Kustomer 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Kustomer

4.6

(79)

Pricing

Starting at $89.00 per month

About Kustomer

Kustomer is a cloud-based solution, which helps small to large businesses streamline communication and provide client support via multiple channels. Key features include sentiment analysis, live agent auditing, workflow creation, proactive messaging, agent routing, role-based permissions and reporting.

The solution enables agents to access past conversations or order histories, segment customer groups, and resolve inquiries within a customizable workspace. Kustomer allows team members to maintain a single-threaded conversation with clients through SMS, voice, social media, email and more without switching screens. Additionally, supervisors can use the application to monitor the status of agents, available capacity and assigned queues in real-time.

Kustomer facilitates integration with various third-party platforms including Amazon Connect, Talkdesk, Dialpad, Aircall, Twitter, Olark, Facebook Messenger, Twilio, Five9, Solvvy, Zingtree, Gmail, Shopify, SurveyMonkey and Klaus using APIs and Webhooks. It is available on annual subscriptions and support is provided via chat, email and documentation.

Kustomer Screenshots

Kustomer Pricing and Plans

Starting price: $89.00 per month

Free Trial

Free Version

Enterprise

$89.00

per user, per month

Plan includes:

Multi-Channel Communication
Voice Provider Integration
Proactive Service
Actionable Integrations
Business Process Automation
Standard and Custom Reporting
Multilingual Support
Satisfaction Measurement and Reporting
Language Detection
Sentiment Analysis

Ultimate

$139.00

per user, per month

Plan includes:

Workflow & automation options
Data storage
Agent productivity
Knowledge base
Notifications
Security

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Kustomer Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of Kustomer
Access Controls/Permissions
Activity Dashboard
Activity Tracking
AI Copilot
AI/Machine Learning
Alerts/Notifications
API
Augmented Analytics
Automated Responses
Autoresponders
Call Routing
Canned Responses
Chatbot
Chat/Messaging
Client Portal
Collaboration Tools
Communication Management
Configurable Workflow
Contact Database
Contact Management
Contextual Guidance
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customer Support
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Drag & Drop
Email Management
Email Templates
Engagement Tracking
Event Triggered Actions
Feedback Management
Help Desk Management
Inbox Management
Intent Recognition
Interaction Tracking
Knowledge Management
Language Detection
Lead Capture
Live Chat
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Natural Language Processing
Negative Feedback Management
Performance Management
Performance Metrics
Predictive Analytics
Prioritization
Proactive Chat
Process/Workflow Automation
Query Suggestions
Real-Time Analytics
Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
Reporting/Analytics
Returns Management
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
SMS Messaging
Social Media Integration
SSL Security
Support Ticket Management
Survey/Poll Management
Tagging
Template Management
Text Analysis
Third-Party Integrations
Ticket Management
Transcripts/Chat History
Trend Analysis
Visual Analytics
Voice Mail
Widgets
Workflow Management

Kustomer Integrations

SurveyMonkey

Twilio

Fivetran

Looker

Operations Hub

Slack

See all 66 integrations

Kustomer User Reviews

Overall Rating

4.6

Ratings Breakdown

68%

28%

Secondary Ratings

Ease of Use

4.6

Value for money

4.4

Customer support

4.7

Functionality

4.6

Jisselle B.

Verified reviewer

Food & Beverages

11-50 employees

Used daily for more than 2 years

Review source

Reviewed June 2022

Kustomer is a great omnichannel CRM!

I love that Kustomer is so sleek and well-designed. It isn't clunky, or hard to use. It's really streamlined. The reporting is A+, it's very in-depth for not just the customers but also your team. It works really well in tracking team performance and productivity, as well.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I love the VERY in-depth reporting! No other HelpDesk or CRM has such thorough reporting. Having full visibility of the customer insights, help with retention and growth!

Cons:

It's on the expensive side. They only take on companies that can purchase 8+ seats, so it's not suitable for smaller businesses.

Reasons for choosing Kustomer

Kustomer's design won us over! It was again very sleek, the UI is really streamlined. UX is easy!

