--- title: "Kustomer Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Kustomer. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Kustomer is a good fit for you!" source_url: "https://www.softwareadvice.com/customer-experience/kustomer-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Kustomer](https://www.softwareadvice.com/customer-experience/kustomer-profile/) / Kustomer Reviews 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. [Overview](https://www.softwareadvice.com/customer-experience/kustomer-profile/) Reviews [Alternatives](https://www.softwareadvice.com/customer-experience/kustomer-profile/alternatives/) # Kustomer User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 82 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.7/5 - Value for money: 4.4/5 - Functionality: 4.6/5 ### Rating distribution - 5 stars: 56 reviews (68%) - 4 stars: 23 reviews (28%) - 3 stars: 3 reviews (4%) - 2 stars: 0 reviews (0%) - 1 star: 0 reviews (0%) ### Most mentioned pros - We've been using them for years and our CX team is able to easily manage tickets and route conversations. - 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. - It allows for better post-sale service, real-time tracking, live chat, automatic response personalization, FAQs—everything you need, this software has it. ### Most mentioned cons - Sometimes the responses are delayed and error is occurred. - Certain parts of the API product are difficult to program around. - Glitchy at times, like their redaction feature stopped working as it should and chats were coming in after the set business hours ## Kustomer customer reviews Showing reviews 1-25 of 82 (page 1). ### Great, Affordable Live Chat and Ticket Mgmt Tool - Overall rating: 5/5 - Reviewer: Charlotte K. - Industry: Business Supplies and Equipment - Company size: 51-200 employees - Product usage: 3-5 years · daily - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I would highly recommend Kustomer as a CRM / live chat tool. We've been using them for years and our CX team is able to easily manage tickets and route conversations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Kustomer is easy to use, very customizable, and affordable in comparison to other providers. We use them for live chat, ticketing, and SMS messaging with our customers. #### Cons Kustomer isn't the most widely used software, so occasionally we've run into not being able to easily integrate with all the other platforms we use. However, they connect to the majority of them in a few clicks or with an API Integration. --- ### Customer Representative - Overall rating: 5/5 - Reviewed: November 2026 - Industry: Consumer Services - Company size: 201-500 employees The reviewer appreciates Kustomer for its ability to automate workflows, which enhances productivity in customer service. There have been no negative experiences reported while utilizing this platform. Full review available after login on Software Advice --- ### Partnership Agent - Overall rating: 4/5 - Reviewed: November 2026 - Industry: Food & Beverages - Company size: 501-1000 employees The software has been beneficial for managing tickets and presenting data clearly within a large organization. Yet, the performance issues with dashboard loading times can affect the overall user experience. Full review available after login on Software Advice --- ### Very happy Kustomer! (HA get it?) - Overall rating: 5/5 - Reviewer: Meagan M. - Verified reviewer: Yes - Industry: Internet - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros the concept can't be beat - aggregating multiple customer touchpoints into a timeline really gives you an immediate sense of that user. not only can you quickly glance at context clues (like purchases, NPS surveys, and support cases) but with the right integrations, you already know WHICH customer is calling as within a second of answering the call. this makes it easy for your agents to already dive into the issue and pitch solutions without having to ask for name, confirmation number, etc. all the basics are there too like user profile with easy edits, merging, moving, forwarding, notes, macros, etc. since we got in early we've seen a lot of exciting features and changes with kustomer over the last year. autopilot steers tickets right to your agents so they don't go cherry picking through searches. making new searches is crazy easy and you can set specific team-based or user-based permissions for them. @mentions available for internal notes on cases. there's an internal knowledge base they recently released which seems awesome, though we've yet to utilize it. CSM and customer support are pretty great too. #### Cons there's a lot they still aspire to - they're a young company who just secured another round of funding and with any luck they'll hire a lot of developers. we've been a somewhat demanding client but the truth is that you need robust reporting to understand your CX/CS teams and hold them accountable. they out-of-the-box reports that kustomer offers are "good" but leave a lot to be desired. you can export custom CSVs to find what you need but it's not always possible to find what you need at all, and only one person can export at a time per environment. additionally, while the concept of open API and full access for users to write scripts and worfklows for their environments is wonderful in theory, the documentation provided for workflows is weak. if you don't know javascript, you'll struggle to write your own workflows. #### Vendor response Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :) Replied August 2018 --- ### Effective, easy to use, and user-friendly! - Overall rating: 5/5 - Reviewer: Pamela S. - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: 3-5 years · daily - Reviewed: August 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Great