Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
$89
per month per user
Pricing
Kustomer
Editions & Modules
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
Kustomer
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
All plans require an annual subscription and 8 users minimum.
More Pricing Information
Community Pulse
Kustomer
Considered Both Products
Kustomer
Verified User
Administrator
Chose Kustomer
I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the …
It has improved a lot of the training time needed for our new hires to understand the Kustomer interface and how to handle communications fully. The time invested went significantly down, and the learning curve improved a lot as well.
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 …
Kustomer is a great fit for our organization because we can cut down on multiple contacts from the same customer and see all their information in one place. It's also infinitely customizable, so if we need changes made we can make them while still using the same platform. This …
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 …
The UI of Kustomer is a lot cooler than what we are using before. There are a lot of features that Kustomer has that make things easier and more convenient than Desk.com.
I use both in my role with the company. Our social media channels are managed through Khoros, but we use Kustomer to notate and contact customers outside of social media. I'd much rather bring our social media channels into Kustomer, to help with efficiency.
That fact that I had to add 3 tags for one tool says a lot. We had 3 different avenues with Zendesk. So not only was the order information, shipping information, and more in another site or page, so was the live support. This just created a lot of confusion, especially when …
Kustomer is far more intuitive, personal, and holistic than Zendesk. As a company who has a lot of interaction with a single customer, it is such an advantage to take the customer approach rather than a single ticket approach. Zendesk was very limited in a lot of the actions …
All other systems I have used have been internally-made programs that were a lot more basic order-taking systems, no notes or call functions outside of when order was placed. Doesn't really compare here.
Kustomer simply does more than any other platform I've been able to work with. Sure some others will give you a handful of neat tricks built in for managing a channel or two but those rarely offer any external integrative capacity or limit what you can do in connections. …
I was not personally involved in the decision-making process when selecting a new CRM and ultimately settling on Kustomer. That said, I'm happy with the decision to partner with them. Compared to our previous CRMs, it is much easier to work with everything in one place and we …
Moving from Zendesk to Kustomer was driven by the clarity that the customer timeline brings for advocate engagement alongside the custom workflow abilities.
Zendesk did not give a big picture of the customer. It was more of a ticketing platform, and only gave statistics of those conversations. We were unable to track customer sentiment, or other attributes of the customer.
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!
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.
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.
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.
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.
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.
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.
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.