Who Uses This Software?

Mid-market and Enterprise. Retail/etail, Marketplaces, Subscription companies, Healthcare, Financial, Professional services, Software/tech, Wholesalers, Logistics and transportation services.

Average Ratings

20 reviews
  • Overall 4.5 / 5
  • Ease of Use 4.5 / 5
  • Customer Service 4.5 / 5
  • Features 4.5 / 5
  • Value for Money 4.5 / 5

Product Details

  • Starting Price $99/month
    See pricing details
  • Free Version No
  • Free Trial No
  • Deployment Cloud, SaaS, Web
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support Business Hours
    Online

Vendor Details

  • Kustomer
  • http://www.kustomer.com/
  • Founded 2015

About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Kustomer Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management

Suggested Products

Kustomer Most Helpful Reviews

Very happy Kustomer! (HA get it?)

Reviewed on 01/08/2018
Meagan M.
Head Of Customer Experience
Internet, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

Vendor Response

by Kustomer on 01/08/2018

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

sleek, efficient, super helpful

Reviewed on 19/05/2019
Jessie B.
Fit Stylist
Consumer Services, 201-500 Employees
Used the Software for: 1-5 months
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: The business problems that we are solving are having streamlined conversations that are able to be found with a simple search, this saves us time and a headache! Being able to see our payment processing platform in a sidebar allows us to access information quicker, we can stay in the same program rather than opening up a new window then searching. Being able to select a status notifies your manager what exactly you are doing as far as work time.

Pros: I love that Kustomer has brought efficiency to communicating with customers! This software allows all conversations with each individual customer to be in one place to make your job and life easier. Ease of searching for customers is there, the order history, you can click on the order and it links you to the website that contains our orders(Shopify). You can search by name, email, phone number. This has been a welcome transition from a different software and it has simply made everything much easier. You have the ability to select statuses to notify management what you are doing:break, lunch, emailing, available. This allows your time to be accounted for efficiently.

Cons: Implementation was super difficult however the difficulty was worth it, I really wish my company had the Kustomer team to explain how the program worked and we had at least one seminar with it. There is always a learning curve when adjusting to new software, this transition was worth it. In the beginning, we could not see when a customer was typing to us, and if they were available/online this has since changed.

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