Software · head to head
Kustomer vs Salesforce Service Cloud
Salesforce Service Cloud
Software
Customer service software that powers loyalty
- From
- $25/month
- Rated
- -
The short version
- Each has a real cost: Kustomer pricing not published; requires customised sales assessment and quote for exact costs; Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
- They diverge on capability: Kustomer covers Unified customer view, Salesforce Service Cloud covers Case management.
Where they differ
Only the attributes on which Kustomer and Salesforce Service Cloud actually diverge.
| Attribute | Kustomer | Salesforce Service Cloud |
|---|---|---|
| Starting price | On request | $25/month |
| Pricing model | quote | subscription |
| Platforms | Web, Cloud | Web, Ios, Android |
| Founded | 2015 | 1999 |
Identical on both: free tier (No), 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 Kustomer
- Unified customer view
- AI automation
- Omnichannel
- Workflow automation
- Knowledge base
- Shopify
- Magento
Only in Salesforce Service Cloud
- Case management
- Omnichannel routing
- AI-powered bots
- Field service
- Self-service
- Salesforce CRM
- Slack
- MuleSoft
Both cover
- Analytics
- SOC2
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Kustomer
- Large B2C and B2B organisations managing 600+ customer support interactions across omnichannel platformsnot Salesforce Service Cloud
- Retail, financial services, travel and hospitality sectors requiring integrated AI-powered supportnot Salesforce Service Cloud
- Enterprises seeking customer 360 views and advanced workflow automationnot Salesforce Service Cloud
Salesforce Service Cloud
- Enterprise customer servicenot Kustomer
- Field servicenot Kustomer
- Self-service portalsnot Kustomer
- AI-powered supportnot Kustomer
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
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
Salesforce Service Cloud
- The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
Pricing, plan by plan
Kustomer
On requestNo published plan breakdown. See the Kustomer review.
Salesforce Service Cloud
$25/month- Essentials$25/month
- Case management
- Knowledge base
- Web & email support
- Professional$80/month
- CTI
- Omni-channel routing
- Custom reports
- Enterprise$165/month
- Web API
- Einstein AI
- Workflow automation
- Unlimited$330/month
- 24/7 support
- Configuration services
- Premier success
Which should you pick?
Choose Kustomer if
- You need unified customer view.
- You work on Web, Cloud.
- You also want ai automation.
Choose Salesforce Service Cloud if
- You need case management.
- You work on Web, Ios, Android.
- You also want omnichannel routing.
Questions people ask
- Is Kustomer or Salesforce Service Cloud better?
- Neither clearly leads. Kustomer starts at On request and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Kustomer or Salesforce Service Cloud?
- Kustomer starts at On request and Salesforce Service Cloud at $25/month.
- Does Kustomer or Salesforce Service Cloud run on more platforms?
- Kustomer runs on Web, Cloud. Salesforce Service Cloud runs on Web, Ios, Android.
- What is Kustomer best used for?
- Kustomer is most often used for large b2c and b2b organisations managing 600+ customer support interactions across omnichannel platforms, retail, financial services, travel and hospitality sectors requiring integrated ai-powered support, enterprises seeking customer 360 views and advanced workflow automation. Of those, large b2c and b2b organisations managing 600+ customer support interactions across omnichannel platforms and retail, financial services, travel and hospitality sectors requiring integrated ai-powered support are not what Salesforce Service Cloud is typically brought in for.
- What can Kustomer do that Salesforce Service Cloud cannot?
- Kustomer covers Unified customer view, AI automation, Omnichannel, Workflow automation. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Analytics, SOC2, Web support, Ios support.