Reasons for switching to Kustomer

ZenDesk was incredibly clunky! The reporting was separate, it was not user-friendly, and the design was very dated.

Alex M.

Verified reviewer

Retail

1001-5000 employees

Used monthly for less than 2 years

Review source

Reviewed September 2024

Great platform for consolidating communication channels

We are happy with our move to Kustomer as a platform to consolidate all of our communications into a single interface. We can now manage customer communication across our standard service channel as well as social media channels, all from a single area.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Single pane of glass for our agents to serve customers. We can provide a comprehensive history of the user for all support-related requests out of the box, and are able to integrate with our other platforms to show additional items such as order history.

Cons:

As is typical some features were oversold and did require additional time and energy to implement. Differentiating the incoming email channels was a pain point.

Reasons for switching to Kustomer

Ease of use for our agents, less custom development time for integrations, better reporting.

Verified

Reviewer

Education Management

51-200 employees

Used daily for less than 12 months

Review source

Reviewed November 2022

Great Tool for Customer Service and Help Desk

Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I used it for customer service and help desk. I considered this tool after some analysis of big brands available in market. I would say the result were good and it helped us improving our help desk requirement. Conversation system is easy too.

Cons:

Took some time to learn everything about this tool. My colleagues faced difficulty at initial stage but they grasped it after some time. Report export is slow.

Verified

Reviewer

Financial Services

11-50 employees

Used weekly for less than 2 years

Review source

Reviewed September 2021

Highly Configurable Customer Chat Tool

Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to issues that we have with the tool. Their SDKs leave a bit to be desired though.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools.

Cons:

The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point.

Reasons for choosing Kustomer

Kustomer was the closest to our existing solution. The company seemed to be the most focused on product development of any of the other vendors we looked at.

Reasons for switching to Kustomer

Intercom seemed to be more focused on supporting the inbound sales use case for their product. Additionally, we wanted to be able to configure workflows into our support tool which Intercom did not support.

Emily H.

Verified reviewer

Leisure, Travel & Tourism

51-200 employees

Used daily for less than 12 months

Review source

Reviewed December 2021

Intuitive, Easily Customizable, Kustomer has been a great solution for our company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone.

Cons:

Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through.

Reasons for switching to Kustomer

Twilio Flex required too much engineering effort in order to make improvements or triage bugs.

Wilson H.

Verified reviewer

Consumer Services

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed November 2023

Ease of use

In my whole stay in my current company which is IntouchCX , the overall experience is superb.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We were able to manage our calls and email effectively, we could easily create a follow up with our client since the ticket will remain on agent's bucket for a long period of time.

Cons:

As a Subject Matter Expert, we sometimes look for our agent's survey may it be a CSAT or DSAT , but that was manageable and escalated so fast and it gets resolved in no time

Reasons for switching to Kustomer

Cost effective and ease of use and moreover we're getting more accurate data

Nicole C.

Verified reviewer

Fund-Raising

11-50 employees

Used daily for less than 6 months

Review source

Reviewed October 2021

Kustomer was a great move!

I like the social media integrations, aircall integration, calendly integration. I can get everything in one place, which helps my CS team to be more efficient daily. The support we have received from the Kustomer team has been outstanding, and they are always available when we need them. The setup was thorough and complete.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

I like that I can find my customer information all on one easy-to-read customer tab. I like the robust search function to see conversations that I need.

Cons:

I have not used my knowledge base yet after already using the product for over five months. Customer service has been great in trying to find a solution for us, though.

Reasons for choosing Kustomer

Zendesk has a lot of bells and whistles, but Kustomer was more back to basics with what we needed. And Kustomer is in no way basic they have an easy interface to understand what is available. I did not have to hire a third party to set up as I did with Zendesk.

Reasons for switching to Kustomer

We could not have all of our customer information in one place with other sites as we can with Kustomer.

Christian N.

Verified reviewer

Outsourcing/ Offshoring

1001-5000 employees

Used daily for less than 12 months

Review source

Reviewed November 2023

Kustome review