Kustomer vs Re:amaze
Kustomer and Re:amaze, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Kustomer
AI-native customer service platform and CRM. Unifies AI agents, omnichannel, and CRM in one timeline.
Best for Mid-market to enterprise retail, travel, and finance replacing legacy ticketing (e.g. Turo, Everlane, Sweetgreen).
2015 · New York, NY
Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- KustomerPer-seat, annual; two plans (Enterprise, Ultimate); voice/SMS/WhatsApp pay-as-you-go on top.
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Free plan
- KustomerNo
- Re:amazeNo
- Free trial / guarantee
- KustomerNot disclosed
- Re:amaze14 days (all Plus features, no card).
- Price
- KustomerEnterprise ~$89/seat/mo (annual). · Ultimate ~$139/seat/mo (annual).(3rd-party)source
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Unlimited agents
- KustomerNo. Seat-based.
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Implementation fee
- KustomerPaid add-on; price not disclosed.
- Re:amazeNone listed.
- Transparency
- KustomerLow. Base prices not published; Talk to Sales required.
- Re:amazeHigh. Prices public.
- Pricing last verified
- Kustomer2026-06-02
- Re:amaze2026-06-02
Channels
Where each tool can talk to customers.
- KustomerNative
- Re:amazeNative
- Live chat
- KustomerNative
- Re:amazeNative
- In-app messenger
- KustomerNative (web/mobile SDKs).
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Voice
- KustomerNative (Kustomer Voice; $0.02/min US/CA inbound).
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- SMS
- KustomerNative (pay-as-you-go).
- Re:amazeNative (Mobile SMS core channel).
- KustomerNative (up to 5 accounts; Meta fee + 20% markup).
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Social
- KustomerNative (up to 50 FB pages, 50 IG accounts).
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- KustomerNative. AI-powered voice native; also 8x8, Aircall, Amazon Connect, Cordless integrations.
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Voice AI / transcription
- KustomerAI conversation summaries confirmed; real-time transcription not explicit; PCI redaction across voice.
- Re:amazeNot disclosed.
- Telephony billed separately
- KustomerYes. Pay-as-you-go from $0.02/min US/CA.
- Re:amazeNot disclosed.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- KustomerYes. Concierge customer-facing agent. Multi-step workflows, refunds, subscriptions, GET/POST/PUT/DELETE API calls.
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Copilot / Assist mode
- KustomerYes. Envoy (ex KIQ Agent Assist): suggested responses, summaries, text enhancement, 2-way translation.
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- Claimed automation rate
- Kustomer70% of chat fully automated (Vuori); 98% WhatsApp AI-powered (unnamed); copilot up to 65% efficiency.(claimed)source
- Re:amazeNot disclosed.
- AI channel coverage
- KustomerChat, email, voice, SMS, WhatsApp, forms.
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Agentic actions (API) vs answer-only
- KustomerActions via API. Refunds, subscription changes, shipment tracking (GET/POST/PUT/DELETE).
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Knowledge sources
- KustomerKB articles, public web pages, full CRM timeline (purchase history, conversations, loyalty), Guru integration.
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Underlying model
- KustomerOpenAI (GPT-3.5/GPT-4), Anthropic, AWS Bedrock; Amazon Translate.
- Re:amazeNot disclosed.
- Trains on past tickets
- KustomerCustomer data not used to train global models; OpenAI zero-retention.
- Re:amazeNot stated; summarization implies some contextual use.
- Pre-deploy simulation / sandbox
- KustomerYes. AI Evaluations (hundreds of test conversations); Automation Assistant flags conflicts pre-launch; sandbox.
- Re:amazeNot disclosed.
- Multilingual
- KustomerYes. 2-way translation in 53 languages; agent templates in FR/NL/DE/Amharic.
- Re:amazeNot disclosed.
- Runs on your existing helpdesk vs native-only
- KustomerNative only. The Kustomer AI layer needs the Kustomer platform for full functionality.
- Re:amazeNative only.
