When you're running a fast-growing ecommerce brand, it's no secret that providing excellent customer support can be the deciding factor between a one-time buyer and a loyal customer. You might be wondering, which helpdesk tool can best support your customer service team in achieving this? Enter Kustomer and HelpScout—two popular contenders in the helpdesk space. But how do they stack up against each other, and which one is right for your business?
This article will walk you through a detailed comparison of Kustomer and HelpScout, touching on their features, pricing, usability, and how they can contribute to an exceptional customer experience. Whether you're a founder or a CX leader, you'll find practical insights to make an informed decision.
Kustomer: A Comprehensive Look
Kustomer is often lauded for its robust CRM capabilities. It’s designed to break down silos and bring all customer interactions into one unified platform. For ecommerce brands, this means more personalized service and streamlined support processes. But how does it actually work in practice?
Firstly, Kustomer offers a 360-degree view of your customers. This means every interaction—whether it's a social media message, an email, or a phone call—is visible in one place. Imagine how much easier it becomes for your support team to offer personalized service when they have all this information at their fingertips. No more switching between tabs or systems to get the full picture.
Moreover, Kustomer excels in automation. With workflows that can automate repetitive tasks, your team can focus more on what really matters—building relationships. For example, if a customer asks a common question like, "Where’s my order?" Kustomer can automatically pull in tracking information and respond, freeing up your team’s time for more complex inquiries.
That said, Kustomer is not without its challenges. The platform's complexity can be daunting for smaller teams, especially if they don’t have a dedicated IT department. Onboarding can be a lengthy process, and the extensive customization options, while a blessing for some, can be overwhelming for others.
HelpScout: Simplicity and Efficiency
HelpScout, on the other hand, prides itself on simplicity and user-friendliness. It's an ideal choice for businesses that need a straightforward tool without the bells and whistles that can bog down productivity. So how does HelpScout maintain its reputation for being so easy to use?
One of HelpScout's standout features is its intuitive interface. Designed with non-tech-savvy users in mind, the platform allows your team to get up and running with minimal training. The email-like layout is familiar to most, reducing the learning curve significantly. Your team can focus on providing excellent support without getting lost in a maze of features.
HelpScout also offers a robust knowledge base. This self-service option empowers customers to find answers independently, cutting down on support tickets and freeing up your team to handle more complex issues. Plus, with its Beacon feature, you can offer customers targeted help while they’re browsing your site, enhancing their overall experience.
However, HelpScout might not be the best fit for businesses needing deep CRM functionalities or intricate automation. While it covers the basics well, complex workflows and detailed customer data insights are not its strong suits.
Pricing: What to Expect
When considering a helpdesk tool, cost is always a factor. Both Kustomer and HelpScout offer different pricing models, catering to different business needs and budgets.
Kustomer’s pricing is on the higher end, reflecting its extensive feature set. With plans that start at several hundred dollars per month, it’s an investment that pays off if you’re looking for a platform that integrates CRM and customer support. However, this might be a stretch for smaller businesses or startups with tighter budgets.
On the flip side, HelpScout offers more affordable pricing tiers. With plans starting at a low monthly fee per user, it’s a cost-effective solution for businesses that need essential helpdesk features without breaking the bank. Their pricing model is straightforward, with no hidden fees, making budgeting simpler.
Ultimately, your choice may come down to what you need versus what you can afford. If CRM integration and automation are priorities, Kustomer might justify the higher cost. However, if you’re looking for a user-friendly helpdesk that won’t strain your budget, HelpScout is a solid contender.
Integration Capabilities
Integration with other tools is crucial for seamless operations. Both Kustomer and HelpScout understand this and offer various integrations, but the scope and ease of these integrations can differ.
Kustomer offers integrations with a wide array of applications, from ecommerce platforms like Shopify to marketing tools like Mailchimp. This makes it easier to sync your customer data across platforms and ensure that your team has the most up-to-date information at all times. However, setting up these integrations can be complex and might require technical expertise.
