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Reviews (1-21 of 21)
Kustomer is currently used through one department: our Customer Experience department. It is used daily for conversations with our customers. The business problem it would address is customer questions or concerns. We help our customers through Kustomer from pre-sale to shopping questions to returns and exchanges. We also use Kustomer for Datta purposes to see how many times our customers are reaching out to us in regards to particular issues or questions.
- Cohesiveness: all the information we need is in one spot, from customer information, order information, feedback opportunities and the actual conversation(s) with the customers.
- Stability: compared to other CRM tools, Kustomer has been the most stable and has crashed less than other tools.
- Troubleshooting: any issues that we have are typically resolved immediately.
- Flexibility: were often told from Kustomer reps that certain functionalities are unachievable, though there could be an easy solution.
- Team Member Specifics: For our different channels of support, we are only able to change the entire team setting. For example, for chats, everyone who is on that team can receive up to 2 chats. For training purposes, it’s typically easier to allow our trainees to take just one at a time, but we do not have control over that.
- Routing: no matter how many workarounds or troubleshooting we do, we find that the system just does not route contacts efficiently.
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.
We use it in our customer service department. It helps to efficiently assist customers with issues regarding our products and services.
- Efficient, easy to use platform.
- Support team is always there to assist if we run into an issue with the platform.
- The LiveChat isn't always efficient/easy to use.
December 18, 2019
Kustomer's favorite kustomer
Kustomer is being used to manage all of our customer contact with our company through our customer service department. It consolidates an individual customer's order history/information and allows us to personalize interactions. We also utilize it as an omnichannel tool, in which our agents can switch from one channel of support effortlessly.
- Omnichannel support, the ability to change between channels effortlessly.
- Integrating information from other platforms to be displayed on one dashboard.
- Allowing more opportunity and integration with the knowledge base and contact form.
- More plain text solutions, such as the knowledge base and workflows so we can work without the need for developers and engineers.
Kustomer is the CRM platform for Bulletproof 360's Customer Care department. The system has been utilized to manage cross channel consumer contact and resolution, including social, email, chat, text and voice. The extensive integrative capacity of Kustomer brought down our redundancy in tech debt by eliminating multiple SAAS solutions that could not handle all of our services in one.
- Integrations - Important for flow of data from one system to another.
- Workflows - If you want to automate it, Kustomer will allow you to do so.
- Reporting - The reporting structure that comes out of the box in Kustomer does not feel particularly strong, if you want GREAT data, integrate with a data studio.
December 13, 2019
If you're looking for a platform to deliver real change and level up your support team, you can rely on Kustomer.
We use Kustomer across various departments whenever we need to have an interaction with a customer. The main problem it addresses for us is bringing together all the various channels we need to support customers over into a single platform, where we can also link all of our other systems into, to give us better context to help resolve our customers' challenges.
- True Omni Channel support, in a single conversation, a customer can switch from email, to chat, to Twitter, to Facebook and more, and it all lives in the same conversation. Which saves us a huge amount of time and ensures the customer does not need to repeat themselves.
- The workflow engine behind Kustomer is hugely powerful. It's the backbone of all our integrations and process flows. You can perform very complicated multi-step processes within workflows to save your staff 100s of hours of time.
- The workflow engine is a bit buggy, so we love it and hate it at the same time, It would be great if the UI was not so clunky.
- Kustomer is based in the US, so they often reply quite slowly to our support requests. It would be great to see them open up a support hub in the EU.
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
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.
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.
December 16, 2019
Kustomer in my day-to-day work
We use Kustomer to note calls and interactions with our customers. This is used by all customer service skilled employees. This allows one person to take a call from someone on Monday morning to notate and inform the person who may take a call from that same customer in the future as to what the last interaction was about.
- Easy-to-use shortcut system
- Great note-taking platform
- Does not always load customer info
- Some info fields automatically delete info put in the first time. Then, when you enter a second time it saves it (email field).
December 12, 2019
Custom Customer Experience in Kustomer
Kustomer is being used as the CRM for our customer experience team. It helps us manage the contacts from a variety of channels, and facilitates migration between channels for our customers. Additionally, we're able to integrate with systems such as Amazon Connect in order to track the states of our agents for more effective workforce management. From a reporting standpoint, we've been able to make most connections we've wanted and have access to our Kustomer-related reporting via a data stream and on into our BI tools.
- Customized experience.
- Multi-channel routing.
- Built-in reporting.
- Newer CRM; not a lot of established integrations yet.
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
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.
We are currently using Kustomer to support customers on our Success Team. The business problems that it addresses include routing to the correct person with dynamic SLAs.
- Workflows
- Automations
- Improved documentation,
- Fewer bugs in workflow building.
We use it for customer experience.
- Multi-channel management
- Customer support
- Knowledge
- Chat
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.
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
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
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
Kustomer Scorecard Summary
About Kustomer
The vendor states that Kustomer is the core platform of brands like Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away, UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised $173.5M in venture funding, and is backed by VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.
Categories: Help Desk, Customer Experience Management
Kustomer Downloadables
Kustomer Competitors
Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
| Edition | Pricing Details | Terms |
|---|---|---|
| Enterprise | $99 | per month, per user |
| Ultimate | $169 | per month, per user |
Kustomer Technical Details
| Deployment Types: | SaaS |
|---|---|
| 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 |