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Kustomer vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Kustomer
Ranking in CRM Customer Engagement Centers
14th
Ranking in CRM
56th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in CRM Customer Engagement Centers
5th
Ranking in CRM
21st
Average Rating
8.2
Number of Reviews
59
Ranking in other categories
Help Desk Software (11th), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the CRM Customer Engagement Centers category, the mindshare of Kustomer is 0.6%, down from 3.0% compared to the previous year. The mindshare of Zendesk is 7.2%, down from 14.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

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Ahmed Nassar - PeerSpot reviewer
Oct 17, 2023
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pricing and Cost Advice

Information not available
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"From what I hear, Zendesk's pricing is a little expensive."
"The price is very competitive."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
7%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
What needs improvement with Zendesk Support?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could ...
 

Comparisons

No data available
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

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Overview

 

Sample Customers

Glovo, Nuts.com, ThirdLove, The Farmer’s Dog, HopSkipDrive, PieSync, UNTUCKit, Priority Bicycles, SmugMug, Away, Paddle, Bulletproof, Anomalie, ring, Glossier., BIRKENSTOCK
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers. Updated: October 2024.
814,649 professionals have used our research since 2012.