Likelihood to Recommend Contactability is really good for teams that are trying to branch out to an untapped market space. Especially those that are trying to disrupt the health insurance scene. This helps them get their foot in the door in the area and their name out in the community. The customer service representatives could be more responsive.
Read full review I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center. I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
Read full review Pros The software reporting system is really clean and works well and they are good at sending you leads. Their customer service is also willing to work with you and they really tried to help me improve our ROI. Since using Contactability our workflow is changing. We now only pick up the phone when someone is interested in our services. The prescreening is all handled and we have control over the flow, what is said. Even when we're out of the office we can log in from anywhere and see what's happening with our leads and those missed calls get scheduled for us automatically. Read full review All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open. The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question. We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date. Read full review Cons Call the toll-free customer service number and you are transferred to a blank voicemail, with an electronic repeat of the phone number. The software training videos were confusing to non technical users. We encountered bugs with the use of Windows 10. Some of the futures were bugged. Read full review Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help. Different teams could have differently colored notes. The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on. Read full review Likelihood to Renew I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review Usability There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.
Read full review Reliability and Availability I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Read full review Performance Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Read full review Support Rating I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
Read full review In-Person Training Because they are very hands-on in training us and very approachable
Read full review Online Training The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Read full review Implementation Rating Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Read full review Alternatives Considered Contactability does a pretty decent job as it is very user-friendly and puts us in contact with our prospective clients. What they could improve on that
Insightly does well is training and support. This could be due to the size of the company or their prioritization of resources. Overall we enjoyed Contactability better than
Insightly .
Read full review Apps like Intercom,
Zendesk , and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
Read full review Scalability Because customer is flexible and scalable
Read full review Return on Investment We got our people to become more open minded in trying new software and exploring options for automation. Users got discouraged when the software did not work as it was supposed to and customer service was not there too help. Once used correctly, we did have a large increase in the number of new clients that our office handled. Read full review We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly. Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact. Read full review ScreenShots