Intercom vs Kustomer

Intercom and Kustomer both serve enterprise customer service needs but with different strengths. Intercom combines support, marketing, and sales messaging in one platform, while Kustomer focuses specifically on omnichannel customer service with advanced CRM capabilities.

Intercom maintains a 4.5/5 G2 rating for its versatile messaging platform, while Kustomer earns 4.4/5 for its specialized customer service features and timeline-based conversation management.

Intercom excels at conversational marketing with features like Product Tours, Advanced Lead Qualification, and automated messaging sequences. Its Resolution Bot handles common support queries, while Custom Actions integrate with external tools for workflow automation.

Kustomer specializes in customer service with its timeline-based interface showing complete customer interaction history across all channels. Features include advanced routing, workforce management, real-time analytics, and deep CRM integration. Its omnichannel approach unifies voice, email, chat, SMS, and social media.

For enterprise needs, Kustomer provides more sophisticated customer service tools like predictive routing and advanced reporting, while Intercom offers broader business communication capabilities beyond just support.

Intercom pricing ranges from $29 to $132 per seat monthly for support features, but marketing tools (starting at $74/month) and sales tools require separate subscriptions. Advanced features like Product Tours ($499/month) can significantly increase total costs.

Kustomer uses enterprise pricing from $89 to $139 per user monthly, positioning itself as a premium customer service solution. While more expensive than Intercom's base support plan, Kustomer includes comprehensive omnichannel features without additional module costs.

Choose Intercom if you want integrated marketing and sales tools alongside support. Choose Kustomer if you need advanced customer service features and comprehensive omnichannel management.

Choose Intercom if: You want to combine support with marketing and sales messaging, need extensive automation and bot capabilities, or prefer modular pricing for specific features.

Choose Kustomer if: You're focused specifically on customer service excellence, need advanced omnichannel capabilities, or want comprehensive CRM integration without additional modules.

For teams wanting enterprise features without complexity, Converge provides up to 15 agents at $49/month flat - offering advanced functionality at a fraction of either platform's cost.