Likelihood to Recommend If your marketing model is selling products, services, or SAAS where you are doing inbound marketing and your website will do most of the lead generation and conversion, this is a great product. From live chat, support, event tracking, and automation, you could almost put your entire business on autopilot. If your marketing model is mostly outreach to cold leads and conversion, this software currently does not have any type of sales stages or task generation. I would still use Gist for website inbound but use another software for outreach and cold leads then when they become a lead put them into Gist for marketing automation.
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 Customer service via a unified inbox so you dont have to separately monitor your twitter, Facebook or IG account for consumer communication there. Gist unified all into one inbox, better than anyone else I've seen in the market. They archive all communications and tie them back to a single user so you get unified customer history / data. Marketing segmentation and automation: they track user history and behavior across the site and have super detailed segmenting capability, on par with ActiveCampaign's, but better I'd say. Better UI for the marketing admin person, and more unified data than in AC. Live chat and chatbot. Usually it's either one or the other but with Gist you can do both seamlessly. 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 Plan limits can be confusing. For example, there is a monthly charge for support and a monthly charge for "growth," plus there's a separate charge depending on how many contacts and seats you have. Perhaps this is normal in the industry, but it can make it a little challenging to understand the bill every month. The vast amount of features means development will never be as fast as you'd like it to be (even though they release updates all the time). This may not actually be a valid concern, and it certainly isn't unique to Gist (who doesn't have a wishlist they're waiting on their favorite SaaS to get to?), but I do believe the likelihood of being stuck without your desired feature being developed goes up a lot as the product gets bigger and bigger. Email deliverability has been less than perfect in the past, but it has improved drastically in the last year. 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 Gist is a quite reliable service with a lot of added values. We don't need to pay for different Saas for these important features. If I had an issue the team was super responsive and helpful, that is essential for every business. The email delivery is great, so virtually no email has landed into spam folder
Read full review I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Read full review Usability It’s pretty simple, but it does a lot so there are more complicated features which depend on an individuals ability for software implementation. I am not an IT expert and I’ve managed to implement everything myself, others that are more tech-minded may find everything easier.
Read full review 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 Fantastic support. Ask a question, get an answer within 24 hours every time. And sometimes within a few minutes. They've always come through for me, helpful and, even when it's an issue on my end, they point me in the right direction.
Read full review 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 Gist combines all our previous products into one application and adds many more features that would require more apps. Gist is excellent and a no-brainer all-in-one application when compared to having to manage multiple applications at higher cost. The support from the whole Gist team has been extremely responsive.
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 They are perfect for me as a someone who needs a lot of bang for the buck. The chat messenger device on my website alone has brought me new prospects that I did not have to spend money recruiting. I am able to save hours of time with the automated emails that are GDPR compliant. I don't have to pay for a designer to have excellent looking emails either. 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