TrustRadius Insights
Kustomer is a versatile platform used by various teams within organizations, such as the Customer Care Team, Daily Operations Team, Truck …
Starting at $89 per month per user
View PricingOverview
What is Kustomer?
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,…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Ticket response (17)9.292%
- Email support (17)9.292%
- Organize and prioritize service tickets (16)9.191%
- Ticket creation and submission (17)8.484%
Reviewer Pros & Cons
Pricing
Enterprise
$89
Cloud
per month, per user
Ultimate
$139
Cloud
per month, per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.kustomer.com/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $89 per month per user
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Kustomer?
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer is particularly suited for organizations experiencing high levels of growth, and the influx of customer service requests that come with it.
The Kustomer open CRM platform is designed to minimize costs by acting as a single record of truth, managing and contextualizing data to drive smarter processes that scale business. Kustomer IQ embeds AI throughout the platform to eliminate repetitive tasks, deflect easy questions, and power support experiences that satisfy customers.
Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
Overview of Kustomer Features
Kustomer allows for efficient customer support through chat, social media, email, form submission, phone call and text. By streamlining all forms of communication through a single platform, Kustomer aims to simplify the experience of agents and customers alike.
With their CRM approach to customer support, Kustomer offers additional features, such as data permissioning that is not present in all help desk applications. With this permissioning, every user can access the data necessary for their role, and more sensitive data can be shielded from those who do not require access.
Customer profiles stored within the system follow a chronological order that includes not only support tickets and previous conversations, but other relevant information such as appointments, order history, shipping information and website visits. This allows agents to gain valuable context and insight and prevents the customer from having to repeat themselves if they are contacting an agent about a previous issue.
Kustomer states that they are a highly customizable product that can be altered to fit the needs of any business. For example, their build your own chat widget allows for customized content across platforms, and allows for more technical users to build their own interface if desired. This customization extends to their pricing as well. Kustomer offers two base products, with additional features offered as add-ons, so that companies are only paying for the features that are the most valuable to their specific use case.
Kustomer IQ
Kustomer’s AI, Kustomer IQ, is an add-on available at an additional cost for Kustomer customers. Per the vendor, Kustomer IQ aims to automate and simplify the customer service process. By automating responses to frequently asked questions, Kustomer IQ increases availability of agents and decreases the amount of time to resolve issues for these customers. The vendor states that Kustomer IQ helps brands resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and by driving omnichannel experiences between customers and agents.
Kustomer IQ allows agents to specialize their areas of expertise because the automation decreases ticket volume. Since agents are able to specialize in particular areas of support, their expertise allows them to resolve complex issues quickly and efficiently. Per the vendor, combining the AI’s ability to route customer concerns to the appropriate agent and the agent’s specialization improves the customer experience.
Kustomer IQ includes sentiment analysis and language detection to provide additional supports. When a customer’s native language is detected, Kustomer IQ will route their conversation to an agent fluent in that language when possible, and automatically translates conversations if not. Through sentiment analysis, Kustomer IQ can help determine if a customer is escalating, and provides recommendations to agents to mirror emotions and calm customers down.
