9 Best Kustomer Alternatives for Improved Customer Service

Discover top Kustomer alternatives offering seamless omnichannel communication, AI-driven insights & personalized customer experiences to elevate your business.

Start 14 days trial Get a Demo

Trusted by Leading Brands

1 2

Businesses need robust customer service solutions that can adapt to their unique needs. Kustomer has definitely been the go-to choice for many businesses. However, for many others this isn’t enough.

Organizations are facing issues relating scalability, pricings, feature limitations and more! Thus, we’ve curated the best of the best solutions available in the market that come with innovative features.

Consider these Kustomer alternatives to potentially enhance customer experience, streamline operations as well as gain a competitive edge in your industry. So, let’s get right in!

Why Are Businesses Seeking For Kustomer Alternatives?

Kustomer alternatives are being explored by businesses looking to enhance their customer interactions and stay ahead in the competitive market.

Reasons Businesses Looking for Kustomer Alternatives

Insufficient omni channel support: While Kustomer offers multi channel capabilities, some businesses find its omnichannel integration lacking. They may desire a more seamless experience across various communication channels, ensuring consistent customer interactions regardless of the platform used.
Limited customer success management features: As customer success becomes a critical focus for many organizations, some find Kustomer’s offerings in this area inadequate. They may seek platforms with more robust tools for proactive customer engagement, success tracking, and relationship management.
Performance or reliability concerns: Some businesses report issues with Kustomer’s performance or reliability, particularly during peak usage times. This can lead to frustration and potential loss of customer trust, prompting a search for more stable alternatives.
Lack of specific industry-focused features: Kustomer’s generalist approach may not cater to the unique needs of certain industries. Companies in specialized sectors might prefer solutions that offer industry-specific features, integrations, or compliance capabilities.
Desire for cutting-edge solutions: As technology rapidly evolves, some businesses feel that Kustomer isn’t keeping pace with the latest innovations in customer experience management. They may look for alternatives that offer more advanced features like AI-powered insights, predictive analytics, or sophisticated automation capabilities.
Poor mobile app functionality: In an increasingly mobile-first world, the limitations of Kustomer’s mobile app can be a significant drawback. Businesses that prioritize on-the-go customer service and management may seek platforms with more robust as well as user-friendly mobile applications.

Top Features to Look in Kustomer Alternatives

Finding the right platform with the top features can be essential for your business’s success. Here are the key features to consider when exploring Kustomer alternatives.

Omnichannel Support

A crucial feature for any modern customer service platform is seamless omnichannel support. This allows businesses to engage with customers across various channels. Look for alternatives that offer a unified inbox, enabling agents to manage all customer interactions from a single interface. This ensures consistent communication and a holistic view of the customer journey, regardless of the channel they choose.

AI-powered Chatbots

Advanced AI chatbots can significantly improve customer service efficiency and availability. Seek alternatives that provide intelligent chatbots capable of handling routine inquiries and guiding customers through simple processes. It should even perform tasks like appointment scheduling or order tracking. The ideal chatbot should seamlessly hand over complex issues to human agents when necessary, ensuring a smooth transition while maintaining context throughout the conversation.

Customizable Workflows

Every business has unique processes, so the ability to create and modify workflows is essential. Look for platforms that offer intuitive, drag-&-drop workflow builders. These should allow you to automate repetitive tasks, set up conditional logic for ticket routing and create custom actions based on specific triggers. The more flexible the workflow customization, the better you can tailor the system to your specific needs.

Robust Reporting and Analytics

Data-driven decision-making is crucial for improving customer service. Seek alternatives with comprehensive reporting tools that provide insights into key metrics such as response times, resolution rates, and customer satisfaction scores. Advanced analytics features should allow you to identify trends, track agent performance as well as generate custom reports to meet your specific business needs.

Knowledge Base Management

An effective self-service option is vital for reducing ticket volume and empowering customers. Look for alternatives that offer robust knowledge base functionality, including easy content creation & management, version control, along with the ability to suggest relevant articles to customers based on their queries. The system should also provide analytics on knowledge base usage to help you continually improve your self-service content.

Ticket Routing and Assignment

Efficient ticket management is essential for timely resolution of customer issues. Seek alternatives that offer intelligent routing based on factors such as agent skills, workload and ticket priority. The system should also allow for manual assignment, reassignment of tickets as well as the ability to create custom routing rules based on your specific business logic.

Customer Sentiment Analysis

Understanding customer emotions can help prioritize issues and tailor responses. Look for alternatives that use natural language processing to analyze customer sentiment in real-time across various channels. This feature should provide agents with instant insights into the customer’s emotional state, allowing them to adjust their approach accordingly and potentially prevent escalations.

Customizable Dashboards

Every team member has different needs when it comes to data visualization. Seek alternatives that offer customizable dashboards, allowing agents, supervisors as well as executives to create personalized views of the most relevant metrics and KPIs. The ability to easily configure dashboards can significantly improve team efficiency and decision-making.

