Kustomer

4.6 (77)
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Modern Customer Service Software For Customer-First Brands

About Kustomer

Kustomer is a modern customer support solution focused on providing fast, personalized customer service by empowering agents with all the information they need in one screen. Our platform is built around conversations, not tickets, so everything you need (customer data, order history, past conversations) is available in a single timeline view. Kustomer unifies communication across every channel (social, chat, email, SMS, voice) within the platform to avoid agent collision and customer frustration. Kustomer's powerful intelligent automation capabilities eliminate tedious manual tasks that saves you time and money.


Key benefits of Kustomer

  • View all customer data from internal and third-party systems in a single timeline view for more productive and efficient conversations.

  • Break down the communication silos of traditional multichannel solutions that fragment service experiences with Kustomer's comprehensive timeline, where agents always have the context to maintain a single threaded conversation.

  • The Kustomer workflow and business logic engines save you time and money by eliminating tedious manual tasks, automating platform actions, and ensuring agents have the info they need.

  • Intelligent queueing and routing provides a rules-based, omnichannel solution that goes beyond simple first-in, first-out or channel based routing for customer service organizations with multiple teams of agents handling large inbound volumes.

  • With all of your data in the Kustomer platform, your customer service team can streamline communication to deflect issues and delight customers.

  • Images

    Kustomer Software - Kustomer integrates conversations, transactions & company proprietary data in one platform
    Kustomer Software - Collaborate in real time on customer issues
    Kustomer Software - View customer history and respond using multiple channels like email, text, voice and chat
    Kustomer Software - See all conversations with a customer across different channels including email, texts and more
    Kustomer Software - View customer orders or account information
    Kustomer Software - Set up intelligent reminders for follow-ups
    Kustomer Software - Use chat to engage with customers
    View 8 more
    Kustomer video
    Kustomer Software - Kustomer integrates conversations, transactions & company proprietary data in one platform
    Kustomer Software - Collaborate in real time on customer issues
    Kustomer Software - View customer history and respond using multiple channels like email, text, voice and chat
    Kustomer Software - See all conversations with a customer across different channels including email, texts and more
    Kustomer Software - View customer orders or account information
    Kustomer Software - Set up intelligent reminders for follow-ups
    Kustomer Software - Use chat to engage with customers

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    Starting Price

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    month
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    month

    Pricing Options

    Free version
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    Features

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    Integrations

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    Ease of Use

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    Value for Money

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    Reviews

    Overall rating

    4.6 /5
    (77)
    Value for Money
    4.4/5
    Features
    4.6/5
    Ease of Use
    4.6/5
    Customer Support
    4.7/5

    Already have Kustomer?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 77
    Meagan
    Meagan
    Overall rating
    • Industry: Internet
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Very happy Kustomer! (HA get it?)

    Reviewed on 2018/08/01

    when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer...

    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.

    Response from Kustomer

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

    Verified Reviewer
    Overall rating
    • Industry: Financial Services
    • Company size: 11–50 Employees
    • Used Weekly for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 7.0 /10

    Highly Configurable Customer Chat Tool

    Reviewed on 2021/09/28

    Overall it's a great tool for our customer support and in-app chat use case. They are generally...

    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.
    Elmedina
    Overall rating
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Good experience, with options to improve

    Reviewed on 2018/01/18

    Pros

    - Helpful for the company
    - Raised the communication throughout the employees
    - A lot of issues were fixed by using it

    Cons

    - The included tags after some times or in some cases immediately disappear
    - The mention option will be good to be as a separate option
    - Sometimes the 'My open conversation' disappear from the system
    - My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me

    Rachel
    Overall rating
    • Industry: Real Estate
    • Company size: 201–500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 7.0 /10

    Great tool, but could use some improvements

    Reviewed on 2024/07/18

    Pretty solid tool for our daily use, but could definitely use more improvements especially with the...

    Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen.

    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

    Kenneth Jordy
    Overall rating
    • Industry: Financial Services
    • Company size: 10,000+ Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Kustomer as your ticketing application

    Reviewed on 2024/04/26

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

    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

    Showing 5 reviews of 77 Read all reviews

    Kustomer FAQs

    Below are some frequently asked questions for Kustomer.

    Kustomer offers the following pricing plans:

    • Starting from: US$89.00/month
    • Pricing model: Subscription
    • Free Trial: Not Available

    Enterprise: $89 per user/month (billed annually) | Ultimate: $139 per user/month (billed annually)

    Kustomer has the following typical customers:

    2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    Kustomer supports the following languages:

    English

    Kustomer supports the following devices:

    Kustomer integrates with the following applications:

    8x8 Contact Center, Acuity Scheduling, Ada, Adobe Commerce, Aircall, Amazon Redshift, Assembled, BigCommerce, Bird, Calabrio ONE, Calendly, Clearbit, Customer Thermometer, Delighted, Dialpad, EvaluAgent, Five9, Fivetran, Fullstory, Genesys Cloud CX, Gmail, Gong.io, Instabug, Instagram, JIRA Service Management, Jira, Klaviyo, Looker, LoyaltyLion, MaestroQA, Medallia Agent Connect, Meta for Business, Nicereply, Olark, Operations Hub, Playvox, Segment, Shelf, Shopify, Slack, Snowflake, Solidus Smart, Spree, SupportSync, SurveyMonkey, Swell, Talkdesk, Twilio, Twitter/X, UJET, Unbabel, WhatsApp, Yotpo, Zendesk QA, Zingtree, Zipwhip

    Kustomer offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

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