HelpScout, while not as extensive in its integrations, focuses on the essentials. It connects smoothly with tools like Slack, Shopify, and HubSpot. For many ecommerce businesses, these integrations cover the necessary ground. The setup is straightforward, often requiring just a few clicks, making it accessible even for those without technical backgrounds.
So, if your business relies heavily on a broad range of tools, Kustomer’s integration capabilities might be more appealing. For those who prioritize ease of setup and use, HelpScout’s offerings are likely sufficient.
Usability and User Experience
Ease of use is a critical factor in choosing a helpdesk tool. If your team struggles with the software, it can lead to frustration and inefficiency, ultimately impacting the customer experience.
Kustomer's interface, while feature-rich, can be complex. Users often report that it takes time to learn the ropes, particularly for teams not accustomed to CRM systems. However, once mastered, it offers a powerful platform for managing customer interactions.
HelpScout, in contrast, is often praised for its clean, intuitive design. The interface is straightforward, reducing the time needed for training and onboarding. This simplicity allows your team to focus on customer interactions rather than wrestling with the software.
In this regard, HelpScout may have the edge if you’re looking for a tool that’s easy to pick up and use. Kustomer, while more complex, offers greater depth for those willing to invest the time in learning it.
Support and Resources
Even the best software needs a good support system. Both Kustomer and HelpScout provide various resources to help users get the most out of their services.
Kustomer offers a range of support options, including live chat, email, and phone support. They also have a comprehensive help center with articles and guides. However, some users have noted that response times can vary, which could be a point of frustration when dealing with urgent issues.
HelpScout provides excellent support with responsive email and chat options. Their help docs are thorough, and they offer webinars and workshops to help users maximize their use of the platform. This proactive support approach can be particularly beneficial for teams looking to quickly resolve issues or improve their workflows.
If responsive support is a priority, HelpScout might be more appealing given its consistent praise for customer service. Kustomer’s support, while comprehensive, may require patience in certain situations.
Customizability: Making It Your Own
Every business is unique, and your helpdesk should reflect your specific needs. Both Kustomer and HelpScout offer customization options, but they cater to different levels of complexity.
Kustomer shines in customization. You can tailor workflows, dashboards, and customer views to suit your business processes. This flexibility is a boon for larger companies with specific requirements. However, the high level of customization can be overwhelming for smaller teams or those without dedicated technical resources.
HelpScout’s customization options are more limited but focus on ease of use. You can customize email templates, tag systems, and reports, allowing for some personalization without the complexity. This approach suits businesses that need basic customization without the hassle.
Deciding between these two will depend on how much customization you need. If you have specific, detailed requirements, Kustomer provides the tools to meet them. For simpler needs, HelpScout offers enough flexibility without overcomplicating things.
Security and Compliance
Security is non-negotiable, especially when dealing with sensitive customer data. Both platforms take security seriously, but there are differences in their approaches.
Kustomer offers robust security features, including data encryption, regular audits, and compliance with industry standards like GDPR. This makes it a reliable choice for businesses that handle large volumes of sensitive data and need assurance that all compliance aspects are covered.
HelpScout also prioritizes security, with features like data encryption, two-factor authentication, and GDPR compliance. They focus on providing a secure environment without overwhelming users with overly technical requirements.
Both platforms are strong in this area, so your choice might come down to specific compliance needs or preferences regarding security protocols.
Final Thoughts
Choosing between Kustomer and HelpScout ultimately hinges on your business’s size, complexity, and specific needs. Kustomer offers robust CRM capabilities and extensive customization for those willing to invest time and resources. In contrast, HelpScout provides a user-friendly, cost-effective option that meets the basic needs of most growing ecommerce brands.
For ecommerce brands using Shopify, Fullcourt offers a compelling alternative. It's a lightweight, easy-to-use helpdesk specifically designed for fast-growing brands. With features like a shared team inbox, self-service live chat, and an AI support assistant, Fullcourt streamlines customer service operations without the complexity or cost of more extensive platforms.