Call Center Functionality

For businesses that handle a high volume of phone interactions, integrated call center features are essential. Look for alternatives that offer capabilities such as IVR (Interactive Voice Response) systems, call recording, real-time monitoring and performance analytics. The platform should seamlessly integrate voice interactions with other channels, providing a unified view of the customer’s history and context.

9 Best Kustomer Alternatives & Competitors

Kustomer has emerged as a popular customer support platform, but many businesses are exploring alternatives to better suit their needs. Let’s explore our curated list for specific needs.

Omni24

Best Kustomer alternative with unified platform for customer interactions

Omni24 is AI powered customer experience software that provides a unified platform for managing customer interactions. It’s praised for its user-friendly interface, affordability and quick setup process, making it particularly appealing to all-sized businesses.

Key features:

Omnichannel support: Omni24 allows you to integrate all customer communication channels into one platform for seamless customer support.
Ticketing: Consolidates customer inquiries from various channels into a unified ticketing system. Ensures consistent handling of customer issues regardless of the communication channel.
Shared inbox: Collaborate efficiently with a team inbox that keeps everyone on the same page. It allows teams to collaborate on customer inquiries from a single, shared inbox.
Knowledge base: Builds a comprehensive database of information and resources for customers to find answers to their questions independently. Includes features like search functionality, categorization, and article management.
Workflow automation: Streamline business processes by automating repetitive tasks, saving time and increasing productivity. These workflows can automate routine tasks, trigger notifications as well as ensure compliance with service-level agreements.
Appointment scheduling: The software allows customers to easily book appointments online, reducing scheduling conflicts and improving customer satisfaction. It offers customizable booking pages, time zone detection and buffer times.

Pricing: Omni24’s pricing starts from $29/user/month and can go up to $149/user/month depending on your add ons. All plans come with 14 days free trial and include a shared inbox, knowledge base and omnichannel support.

Veemo

Best Kustomer alternative with comprehensive integrations

Veemo is a customer service platform that offers a suite of support, sales and customer engagement tools. It’s known for its flexibility, scalability, and extensive integration capabilities, making it suitable for businesses of all sizes across various industries.

Key features:

Omnichannel support: Seamlessly manage customer interactions across multiple channels. It enables agents to view and respond to messages from various platforms efficiently. Veemo provides a unified customer history for personalized service
Customizable ticket management: Efficiently organize, prioritize and track customer issues with a flexible ticketing system. It includes features like status updates and assignments.
Marketing automation: Multichannel campaign management with personalized content delivery. Automated customer journey mapping and triggered messaging based on behavior.
Veemo chat: Provides real-time communication between customers and support agents on websites or apps. Offers features like chat routing, canned responses and file sharing for efficient support.
Automation and AI capabilities: Streamline business processes by automating repetitive tasks, saving time and increasing productivity. These workflows can automate routine tasks, trigger notifications and ensure compliance with service-level agreements.

Pricing: Veemo has three pricing plans with GRowth plan starting at $34/month and the famous Team plan at just $79/month. You can also customize the pricings depending on the business needs.

Intercom

Intercom is a conversational relationship platform that combines messaging, chatbots and a help center to provide personalized customer support. It’s particularly popular among SaaS and e-commerce companies for its focus on real-time, conversational interactions.

Key features include live chat, targeted messaging, chatbots for automated support, a customizable help center and tools for product tours and onboarding. Intercom also offers features for lead generation and customer engagement, making it a comprehensive solution for customer communication.

HubSpot Service Hub

HubSpot Service Hub is part of HubSpot’s broader CRM platform, offering customer service tools that integrate seamlessly with sales and marketing functions. It’s ideal for businesses looking for an all-in-one solution for customer relationship management.

The hub offers ticketing, live chat, customer feedback surveys, knowledge base creation and reporting dashboards. It also leverages HubSpot’s CRM capabilities, allowing for a 360-degree view of customer interactions across marketing, sales and support.

Salesforce Service Cloud

Salesforce Service Cloud is an enterprise-grade customer service platform that’s part of the larger Salesforce ecosystem. It’s designed for large organizations requiring robust, scalable support solutions with advanced customization options.

The prominent features include case management, omnichannel routing, AI-powered recommendations, field service management and extensive reporting capabilities. It also offers deep integration with other Salesforce products, providing a comprehensive view of customer data across departments.

Help Scout

Help Scout is a customer service platform known for its simplicity and focus on delivering a personal touch in customer interactions. It’s particularly popular among small to medium-sized businesses and teams that prioritize a more intimate customer service experience.

Software enables shared inboxes, live chat, a knowledge base builder, customer profiles and workflow automation. Help Scout also offers features like in-app messaging and proactive support tools to enhance customer engagement.

Gladly

Gladly is a customer service platform that focuses on providing a people-centered approach to support. It aims to create seamless, personalized experiences by organizing conversations around the customer rather than tickets or case numbers.

