Kustomer

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

Reasons for Choosing Kustomer

Switched From

Reasons for Switching to Kustomer

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.

Pros

I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms.

Cons

I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it).

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.

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

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.

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

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

Pros

Multi purpose software, I feel like we are getting more than we are paying for

Cons

None, I cannot think or see any reason to dislike this software

Pros

Having a real time notification on the kustomer is one of the best feature I have encountered.

Cons

Some surveys on the tickets did not reflect real time. Worst case scenario surveys just vanished.

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.

Pros

I love how the calls are being recorded in Kustomer to allow us to open one tool in terms of reviewing our agent's customer interaction. This saves our time and space in a call center set up. Unlike other accounts where they have different tools in reviewing the interaction and getting the calls of their agent, Kustomer has it all!

Cons

There are times that Kustomer Raw Data will not reflect the UJET Rated surveys and this gives us some challenges in locating it. But over all, this is a great tool!

Pros

On our job we've used this tool every day we cannot do our job if this tool was not pull up because we are customer service representative. its very helpful to us to tract some ticket that we did

Cons

My least like about this tools is it was very easy to use you can tract all of the information on time.

Alternatives Considered

Reasons for Switching to Kustomer

Pros

Kustomer is easy to use. This is the tool that we used on our daily work. Fast and reliable. It gives real time update.

Cons

On my experience, I don't have cons when using Kustomer. Since this is the tools that we usually use specially when solving the concern of our customers.

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.

Pros

With this tool you have a complete timeline of all the interactions with the customers, no matter it is a chat, an email, or a SMS. It helps you understand the issue at hand and provide support that truly meets the demands of the customers.
Additionally, all the queries are displayed in one panel, so there won't be any duplicates. It provides a centralized location for managing customer conversations.
It also supports integration with other tools and platforms, such as messaging apps, and Shopify

Cons

The pricing might be on the higher side. If the company has a low budget it might not be recommended to splurge on this app. However, if you're looking for an app that can organize your conversations and have visibility on them at all times, I'd totally suggest taking kustomer into account

Alternatives Considered

Pros

Amazing organizer, and efficient tool to quickly solve tickets via Live Chat, Email and Phones!

Cons

Not a big deal really, but as a chance to keep improving I think it could have a few more features...

Pros

I love that Kustomer is really amazing when communicating with customers and also is awesome when you need to have communication with your co-workers in the company. I recommend Kustomer to everyone.

Cons

I don't have any negative to say about it.

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.

Pros

I really like using Kustomer. It is so efficient and it is a great helper. Kustomer is fast and easy to use.

Cons

So far there is nothing I can say against Kustomer. I am so pleased with the service I received from this product and the service we can give through it.

Pros

The thing that I really like about Kustomer is the way it saves documentation per case and being able to fully utilize its feature regarding about categories in the cases.

Cons

The only thing that I really hate about the Kustomer is the font sizes. The font sizes are not pleasing to the eyes.

Pros

Easy to use and navigate, user friendly and fun to use

Cons

None so far, it is more comfortable using rather that zendesk

Alternatives Considered

Reasons for Switching to Kustomer

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.

Pros

You can know if you have ticket since there is a notification.

Cons

Sometime there is an error with the survey by customer

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.