G2500+ Reviews
Kustomer drives the metrics that matter
80%Paddle improved SLAs by 80% within the first few months of switching to Kustomer.
88%PieSync reduced customer wait times by 88% since launching with Kustomer.
99%+Paddle achieved a 99%+ CSAT score within 5 months of switching to Kustomer.
Why brands choose Kustomer over Freshdesk
One place to manage and activate customer data
- Customer-centric workspaceFreshdesk organizes support around tickets. Kustomer organizes it around customers — giving agents a complete timeline of every interaction, order, and event before they type a word.
- Single customer timelineEvery order, interaction, loyalty event, and support touchpoint in one view — so agents always have the full picture and never have to ask a customer to repeat themselves.
- Centralized dataIngest and merge data from any system into one customer-centric workspace. No more tab-switching or fragmented histories across tools.
Let conversations flow across all channels
- Easily support all channelsBring voice, email, SMS, live chat, and social into a single queue with full conversation context — so agents don't switch tools or lose thread.
- Easily switch between channelsAgents can move a conversation across channels without losing history or context — giving customers a seamless experience wherever they reach out.
- Leverage historic customer dataEvery incoming conversation is enriched with the full customer timeline — order history, past interactions, and loyalty status — from the moment it opens.
Seamless social messaging
- Single social workspaceManage all social messaging channels — including Instagram DMs, Facebook Messenger, and Twitter — in one unified agent workspace.
- Leverage CRM dataAgents handling social conversations have instant access to the customer's full CRM profile, so every reply is informed and personalized.
- Complete Instagram supportFull support for Instagram messaging and story mentions — so your team can engage customers on the channels they actually use.
Real-time, in-depth reporting
- Visibility into agentsReal-time dashboards give managers full visibility into agent performance, queue health, and SLA adherence — all in one place.
- Customized reportingBuild reports around the metrics that matter to your business — not just the defaults that come out of the box.
- Optimize staffing needsUse historical data and trend analysis to anticipate volume and schedule the right number of agents before spikes happen.
One place to manage and activate customer data
- Customer-centric workspaceFreshdesk organizes support around tickets. Kustomer organizes it around customers — giving agents a complete timeline of every interaction, order, and event before they type a word.
- Single customer timelineEvery order, interaction, loyalty event, and support touchpoint in one view — so agents always have the full picture and never have to ask a customer to repeat themselves.
- Centralized dataIngest and merge data from any system into one customer-centric workspace. No more tab-switching or fragmented histories across tools.
Your ultimate agent companion
KIQ Agent Assist is packed with versatile features to enhance agent productivity
Freshdesk
vs.Platform
Chat/Live Support
91%
85%
Voice
89%
83%
Omnichannel
92%
88%
Customer profiles
90%
86%
Customization
91%
80%
Social integration
86%
82%
Ticket collaboration
92%
86%
Generative AI
Text Generation
9.2
6.3
Text Summarization
9.2
6.3
Support Automation
Contextual engagement
92%
87%
Transcripts
94%
83%
Customer and contacts database
91%
80%
Integration
90%
82%
SLA Management
89%
82%
“I love how customizable Kustomer is! It fits all my team needs. I love the flexibility and functionality, and we are constantly tweaking things to improve the CX team experience.”
Michelle McCombs
Director, Community Experience
Discover how AI + Data + CRM equals customer magic.
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