When you’re evaluating CX technology, it’s easy to get lost in feature lists, acronyms, and promises of “transformation.”

To cut through the noise, we put KODIF side by side with Kustomer, one of the better-known platforms in the space.

Both aim to help teams deliver better customer experiences, but the way they go about it is very different. And in 2025, those differences matter more than ever—especially for ecommerce brands trying to scale support without sacrificing quality.

At a glance

KODIF and Kustomer both aim to improve customer experience, but they take very different approaches. Kustomer is best known as an omnichannel CRM and case management tool, centralizing conversations across channels.

KODIF, on the other hand, is built for resolution-first automation—AI that doesn’t just deflect or triage, but actually does things like processing refunds, updating subscriptions, or handling returns.

Here’s how the two platforms compare side by side:

What this means in practice

Think about what happens when a customer reaches out to pause their subscription.

• With a deflection-first approach, they might get pointed to an FAQ or wait for a human agent.
• With KODIF, the AI actually pauses the subscription—right there, in real time—and confirms the change.

That’s the core difference. One points to answers; the other takes action.

The big differences

1. Resolution vs. deflection

• Kustomer often measures automation success through deflection: routing, FAQ suggestions, or containment rates. That trims queues but doesn’t necessarily fix problems.

• KODIF is designed for resolution-first automation. Instead of pointing to an article, the AI actually acts: refunding, pausing a subscription, rescheduling delivery, or escalating with full context.

Why it matters: customers feel taken care of, not brushed off, and CX leaders see retention, higher CSAT, and revenue impact.

Real numbers from real brands

KODIF consistently hits resolution rates between 76% and 92%, depending on the type of request:

• Technical support: 92% resolution
• Order & shipping: 88% resolution
• Account management: 76% resolution

These aren’t just “deflected” tickets—they’re resolved. The customer’s issue is handled, and your team didn’t have to lift a finger.

For example, Good Eggs saw a 40% reduction in Average Handle Time after implementing KODIF, while still maintaining consistently high-quality support. That’s what happens when AI actually resolves issues instead of just routing them.

2. Who controls automation

• Kustomer: Admins or ops teams typically configure automation. More advanced workflows often require technical help or custom dev.
• KODIF: Gives control to CX teams with a no-code builder. Policies change in the morning, automation is updated by lunch.

Why it matters: agility. CX leaders don’t have to wait on engineering to keep automations current.

No-code means you own it

Here’s what that looks like in practice with KODIF:

• You describe what you want in plain English: “If a customer asks to skip their next delivery and they have an active subscription, skip the delivery and confirm.”
• KODIF turns that into an executable workflow—no coding, no engineering ticket.
• Need to tweak something? Update it yourself in minutes.

This is a big deal when you’re dealing with fast-moving ecommerce. Promotions change. Policies evolve. Seasonal spikes hit unexpectedly. With KODIF, your CX team can adapt on the fly without waiting days (or weeks) for technical resources.

Nom Nom’s team loved this aspect—they called KODIF’s low-code/no-code approach “incredibly easy” and didn’t need engineering support to get up and running.

3. Integrations and ecosystem

• Kustomer: Connects well with CRM, marketing, and support tools. But depth of integration can vary, especially for ecommerce workflows.
• KODIF: Built with ecommerce + subscription brands in mind. Deep integrations with Shopify, Recurly, Skio, Klaviyo, LoopReturns, ShipMonk, and 100+ more.

Why it matters: agentic commerce requires AI that can act in the systems your customers care about, not just surface info.

The difference between “connected” and “actionable”

A lot of platforms can connect to Shopify or your subscription management tool. But there’s a big difference between pulling up order info and actually doing something with it.

KODIF’s integrations are built for action:

• Process refunds directly through your payment system
• Generate return labels automatically via Loop Returns or Returnly
• Modify subscriptions in Recharge, Skio, or OrderGroove
• Apply discounts or loyalty points in real time
• Update customer profiles across your tech stack

This is what makes automation feel seamless to your customers. They ask for something, and it happens—no “let me check with someone and get back to you.”

4. Outcomes and metrics

• Kustomer: Great for managing cases in one place and ensuring nothing falls through the cracks.
• KODIF: Optimized for measurable business outcomes: containment and resolution, retention saves, AOV growth, and customer insights captured automatically.

Why it matters: you need to know that your CX investment is actually moving the needle—not just keeping tickets organized.

What success looks like with KODIF

Here are some real outcomes from brands using KODIF’s AI automation:

• Dollar Shave Club: 6x growth in containment, 3x increase in AI agent ticket coverage
• Nom Nom: First Reply Time dropped from 3 days to just 9 minutes
• Good Eggs: 40% reduction in Average Handle Time, 800+ CX agent hours saved
• ReserveBar: 93% CSAT with 850 agent hours saved

These aren’t vanity metrics. They translate directly into cost savings, happier customers, and teams that can focus on the complex stuff that actually needs a human touch.

Beyond deflection: the full customer journey

One thing that sets KODIF apart is coverage across the entire customer journey—not just post-purchase support.

• Pre-purchase: Cart recovery, product discovery, guided selling, sizing questions
• Post-purchase: Order tracking, returns, exchanges, subscription management, retention offers

This creates what we call a “data flywheel.” The more interactions KODIF handles, the smarter it gets about your customers—and the more value it delivers over time.

Bottom line

If your main challenge is managing omnichannel support within a centralized CRM, Kustomer is a strong choice. It’s been around since 2015, has solid enterprise credentials, and offers a unified view of customer interactions across channels.

But if you want automation that goes beyond deflection—automation that resolves customer problems, drives retention, and gives CX teams control—KODIF was built for that.

A few things to consider

The right choice depends on your priorities. But for ecommerce and subscription brands looking to scale support while actually improving the customer experience, KODIF delivers where it counts.

More interested in KODIF?

Here are some more details on KODIF and what we can do.

How KODIF’s AI workforce works

KODIF operates as an AI workforce for ecommerce brands, with specialized agents for different needs:

• Tier 1 AI Agent: Handles chat, connects to your helpdesk and ecommerce platform for real-time info and human handoffs
• Tier 2 AI Agent: Manages email and SMS with authenticated, high-personalization experiences
• Super Agent: Works across all channels with advanced personalization and brand/geography segmentation

Plus, you get AI Specialists that work behind the scenes:

• AI Manager: Oversees your AI agents, identifies knowledge gaps, runs testing, and alerts you to volume spikes
• AI Analyst: Tags conversations, provides insights for product improvements, and surfaces trends you’d otherwise miss

See it in action

Want to learn even more and see it all in action? Book a demo!

We’ll walk you through exactly how KODIF can work with your existing stack—whether you’re on Zendesk, Gorgias, or even Kustomer—and show you what resolution-first automation looks like for your specific use cases.