My Kustomer Review
September 29, 2020
My Kustomer Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Kustomer
Kustomer is used across the whole organization. The problems it addresses are communication with your accounts through SMS and email. It transfers a ticket to another department if you are unable to resolve the problem.
- Helps the user to know everything about every customer
- Communication with all clients through email and text
- Organized very well between all departments
- Tickets do not get assigned to the appropriate representative
- Chats should pop up like Facebook chats
- We should mark some tickets as high priority because some notes get lost.
- Faster issue resolution, finishing your work on time
- Keeping our clients happy and satisfied
- Able to connect with multiple clients at the same time
- Troubleshooting--any issues that we have are typically resolved immediately.
The organization has chosen Kustomer, and I believe that they have not made a mistake. I think that Kustomer is easy to use and understand. I have heard about Zendesk but I do not have any experience. In the future, I will definitely recommend people use Kustomer because of our success rate. The mission of Kustomer is being achieved.
Kustomer Feature Ratings
Using Kustomer
950 - They represent account management, customer support, data entry, finance
3 - They have to have a faculty of information and basic skills in programming. They help whenever we have issues with Kustomer and try to resolve the problem ASAP.
- Transferring a ticket to other departments
- Tagging another representative on a note
- Snoozing a ticket
- Different departments work together to resolve issues
- We need tickets to be marked as important so they do not get lost.
- Kustomer needs to integrate with Viber or WhatsApp.
- Live chat needs to improve so you are able to chat with multiple clients at the same time.
- The ability to send larger files via email and text
- The ability to open multiple tickets at the same time
Evaluating Kustomer and Competitors
Not Sure
- Product Usability
- Product Reputation
I will still evaluate the product as before. The usability as well as the interaction are excellent. The product is really good and it's also very user friendly.
Kustomer Implementation
Change management was a minor issue with the implementation - They have made minor changes to how the tickets get resolved. Other than that, the organization has left the product as is.
- Manual self-assigned tickets
- Implementing different types of codes
- System overload
Kustomer Training
- Online training
- in-person training
- no training
It takes time to learn without training but at the end of the day, it is much easier than other products on the market. Everything takes time but Kustomer overall is very easy to use.
Configuring Kustomer
No - we have not done any custom code
Kustomer Support
Pros | Cons |
---|---|
Quick Resolution Knowledgeable team Immediate help available | Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response |
Yes - Kustomer tickets do not mark as done sometimes. Also, Kustomer is usually slow and it is not due to the Wi-fi.
Whenever we have had issues with Kustomer, the customer support has responded within minutes. They have told us where the issue is and how fast it will be resolved. That is excellent customer support.
Using Kustomer
Pros | Cons |
---|---|
Like to use Well integrated Feel confident using | Unnecessarily complex Difficult to use Requires technical support Inconsistent Cumbersome |
- Creating a ticket
- Sending a text or email
- Snoozing a ticket
- Transferring a ticket
- Updating information
- Merging accounts
- Saving data
Kustomer Reliability
Integrating Kustomer
- Facebook
- Admin or main work office website
- Salesforce
It is not as difficult as it seems. You just need to know the right information so there will not be any major issues moving forward.
- Viber
- WhatsApp
- Instagram
- File import/export
- API (e.g. SOAP or REST)
- Javascript widgets
My only advice is that, hopefully, Kustomer can keep this momentum running because they are doing a pretty good job.
Relationship with Kustomer, Inc.
The best advice I have is to be patient. That is the most effective way to deal with the vendor. You have to know what they need in order to be successful.
Upgrading Kustomer
- Integrating with a new platform
- Signing in through email
- Able to check recent work
- To be able to resolve the problem much faster
- Able to help clients with easier steps
- Able to receive chat, SMS, and email much quicker