Tool for Customer Service and Help Desk - Overall rating: 3/5 - Reviewer: Verified Reviewer - Industry: Education Management - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: November 2022 - Review source details: This review was submitted organically. No incentive was offered 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: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### 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. --- ### Highly Configurable Customer Chat Tool - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Financial Services - Company size: 11-50 employees - Product usage: 1-3 years · weekly - Reviewed: September 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 4/5 - Value for money: 4/5 - Functionality: 5/5 #### 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. --- ### Intuitive, Easily Customizable, Kustomer has been a great solution for our company. - Overall rating: 5/5 - Reviewer: Emily H. - Industry: Leisure, Travel & Tourism - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: December 2021 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. --- ### Ease of use - Overall rating: 5/5 - Reviewer: Wilson Eiman H. - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: 1-3 years · daily - Reviewed: November 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. In my whole stay in my current company which is IntouchCX , the overall experience is superb. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 --- ### Kustomer was a great move! - Overall rating: 4/5 - Reviewer: Nicole C. - Industry: Fund-Raising - Company size: 11-50 employees - Product usage: less than 1 year · daily - Reviewed: October 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. --- ### Great platform for consolidating communication channels - Overall rating: 5/5 - Reviewer: Alex M. - Industry: Retail - Company size: 1001-5000 employees - Product usage: 1-3 years · monthly - Reviewed: September 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### 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. --- ### Kustome review - Overall rating: 5/5 - Reviewer: Christian N. - Industry: Outsourcing/ Offshoring - Company size: 1001-5000 employees - Product usage: less than 1 year · daily - Reviewed: November 2023 - Review source details: This review was submitted organically. No incentive was offered Best to use on all aspect of email sending and communication with other employees or customer #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use and navigate, user friendly and fun to use #### Cons None so far, it is more comfortable using rather that zendesk --- ### Kustomer - Customer Service Solution - Overall rating: 5/5 - Reviewer: Sixto Q. - Industry: Consumer Services - Company size: 51-200 employees - Product usage: less than 1 year · daily - Reviewed: August 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I really like the user interface. It allows for all your team to collaborate and review your work and offer assistance. #### Cons I am finding really hard to manage the main dashboard when I am scrolling through my inbox. I would like for Kustomer to have an option for a more compact view for your conversations. --- ### Kustomer Review - Overall rating: 4/5 - Reviewer: Tom F. - Industry: Gambling & Casinos - Company size: 51-200 employees - Product usage: less than 1 year · weekly - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Kustomer is a great CRM for unifying communication streams. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Easy-to-use great for streamlining communication channels. #### Cons User interface takes getting used to, but is great once familiar. --- ### ENDLESS SCALING - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Automotive - Company size: 2-10 employees - Product usage: less than 1 year · monthly - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. through the potential integration challenges the software isn't cost effective for smaller scale business overall it is a solid for the software base #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros complex customer view- timeline of all interactions through various platforms next generation AI- uses AI to do repetitive tasks scale size endless- can handle high volumes of support to the customer #### Cons high learning curve- very complex for a new user to get used too over kill for small business may be to much for a small ordinary business cost not friendly quite the price for a small company to pay for --- ### Good Tool for Customer Interaction - Overall rating: 4/5 - Reviewer: Anjal M. - Industry: Computer Software - Company size: 51-200 employees - Product usage: a free trial · weekly - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered Great tool for customer interaction and easy to use. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Good customer service, helps to manage tools and helpful in managing customer interaction. #### Cons Sometimes the responses are delayed and error is occurred. --- ### This platform prioritize the customer care - Overall rating: 5/5 - Reviewer: christian c. - Industry: Staffing and Recruiting - Company size: 10000+ employees - Product usage: 3-5 years · daily - Reviewed: December 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Kustomer supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like about Kustomer is that it supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers. #### Cons There is nothing bad to say about it. It works perfectly if you work for an outsourcing company. --- ### Kustomer as your ticketing application - Overall rating: 5/5 - Reviewer: Kenneth Jordy G. - Industry: Financial Services - Company size: 10000+ employees - Product usage: 1-3 years · daily - Reviewed: April 2024 - Review source details: This review was submitted organically. No incentive was offered So far the experience with this application is still good and it is still recommended. It helps organize and make tasks easier. