best customer support tool: Zendesk or Kustomer?

Kustomer Vs Zendesk: Which Customer Support Software Rules?

Have a hard time deciding between Kustomer or Zendesk? It’s probably because they are both great. Every organization needs a great customer support tool; let’s help you choose the best fit between these two.

Negative customer experiences have a huge impact on a brand’s reputation and it’s not in a good way. People get extremely irritated when they encounter serious issues with a product and there is no support to resolve it.

Luckily, automation of marketing activities has helped businesses move faster and become more productive. You can use chatbots and AI on almost all websites.

An Overview Of Kustomer and Zendesk

Kustomer is a customer service CRM platform built for managing high numbers of customer support issues by optimizing experiences throughout the customer service journey. It offers multi-channel support for email, chat, phone, and social accounts. No-code chatbots are also available on the platform for deflecting support requests to self-service options. The software also embeds AI throughout its platform to eliminate repetitive tasks and create quality support experiences.

Zendesk is a SaaS platform that provides service products relating to customer support, sales, and other customer communication. It is a help desk tool designed to help businesses communicate more effectively with their customers.

Kustomer or Zendesk: which support tool rules?
Source: Zendesk

Ease of Use

Zendesk and Kustomer are both effective omnichannel that help organizations handle customer support and communication through one platform with built-in chatbots, analytics, and reporting, knowledge bases, etc.

However, Zendesk is quite complex to use, to be honest. You have to open separate tabs to access different features. This might be challenging for users who have never used customer support software.

Which customer support tool is easier to navigate: Kustomer or Zendesk
Source: Pexels

Zendesk also has a desktop app for Windows and Mac. It has a dedicated mobile app called Zendesk Chat, while Kustomer’s Chat feature is built-in on its website.

Who Has the Best Integrations: Zendesk or Kustomer?

Kustomer offers integrations with all of the major messaging channels like Slack, Facebook Messenger, and Twitter DMs. It’s also integrated with SMS messages via Twilio or Nexmo etc. Traditionally, CRM and help desk software usually existed separately from each other, but Kustomer combined the two to create a unique type of solution. Users can see a holistic view of each customer and update multiple systems at once. They also offer native integrations with CRM tools.

On the other hand, Zendesk pulls ahead, offering integrations into over 500 apps and services. It also can create custom webhook triggers for nearly every app or API under the sun. Zendesk also offers native integrations with various CRM systems, including Salesforce and NetSuite.

It is also one of the few tools that offer integration into all three major customer service platforms: Zendesk Chat, Messenger Bots, and SMS messages via Twilio or Nexmo for text messaging. Zendesk however, doesn’t offer voice calls as part of its features.

READ MORE: Drift Vs Intercom: Choose a Customer Support Tool

Zendesk or Kustomer: Efficient Customer Support?

Both platforms offer different channels to reach customer support like email, web forms, chat, or phone. However, users reported that Zendesk has subpar customer support with customer issues left unattended for days.

Kustomer excels in this area because they provide different “business impact” levels where customers can report how the issue affected them. It prioritizes urgent issues based on the impact level.

They also have a response time of 15 minutes for critical issues and 24/7 on-call support for issues preventing a customer’s use of the platform.

Zendesk or Kustomer: Pricing

Kustomer allows users to try out the platform for free for 14-days. It also gives a personalized, interactive demo for potential users to get them familiarized with the platform’s offerings.

It has two payment plan tiers: Enterprise and Ultimate. The Enterprise plan starts from $89 monthly per user and includes standard and custom reporting. It also has multilingual support, sentiment analysis, business process automation, and voice provider integration. You also have access to customer support through a variety of channels: email, chat, SMS, self-service, etc.

The Ultimate plan cost $139/user monthly. It has all the features of Enterprise plus enhanced routing, real-time dashboard, live agent auditing, unlimited collaboration users, etc.

It also comes with additional features offered as add-ons and a scalable and flexible payment structure. This ensures that companies are only paying for the features that are the most valuable to their specific use case. Some of the add-ons include Kustomer IQ, API limit increase, conversation classification, etc.

Is Zendesk Affordable?

Zendesk’s pricing structure is frankly, a little hard to understand with plan packages and sub-packages numbering as many as 20. However looking at their website, the platform seems to have three base packages: Support, Zendesk Suite, and Zendesk For Sales.

The lowest-priced plan on Zendesk for Sales comes with features like a custom sales pipeline, and email integration. It also comes with personalized bulk emailing, advanced call analytics, built-in call recording, and sales forecasting among others.

The Foundational Support package costs $19/agent monthly (billed annually) and it comes with customer details and interaction history, integrated ticketing across email, Facebook, and Twitter.