Kustomer Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
Self Help Community Features
- Supported: External knowledge base
- Supported: Internal knowledge base
Multi-Channel Help Features
- Supported: Live help chat
- Supported: Phone support
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: Sentiment Analysis
- Supported: Multi-language support
- Supported: Standard and custom reporting
- Supported: Agent auditing
Kustomer Screenshots
Kustomer Integrations
- Shopify
- Twilio
- Aircall
- SurveyMonkey
- Shelf
- Five9
- Talkdesk
- UJET
- Amazon Connect
- Solvvy
- Olark
- Dialpad Ai Voice
- Twilio Zipwhip (discontinued)
- Google Workspace
- WhatsApp Business
- Fullstory
- MessageBird
- Adobe Commerce (Magento Commerce)
- Recharge
- Spree
- Maxio
- Nicereply
- Delighted by Qualtrics
- Customer Thermometer
- AskNicely
- Klaus
- Fivetran
- Looker
- Amazon Redshift
- Slack
- Snowflake
- Unbabel
- HubSpot Operations Hub
- Twilio Segment
- Calabrio ONE
- Jira Align
- Playvox
- Clearbit
- Acuity Scheduling, a Squarespace company
- 8x8 Contact Center
- Thankful
- LoyaltyLion
- BigCommerce
- Genesys Cloud CX
- Facebook Messenger
- SupportSync
- Swell Rewards
- Solidus
- Supportrends
- Promoter.io
- Salesforce
Kustomer Competitors
Kustomer Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Languages | Afrikaans, Albanian, Arabic, Armenian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Georgian, German, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Modern Greek, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese |
Kustomer Downloadables
Frequently Asked Questions
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.
Kustomer starts at $89.
Reviewers rate Ticket response and Email support and Help Desk CRM integration highest, with a score of 9.2.
The most common users of Kustomer are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(65)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Kustomer is a versatile platform used by various teams within organizations, such as the Customer Care Team, Daily Operations Team, Truck Operations Team, Recruiting Team, and certain members of the Sales Team. It primarily serves as a CRM tool to centralize all customer interactions, including email, individual and group chats, and an internal ticketing system. According to users and reviewers, Kustomer provides visibility for teams to collaborate and address any issues or items sent by clients. The platform allows for seamless communication with customers through multiple channels like text, live chat, email, and phone, while recording all interactions for future reference. It is accessible anywhere with an internet connection and can be accessed on mobile devices as well.
Kustomer is highly recommended for retail companies as it helps in managing customer inquiries, complaints, returns/exchanges, and other related tasks efficiently. Multiple departments rely on Kustomer for daily operations, with the platform handling 90%+ of their tasks. Its shared inboxes and collaboration accounts facilitate seamless switching between support channels. For the Customer Experience department, Kustomer serves as a valuable tool for addressing customer questions or concerns on a daily basis. Additionally, the platform aids in data analysis to understand customer behavior and track inquiries. In the customer service department, Kustomer proves instrumental in consolidating customer contact information and enabling personalized interactions.
By integrating well with other systems and reducing redundancy in tech debt, Kustomer streamlines cross-channel consumer contact management. It effectively supports customers in multiple countries and languages while bringing together various customer support channels into a single platform. Companies like Glovo utilize Kustomer to handle customer contacts through chat, emails, and social media across more than 26 countries and 14 languages. Kustomer also finds application beyond customer care departments by serving as a valuable tool for account management and facilitating communication between different company departments. The platform excels at organizing incoming customer emails, SMS messages, social media interactions, tracking trending issues, and providing a comprehensive view of the customer for optimal support.
In the health and wellness realm, Kustomer proves useful in addressing order issues, product questions, and recommendations. Its versatility extends to industries like restaurants, where it helps address problems and improve service for partners through official communication means. Kustomer's centralized access to all customer information allows for a better understanding of the customers' needs and assists in providing relevant assistance. The platform's user-friendly interface not only makes jobs easier but also shortens customer waiting time for a response. Whether it is managing inbound and outbound customer contacts via phone, chat, or email, Kustomer serves as the main ticketing and notation system. It effectively solves the problem of having multiple systems for a single customer by providing a centralized place for all notes and contact details.
Companies across various industries benefit from Kustomer's capabilities. For example, it is used company-wide to provide account history, facilitate communication between departments, transfer information, and offer job aid tools. The platform seamlessly integrates with services like Facebook Messenger, allowing for efficient support across different communication channels. This versatility extends to tracking communication with clients, including texting and emailing, as well as keeping interdepartmental communication in one place.
