Softwr

Software · head to head

Heap vs Kustomer

Heap logo

Heap

Software

Product analytics for the modern product team

From
Free
Rated
-
Full reviewWebsite
Kustomer logo

Kustomer

Software

The future of customer service

From
On request
Rated
-
Full reviewWebsite

The short version

  • Only Heap has a free tier, so it costs nothing to try first.
  • Each has a real cost: Heap no built-in A/B testing or feature flags; requires integration with separate tools for experimentation; Kustomer pricing not published; requires customised sales assessment and quote for exact costs
  • They diverge on capability: Heap covers Autocapture, Kustomer covers Unified customer view.

Where they differ

Only the attributes on which Heap and Kustomer actually diverge.

Attributes where Heap and Kustomer differ
AttributeHeapKustomer
Starting priceFreeOn request
Pricing modelUnknownquote
Free tierYesNo
PlatformsWeb, iOS, AndroidWeb, Cloud
Founded20132015

Identical on both: user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Heap

  • Autocapture
  • Retroactive analytics
  • Session replay
  • Funnel analysis
  • User segmentation
  • Path analysis
  • Data science
  • Virtual events

Only in Kustomer

  • Unified customer view
  • AI automation
  • Omnichannel
  • Workflow automation
  • Knowledge base
  • Analytics
  • Shopify
  • Magento

Both cover

  • SOC2
  • GDPR

What people use each for

The jobs each tool is most often brought in to do.

Heap

  • User behavior analysisnot Kustomer
  • Conversion optimizationnot Kustomer
  • Product adoptionnot Kustomer
  • Customer journey mappingnot Kustomer
  • A/B testing analysisnot Kustomer

Kustomer

  • Large B2C and B2B organisations managing 600+ customer support interactions across omnichannel platformsnot Heap
  • Retail, financial services, travel and hospitality sectors requiring integrated AI-powered supportnot Heap
  • Enterprises seeking customer 360 views and advanced workflow automationnot Heap

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Heap

  • No built-in A/B testing or feature flags; requires integration with separate tools for experimentation
  • Group analytics and advanced features require a sales conversation, not self-serve
  • Cloud-only deployment; no self-hosted option for data security or compliance requirements
  • Session replay lacks developer debugging tools compared to PostHog
  • Pricing for Growth and Pro plans requires direct sales contact; no transparency on how pricing scales

Kustomer

  • Pricing not published; requires customised sales assessment and quote for exact costs
  • Voice (call), SMS, and WhatsApp support operate on separate pay-as-you-go pricing models
  • Customisation-based pricing structure means no transparent cost comparison with competitors

Pricing, plan by plan

Heap

Free
  • FreeFree
    • Up to 10,000 monthly sessions
    • Basic charts
    • 6 months data history
  • Growth$null/custom
    • Custom session pricing
    • Sense AI assistant
    • 12 months data history
  • Pro$null/custom
    • Custom session pricing
    • Account analytics
    • Engagement matrix
  • Premier$null/custom
    • Custom session pricing
    • Data warehouse integration
    • Unlimited projects

Kustomer

On request

No published plan breakdown. See the Kustomer review.

Which should you pick?

Choose Heap if

  • You need autocapture.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want retroactive analytics.
Heap review

Choose Kustomer if

  • You need unified customer view.
  • You work on Web, Cloud.
  • You also want ai automation.
Kustomer review

Questions people ask

Is Heap or Kustomer better?
Neither clearly leads. Heap starts at Free and Kustomer at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Heap or Kustomer?
Heap has a free tier; the other does not. Paid plans start at Free for Heap and On request for Kustomer.
Does Heap or Kustomer run on more platforms?
Heap runs on Web, iOS, Android. Kustomer runs on Web, Cloud.
Can I use Heap for free?
Yes. Heap has a free tier, so you can try it without paying. Kustomer starts at On request.
What is Heap best used for?
Heap is most often used for user behavior analysis, conversion optimization, product adoption, customer journey mapping. Of those, user behavior analysis and conversion optimization are not what Kustomer is typically brought in for.
What can Heap do that Kustomer cannot?
Heap covers Autocapture, Retroactive analytics, Session replay, Funnel analysis. Kustomer covers Unified customer view, AI automation, Omnichannel, Workflow automation. Both handle SOC2, GDPR.

Answered from the vendors’ own pages

Heap: What does Heap's autocapture feature do?

Heap's autocapture is a single code snippet that automatically captures every click, swipe, tap, pageview, and form fill on your website and apps without requiring manual event setup. Once installed, Heap captures the entire digital experience of every user on every platform with no ongoing engineering maintenance needed.

Source
Heap: What are Heap's pricing plans and how much do they cost?

Heap offers a Free plan for up to 10,000 monthly sessions. Growth, Pro, and Premier plans use custom session-based pricing that requires contacting sales for a quote. Free includes basic charts and 6 months data history. Growth adds the Sense AI assistant. Pro adds account analytics. Premier adds data warehouse integration and dedicated customer success management.

Source
Heap: Does Heap include session replay and A/B testing?

Heap includes integrated session replay showing exactly what users did on your site. However, Heap does not include built-in A/B testing or feature flags. Teams requiring these capabilities must use separate tools or integrate with third-party platforms.

Source
Heap: What integrations does Heap support?

Heap supports over 100 integrations connecting to business tools including marketing platforms, CRMs, and data warehouses. This allows insights to reach relevant teams and ensures data flows to other business systems automatically.

Source
Heap: Does Heap offer self-hosting or is it cloud-only?

Heap is cloud-only and does not offer self-hosted options. Organizations requiring on-premises deployment should consider alternatives like PostHog which supports self-hosting alongside its cloud product.

Source
Heap: What is Sense and how does it help with analytics?

Sense Chat is Heap's AI assistant that enables users to access analytics without extensive technical knowledge. It allows teams to ask questions about user behavior and get answers directly without lengthy onboarding or technical expertise, making insights more accessible to non-technical stakeholders.

Source
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