Kustomer vs. Scratchpad: Comparing Best CRM Solutions 2026

Overview: Kustomer and Scratchpad as CRM Category solutions.

Kustomer: Kustomer delivers faster, richer customer experiences with omnichannel messaging and a unified customer view. AI-powered automations enhance service efficiency.

Scratchpad: Scratchpad, the AI-powered workspace for sales teams, eliminates stale spreadsheets and process struggles. Loved by sales teams with 1,400 reviews and a 4.8-star rating on G2.

This comparison of Kustomer vs. Scratchpad draws on 3837 Cuspera insights from customer stories. The use cases and topics below show where the two products overlap and where each one stands apart.

Kustomer supports Centralized customer support operations, Customer support workflow automation, Omni-channel customer support automation, Omnichannel customer service management, etc.

Scratchpad supports Automating Salesforce CRM updates, Salesforce CRM automation for sales teams, Sales process automation and standardization, Sales admin automation and reduction, etc.

Kustomer covers Customer engagement, Customer support, Customer service management, Customer support automation, etc.

Scratchpad covers Sales automation, Sales process management, Sales process automation, CRM data management, etc.

Top use cases: Kustomer vs Scratchpad

Use cases tied to Kustomer and Scratchpad from verified data sources. Click any use case for supporting evidences.

Kustomer Scratchpad

Top Capabilities: Kustomer vs Scratchpad

Lengths: relative topic prominence (square-root scale) · Labels: comparison split. Click any item for supporting evidences.

Kustomer
Shared
Scratchpad
Kustomer only
Scratchpad only

Deployed Market Segments: Kustomer vs Scratchpad

Share of peer evidence by company size for Kustomer and Scratchpad. Each product segments add up to 100%. Click any segment for supporting evidence.

Kustomer 100%
Scratchpad 100%

Kustomer and Scratchpad: Best activities based on customer satisfaction

Kustomer in Action: Unique Activities

How efficiently Does Kustomer manage your Engagement Management?
Kustomer helps businesses communicate with customers through various channels, including text, email, and social media. It organizes interactions and provides agents with customer history to ensure personalized and efficient service. However, Kustomer may not be suitable for companies with complex customer interaction needs.
"...Kustomer has increased our customer engagement and decreased our workload...." Peer review by Anthony Constantino, CEO, Sticker Mule
How efficiently Does Kustomer manage your Contact List Management?
Kustomer provides a comprehensive contact list management system. It allows agents to view the entire history of customer interactions, including chats, emails, and internal notes. This historical context helps agents provide personalized service and handle complex issues effectively. Kustomer can handle complex scenarios but the large number of notifications can be overwhelming.
"...It helps us pass customer contacts across departments and respond to them quickly and effectively...." Peer review by Director in Customer Service
How does Kustomer address your Customer Feedback Management Challenges?
Kustomer allows businesses to gather customer feedback from various sources, such as emails, chats, and surveys. The platform offers tools to analyze and organize this feedback, enabling companies to identify trends and insights. This information assists companies in improving customer service, resolving issues, and increasing customer satisfaction.
"...Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible. ...." Peer review by Maija P., Operations Associate, Information Technology and Services

Scratchpad in Action: Unique Activities

How can Scratchpad optimize your Forecasting Workflow?
Scratchpad streamlines sales forecasting by simplifying pipeline management and opportunity updates. This tool allows for efficient adjustments to forecasts, saving time and improving accuracy. As a result, sales teams experience increased productivity and a cleaner CRM system.
"...The compounding benefits across your sales team will results in higher revenue numbers, a happier sales team, and a cleaner CRM with better forecasting...." Peer review by Derek W., Sr. Account Executive, UserGems
How does Scratchpad facilitate Workflow Management?
Scratchpad helps users manage their workflows by providing a central location for notes, tasks, spreadsheets, and processes. Users can customize the platform to fit their specific needs and easily integrate it with existing systems like Salesforce. While Scratchpad offers a comprehensive workflow management solution, it currently lacks the ability to send emails directly through Salesloft.
"...I love the ability to handle all of my tasks and call notes in one simple to use workflow...." Peer review from Computer Software
How can Scratchpad enhance your Pipeline Management process?
Scratchpad helps sales professionals manage their pipelines efficiently. nIt streamlines tasks and notes, centralizing information and improving forecasting accuracy. nThis leads to better pipeline visibility for management and saves time for sales teams.
"...Pipeline management!!!..." Peer review by Brandan T., Mid Market Sr. Account Executive (IPO)
How can Scratchpad enhance your Training & Onboarding process?
Scratchpad offers a comprehensive onboarding experience that is tailored to the user's needs. The onboarding process is designed to help new users quickly learn how to use the platform effectively. Scratchpad's customer success team is dedicated to assisting users throughout the onboarding process.
"...Until yesterday, when I received personalized onboarding from Scratchpad...." Testimonial by Matt McSpiritt, Account Executive, Segment

News

Latest Kustomer news

Kustomer Continues to Build Its AI Engine Around a Simple Idea ...

Kustomer launched the Kustomer Architect to enhance AI-driven customer experience, focusing on outcomes like satisfaction and revenue growth. HexClad uses Kustomer's platform to reduce costs and boost loyalty. The platform integrates customer data, workflows, and AI, enabling brands to transform reactive support into strategic CX. Kustomer emphasizes AI's role in driving business growth and customer retention.

20/05/2026 - source