- AI pricing model
- KustomerCustomer-facing agents per engaged conversation; rep copilot per user/mo.(3rd-party)source
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- AI unit price
- Kustomer$0.60 per engaged conversation (add-on).(3rd-party)source
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Copilot / Assist price
- Kustomer$40/user/mo (AI for Reps/Envoy); historically $39 KIQ Agent Assist.(3rd-party)source
- Re:amazeBundled into paid plans, no separate price.
How Open.cx compares
Open.cx runs on top of Kustomer or Re:amazeas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- KustomerSOC 2 Type II.
- Re:amazeNot disclosed.
- GDPR
- KustomerYes. Data processor; DPA; US and EU hosting; CCPA.
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- HIPAA / PCI
- KustomerPaid add-on (Enterprise/Ultimate); BAA; requires SSO+MFA.
- Re:amazeNot disclosed.
- SSO / SAML
- KustomerYes. SAML; Google and MS365 SSO; SCIM.
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Data residency
- KustomerAWS US and EU via sub-processors; customer-selectable residency not disclosed.
- Re:amazeNot disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Kustomer~60+ integrations.(3rd-party)source
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Shopify depth
- KustomerDeep native. One-click; full order history, SKUs, images, LTV; process returns/exchanges; Shopify Plus.
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Open / public API
- KustomerYes. REST API + webhooks; MCP server.
- Re:amazeYes. RESTful JSON API.
- Developer SDK / MCP
- KustomerYes. Chat SDKs (web, iOS, Android, React Native); Apps Platform.
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- KustomerYes. Visual builder with Workflow Assistant (AI-guided).
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Triggers / automations
- KustomerYes. Up to 200 business rules; message-attribute AI activation; Automation Assistant.
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Routing
- KustomerYes. Smart routing, business-hours-aware, team filtering, queue routing.
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Macros / canned responses
- KustomerYes. Shortcuts; AI-suggested responses.
- Re:amazeYes. Macros plus Quick Answers templates.
- SLA management
- KustomerYes. SLA management with visual dashboard; up to 10 queues/teams.
- Re:amazeYes. SLA expiration triggers; reminders.
Collaboration
How support teams work a queue together.
- Internal notes
- KustomerYes. Visible to team; @mentions.
- Re:amazeYes. Staff-only, @mentions.
- Collision detection
- KustomerYes. Presence indicators when multiple agents view.(3rd-party)source
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Side conversations
- KustomerNot disclosed (notes/@mentions confirmed).
- Re:amazeYes. Private replies/forwarding to third parties.
- Shared inbox
- KustomerYes. Unified omnichannel timeline.(claimed)source
- Re:amazeYes. Unified shared inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- KustomerYes. SEO-optimized; internal and public; theme builder, multi-brand/language.
- Re:amazeYes. Customizable branded FAQ/help center.
- Help center
- KustomerYes. Customer portal with search; request submission and tracking.
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Community forum
- KustomerYes. Referenced as help center component.
- Re:amazeNot offered.
- AI answers from knowledge base
- KustomerYes. Concierge surfaces AI answers from KB; KB Assistant improves accuracy.
- Re:amazeYes. KB trains AI Agent/chatbots; AI FAQ Bot; article drafts.(claimed)source
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- KustomerYes. Prebuilt dashboards (volume, handle time, CSAT, SLA); real-time.
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Custom reports
- KustomerYes. Chart Editor; Data Explorer (NL analytics).
- Re:amazeBuilt-in reporting; custom-build unclear.
- Included in lowest tier
- KustomerReporting in base platform (no tier gating noted).(claimed)source
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
- CSAT surveys
- KustomerYes. Native CSAT; real-time tracking; AI Evaluations scores every AI interaction.
- Re:amazeYes. Automated satisfaction surveys.(claimed)source
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- KustomerImplementation services paid add-on; vendor-managed onboarding; ~2 months typical.
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Support channels
- KustomerHelp Center, community portal; direct channels not public.
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Dedicated CSM
- KustomerEvery customer gets a CSM.
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Implementation partners
- KustomerYes. Referral/Reseller/Developer/Integration partner tiers.
- Re:amazeYes. Silver/Gold/Platinum partner program.