Helpshift vs. Kustomer: Help Desk Solution Comparison 2025

Overview: Helpshift and Kustomer as Help Desk Category solutions.

Helpshift excels in enhancing customer relationships with a strong focus on AI-powered features and supports ecommerce and tech industries. Kustomer offers robust engagement management useful for industries like retail, prioritizing comprehensive analytics and customization options.

Helpshift and Kustomer: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Helpshift facilitates customer feedback management and engagement, critical for customer satisfaction and retention. read more →

Kustomer supports engagement management and workflow management, which helps streamline operations. read more →

Business Goals

Helpshift aims to enhance customer relationships and improve efficiency, aligning with businesses looking to grow customer value. read more →

Kustomer enhances customer relationships and helps in acquiring new customers, appealing to businesses aiming for expansion. read more →

Core Features

Helpshift's standout features include custom reports and AI power, beneficial for advanced data insights and integration. read more →

Kustomer's core features are its analytics and integration capabilities, ideal for data-driven decisions and system connectivity. read more →

Vendor Support

Helpshift offers extensive 24/7 support with phone, email, and chat options, accommodating global operational needs. read more →

Kustomer provides robust 24/7 support with multiple communication channels like chat and phone. read more →

Segments and Industries

Helpshift serves predominantly enterprise segments, with strong adoption in IT and software sectors. read more →

Kustomer caters to enterprise customers primarily, with a significant presence in retail and food industries. read more →

Operational Alignment

Helpshift fits complex operational workflows in large enterprises, supporting both mobile and offline channels. read more →

Kustomer is designed for seamless integration within companies focusing heavily on social media and chat channels. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Integration Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Migration Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Phone Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for Helpshift and Kustomer

What makes Helpshift and Kustomer ideal for Customer Feedback Management?

Helpshift and Kustomer both provide tools for gathering customer feedback and improving customer satisfaction. Helpshift focuses on mobile-first customer support, delivering personalized service across various channels, while Kustomer emphasizes omnichannel support and integrating customer feedback into a single platform. Helpshift enables quick training for support teams, while Kustomer offers real-time feedback capture and integration with other tools.

"...Most importantly, however, we have maintained CSAT throughout while achieving our vision of scaling leaner...." Testimonial by Ana Celeste Almeida Vieria, Player Support Manager, Nordeus

"...not only can you quickly glance at context clues (like purchases, NPS surveys, and support cases) but with the right integrations, you already know WHICH customer is calling as within a second of answering the call...." Peer review by Meagan M., Head Of Customer Experience, Internet

How can Helpshift and Kustomer enhance your Engagement Management process?

Helpshift and Kustomer both help businesses engage with customers. Helpshift focuses on mobile apps, using in-app features like notifications and surveys to drive engagement. Kustomer offers a broader range of channels, including text, email, and chat, and emphasizes communication and organization. However, Helpshift lacks support for SMS and Apple Business Chat, while Kustomer has experienced platform shutdowns.

"...so we rely on SMS and Apple Business Chat for half of our customer interactions, which is not something Helpshift currently supports...." Peer review by Angel Brockbank, Director of Customer Experience, Chatbooks

"...We also use this as a way to interact with our customers and sellers by sending proactive & reactive messaging...." Peer review by Strategist in Customer Service

What benefits does Helpshift and Kustomer offer for Advertisement?

Helpshift and Kustomer use cookies to personalize content and ads. Helpshift specifically mentions location-based ads. Kustomer shares user information with social media, advertising, and analytics partners. Both use cookies to analyze website traffic.

"...They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites...." Case Study Microsoft

"...We also share information about your use of our site with our social media, advertising and analytics partners. ..." Customer Service CRM Platform Built for Today