Kustomer Reviews

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Score 7.8 out of 100

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Reviews (1-21 of 21)

Charlotte Reiter profile photo
Score 6 out of 10
Vetted Review
Verified User
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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.
In general, Kustomer is a nice way to organize information in the right place and have team-wide visibility and accountability. The downside is that we have found it needs a lot of manual work and memory to use the functions correctly and this not only makes training new users somewhat complicated but leaves room for human error with tools like the user assignments, snoozing and marking items as done.
Read Charlotte Reiter's full review
Noelis Ciriaco profile photo
Score 10 out of 10
Vetted Review
Verified User
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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.
  • 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.
Kustomer works well for scenarios when clients don't remember what they've ordered in the past, and you are able to tell them whether the order was made in-store or online. Representatives are able to visualize how many times a customer has reached out regarding the same inquiry since it is all kept under the customer profile.
Read Noelis Ciriaco's full review
Tyler Pircio profile photo
December 30, 2019

Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
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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.
Kustomer is great for any company selling products or services where issues can arrive, whether it be with the products, shipping, or other more obscure issues. It may not be needed for smaller companies; but as they grow, Kustomer can be a great tool.
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Julia Spencer profile photo
Score 9 out of 10
Vetted Review
Verified User
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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.
The Kustomer platform was designed to offer a holistic view of our company's individual customers and allowing our agents to understand the entire scope and history of our customer, without deviating from the one screen. As a company with a high exchange rate, it's important that we have this insight into the customer's history so we can take a personal approach when communicating with the individual.

Kustomer is less appropriate for teams with limited resources to developers and engineers. This bottleneck has allowed our team to be highly dependent on our Kustomer account manager, which may not be the case for companies with more technical resources available.
Read Julia Spencer's full review
Courtland Graham profile photo
December 16, 2019

Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
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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.
If you're looking for something more than just a transactional help desk, Kustomer is the place to look. Kustomer allows you to communicate with all of your consumer base via any channel they desire, with a universal timeline functionality within to make sure those communications stay tied to the consumer and not a ticket.
Read Courtland Graham's full review
Gary McGrath profile photo
Score 10 out of 10
Vetted Review
Verified User
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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.
Anywhere where you need to converse with a customer, I'd highly recommend Kustomer. But you need to ensure you have a team that can support its setup, as you will struggle to get the most out of it unless you commit time and resources to implementing it.
Read Gary McGrath's full review
Ludovic Magnier profile photo
Score 9 out of 10
Vetted Review
Verified User
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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
Kustomer is a great CRM solution for companies looking at delivering a customised experience to users. It is a very open platform with a rich and well-documented API so, integrations with 3rd-party applications are relatively easy. The solution is still "green" in some areas (analytics, advanced routing, observability) and will probably not be suitable for large corporate organisations.
Read Ludovic Magnier's full review
Carlos Montoza Serrano profile photo
Score 10 out of 10
Vetted Review
Verified User
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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.
It is appropriate for complex business scenarios, where lots of rules and automations are needed and cross-channel contacts are managed. Also for scenarios where a full view of the user experience timeline is a must. It's not so fitting for small businesses or simple configurations, for its flexibility requires more learning than simpler solutions.
Read Carlos Montoza Serrano's full review
Rachel Blankenship profile photo
October 04, 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
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Score 8 out of 10
Vetted Review
Verified User
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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.
It works amazing as a Customer Relationship Manager by bringing all customer info into one space for a complete picture.
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Score 9 out of 10
Vetted Review
Verified User
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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).
Kustomer is great for talking back and forth with customers and notating interactions. May not be useful in companies that are more just make and order and ship it, no customer service involved. But for any company that troubleshoots devices and has to actually have long calls or email chains with people this is a superior platform to do it on.
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Score 9 out of 10
Vetted Review
Verified User
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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.
Kustomer is a good CRM for a multi-channel environment that needs moderate customization but isn't able to develop an in-house solution. The team has been very accommodating in helping us tailor our instance of Kustomer for our particular needs. The systems are fairly flexible, which allow for it to grow and adapt as your processes change.
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December 11, 2019

Kustomer Konquers All!

Score 8 out of 10
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Verified User
Review Source
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 provides a robust alternative to other CRMs on the market, and I was particularly enticed by their capability to pull in all of our backend information to help agents work more efficiently.
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Score 10 out of 10
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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.
Kustomer's team is evolving and growing, however, they always put their clients first. Any issue, big or small, is addressed easily. The Kustomer team is always willing to hop on a call, visit on-site, or help in any other way.
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December 20, 2019

Kustomer is a great tool

Score 8 out of 10
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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.
To make the most out of Kustomer you would need to have a good technical understanding of the workflows.
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Score 9 out of 10
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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.
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Score 8 out of 10
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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
Very good if you are looking for an omnichannel platform. It's great for a growing organization because onboarding new people is very easy. Perfect for those who need to collaborate across departments and within the team because customer conversations are organized in a very reader friendly format. It also integrates nicely with other software.
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September 19, 2019

Scrappy supportive CRM

Score 8 out of 10
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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.
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Meagan McKinnon profile photo
Score 7 out of 10
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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
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Score 8 out of 10
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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.
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About Kustomer

Kustomer is an omnichannel SaaS platform designed to reimagine enterprise customer service to deliver standout experiences - not resolve tickets. A customer-centric solution, Kustomer helps brands increase satisfaction and loyalty by empowering agents to engage customers in personalized, efficient, and effortless conversations.

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.

Kustomer Downloadables

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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
EditionPricing DetailsTerms
Enterprise$99per month, per user
Ultimate$169per 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