Kustomer vs Observe Ai: who uses which
Customers, public proof and the companies that use both.
On usedby, 32 companies use Kustomer and 24 use Observe Ai. No company is listed with both yet. Kustomer leads among the E-commerce & D2C companies on usedby that use either tool.Latest check Oct 5, 2026: 55 of 56 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 Kustomer, Observe Ai, or both
Every company with a public proof for at least one of the two tools.
32
use only Kustomer
0
companies use both
24
use only Observe Ai
32 companies use only Kustomer, 24 use only Observe Ai and 0 use both, out of the 56 companies on usedby that use at least one of them.
Where it lands
Newest customers
We have not started tracking changes for Kustomer yet.
Where it lands
Newest customers
We have not started tracking changes for Observe Ai 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 Kustomer, Observe Ai or both: a share of the companies on usedby, not of the market.
Kustomer onlyBothObserve Ai only
More common with Kustomer
- E-commerce & D2C9 of the 9 E-commerce & D2C companies on usedby that use either tool use Kustomer.
- Fashion & Apparel6 of the 6 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.
Kustomer
Observe AiWhat customers report
Results as the vendor or the customer published them, with the source and the date.
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
Observe Ai
With 100% QA coverage—up from just 2%
Personify Health
Vendor case study, observe.ai, captured Oct 5, 2026
Elevated focus of 90+ advisors toward high-value, learner-centered conversations
Boundless Learning
Vendor case study, observe.ai, captured Oct 5, 2026
Questions about Kustomer and Observe Ai
Which is used more, Kustomer or Observe Ai?
Kustomer has more customers on usedby: 32 against 24 for Observe Ai.
Do companies use both Kustomer and Observe Ai?
usedby has not found a company with a confirmed or observed line on both Kustomer and Observe Ai yet.
Who uses Kustomer?
32 companies on usedby, each with the public page that shows it. See who uses Kustomer.
Who uses Observe Ai?
24 companies on usedby, each with the public page that shows it. See who uses Observe Ai.
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.