Overview: Salesforce Service Cloud and Kustomer as Help Desk Category solutions.

Salesforce Service Cloud and Kustomer both serve as help desk solutions, but they cater to different user segments and business needs. Salesforce Service Cloud suits larger enterprises needing robust integration and feature-rich support across industries like IT and manufacturing. In contrast, Kustomer appeals to smaller firms, especially in retail, with a focus on engagement management and streamlined support features.

Salesforce Service Cloud: Salesforce-Service-Cloud enables customer service teams with AI-powered software solutions. Efficient and scalable service is created for customers to love.

Kustomer: Kustomer delivers faster, richer customer experiences with omnichannel messaging and a unified customer view. AI-powered automations enhance service efficiency.

Salesforce Service Cloud and Kustomer: Best Use cases based on the customer satisfaction data

Salesforce Service Cloud

Key Capabilities Supported

Salesforce Service Cloud excels in helpdesk management with strengths in customer case management and workflow optimization, tailored for organized customer interaction processes. read more →

Kustomer focuses on engagement and customer feedback management, prioritizing seamless communication and efficient contact management. read more →

Business Goals

Salesforce Service Cloud supports enhancing customer relationships and boosting sales, aligning with goals to refine customer experiences and derive business growth. read more →

Kustomer helps in acquiring customers and improving internal communications, suiting companies that aim to scale their best practices or introduce new offerings. read more →

Core Features

Salesforce Service Cloud offers robust integration and custom reporting tools, addressing the needs of complex data-driven businesses. read more →

Kustomer emphasizes AI-powered and analytics capabilities, ideal for companies needing flexible data export and compliance support. read more →

Vendor Support

Salesforce Service Cloud provides extensive support via email, phone, and 24/7 chat, accommodating diverse customer service needs. read more →

Kustomer delivers support including phone and chat options, with a focus on easily accessible 24/7 assistance. read more →

Segments and Industries

Salesforce Service Cloud is predominantly used by enterprises in IT and manufacturing, capable of handling large volumes of clients. read more →

Kustomer is often chosen by small to mid-sized retail firms, focusing on the interactive and adaptive retail sector. read more →

Operational Alignment

Salesforce Service Cloud adapts well to complex enterprise environments, facilitating smooth integration into existing workflows. read more →

Kustomer fits smaller operations, enhancing customer engagement without necessitating extensive infrastructure adjustments. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

medium

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Integration Risk

medium

{{{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

Email Support

Read peer / expert warnings.

Phone 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 Salesforce Service Cloud and Kustomer

How does Salesforce Service Cloud and Kustomer address your Engagement Management Challenges?

Salesforce Service Cloud and Kustomer are similar in that they both enable companies to interact with customers across multiple platforms, including email, social media, and chat. Both tools allow for tracking customer interactions and providing follow-up communication. However, Salesforce Service Cloud requires significant effort and often necessitates consultants for any changes, while Kustomer offers more ease of use for customer engagement management. Both tools have limitations; Salesforce Service Cloud struggles with integration, and Kustomer can experience interruptions that disrupt customer interactions.

"...The person who sees the case later will also see my notes on my interaction with the customers or other parties involved...." Peer review by Rajeev K, Business Consultant - IT Infrastructure Services

"...We use Kustomer across various departments whenever we need to have an interaction with a customer...." Peer review by Gary McGrath, Success Operations Manager, Paddle

What solutions does Salesforce Service Cloud and Kustomer provide for Workflow Management?

Salesforce Service Cloud and Kustomer both manage workflows by allowing users to automate processes and streamline tasks. Salesforce Service Cloud emphasizes integration with other systems and offers robust workflow and approval processes, while Kustomer focuses on flexibility and powerful workflows that can be customized using Javascript. Both tools have limitations. Salesforce Service Cloud limits workflow functionality based on licensing levels, while Kustomer's workflow documentation is limited.

"...The workflow for our support team is easy and they pick it up with very little training needed...." Peer review by Corey M., Automotive

"...The amazing workflow system provides a powerful automation and connectivity engine...." Peer review by Carlos Montoza Serrano, Experto en soluciones CRM, Glovo