--- description: Review of Kustomer Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Kustomer | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Customer Engagement Software](/directory/508/customer-engagement/software) > [Kustomer](/software/169723/kustomer) # Kustomer Canonical: https://www.softwareadvice.co.nz/software/169723/kustomer Page: 1 / 4\ Next: [Next page](https://www.softwareadvice.co.nz/software/169723/kustomer?page=2) > 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. > > Verdict: Rated **4.6/5** by 79 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.6/5** | 79 Reviews | | Ease of Use | 4.6/5 | Based on overall reviews | | Customer Support | 4.7/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.6/5 | Based on overall reviews | | Recommendation percentage | 90% | (9/10 Likelihood to recommend) | ## About the vendor - **Company**: Kustomer - **Founded**: 2015 ## Commercial Context - **Starting Price**: US$89.00 - **Pricing model**: Per User - **Pricing Details**: Enterprise: $89 per user/month (billed annually) | Ultimate: $139 per user/month (billed annually) - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: United States ## Features - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Augmented Analytics - Automated Responses - Automated Routing - Autoresponders - CRM - Call Centre Management - Call Routing - Canned Responses - Chat/Messaging - Chatbot - Client Portal - Collaboration Tools ## Integrations (74 total) - 8x8 Contact Center - Acuity Scheduling - Ada - Ada - Adobe Commerce - Aircall - Amazon Connect - Amazon Redshift - AskNicely - Assembled - BigCommerce - Bird - Breeze - Calabrio ONE - Calendly ... and 59 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [Customer Engagement Software](https://www.softwareadvice.co.nz/directory/508/customer-engagement/software) ## Related Categories - [Customer Engagement Software](https://www.softwareadvice.co.nz/directory/508/customer-engagement/software) - [Contact Centre Software](https://www.softwareadvice.co.nz/directory/4389/contact-center/software) - [Computer Inventory Software](https://www.softwareadvice.co.nz/directory/3721/computer-inventory/software) - [Call Centre Software](https://www.softwareadvice.co.nz/directory/4588/call-center/software) - [Customer Satisfaction Software](https://www.softwareadvice.co.nz/directory/4627/customer-satisfaction/software) ## Alternatives 1. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1781 reviews) 2. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 3. [Tidio](https://www.softwareadvice.co.nz/software/157633/tidio-chat) — 4.7/5 (590 reviews) 4. [Intercom](https://www.softwareadvice.co.nz/software/378292/intercom) — 4.5/5 (1133 reviews) 5. [Wati](https://www.softwareadvice.co.nz/software/430256/wati) — 4.6/5 (203 reviews) ## Reviews ### "Kustomer is a great omnichannel CRM\!" — 5.0/5 > **Jisselle** | *2 June 2022* | Food & Beverages | Recommendation rating: 8.0/10 > > **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. > > 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. ----- ### "Effective, easy to use, and user-friendly\!" — 5.0/5 > **Pamela** | *2 August 2024* | Consumer Services | Recommendation rating: 9.0/10 > > **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. > > 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. ----- ### "Great Tool for Customer Service and Help Desk" — 3.0/5 > **Verified Reviewer** | *12 November 2022* | Education Management | Recommendation rating: 8.0/10 > > **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. > > Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features. ----- ### "Great platform for consolidating communication channels" — 5.0/5 > **Alex** | *23 September 2024* | Retail | Recommendation rating: 8.0/10 > > **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. > > 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. ----- ### "Highly Configurable Customer Chat Tool" — 4.0/5 > **Verified Reviewer** | *28 September 2021* | Financial Services | Recommendation rating: 7.0/10 > > **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. > > 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. ----- Page: 1 / 4\ Next: [Next page](https://www.softwareadvice.co.nz/software/169723/kustomer?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/169723/kustomer) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data