Based on annual payments, Support Professional comes at $49 per agent monthly and features customer satisfaction surveys, automatic redaction, prebuilt and custom apps, and integrations. This is in addition to the features of the Foundational Support plan.

Support Enterprise carries a higher price of $99 per agent every month and with added benefits like conversation routing based on agent skill, custom team roles, permissions, customizable agent workspaces, third-party data storage, sandbox test environment, etc.

Multi-Brand Knowledge Base

Both platforms come with a knowledge base. Kustomer’s knowledge base helps businesses communicate important information about their inner workings to their customers. The platform takes it a step further by offering a multi-brand knowledge base to accommodate businesses that have supporting or partnering brands and help them create a unique knowledge base for each brand all in one place.
Zendesk also offers the same functionality but with a more robust offering as the customer service team can search for articles, see all questions related to one specific article, and if they need more information on an answer that’s already available.

It is important to note though that the multi-brand feature is only available to Enterprise users while with Kustomer, all users can access the multi-brand feature.

Zendesk or Kustomer: Which Is Better at Analytics and Reporting?

Kustomer offers detailed reporting data that allows users to track the number of messages they have sent, how many are opened, and their success rate by percentage. This information can be very helpful when used in conjunction with other tools like Mixpanel for more detailed analytics into which types of issues customers are having most often. Kustomer also allows managers to create customized reports so they can hone in on specific data without having to deal with many unnecessary details cluttering the results.

Zendesk’s reporting is similar but it does not give as much in-depth detail into customer behavior as Kustomer does.


Tags allow agents to easily see issues that are related and categorize them in a way that makes it easy for managers to review reports on common problems or questions. Both platforms offer tags however, there is a slight difference.

Kustomer doesn’t allow agents to create their tags but they can be automatically created if the company has set up reporting categories. This means that managers or higher-level employees can’t see which tags have been used except if an agent includes them in the reports.

On the other hand, Zendesk offers more customization allowing users to create and delete tags, albeit with the customer’s permission to make sure confidential information is not included.


A ticketing system is an important part of a customer service tool because it tracks every interaction between the company and its customers. One of the unique features of the platform is the Zendesk Ticketing system which collects your customers’ requests from a broad range of sources and deals with them in one place.

This system allows you to support agents to handle more than one ticket at a time and improve overall efficiency. The ticketing system is equipped to receive from multiple channels, which means it can receive tickets from email, Facebook, and Twitter and it comes with custom fields ensuring that your agents can gather every bit of pertinent information from your customers about their issues.

This feature also allows for the automatic sharing of tickets from one Zendesk account to another accounts. Automated sharing agreements ensure that your partners or vendors can effectively collaborate on tickets.

Kustomer’s ticketing system is similar to Zendesk’s in that you can create multiple agents, each assigned a different area of responsibility. You can also track the progress of each customer interaction.

However, Kustomer differs from Zendesk because it allows for better messaging flow by allowing customers who are having issues with your product or service to message their representative via email or phone call.

For the company user, Kustomer also allows you to see performance metrics for each agent so that you can tell who should be rewarded based on outstanding performance.

Unique Features
1. Kustomer IQ

Kustomer comes with an AI, called Kustomer IQ and this AI works to automate and simplify the customer service process. One way it works is by automating responses to frequently asked questions thereby increasing the availability of agents for more specialized issues that may require human intervention.

Kustomer IQ offers knowledge base deflections via chat, email and web forms, chatbots for web and mobile chat, SMS, and WhatsApp. This is an add-on that has to be paid for separately from any plan package.

2. Sentiment Analysis

This is an AI-powered feature that uses ‘sentiment analysis’ and language detection to deliver more targeted, richer support. For instance, if the AI detects a customer’s native language, the platform will route that customer to an agent who is fluent in that language.

Which Tool Is Better For You?

Zendesk is more affordable compared to Kustomer; the most expensive plan costs $99 per month. However, their pricing structure can be a bit confusing for a new user.

Though significantly pricier, with their cheapest plan costing $89 monthly, Kustomer comes with simpler plan structures. Although Kustomer is a great tool most of its features focus on deflecting requests; it might not be a great fit for a client-centric organization.

Zendesk is a very complex product with lots of different features. For those who have the time to learn and need all those different features, it’s an asset. However, If you’d like to jump right in, it’s not great for that.

The Zendesk platform is designed to meet the needs of very large teams at companies with more than 500 employees. Smaller companies that purchase the whole Zendesk suite often end up not using all of the tools included. So, for growing teams in SaaS, eCommerce, online services, and DTC companies, Kustomer might be a better option.

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