4.6
Overall rating
Reviews

4.6
Overall rating
Reviews

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 Software - Kustomer satisfaction surveys screenshot
Kustomer Software - Kustomer agent routing screenshot
Kustomer Software - Kustomer communication screenshot
Kustomer Software - Kustomer search folders screenshot
Kustomer Software - Kustomer satisfaction surveys screenshot - thumbnail
Kustomer Software - Kustomer agent routing screenshot - thumbnail
Kustomer Software - Kustomer communication screenshot - thumbnail
Kustomer Software - Kustomer search folders screenshot - thumbnail

Kustomer pricing

Kustomer does not have a free version and does not offer a free trial. Kustomer paid version starts at US$89.00/month.

Starting Price:
US$89.00/month
Free Version:
No
Free trial:
No

Alternatives to Kustomer

Kustomer Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.6
Customer Support
4.7
5 reviews of 59 View all reviews
Jisselle
Jisselle
  • Industry: Food & Beverages
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 2/06/2022

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.

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.

Alternatives Considered

HubSpot CRM

Reasons for Choosing Kustomer

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

Switched From

Zendesk Suite

Reasons for Switching to Kustomer

Kustomer's design won us over! It was again very sleek, the UI is really streamlined. UX is easy!
Verified Reviewer
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
0

4
Reviewed on 28/09/2021

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.

Alternatives Considered

Freshdesk, Freshchat and Zendesk Suite

Reasons for Choosing 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.

Switched From

Intercom

Reasons for Switching to 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.
Jannice Gwen
  • Industry: Automotive
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 12/05/2024

Kustomer is very helpful as it is linked to our tools

Pros

We always use Kustomer as it is really helpful for us agents as it is our way to leave internal notes for every interactions which can be seen as well by the next agent who will assist the customer. Also, Kustomer tool is linked to one of our main tools and so it is easy for us to locate the accounts of our guests. Kustomer has a lot of features where in we can see our previous chats, listen to previous calls, or check the emails sent to the customers which can help us provide a good customer support experience.

Cons

I think one of the things that I dislike about using Kustomer is that sometimes whenever we are being rated by our customers for a 5 star rating through UJET, it does not reflect or generate into a smiley and so our total score does not increase.

Verified Reviewer
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
4

3
Reviewed on 12/11/2022

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.

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.

Kenneth Jordy
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
3
Customer Support
5

5
Reviewed on 26/04/2024

Kustomer as your ticketing application

So far the experience with this application is still good and it is still recommended. It helps organize and make tasks easier.

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

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