Kustomer's comprehensive features enable it to serve as the CRM solution for managing contacts from various channels and facilitating migration between channels. With its integration capabilities with other systems like Amazon Connect, Kustomer enhances workforce management effectiveness. By responding to SMS and email inquiries while providing a comprehensive view of the customer and gathering data for analysis, Kustomer enables efficient customer assistance.
In addition to its application in customer service departments, Kustomer finds use in assisting customers by pulling up their profiles and documenting interactions during inbound calls. This ensures better communication and continuity of service. It serves as an essential tool for various teams to communicate efficiently with customers, vendors, and employees while keeping a record of every point of contact.
Overall, Kustomer provides a centralized platform that streamlines customer interactions and facilitates collaboration across departments. Its flexibility, seamless integration capabilities, and user-friendly interface make it an invaluable tool in managing customer relationships and delivering optimal support across various industries.
Ability to Add Multiple Inboxes and Collaborate: Many users have expressed their satisfaction with Kustomer's feature that allows the addition of multiple inboxes and enables collaboration across a large team, fostering open communication and accountability among departments.
Efficient Organization and Task Assignment: Users appreciate the convenience of Kustomer's tagging and prioritization features, finding it easy to assign tasks to specific teams and individuals, resulting in streamlined organization.
Unified Customer Information: The integration of all customer information into one centralized space has been highly praised by users. They find great value in being able to access a comprehensive view of customer interactions, including both external communications and internal office discussions about each customer.
Insufficient Documentation: Some users have expressed their dissatisfaction with the current documentation, stating that it is insufficient in explaining all the capabilities of the software. They feel that more comprehensive and detailed documentation would greatly assist them in utilizing the full potential of the software.
Mobile SDKs Need Improvement: Several reviewers have mentioned that the mobile SDKs still need improvement, suggesting that there are issues or limitations with these features. Users believe that enhancing and refining the mobile SDKs would enhance their experience and allow for smoother integration into their applications.
Lack of Visual Edit Interface in Knowledgebase System: Users have pointed out that the knowledgebase system lacks a visual edit interface, making it difficult to create and modify content in a more intuitive way. They express a desire for a user-friendly visual editor to simplify content creation and editing within the knowledge base.
Based on user reviews, users commonly recommend the following for Kustomer:
- Utilize the Kustomer integration team for implementing and integrating systems.
- Thoroughly explore all of Kustomer's features and ask about integrations that are vital to your business.
- Emphasize ease of use and training by dedicating time to learn about Kustomer's features and working closely with the Kustomer team during implementation and training.
Users appreciate Kustomer for its usability, ability to resolve issues, personalized responses, cross-team functionality, and integration with existing platforms. They find it suitable for various industries, particularly retail businesses with live chat requirements. While some users mention minor bugs or suggest additional advanced features, the majority highly recommend Kustomer as a simple yet powerful CRM tool for superior customer experience.
Attribute Ratings
Reviews
(26-38 of 38)Companies can't remove reviews or game the system. Here's why
December 11, 2019
Kustomer Konquers All!
We use the Kustomer platform to respond to SMS and email inquiries on the Customer Service team.
- Help during the implementation process
- Customization options
- Post-implementation support is lacking. Customer service can be slow to respond and often just provides links to help articles.
- More robust reporting
December 11, 2019
Kustomer Review
We use it for customer experience.
- Multi-channel management
- Customer support
- Knowledge
- Chat
December 11, 2019
Kustomer CRM solution to provide great customer experience at scale
Glovo is using Kustomer to handle all contacts with customers, couriers and partners through chat, emails and social media. Kustomer allows our Customer Support agents to get full context for each conversation.
- intuitive user interface
- integration capabilities
- analytics features
- performance during peak times
December 10, 2019
Kustomer is more than Customer with a K
Kustomer is being used as our Customer Care CRM to help address customer order issues, product questions, and recommendations in the health and wellness realm.
- Providing the full customer profile picture. It helps us quickly assist customers when we can easily view their entire timeline of interactions with Customer Care.
