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-t...


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Supported Operating System(s):

Web browser (OS agnostic)

29 Reviews of Kustomer

Average User Ratings

Overall

4.52 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(16)

16

4 stars

(12)

12

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 29 results

August 2018

User Profile Picture

Meagan from ParkWhiz

Verified Reviewer

Company Size: 51-200 employees

Industry: Internet

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

August 2018

Very happy Kustomer! (HA get it?)

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.

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.

Response from Kustomer

Replied August 2018

Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :)

September 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Functionality

5.0

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.

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.

January 2020

Maija from Zeel

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

January 2020

Centralized Customer Interactions

Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search.

Pros

I like that Kustomer creates a centralized database of customer communications. At a glance, I can see a full history of customer chats, emails and internal notes. I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication. Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible.

Cons

I least like that some of the icons for different functions look similar, so if I'm looking quickly, I sometimes select the wrong action. For example, the icon to edit customer details looks similar enough to the icon for reassigning a ticket to another team member (both include the outline of a person's head) so at least a few times a week I accidentally select one instead of the other.

January 2018

Elmedina from Slice

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

3.0

Functionality

2.0

January 2018

Good experience, with options to improve

Pros

- Helpful for the company - Raised the communication throughout the employees - A lot of issues were fixed by using it

Cons

- The included tags after some times or in some cases immediately disappear - The mention option will be good to be as a separate option - Sometimes the 'My open conversation' disappear from the system - My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me

October 2021

Nicole from RallyUp

Company Size: 11-50 employees

Industry: Fund-Raising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

Functionality

4.0

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.

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.