaging, and mobile SDKs ideal for app-driven businesses. Iterable, while solid in email and web, is generally less mobile-native by comparison
Unlike MailChimp, Braze goes beyond just email and SMS as communication channels. With communication channels like push notification, in-app message, and content card, Braze is clearly a superior platform for customer engagement. Also, Braze offers more options for dynamic …
Mailchimp is fine for bulk email and some light automation, but it still centers on email; push or in-app support feels tacked on, and new segments update only after hours. Braze gives us email, push, SMS, in-app, and web all native, with data streaming in real time, so …
Braze is superior top Iterable, full stop. Their partner integrations gives us more freedom to choose the vendor that fits our company the best, not forcing us to choose the one vendor that's compatible or resigning to having siloed data. Also, the Braze team goes the extra …
Active Campaign is not in the list, but in general, it is significantly less powerful and requires a subscription and add-on pricing structure, which is not good for a start-up in a scale-up phase. Braze is well-suited for long-term growth and scaling from a small to a large …
I wasn't part of the decision-making process for selecting Braze, since I joined the company after Braze was already "integrated" with our company. I'd still say that Braze would me my 1st choice compared to other tools that I used in the past.
Braze is by far the most user friendly tool. The frequency and usability of the super regular product releases they roll out really sets them apart in a stale marketplace historically dominated by Salesforce, Adobe and other big players. They think App first - critical in the …
Feels less clunky, easier to navigate, equally stacked on features that matter. May have some ways of working that are different from peer solutions, but trades speed and reliance over inefficiently designed or risky solutions.
Acoustic was becoming too expensive and we had email and SMS with separate providers so we were looking for a way to cut costs and merge into one provider. Both Acoustic and Attentive were becoming very expensive as well and Braze provided all the functionalities that we were …
Braze has many features that these tools don't, like a heatmap, a catalogue, the ability to create tons of attributes, and easy-to-use template features.
salesforce is better suited for the sales funnnel or for B2B rather than B2C so in this case Braze already stacks up great as a wonderful B2C all-rounder product. Mailchimp, firebase and others ive used are gragmented as they all offer different features and are not a ONE …
I don't have a lot of other experience using software other than Braze. However the product has not given me much need to look elsewhere for another vendor and I am generally very happy with it for my use.
Braze is much more real-time, has an updated interface, and offers in-app communication, unlike SFMC. The only downside is that Liquid isn't quite as powerful as AMPscript.
I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the …
It has improved a lot of the training time needed for our new hires to understand the Kustomer interface and how to handle communications fully. The time invested went significantly down, and the learning curve improved a lot as well.
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 …
Kustomer is a great fit for our organization because we can cut down on multiple contacts from the same customer and see all their information in one place. It's also infinitely customizable, so if we need changes made we can make them while still using the same platform. This …
The UI of Kustomer is a lot cooler than what we are using before. There are a lot of features that Kustomer has that make things easier and more convenient than Desk.com.
I use both in my role with the company. Our social media channels are managed through Khoros, but we use Kustomer to notate and contact customers outside of social media. I'd much rather bring our social media channels into Kustomer, to help with efficiency.
Kustomer is far more intuitive, personal, and holistic than Zendesk. As a company who has a lot of interaction with a single customer, it is such an advantage to take the customer approach rather than a single ticket approach. Zendesk was very limited in a lot of the actions …
All other systems I have used have been internally-made programs that were a lot more basic order-taking systems, no notes or call functions outside of when order was placed. Doesn't really compare here.
Kustomer simply does more than any other platform I've been able to work with. Sure some others will give you a handful of neat tricks built in for managing a channel or two but those rarely offer any external integrative capacity or limit what you can do in connections. …
I was not personally involved in the decision-making process when selecting a new CRM and ultimately settling on Kustomer. That said, I'm happy with the decision to partner with them. Compared to our previous CRMs, it is much easier to work with everything in one place and we …
Moving from Zendesk to Kustomer was driven by the clarity that the customer timeline brings for advocate engagement alongside the custom workflow abilities.
Zendesk did not give a big picture of the customer. It was more of a ticketing platform, and only gave statistics of those conversations. We were unable to track customer sentiment, or other attributes of the customer.
Kustomer is far more scalable and flexible than Zendesk, and it provides a real omni-channel experience far from the "Zendesk for mails, Zendesk chat for chats" we were used to. On the automation and customisation features, it gets even clearer how Kustomer can deal with a lot …
Its really well suited to brands with a mobile app. And from what I can glean from the features my org isn't able to take advantage of, its best suited for: - B2C brands that use social media - ecommerce (i.e. CPG) Otherwise, I am not convinced it is the tool I would recommend for users that do not have a mobile app. You're not getting most of the value from it.
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
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.
Enabling GIF/videos to be directly uploaded on to Braze's platform
Easier way of creating canvases; right now it is too complex for someone new who is starting off in the company to understand what things do and where things are
Ability to track duplicate user profiles within the entire audience segment
Automated deduplicating email addresses/phone numbers in each targeting segment; right now it's done manually after extracting csv files
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.
We are on a mission for an omnichannel experience for our customers and are already making good progress with Braze able to fully support and optimise this
It is an easy-to-understand platform, thanks to its design and accessibility. You can, for example, easily find any users and their data, check exact volumes of segments, follow the history of messages sent, and create reports. We can connect Braze with other platforms for analysis or email design (Snowflake, Hightouch, Stripo...).
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.
Very responsive and helpful on simple questions, but not great other than that. They do not have a way for the customer/user to escalate a ticket. You have to contact your rep and in some cases, they don't respond within 24 hours so you have no idea if they have escalated it. There is no phone number for an urgent issue - you have to rely on email
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.
Braze has its own strengths and weaknesses compared to Bloomreach and Hubspot. Personally I prefer Bloomreach for lifecycle journey and orchestration however I've felt integration and scaling to be more straightforward with Braze. Other platforms have been reviewed but for value for money at scale and quality of platform, Braze came out as the chosen one.
I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.
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.