- Kustomer is attentive to feature requests and seeks to release useful updates to the platform based on our needs.
- Platform stability. Over the last year, the platform has shown more and more downtime and slowed interactions overall.
- Bulk messaging ability could be drastically improved by allowing the import of email lists.
Kustomer is being used within the RTR CX department and by some of our engineers on the tech team. We use this as the main platform for communicating with RTR customers. This gives the CX team the best view of the customer, by implementing our internal system and other key information about the customer. With the data within Kustomer, we are able to gather CSAT, SLA, and insight for the staffing model.
- Customer timeline gives the ability to see more about the customer
- Kustomer support team and TAM have a great partnership with their clients
- Initially, the platform isn't the easiest to use. They could improve it with a better help center.
- Some metrics don't line up with current RTR metrics, and it's hard to work around or decipher how to implement their metrics.
December 10, 2019
The true value of flexibility
We're using Kustomer as our main CRM platform for contacts from all of our user types. It solves most of the integration issues a platform like ours might have with other platforms, due to its really customisable interface and features, allowing us to provide support in more than 26 countries and 14 languages.
- The amazing workflow system provides a powerful automation and connectivity engine.
- Klass views can be customised to incredible levels, giving your support agents a fully functional interface.
- The Kustomer team is always open to new functionalities and developments to enhance the experience.
- They need to put more efforts on documentation. Right now via docs you only can learn 1/4 of its real capabilities.
- Mobile SDKs still need some work.
- Knowledgebase system needs visual edit interface.
Kustomer is used across our Operations Department, which includes our Customer Care Team, our Daily Operations Team, our Truck Operations Team, our Recruiting Team and certain members of our Sales Team. On my team, it is primarily used for our CRM but Customer Care works closely with other teams within Kustomer to connect our bellhop movers and drivers with our customers, and it is also used for inner office communication.
- Kustomer allows you to add multiple inboxes that can be shared and viewed across a large team. For Customer Care, we can see the "to do" list for our team but we can also easily see what other team members and users are working on in other inboxes. This provides open communication and accountability between and across departments.
- Kustomer allows you to tag and prioritize different tasks and assign them to certain teams and users. This makes for easy organization and assigning tasks.
- Kustomer allows us to have information unified within one space. You can see all interactions from and to a customer, as well as all inner office communication about that customer in the same place.
- For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
- Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
- Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
- I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.
Kustomer is being used across the board at my company. The online customer service team mainly uses this platform to handle all customer inquiries, complaints, returns/exchanges, etc. With the new updates, store employees and the online customer service team can now cross-reference and assist customers with their inquiries regarding in-store purchases. The platform is super interactive and allows our job to run smoothly in terms of operations.
Kustomer allows customers to contact us via text, live chat, email and phone, and the platform records all customer interactions so that if there's ever an issue we have all of the proof on the platform. The platform is accessible anywhere as long as you have wifi, and it can also be accessed on mobile. I recommend this platform to all retail companies.
Kustomer allows customers to contact us via text, live chat, email and phone, and the platform records all customer interactions so that if there's ever an issue we have all of the proof on the platform. The platform is accessible anywhere as long as you have wifi, and it can also be accessed on mobile. I recommend this platform to all retail companies.
- If a customer registers an email address with your company, anytime the customer reaches out to customer service using that email address Kustomer creates a profile for the client and records every time the customer reaches out, whether it's by SMS, email, live chat or phone call.
- In my company, Kustomer is linked with our Shopify page which allows us to see order details from the Kustomer app without having to go to Shopify.
- The customer information tab is helpful, it allows us to see how much money the customer has spent overall and also lists all the orders the customer has made with the dates purchased.
- Allow representatives to include images (embed) within an email without having to provide the URL for the image.
- Include autocorrect in the platform.
September 27, 2019
Kustomer has been a big help for our organization!
