Kustomer
Overview
What is Kustomer?
Recent Reviews
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Popular Features
View all 13 features- Ticket response (16)9.797%
- Email support (16)9.797%
- Ticket creation and submission (16)9.696%
- Organize and prioritize service tickets (15)8.686%
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Pricing
View all pricingEnterprise
$89
Ultimate
$139
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $89 per month per user
Product Demos
Features
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.
Today, the vendor states Kustomer is the core platform of some of customer service brands like Ring, Glovo, Glossier and Sweetgreen. Kustomer was acquired by Facebook in late 2020.
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 Video
Kustomer Integrations
- Shopify
- Twilio
- Aircall
- SurveyMonkey
- Shelf
- Five9
- Talkdesk
- UJET
- Amazon Connect
- Solvvy
- Olark
- Dialpad Talk
- Zipwhip
- Google Workspace
- WhatsApp Business
- FullStory
- MessageBird
- Adobe Commerce (Magento Commerce)
- Recharge
- Spree
- Chargify
- Nicereply
- Delighted by Qualtrics
- Customer Thermometer
- AskNicely
- Klaus
- Fivetran
- Looker
- Amazon Redshift
- Slack
- Snowflake
- Unbabel
- HubSpot Operations Hub (PieSync)
- Twilio Segment
- Calabrio ONE
- Atlassian 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
Comparisons
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Desk.com
Reviews and Ratings
Attribute Ratings
Reviews
(1-25 of 37)- Popular Filters
Kustomer CRM Solution - Great Choice
- Email Communication
- Internal Tickets
- Chat Conversations
- Internal Notes
- Teammate Tagging for visibility
- Email Thread Visibility
- Exporting Emails to PDF
- GUI needs to improve
Honesty At Work!
Kustomer is very easy to use and with a minimum amount of internet data, you can easily send your replies to customers wherever you are in the world as long as you're connected to the internet.
- It collects all the data from the customer who sends their emails to us and organizes it alphabetically.
- It gives us an option to create and save a customer's info as a profile so whenever they email again, we can easily identify them.
- It lets us reply to customers easily.
- It should give us options to assign a ticket without showing who assigned it.
- More themes options
- Easy fix for issues like why replies are not sent
- Hassle less tools
- Efficient
- Online training
- in-person training
Treating your customers like people, not tickets
- Allows you to treat a customer as a person, not a ticket
- Reps can see the whole picture of a customer's history.
- Tons of integrations!
- More "out-of-the-box" integrations that don't require JSON or programming experience
- Ability for managers to easily do quality assurance on reps
- Easier phone integration
My Kustomer Review
- Speed--it's a very quick program and does not require any extra RAM or processing power.
- Balance--between being easy to use and also staying formal with colleagues
- Communication, because businesses depend on it and Kustomer allows for ease when communicating
- Color--Kustomer can look very bland with just two themes to choose from.
- B2B communication--I'm not sure if this is possible to be honest.
- Sometimes it gets buggy and crashes and that can be a pain.
- Provides an easy tool to create "shortcut" responses for an endless amount of scenarios where our team can have helpful user tips and tricks sent to customers in an incredibly timely manner.
- Kustomer has a great and easy tagging system so our team is aware of what is a highly urgent priority to address right away and manage other items in a timely manner.
- Kustomer has great integrations that make our CX team's day-to-day lives much easier, providing order numbers, order dates, customer details, etc. available right at their fingertips, which allows for a deeper level of quick customer support.
- I do wish it was easier for me to hop into Kustomer quickly and open up a new ticket myself using just a customer email I have and know I need to use to help reach out to someone, this could be different than the email they had used to order, which makes it tricky to find in a search.
- I also wish there was a social media monitoring aspect to Kustomer, as we have many comments on social media needing customer support that we have to get back to manually.
Great Customer Service Tool
- Allows us to have internal notes for QA purposes
- Allows us to store the user's information on the right-hand sidebar for easy information retrieval
- Allows us to see the conversation history
- The interface can seem intimidating and may be hard to train on.
