Intercom vs Kustomer

June 08, 2023 | Author: Sandeep Sharma
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Intercom
Customer messaging platform which allows businesses to communicate with prospective and existing customers within their app, on their website, through social media, or via email.
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Kustomer
CRM for Customer Service that makes personalized, efficient and effortless customer service a reality. Real-time, actionable views of customers. Continuous omnichannel conversations. Intelligence that automates repetitive, manual tasks.
Intercom and Kustomer are both customer communication and support platforms that aim to enhance customer interactions and provide efficient customer service. However, they have some key differences in terms of their features and focus.

Intercom offers a suite of tools for customer messaging, live chat, and customer support automation. It emphasizes proactive customer engagement, enabling businesses to send targeted messages, onboard users, and provide real-time support. Intercom's platform is known for its robust integration capabilities, allowing seamless integration with various CRM, help desk, and other business tools.

Kustomer, on the other hand, positions itself as a customer service CRM platform that focuses on delivering personalized and unified customer experiences. It consolidates customer data from multiple channels, such as emails, chats, social media, and phone calls, into a single view. Kustomer provides features like case management, ticketing, and customer history tracking, enabling agents to have a holistic understanding of each customer's interactions and deliver more personalized and efficient support.

While both platforms offer customer communication and support solutions, Intercom's strength lies in its proactive messaging capabilities and integration options, making it suitable for businesses looking to engage customers at various stages of the customer journey. Kustomer, on the other hand, focuses on providing a comprehensive customer service CRM platform with a unified view of customer interactions, making it a good fit for organizations that prioritize personalized and efficient customer support.

See also: Top 10 Helpdesk software
Intercom vs Kustomer in our news:

2023. Kustomer, the CRM startup acquired by Meta last year for $1B, spins out



Facebook has officially spun out Kustomer, the CRM startup it acquired last year for around $1 billion. The existence of potential buyers for Kustomer remains uncertain; however, Meta has opted to retain a minority stake in the CRM business. This allows Meta the flexibility to collaborate with Kustomer in further product development and continue servicing any clients acquired during Meta's ownership tenure. With the ongoing race in generative AI and the introduction of new innovations, both Meta and Kustomer have the potential to create and integrate intriguing tools across Meta's platforms. However, the extent of their existing collaborative business remains unclear. Initially, Kustomer aimed to revolutionize CRM by adopting an "omni-channel" approach to customer contact. According to Kustomer, traditional CRMs did not align with how modern consumers and potential customers interact with businesses today.


2020. Facebook buys Kustomer for $1B



Facebook has recently made the decision to acquire Kustomer, a startup that aimed to revolutionize the customer service industry by offering agents enhanced data and a comprehensive overview of users through the integration of various social media and communication channels. This acquisition aligns with Facebook's strategy of expanding its customer service offerings on the platform. The company plans to further strengthen its position by introducing an advanced platform that goes beyond existing capabilities, potentially as a paid service. As Facebook faces increasing competition from platforms like Snapchat and TikTok, having an enhanced product to offer businesses, in addition to its existing services, will enable Facebook to foster stronger ties within the Facebook ecosystem.


2020. Kustomer acquires Reply.ai to enhance chatbots on its customer service CRM



CRM startup Kustomer has announced its acquisition of Reply.ai, a Madrid-based startup. Reply.ai has developed a code-free platform that enables companies to create customized chatbots for efficient handling of customer service inquiries. These chatbots utilize machine learning to continuously improve their responses over time. Reply.ai's impressive client roster includes renowned brands such as Coca-Cola, Starbucks, Samsung, and several prominent retailers, ad agencies, and marketing agencies. By acquiring Reply.ai, Kustomer aims to challenge industry giants like Salesforce, Zendesk, and Oracle in the CRM space. Kustomer's platform empowers human agents to effectively manage inbound omnichannel customer requests, setting it apart as a comprehensive solution.

Author: Sandeep Sharma
Sandeep is a marketing expert with a wealth of knowledge in various domains: customer relationship management, social media management, advertising, search engine optimization, website building, Sandeep has established himself as a multifaceted professional. He honed his skills while working at Salesforce and Hubspot, where he gained invaluable insights into the industry. Now, as the proud owner of a small advertising consulting agency, Sandeep continues to provide innovative and effective strategies to businesses, helping them thrive in the competitive landscape of digital marketing. You can contact Sandeep via email sandeep@liventerprise.com