It's used across a couple different departments in our organization. Primarily used as our CRM but it also helps us collaborate across departments and assists with quickly problem solving. We also use this as a way to interact with our customers and sellers by sending proactive & reactive messaging. All of our communication with customers is done through Kustomer in SMS, email, phone channels.
- Excellent customer support
- The platform is very easy to use at the user level
- excellent collaboration tools
- From a manager and admin perspective, it can be complicated to use
- Relies too heavily on workflows which are over complicated and time consuming
September 19, 2019
Scrappy supportive CRM
Multiple departments use Kustomer at our company. We use it as our CRM solution. It helps us pass customer contacts across departments and respond to them quickly and effectively.
- Customer timelines and information about the customer
- Communication
- Support building out your instance
- Seems like most features that are released are MVPs (most viable product) and not a full solution
- You have to pay more and more for different functionality
Kustomer is being used by our Customer Care Team, Facility Communications Team, and Dispatch Team. It is used across several departments, but not the entire organization. It allows us to efficiently communicate with customers, vendors, and some employees while also tracking and keeping a record of every point of contact. Kustomer also allows seamless integration with other services like Facebook Messenger.
- User management - Kustomer allows you to define different users in different roles.
- Record keeping - Kustomer keeps detailed timestamps of communication and actions taken by users.
- Organization - Kustomer allows your to personalize how you organize your searches and information.
- Lack of scheduling - It would be nice if Kustomer had an option to schedule text messages or emails to be sent. This would allow users to be more proactive.
- Over-complication - Some features can be overcomplicated and hard to use for some users, such as custom search.
- Idle time - Kustomer automatically logs you out after a short period of time.
March 29, 2019
Great for a Small to Mid Size Company
At my company, Kustomer is used to track all communication with our clients. We use it for texting and emailing clients. We also use it to keep all interdepartmental communication in one place. It is used across multiple departments like Marketing to release text campaigns, Finance and Sales.
- Tracking interdepartmental communication
- Keeping all client information in one place
- Allowing templates for customer service purposes
- Has a tendency to crash or have small bugs that prevent opening tickets
- It has a 20 ticket limit for visibility
February 13, 2019
Very Innovative Omnichannel Solution for Support Teams
We use Kustomer for our entire Operations department - so 90%+ of the daily tasks multiple departments do are handled in there. We have shared inboxes for our support teams and other incoming tasks like location builds are measured in Kustomer. We also utilize many "collaborator" accounts to give read-only access to the rest of our org, so that they can click in and see exactly the case/details we're referencing in conversations, bug tickets, etc.
- Workflows - create webhooks, API endpoints, etc and build out triggers, condition steps and actions. With workflows we pull in user activity, automate some casework (like keeping OOO replies out of the shared inbox) and assign teams/datapoints .
- Releasing new features - since we signed with Kustomer they're iterated on a number of features and frankly, release so many new things that we can't even keep up with the advancements. Really impressive work.
- The idea of viewing a customer as a whole entity and not just their individual support tickets. In a timeline, you can see purchases made, conversations, NPSS scores, etc. Really bolsters our confidence in judging their value as a consumer when you look at all those datapoints in one place
- Navigation for Admins / in Settings - the navigation area of the admin panel has gotten a lot of new additions but they're always just a static list. I'd prefer seeing collapsible categories or items organized alphabetically as a short-term solution
- Seemingly untraceable glitches, which require frequent refreshing. It's very odd, but my team has always noticed a certain amount of blank screens or inaccuracies on pages, whcih causes us to not have as much trust in the product and spend our days refreshing a lot. Each time I've submitted support tickets about this, the issue magically disappears and "can't be recreated"
- There was definitely a big faux pas recently with them when negotiating a service be added to our suite. The communication from Kustomer was vague & unclear, and rather than letting us feel confident with another solution, they kept biding for our interests until the last possible second - all so that they could pull out in the end and leave us begging to stay on with our current provider with only 15 days' notice