Cognigy vs Kustomer: who uses which
Customers, public proof and the companies that use both.
On usedby, 58 companies use Cognigy and 32 use Kustomer. No company is listed with both yet. Cognigy leads among the Travel & Hospitality companies on usedby that use either tool, Kustomer among the E-commerce & D2C companies.Latest check Oct 8, 2026: 87 of 90 public lines checked. Counts include every proof level, job-post signals included. Companies named on both have a confirmed or observed line on each side.
Who uses Cognigy, Kustomer, or both
Every company with a public proof for at least one of the two tools.
58
use only Cognigy
0
companies use both
32
use only Kustomer
58 companies use only Cognigy, 32 use only Kustomer and 0 use both, out of the 90 companies on usedby that use at least one of them.
Where it lands
Newest customers
Where it lands
Newest customers
We have not started tracking changes for Kustomer yet.
Who uses both
Companies with a confirmed or observed line on both tools.
By industry
Which tool the companies on usedby use, by industry. Shares of the companies on usedby that use Cognigy, Kustomer or both: a share of the companies on usedby, not of the market.
Cognigy onlyBothKustomer only
More common with Cognigy
- Travel & Hospitality4 of the 6 Travel & Hospitality companies on usedby that use either tool use Cognigy.
- Telecommunications5 of the 5 Telecommunications companies on usedby that use either tool use Cognigy.
More common with Kustomer
- E-commerce & D2C9 of the 10 E-commerce & D2C companies on usedby that use either tool use Kustomer.
- Fashion & Apparel6 of the 8 Fashion & Apparel companies on usedby that use either tool use Kustomer.
Source: confirmed and observed usedby lines. Job-post signals, the weakest proof level, are left out of these shares.
Side by side
Facts from our data and from each vendor's public pages. Each line says where it comes from.
CognigyKustomerWhat customers report
Results as the vendor or the customer published them, with the source and the date.
Cognigy
80% cost reduction from handled queries
Lippert
Vendor case study, cognigy.com, captured Oct 8, 2026
30 seconds saved per call
Mister Spex
Vendor case study, cognigy.com, captured Oct 8, 2026
Kustomer
chat grew from 36% to 66% of all inbound volume in under 9 months
MeUndies
Vendor case study, kustomer.com, captured Oct 3, 2026
How Coterie Baby uses Kustomer
Coterie Baby
Vendor case study, kustomer.com, captured Oct 3, 2026
Questions about Cognigy and Kustomer
Which is used more, Cognigy or Kustomer?
Cognigy has more customers on usedby: 58 against 32 for Kustomer. Cognigy leads among the Travel & Hospitality companies on usedby that use either tool, Kustomer among the E-commerce & D2C companies.
Do companies use both Cognigy and Kustomer?
usedby has not found a company with a confirmed or observed line on both Cognigy and Kustomer yet.
Who uses Cognigy?
58 companies on usedby, each with the public page that shows it. See who uses Cognigy.
Who uses Kustomer?
32 companies on usedby, each with the public page that shows it. See who uses Kustomer.
How does usedby count customers?
A company counts when a public page shows it: a vendor's customer page, a case study, a press release or a job post, most saved with a dated capture. Every line is a customer, at one of three proof levels: confirmed, observed or signal (a job post, the weakest). A company is named as using both tools when its lines on both are confirmed or observed.