Likelihood to Recommend Kintone is great if you want a software that will help you in managing your data, and keep track of which tasks are assigned to whom. It also helps to streamline communication and information in one central place. However, it is not for you if you are looking for something complex that has to manage a lot of data.
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 Flexibility. You can build apps (without coding) to serve a wide range of processes and projects. Ease of use. The interface is intuitive. Training. There are resources readily available to train new users. Even starting from scratch, I felt like I was up to speed in just a few hours. 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 I feel that Kintone is not well enough known yet. This means that other apps/APIs are not necessarily easy to connect with Kintone. Yes, you can use Zapier though for interfacing with other apps. It would be great if it could give more customized options to change the look and format of certain things. You can make price quote apps, for example, but have to rely on 3rd party apps or programming skills to customize the look and fields. If you make a table as an input field, it cannot connect to other internal Kintone apps for lookups and such. I think there is more potential to make more customized data graphs. 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 still think that there's a room for Kintone's future, and high expectations for them in additional features and innovative tools and supports. Truly hope that they will support email features, and standardized supports for various plug-ins with the 3rd party software and apps. In the meantime, we will have to consider our ways of doing our work in all aspects
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 Kintone is agile app and most of the time we can easily come up with new apps. However, there should be more feature-based drag and drop and or a visual-based usability, as we all want to minimize the number of clicks and dropdown menu selections as much as possible. Thanks.
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 Never had an issue with this.
Read full review 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 No issues.
Read full review 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 have had very specific questions about different aspects of the software, and I have always been able to get a hold of someone who could help. If my sales rep didn’t know the answer, he would get me in touch with someone who did know the answer. The whole team is very ready to help. It definitely feels like they view my success as their success, which is so important with this type of software.
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 Everyone has their own tastes of things and way they want to work. Asking them to adapt to the changes with the new tools or apps is always difficult. We would want to start with a very small but best example within the organization, which in our case was that the employees will not be bothered by the bosses by being asked to find the documents, status of the progresses, or major things/requests/projects.
Read full review 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 Kintone is the easiest product to create from and the cost is the lowest I believe. In addition, reconfigurability and extendability are great. If you look for a low code tool, you can try Kintone. But as same as another low code tool, don't expect too much.
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 Contract Terms and Pricing Model Should be multiple pricing packages.
Read full review Scalability I could see this work for all departments if implemented correctly.
Read full review Because customer is flexible and scalable
Read full review Professional Services Needed improvement at the time.
Read full review Return on Investment It has helped us reduce the amount of people we need to track our inventory. We’ve saved time and money using less people. We are able to see our data much better now and have a spot that we can all look at the database on the go. 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