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We use Kustomer for ticketing on emails and tickets relating to calls. It is valuable as we notate every interaction to assist customers on this application. This makes it easier to backtrack and review every customer interaction our customers have with us. It is fairly sorted and dated to avoid confusion as well and it is really easy to use! #### Cons I experienced some flaws on the application mainly when merging tickets. Sometimes when we receive a new call, it will reroute even though we are still engaged on a different ticket, making it chaotic and sometimes you'll commit mistakes with merging the wrong ticket. It is inconvenient to split tickets on this application --- ### Great tool, but could use some improvements - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Real Estate - Company size: 201-500 employees - Product usage: 1-3 years · daily - Reviewed: July 2024 - Review source details: This review was submitted organically. No incentive was offered Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros I love Kustomer's tag management, snooze statuses, and the ability to move and merge tickets. It is definitely one of the more robust customer support tools with lots of great features. #### Cons - Glitchy at times, like their redaction feature stopped working as it should and chats were coming in after the set business hours - Shortcuts are hard to search. You search by the shortcut name, but would be great if you could do filtered searches or search by the body of the shortcut - It's hard to also download shortcut data - Unlike Zendesk or Gmail, you have to navigate to the customer's profile before starting an outbound contact --- ### Excellent Kustomer service you can rely on - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Consumer Services - Company size: 5001-10000 employees - Product usage: 1-3 years · daily - Reviewed: December 2023 - Review source details: This review was submitted organically. No incentive was offered Perfect tool for providing smooth and swift customer assistance. It also helps us resolve customers issue quickly because it has all the data that we need. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It has all the data on what we need especially when we are assisting callers, all data already included completely. Very detailed and really helpful in pulling up callers information so we efficiently assist them everyday. #### Cons None as of the moment, never encountered an issue using this tool. --- ### Work Daily Basis - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Outsourcing/ Offshoring - Company size: 5001-10000 employees - Product usage: less than 1 year · daily - Reviewed: October 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I’ve been using this tool as a daily basis at work. And as far as I’ve used it I really enjoy doing my job. It doesn’t give me any stress task instead it gives me willingness to do my job. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like Kustomer because of its feature where you can see your status on your profile. I’ve use kustomer to my work as Call center and it really help me recognized all my csats and more. #### Cons Kustomer is a perfect tool. It’s been useful since then . I dont see any feature that needs to improve kustomer. --- ### Kustomer Daily Use Review - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: less than 1 year · daily - Reviewed: October 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Everything is awesome. I did not encounter any problem using it everyday. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is easy to use and user friendly. All information needed is summarized on the first page and easy to access. #### Cons None so far. everything is good! It is easy to navigate and easy to familiarize. --- ### Great software and integrations - Overall rating: 5/5 - Reviewer: Marilyn A. - Industry: Consumer Services - Company size: 201-500 employees - Product usage: less than 1 year · daily - Reviewed: October 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It is an easy platform to deal with customer's requests, and you can integrate different channels, such as email and Social Media, all in one platform. #### Cons Nothing bad to mention. Great software and integrations. --- ### Good over all product, though it needs a little time in the oven - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: less than 1 year · daily - Reviewed: October 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The back-end customization is a breath of fresh air for any multi-faceted operation. There are so many options for customizations and integrations that help optimize processes for each piece of your workforce. #### Cons This is still a new company with some room for improvement in their features. --- ### Kustomer with a K - Overall rating: 4/5 - Reviewer: Sean K. - Industry: Food & Beverages - Company size: 201-500 employees - Product usage: 3-5 years · daily - Reviewed: October 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It is a good solution for your ticketing needs, overall it meets my needs #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I'm using Kustomer at my current job for 2+ years now and I can't complain. It offers a good solution if you are in search of a ticketing system, provides tracking and it can integrate with quite few products. It's fairly easy to learn for new users and offers good support service. #### Cons The layout can be confusing and sometimes I'm experiencing lag, but not other major issues worth mentioning ---