Likelihood to Recommend 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 For customizing a CRM without needing specialist support, Zoho CRM is great. The admin UI is pretty intuitive and easy to use. Zoho CRM also works great for tracking contact records and relationships to other records. For instance, we run 10+ different programs, and we need to track every contact's relationship to any and all of our programs. Besides the program relationship, we also track organization/employer relationships, host site relationships for interns, team relationships for several of our programs, and we are starting to track grant disbursement as well. Zoho CRM's "joiner modules" handle all of these different connection points fairly well, though the data import process can be a pain.
Read full review Pros 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 Zoho CRM has so much space to capture lots of information. Zoho CRM can be customized for your organization's needs. Zoho CRM is great for running reports to help make business decisions. We love all the different dashboards we can create. Read full review Cons 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 our team found it very challenging to integrate directly to our wordpress site while there may be a way to integrate to the SMS system, we have not discovered how a sales rep would be able to get an sms when customers leave their contact info (not through the app) we have one team member who still works with outlook calendar. it was easy to integrate with google calendar, but a second calendar, depending upon the user 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 Zoho has been a wonderful tool for us for several years and there is so much more we can do with it. New features are released often which give a team like us the option to further fine tune our business process management techniques. I honestly couldn't imagine running our business not on Zoho.
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 The methodology of the 'out of the box' user interface is fairly easy to learn. In some cases however, the interface is not consistent throughout the software. Upgrades to the interface has certainly improved some of this--- but now we are seeing the same kinds of inconsistencies across Zoho apps, particularly those more recently added to their platform. This issue is not major in that everybody on staff seems able to learn how to work the programs--- it's just annoying and less than efficient when inconsistent user interfaces or inconsistent terms are used in the programs and/or the requisite documentation.
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 We did the training and that was a huge waste of money. The information provided was basic and the instructor was sloppy (he even forgot to turn off his mic when he used the restroom - no one should ever hear what we heard). I offered up a 9 because we were able to find what we needed on your website.
Read full review In-Person Training Because they are very hands-on in training us and very approachable
Read full review It was harder to learn when there were mostly real estate users in the room. We are sales solely.
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 Online training is tough, but Zoho and their partners do a good job of explaining things.
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 When you switch CRMs, you can automatically assume everything isn’t going to match up correctly. We had used Salesforce for 10+ years and had a ton of data and customizations. It was not a clean transfer, but we were able to sort it all out. The only issue that really bothered me was Zoho support. Even simple questions couldn’t be answered over chat, and we would have some team members try for hours to find the right answer
Read full review Alternatives Considered 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 Zoho is the only product we have used. Our company is fairly new and before purchasing Zoho a few years ago, client files were only saved and looked at through our company server. Because of how great Zoho has been, we have never considered looking for another product because there really is no need
Read full review Contract Terms and Pricing Model I think Zoho CRM is priced at a reasonable amount. Simply put, you get what you pay for and Zoho does not disappoint. My organization is comfortable with what we pay and pleased with continually renewing the software. The billing frequency is just right. There are no complaints on our end
Read full review Scalability Because customer is flexible and scalable
Read full review Professional Services In addition to being a user of Zoho CRM, we are a reseller as well. Often, at times our Partners request for on-boarding the platform configuration for them. During such requirements, we have utilized the Professional services team directly from the Zoho CRM team. Our partner feedback was quite positive, throughout.
Read full review Return on Investment 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 ROI is good, providing your entire team is involved with the program and uses it During busy season, Zoho keeps the flow going with reminders for quote follow-ups Our company saw an estimated 20% gain in closing sales that went through Zoho as compared to quotes not answered through Zoho Read full review ScreenShots