Question
Has anyone tried replacing Zendesk with Kustomer? If so, what are the pros/cons/tradeoffs?
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We evaluated both. I think Kustomer is a meaningful evolution in the space, but Zendesk has so much momentum. Getting my team to think seriously about Kustomer after 10+ years of Zendesk battle scars has been surprisingly hard.
Kustomer's big idea, as far as I can tell, is that closing tickets is not actually a success metric. The unified customer timeline, smart multichannel integrations, and fresh thinking on the end-user experience all seem great. We're in a holding pattern on this decision right now, but will update once we choose one.
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