Kustomer vs. Zendesk Suite

Kustomer

68 Reviews and Ratings

Zendesk Suite

1,015 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Kustomer	Score8.7 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
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

Pricing

Kustomer

Zendesk Suite

Enterprise: $89
per month, per user
Ultimate: $139
per month, per user

Suite Team: $69
per month per agent
Suite Growth: $115
per month per agent
Suite Professional: $149
per month per agent
Suite Enterprise: Contact Sales

Pricing Offerings
Kustomer	Zendesk Suite
Free Trial
No	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	Yes

No setup fee

Optional

All plans require an annual subscription and 8 users minimum.

20% discount available with annual pricing.

Community Pulse
Key User Insights
	Kustomer	Zendesk Suite
Considered Both Products	Kustomer, LLC Verified User Chose Kustomer 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 … Incentivized Helpful? Julia Spencer Associate Project Manager in Customer Service at ThirdLove (Apparel & Fashion, 201-500 employees) Chose Kustomer 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 … Incentivized Helpful? Courtland Graham Operations Lead in Customer Service at Bulletproof 360 (Health, Wellness and Fitness, 51-200 employees) Chose Kustomer 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. … Incentivized Helpful? Verified User Chose Kustomer Kustomer was better suited to the personalized nature of the service that we're trying to provide. Incentivized Helpful? Verified User Chose Kustomer I think Kustomer is the best. Incentivized Helpful? Verified User Chose Kustomer Moving from Zendesk to Kustomer was driven by the clarity that the customer timeline brings for advocate engagement alongside the custom workflow abilities. Incentivized Helpful? Verified User Chose Kustomer 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. Incentivized Helpful? Carlos Montoza Serrano Experto en soluciones CRM in Customer Service at Glovo (Computer Software, 1001-5000 employees) Chose Kustomer 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 … Incentivized Helpful? Rachel Blankenship CX Trainer in Customer Service at ThirdLove (Apparel & Fashion, 201-500 employees) Chose Kustomer That fact that I had to add 3 tags for one tool says a lot. We had 3 different avenues with Zendesk. So not only was the order information, shipping information, and more in another site or page, so was the live support. This just created a lot of confusion, especially when … Incentivized Helpful? Meagan McKinnon Head Of Customer Experience in Customer Service at ParkWhiz (Internet, 51-200 employees) Chose 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 … Incentivized Helpful?	Zendesk Verified User Chose Zendesk Suite Zendesk Suite is very similar to the companies we listed, but, in my opinion, there are a lot of things that these companies do right that Zendesk Suite fails at. Particularly reporting and phone systems. We have looked into Five9 in great detail to replace our current phone … Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Kustomer

Zendesk Suite

Comparison of Incident and problem management features of Kustomer and Zendesk Suite
Feature	Kustomer 8.1 18 Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	8.017 Ratings	9.2153 Ratings
Expert directory	8.314 Ratings	8.3102 Ratings
Subscription-based notifications	8.513 Ratings	8.6106 Ratings
ITSM collaboration and documentation	8.013 Ratings	8.5104 Ratings
Ticket creation and submission	8.018 Ratings	9.3153 Ratings
Ticket response	8.018 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Kustomer and Zendesk Suite
Feature	Kustomer 8.5 14 Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	8.014 Ratings	8.5133 Ratings
Internal knowledge base	9.014 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Kustomer and Zendesk Suite
Feature	Kustomer 8.0 18 Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	8.611 Ratings	9.2121 Ratings
IVR	8.310 Ratings	8.659 Ratings
Social integration	7.314 Ratings	8.597 Ratings
Email support	10.018 Ratings	9.4147 Ratings
Help Desk CRM integration	6.013 Ratings	9.2112 Ratings

User Ratings
	Kustomer	Zendesk Suite
Likelihood to Recommend	9.0 (39 ratings)	9.0 (192 ratings)
Likelihood to Renew	7.9 (2 ratings)	10.0 (43 ratings)
Usability	10.0 (5 ratings)	8.9 (65 ratings)
Availability	9.1 (2 ratings)	8.6 (13 ratings)
Performance	6.4 (2 ratings)	8.0 (10 ratings)
Support Rating	9.4 (7 ratings)	5.5 (31 ratings)
In-Person Training	7.6 (2 ratings)	10.0 (1 ratings)
Online Training	8.3 (2 ratings)	7.9 (9 ratings)
Implementation Rating	7.9 (2 ratings)	9.0 (18 ratings)
Configurability	7.9 (2 ratings)	9.3 (3 ratings)
Ease of integration	7.2 (2 ratings)	- (0 ratings)
Product Scalability	9.1 (1 ratings)	- (0 ratings)
Vendor post-sale	8.7 (2 ratings)	- (0 ratings)
Vendor pre-sale	9.1 (2 ratings)	- (0 ratings)