- Could use a more user-friendly language when it comes to the action history on tickets
Kustomer's Customer Review
- Documents incoming communications
- Allows order visibility and accessibility
- Tracks customer requests in real-time
- Make a more user friendly version of overlapping information
- Allow plugins to be viewed on one screen
My Kustomer Review
- Great organization of different types of tickets
- The ability to connect so many teams on one single platform
- Easy to learn and use, not too many steps to follow
- Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
- Different teams could have differently colored notes.
- The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
All the information, all in one place
- All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
- The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
- We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
- Kustomer is great because no chats are abandoned, even if the customer leaves we are still able to convert those contacts into email. Unfortunately, this also means that the ability to analyze abandoned chat data (in order to better distribute CS agents) is extremely limited.
- In general, the reporting functionality is not very intuitive. I would recommend requesting a lot of help when setting up your customized reports as you will not have visibility on all data feeding into a report without outside help.
- Reporting numbers change day to day. This means that if you are creating a report or reviewing data you will need to wait at least 24 hours before pulling data.
Super efficient and organized!
- I love that we have Kustomer linked through UJet so we can call customers with ease.
- Kustomer makes things super easy to understand and everything is laid out and organized in an easy to see and use way.
- It's so efficient that Kustomer auto-populates conversations for us to get to customers quicker.
- Sometimes updates are done at inconvenient times and suspend our progress for a bit.
My Kustomer Review
- Helps the user to know everything about every customer
- Communication with all clients through email and text
- Organized very well between all departments
- Tickets do not get assigned to the appropriate representative
- Chats should pop up like Facebook chats
- We should mark some tickets as high priority because some notes get lost.
- Online training
- in-person training
- no training
My Kustomer Review
- The website is very light so even when there's an internet issue, I can still use a hotspot to run Kustomer.
- The interface of the website is very user friendly. It's easy to navigate and is easy to learn as well.
- Kustomer has a very good contrasting color scheme. The right contrast between the background of the website and content is one of the most basic yet most important web design principles that should never be overlooked.
- Maybe a little improvement on how fast we get a solution to every outage
- Make the loading time for the website a bit faster
- I hope this will be compatible with mobile soon.
Kustomer is a fantastic business solution.
- Customer organization
- It helps avoid duplicate profiles.
- Multiple support types can be done in one platform and customer profile.
- Kustomer could use more advanced email features, similar to Outlook or Gmail.
Kustomer satisfaction
- Quick
- Efficient
- Organized
- Nothing so far can be improved
Kustomer is Customer Knowledge
- Knowledge.
- Customer history.
- Accuracy.
- Education.
- Saving notes while in another note.
- Drop-down menu in right panel should be more user friendly for searching.
Kustomer Experience
- Escalations - accurately escalates any issues to the correct department with macros and pre-filled form of information that is needed.
- Notes - Kustomer gives us the ability to notate our interactions with customers. It also allows us to correspond with our customers via email right on the same page, which is really neat.
- Insight Panel - this is by far one of my favorite things, as we go through concerns or issues it tracks our paths and how we got to the resolution
- Notes - although I really like the note aspect, and I think this may be asking a lot, but sometimes I find that my notes will disappear sometimes, it would be nice if it would auto-save my notes kind of like a draft on Gmail.
- Insight Panel - it would be nice to copy all that information to a clipboard of some type in case we need to include that information in our notes as well.
- I'd also like to see escalations to departments to be easier pointed out.
Kustomer and Customers
- 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 Review
- 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 a great tool
- Workflows
- Automations
- Improved documentation,
- Fewer bugs in workflow building.
Kustomer's favorite kustomer
- 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 in my day-to-day work
- 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 Review
- 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 a platform to deliver real change and level up your support team, you can rely on Kustomer.
- 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.
Custom Customer Experience in Kustomer
- Customized experience.
- Multi-channel routing.
- Built-in reporting.
- Newer CRM; not a lot of established integrations yet.
Kustomer Konquers All!
- 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