Gladly provides a unified customer view across all channels, intelligent routing, self-service options and robust reporting. The platform also offers unique features like its “Sidekick” tool, which provides agents with real-time, contextual assistance during customer interactions.

Dixa

Dixa is a customer engagement platform that aims to create more personal and intelligent customer experiences. It’s known for its ability to unify various communication channels into a single interface, making it easier for agents to manage interactions.

The software has unified omni-channel communication, intelligent routing based on agent skills and availability, real-time performance insights as well as integration with popular business tools. Dixa also offers AI-powered features for task automation and customer intent prediction.

Front

Front is a customer communication hub that combines the functionality of a shared inbox with the collaborative features of internal chat. It’s particularly well-suited for teams that manage high volumes of customer emails and need to collaborate efficiently.

The key features include shared inboxes, team collaboration tools, automated workflows, analytics and integrations with various business tools. Front also offers unique features like the ability to have internal discussions within email threads, keeping all context in one place.

What to Consider When Evaluating Kustomer Competitors ?

When evaluating Kustomer competitors, the below factors become crucial to select the most suitable customer support solution for your business:

Pricing structure: Examine the pricing models of different platforms. Some offer tiered plans based on features or user numbers, while others provide custom enterprise pricing. Consider not just the base cost, but also potential fees for add-ons, integrations, or increased usage. Look for transparent pricing that aligns with your budget and allows for scalability as your business grows. Be wary of hidden costs and evaluate the long-term value proposition of each solution.
Implementation process: Assess the ease and speed of implementation for each platform. Consider factors such as data migration, team training requirements and the level of technical expertise needed. Some solutions offer turnkey setups, while others may require more extensive customization. Evaluate the vendor’s onboarding support, training resources and implementation timeline. A smoother implementation can lead to faster adoption and return on investment.
Artificial intelligence capabilities: In a customer support landscape, AI capabilities can significantly enhance efficiency and customer experience. Evaluate each platform’s AI offerings, such as chatbots, automated ticket routing, sentiment analysis and predictive analytics. Consider how these AI features can automate routine tasks, provide instant responses and offer data-driven insights to improve your support processes.
Workflow customization: The ability to tailor the platform to your specific business processes is crucial. Assess the level of customization each solution offers in terms of ticket workflows, automation rules and team management. Look for platforms that allow you to create custom fields, design unique automation sequences and adapt the interface to match your team’s needs. Flexibility in customization can lead to more efficient operations and better alignment with your existing processes.
Uptime and reliability: For customer support tools, reliability is paramount. Investigate each platform’s uptime guarantees, historical performance and disaster recovery plans. Look for vendors that offer transparent status pages and proactive communication about maintenance or issues. Consider the potential impact of downtime on your customer service operations and choose a solution with a proven track record of reliability. Evaluate the vendor’s support options and response times for addressing any technical issues that may arise.

Why is Omni24 One of the Top Kustomer Alternatives?

Omi24 stands out as one of the top Kustomer alternatives due to its unique approach to customer service. Unlike traditional ticket-based systems, Omni24 organizes customer interactions around the individual, creating a more personalized experience. This people-centered model allows agents to view a customer’s entire history across all channels in one seamless conversation thread.

The platform’s focus on delivering a more human-centric support experience makes it a compelling alternative for businesses seeking to elevate their customer service approach.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

Start 14 Days Trial

FAQs about Kustomer Competitors & Alternatives

How does the user experience differ between Kustomer and its competitors?

Kustomer offers a unified customer view and omnichannel support, while competitors may have varying interfaces as well as features. The user experience can differ in terms of ease of use, customization options and integration capabilities. A detailed comparison of specific competitors would be necessary for a more accurate assessment.

Can these alternatives provide the same level of customer support and satisfaction as Kustomer?

Many alternatives like Omni24 can provide high-quality customer support, but the level of satisfaction may vary. Factors like pricing, features, scalability and industry focus play a role. Some alternatives may excel in certain areas while falling short in others. It’s essential to evaluate each option based on specific business needs.

What is Kustomer used for?

Kustomer is used for customer service and engagement. It provides a platform for businesses to manage customer interactions across various channels, including email, chat, social media and phone. Kustomer helps streamline support processes, track customer issues and provide personalized service through its unified customer view and automation features.

Is Kustomer a CRM tool?

Yes, Kustomer is considered a CRM (Customer Relationship Management) tool. It goes beyond traditional CRM by focusing on customer service and support. Kustomer combines CRM functionality with customer service features, offering a comprehensive platform for managing customer relationships, interactions and support tickets across multiple channels.

What are the pros & cons of Kustomer?

Kustomer offers a timeline view for comprehensive customer history, omnichannel support capabilities, customizable workflows and automation. It can also improve efficiency with AI-powered features while having a user-friendly interface. However, the major drawbacks are that it can be really expensive for a few businesses, limited native integrations, lack of mobile app functionality. It may not offer industry-specific features for all sectors and a learning curve for complex customizations.