What customers need to know
5% of workforce laid off
(approx. 300 employees)
8% cut (~320 employees)
amid cost-cutting measures
Slow & ineffective support
Zendesk customers report slower support, generic responses, and fewer product improvements, often tied to layoffs and reduced resources. Many say AI has replaced real service, prompting more businesses to explore alternatives that offer true partnership and better customer experiences.
What sets Kustomer apart
Kustomer is built for relationships, Zendesk is
built for tickets
Zendesk is fundamentally a ticketing system. It was designed for businesses that see customer support as a cost center, reacting to issues rather than preventing them.
Kustomer organizes everything around the customer. Agents have access to a unified customer timeline, allowing them to understand context, anticipate needs, and offer personalized solutions – leading to higher customer satisfaction and loyalty.
“The most persuasive feature Kustomer offered was the timeline layout. We prefer to handle customers within the full context of their relationship with us, not through siloed tickets.”
Cate Marquez
Customer Experience Officer
Built-in, not bolted on: The Kustomer advantage in CX AI
Zendesk’s AI Agents are powered by technology from Ultimate AI, which they acquired to boost automation. But because Zendesk isn’t a true CRM, its AI can’t fully access customer data—limiting personalization and automation. It’s built to resolve tickets—not to understand or serve customers holistically.
Kustomer is different. As a native AI-powered CRM, it connects every customer interaction to deliver smarter, more personalized service. Its AI goes beyond support to power automation across the full customer journey.
“So far, 40% of all conversations coming into chat are fully automated using Kustomer's AI. This frees up our human agents to focus on more personalized interactions and complex issues.”
Chad Warren
Sr. Manager of Customer Service
Kustomer is truly omnichannel, Zendesk keeps agents switching
Zendesk says it’s omnichannel, but agents still have to switch views between channels, causing inefficiencies and fragmented conversations.
Kustomer is built for omnichannel from the start, bringing all customer interactions into one place. Every conversation—across email, chat, SMS, voice, and social media—appears in a single, unified timeline, so agents never have to switch between views. With real-time context and a complete customer history at their fingertips, teams can deliver faster, more personalized support.
“I love how truly omnichannel Kustomer is. It’s so easy for my team to pivot with our community and see all the communications in one quick go”
Michelle McCombs
Director Community Experience
From reactive to proactive: Evolving the support experience
Zendesk was built as a ticketing system, which means it only springs into action after a customer submits an issue. This reactive model creates friction, delays, and missed opportunities to build loyalty.
At Kustomer, we believe customer service starts with hello, not help. Our platform enables proactive engagement with automation, real-time insights, and a unified customer history—so you can resolve issues before customers even reach out. This reduces ticket volume, builds trust, and drives loyalty in a way Zendesk can’t, because it wasn’t built for it.
Glovo uses Kustomer to identify dissatisfied high-value customers and proactively sends apologies and rebates for delayed orders—often before the customer reaches out. This strategy has boosted satisfaction across customers, couriers, and partners.
Dave Weiner
Head of Customer Experience
Kustomer puts partnership first—Support that scales with you
Zendesk often reserves its best support for top-tier customers, leaving others with long response times, no dedicated Customer Success Manager, and only basic troubleshooting. Many businesses report waiting weeks for help or struggling to get the guidance they need.
Kustomer takes a different approach. Every customer gets a CSM, onboarding assistance, and ongoing training to ensure long-term success. Our support scales with you—so you’re never left on your own.
“If you want a true partner in the CRM technology space, then Kustomer is a phenomenal choice.”
Michael Callahan
Head of Customer Care and Experience
Flexible, transparent pricing
Zendesk’s lower-tier plans lack the features found in Kustomer’s Enterprise and Ultimate offerings. Zendesk also charges for AI based on “resolved tickets,” even if customers disagree.
Kustomer only charges when AI delivers real value.
Enterprise
Ultimate
for Customers
Enterprise
Ultimate
Copilot
Break free from rigid-based pricing. Talk to us!
Why Kustomer wins
