TrustRadius
Kustomer is a customer experience management platform from the company of the same name headquartered in New York, supporting retail, ecommerce, and enterprise entities with customer communication tracking, AI guided sentiment tracking, and call center and customer service agent assistance via automation, an organized customer data and interaction tracking interface, and other tools and integrations.Kustomer and CustomersKustomer 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.,8,Zendesk, Zendesk Chat (formerly Zopim) and Zendesk Talk,8,Shopify, Atlassian Confluence, Zenefits, ShiftboardI would not recommend KustomerI've been with Kustomer for a little over 2 years now and cannot recommend it highly enough. While it certainly has had issues in the past with overall functionality, ease of use, and system outages, I would recommend it based on my company's practical use of it as a CRM.,The user interface is clean and easy to use. It doesn't crash too often. Allows for easy access to information, sometimes.,It's tough to dig through information. It does malfunction often to the point where our system is down for hours. It's not very user-friendly. Not very intuitive.,3,It's tough to get information quickly. The CRM does allow for a ton of data. Negative impact on our ROI.,Salesforce Community Cloud,2,Google Analytics Premium, Salesforce Commerce Cloud, AdminitrackKutomer Ticketing SystemI've been using Kusotmer for almost 3 years now and I can say that it's one of the best ticketing systems I've ever used. It provides a lot of features including tracking, creating dashboards, etc. which help me organize my day and keep track of the progress of each of the teams. I highly recommend it,Working with tickets. Provides tracking. Dashboards for each of the teams in your company.,The interface could be a little better. Frequent maintenance updates, which sometime slow the platform. It can seem complicated for new users.,10,Fast and reliable. Improves growth. Helps measure progress.,9,Salesforce Commerce Cloud, Talkdesk, Atlassian Confluence, Google Ads (formerly AdWords), StripeExtremely customer focused CRM with a wide range of customizable optionsKustomer 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.,9,It has had a positive impact on customer experience. We're able to quickly respond to a wide variety of customer inquiries. It has had a positive impact on our internal processes. We're able to track and audit when things work and when they don't. It has had a positive impact on efficiency. We're able to quickly manage and track tasks in one place.,Onfleet, Talkdesk, ZendeskScrappy supportive CRMMultiple 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,8,Reduction in cost Increase in efficiency Improved CSAT,Zendesk,10,SlackGreat for a Small to Mid Size CompanyAt 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,8,Client issues are brought to our attention faster A different platform for marketing to our partners,Talkdesk, Yesware, Microsoft 365 BusinessVery Innovative Omnichannel Solution for Support TeamsWe 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,7,Positives: Good price per user and since they natively support omnichannel, it's a great deal. Safe to say we've also been able to realize faster response/resolution times with curated searches, workflows, etc. And I think we've created a better customer experience because we see the customer as a whole instead of fractions (ie, if an irate customer sends one email, then a text an hour later, and another email 20 minutes after that, we can notice that as an indication of their frustration level and respond appropriately [rather than 3 different agents casually handling those 3 separate cases and not acting with as much urgency/care]) Negatives: to be expected, but as the product offerings have expanded and they're bolstered their features & functionality, the price has become less desirable. Especially for handling voice conversations.,Zendesk, Freshdesk and Help Scout,Lesson.ly, Sprout Social, Humanity
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Kustomer
8 Ratings
Score 7.7 out of 101
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Kustomer Reviews

Kustomer
8 Ratings
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Score 7.7 out of 101

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Rachel Blankenship profile photo
September 19, 2019

Kustomer and Customers

Score 8 out of 10
Vetted Review
Verified User
Review Source
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 allows for all the information you need to be in one place, which assists in active research, troubleshooting, and overall problem solving. With this in mind, it’s incredibly easy for our trainees to become confused or overwhelmed with how much is presented at one time. It is also helpful as they won’t have to travel to multiple different tools or sites to find the answer that they need.
Read Rachel Blankenship's full review
Zach Spar profile photo
Score 3 out of 10
Vetted Review
Verified User
Review Source
I've been with Kustomer for a little over 2 years now and cannot recommend it highly enough. While it certainly has had issues in the past with overall functionality, ease of use, and system outages, I would recommend it based on my company's practical use of it as a CRM.
  • The user interface is clean and easy to use.
  • It doesn't crash too often.
  • Allows for easy access to information, sometimes.
  • It's tough to dig through information.
  • It does malfunction often to the point where our system is down for hours.
  • It's not very user-friendly.
  • Not very intuitive.
It's difficult to recommend Kustomer to all companies, but maybe for those who are recently starting out and need an alternative CRM at a lower cost.
Read Zach Spar's full review
No photo available
September 19, 2019

Kutomer Ticketing System

Score 10 out of 10
Vetted Review
Verified User
Review Source
I've been using Kusotmer for almost 3 years now and I can say that it's one of the best ticketing systems I've ever used. It provides a lot of features including tracking, creating dashboards, etc. which help me organize my day and keep track of the progress of each of the teams. I highly recommend it
  • Working with tickets.
  • Provides tracking.
  • Dashboards for each of the teams in your company.
  • The interface could be a little better.
  • Frequent maintenance updates, which sometime slow the platform.
  • It can seem complicated for new users.
If you are working in a company with a lot of different departments, Kustomer can help you keep the communication level at the highest. You can use it to assign tickets to different teams and different people in order to get a solution for any issues you may have on a daily basis.
Read this authenticated review
No photo available
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Kustomer is well suited for communication via email, phone, SMS, or chat between customers and Customer Care Agents. It's also well suited for conversations between employees and vendors/facilities. It keeps everyone accountable by time-stamping every single message and action. Sometimes it is less appropriate for things that require very quick communication and answers. People requiring communication multiple times a day can be tedious due to having to tag and close every conversation.
Read this authenticated review
No photo available
September 19, 2019

Scrappy supportive CRM

Score 8 out of 10
Vetted Review
Verified User
Review Source
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
It's very well suited for people who are supporting a customer base where the relationship with the customer is important.
Read this authenticated review
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
I feel that Kustomer is great for any company looking for one place to manage all customer service inquiries. Because of its communication functionality, it makes tracking all inbound and outbound communication easy. However, I would say it is not great for a large scale company mainly because it still has a few bugs that need to be figured out.
Read this authenticated review
Meagan McKinnon profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source
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
Great omnichannel solution (voice, chat, sms, email). Collaborate across multiple teams and throughout the org. Set custom business rules and get fairly decent reporting (although reporting could honestly be better). If you adopt Kustomer, be prepared to have someone on your team that knows Javascript as many of the best uses for the product require some heavy lifting with JSON/workflows. They integrate with a decent number of other apps for surveying, analytics, etc.
Read Meagan McKinnon's full review

About Kustomer

Kustomer is a customer experience management platform from the company of the same name headquartered in New York, supporting retail, ecommerce, and enterprise entities with customer communication tracking, AI guided sentiment tracking, and call center and customer service agent assistance via automation, an organized customer data and interaction tracking interface, and other tools and integrations.

Kustomer Technical Details

Operating Systems: Unspecified
Mobile Application:No