--- 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](/) > [CRM Software](/directory/4153/crm/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 **4.7/5** by 80 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.7/5** | 80 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**: Afrikaans, Albanian, Arabic, Armenian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Georgian, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese - **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 - Calendar Management - Call Centre Management - Call Routing - Canned Responses - Chat/Messaging - Chatbot - Client Portal ## Integrations (72 total) - 8x8 Contact Center - Acuity Scheduling - Ada - Ada - Adobe Commerce - Aircall - Amazon Connect - Amazon Redshift - AskNicely - Assembled - BigCommerce - Bird - Calabrio ONE - Calendly - Customer Thermometer ... and 57 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - Chat ## Category - [CRM Software](https://www.softwareadvice.co.nz/directory/4153/crm/software) ## Related Categories - [CRM Software](https://www.softwareadvice.co.nz/directory/4153/crm/software) - [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) - [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 (1789 reviews) 2. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4094 reviews) 3. [Tidio](https://www.softwareadvice.co.nz/software/157633/tidio-chat) — 4.7/5 (590 reviews) 4. [Zoho Desk](https://www.softwareadvice.co.nz/software/393877/zoho-desk) — 4.5/5 (2216 reviews) 5. [Wati](https://www.softwareadvice.co.nz/software/430256/wati) — 4.6/5 (207 reviews) ## Reviews ### "Very happy Kustomer\! (HA get it?)" — 5.0/5 > **Meagan** | *1 August 2018* | Internet | Recommendation rating: 10.0/10 > > **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. > > 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. ----- ### "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. ----- ### "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. ----- ### "Intuitive, Easily Customizable, Kustomer has been a great solution for our company." — 5.0/5 > **Emily** | *3 December 2021* | Leisure, Travel & Tourism | Recommendation rating: 7.0/10 > > **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. ----- 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