Kustomer 2026: Benefits, Features & Pricing

Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee.

How Software Advice ensures transparency

Software Advice lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Users can talk to our advisors for free to receive software recommendations matching their needs. Software providers pay us for sponsored profiles to reach users interested in their products.

How Software Advice verifies reviews

Software Advice carefully verified over 2 million reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

Independent research methodology

Researchers at Software Advice use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or talk to an advisor, this has no influence on our research or methodology.

Wondering if Kustomer is right for your organization?

Our Customer Service Software selection experts can help you in 15 minutes or less.

On this page

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

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

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

Natalia Isabel R.

Verified reviewer

Marketing and Advertising

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed February 2025

The best application for customer service and CRM

xcellent, I totally recommend it. It allows for better post-sale service, real-time tracking, live chat, automatic response personalization, FAQs—everything you need, this software has it.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

This software allowed us to have more efficient management when attending to our clients, as the platform provides the history of any customer interaction, regardless of the channel they used. This enables multichannel support and more efficient service.

Cons:

What I like least is that some advanced features, like advanced automation or detailed reports, are only available in higher-priced plans. However, you can still get a lot of value from the basic plan

Verified

Reviewer

Hospital & Health Care

51-200 employees

Used daily for more than 2 years

Review source

Reviewed January 2025

HIPAA Compliant CRM Platform with Bells and Whistles

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

HIPAA compliant CRM platform with a reasonable price point. Decent API integrations.

Cons:

Certain parts of the API product are difficult to program around. Seems somewhat stagnant in terms of API updates. Web interface can act strange as well as search functionality - directing you to the wrong pages at times.

Reasons for switching to Kustomer

Intercom is extremely hard to run analytics against and has terrible support for customer merge functionalities. Generally our team had a difficult time being efficient on Intercoms platform.

Mariam K.

Verified reviewer

Consumer Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed February 2022

Chats, Emails and data - together

Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good.

Ratings Breakdown

Ease of use

Functionality

Pros:

I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms.

Cons:

I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it).

Pamela S.

Verified reviewer

Consumer Services

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed August 2024

Effective, easy to use, and user-friendly!

I've been using Kustomer for more than 2 years, and I have to say that it's been a fantastic experience. The platform is incredibly user-friendly, and I very much appreciate all the shortcuts that are integrated into the platform as it makes my job much much easier. The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

One of the features I really appreciate about Kusomer is the ability to snooze conversations. This feature allows me to keep important conversations in my inbox so I can reply promptly to my customers. Additionally, I find the option to undo a sent email very useful. It's great to have the ability to correct any mistakes I may have made before the recipient reads the email.

Cons:

What I have found in my year using Kustomer is that when accidentally deleting the case ID, it is not possible to retrieve it for tracking purposes. Furthermore, the system may experience slower performance during chat sessions, leading to delays in response times.

Reasons for switching to Kustomer

The company found this platform more effective than the previous one.

Gideon B.

Verified reviewer

Media Production

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2025

My all time help desk software.

The software is an easy to use product with very customizable and user friendly dashboard. I rate the software efficacy as 98%.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Software personalisation capabilities and its overall functionality makes the difference.

Cons:

Everything about Kustomer is good I have not experienced issues when using it.

Verified

Reviewer

Textiles

201-500 employees

Used daily for less than 6 months

Review source

Reviewed February 2025

BEST COMPANY

The platform allows for tailoring workflows based on specific business needs and customer segments, enabling personalized support.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Users most appreciate Kustomer's ability to provide a comprehensive view of each customer across all channels, enabling personalized support at scale, thanks to its robust CRM component and advanced AI-driven automation features, making it ideal for managing high volumes of complex customer interactions.

Cons:

steeper learning curve compared to other customer service platforms, occasional interface complexities, potential limitations in customization options for certain business needs, and occasional issues with data integration, especially for larger companies with complex data structures

Mcsomb O.

Verified reviewer

Renewables & Environment

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed January 2025

Revolutionizing customer experience with Kustomer

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that the tool has revolutionized our customer services with easy to use interface.

Cons:

The tool is not cost effective compared to alternatives.

Julie M.

Verified reviewer

Consumer Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed February 2025

Don't loose business, use Kustomer!

We have been pleased with the ease of use and being able to resolve customer inquiries outside of normal business hours or when we don't have a live agent to answer customer inquiries.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that it helps us resolve customer inquiries after hours when we don't have a live agent to pick up the phone.

Cons:

So far we have been pleased with the ease of use. No complaints.

Amanda J.

Verified reviewer

Insurance

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed January 2025

Kustomer is top notch!

It's very user friendly, all under one page!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's so easy to use. Everything is right there under one profile. If multiple profiles need to be linked together that is simple as well.

Cons:

sometimes you have a hard time prioritizing email addresses and phone numbers

Fabio F.

Verified reviewer

Hospital & Health Care

51-200 employees

Used daily for less than 2 years

Review source

Reviewed January 2025

My Experience With Kustomer

It handles all our CRM needs effortlessly and meets needs.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

When it comes to handling customer care matters, Kustomer offers great features and is very capable. I like the many CRM features. The tool is easy to use.

Cons:

No flaws whatsoever. It has been amazing.

Showing 1 - 10 of 79 Reviews

See All Reviews