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Kustomer

Kustomer

Overview

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,…

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Recent Reviews

TrustRadius Insights

Kustomer is a versatile platform used by various teams within organizations, such as the Customer Care Team, Daily Operations Team, Truck …
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Honesty At Work!

10 out of 10
October 29, 2020
Incentivized
Kustomer is our tool to respond to our customers. It is being used by the customer service department. The problems it is being addressed …
Continue reading

My Kustomer Review

9 out of 10
September 30, 2020
Incentivized
Our company uses Kustomer to communicate issues by sending tickets to appropriate departments and yes it is being used by most of the …
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My Kustomer Review

9 out of 10
September 29, 2020
Incentivized
Kustomer is used across the whole organization. The problems it addresses are communication with your accounts through SMS and email. It …
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My Kustomer Review

10 out of 10
September 29, 2020
Incentivized
It is being used company-wide in addressing our customers' concerns. The interface of the Kustomer made our jobs easier and does shorten …
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Kustomer satisfaction

10 out of 10
September 29, 2020
Incentivized
Kustomer is being used by our organization for our tickets in our troubleshooting departments as well as billing and other departments. It …
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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

View all 13 features
  • Ticket response (17)
    9.2
    92%
  • Email support (17)
    9.2
    92%
  • Organize and prioritize service tickets (16)
    9.1
    91%
  • Ticket creation and submission (17)
    8.5
    85%

Reviewer Pros & Cons

View all pros & cons
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Pricing

View all 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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.6
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.3
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.6
Avg 7.7
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Product Details

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

Screenshot of Example of a customer profile within Kustomer.Screenshot of Example of how Kustomer’s automated chats can save agents time by handling less complex requests automatically.

Kustomer Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported LanguagesAfrikaans, 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

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.

Zendesk Suite, Freshdesk, and Salesforce Service Cloud are common alternatives for Kustomer.

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).
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Comparisons

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Reviews and Ratings

(68)

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!

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

(1-25 of 25)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Kustomer to consolidate communication with our end users. We pipe in data from a number of other sources to give as complete a picture of our users to our service agents as possible. We also manage a customer-facing knowledge base, contact and communication forms, and a chat assistant using Kustomer's technology.
  • multi channel communication
  • customizable workflows and business rules for getting very granular about how you handle each situation
  • complex routing capabilities to distribute work across a team with different skill sets
  • custom attributes are available at customer, conversation, company, and other object levels, allowing you to group, tag, flag, respond, highlight, etc. as needed using whatever cross section helps your use case
  • customizable insight cards to alter the look and feel, present important information to agents, connect to other systems, etc.
  • The conversational assistant (chat bot) is powerful, but would benefit by a visual or "tree"-like designer similar to what is seen on their workflow builder
  • When building business rules, it would be great to see examples of what customers or conversations would be affected by a given set of conditions
I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center.

I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Kustomer to address all customer interactions, including email, our platform that handles individual and group chats, an internal ticketing system for action items, etc. It has worked well for us since it allows us to centralize all communications and allows a great deal of visibility for our team to work together and tackle any issue or item that our clients send our way. I strongly recommend this CRM, and the Kustomer team has helped us make the necessary changes on their API for the Kustomer app to adapt better to our needs and daily use.
  • Email Communication
  • Internal Tickets
  • Chat Conversations
  • Internal Notes
  • Teammate Tagging for visibility
  • Email Thread Visibility
  • Exporting Emails to PDF
  • GUI needs to improve
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
October 29, 2020

Honesty At Work!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Kustomer is our tool to respond to our customers. It is being used by the customer service department. The problems it is being addressed are mostly customers' problems or concerns with our product. They contact us directly from our website, then our website sends the signal to Kustomer, through which we then can see all the queues of customers emailing us.

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
There are times that our replies are not being sent, and we don't know how to fix it so we just let that reply not send. Most of the time, the Kustomer tool is easy to use and comfortable to use. When I am not at home and connected to pocket wifi, I can still use Kustomer because it only needs a minimum amount of data, which is a good thing when you are traveling.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Kustomer is used heavily by our Customer Experience Team. It is instrumental to organizing incoming customer emails, SMS messages, and chats by category/urgency so we are able to provide the best level of support in a timely manner.
  • 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.
Kustomer is very well suited for any email support, SMS support, chat support, and many integrations, making it very easy to use. It is less appropriate for social media monitoring/reporting.
September 29, 2020

My Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's being used across the whole organization, connecting different teams. We're an online ordering company. We work with thousands of restaurants. We market them on our App and make it possible for consumers to order online from these restaurants. The main purpose of Kustomer in my team is to inform me if there are any issues with the accounts (restaurants) that I'm managing (e.g., customer complaints, menu issues, schedule updates, etc.). And if there is anything that needs changing or updating on the account that I am unable to do, a ticket is sent to the appropriate team (Finance team, IT team, etc.).
  • 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.
Kustomer is amazing to use if you are a big company. It's an easy way to manage the workflow between teams. Also, it's a great tool to use when communicating with customers as well. Kustomer is user friendly without too many difficulties--a pretty easy to learn the system. It provides great organization of all requests and a great pipeline for cross-team communication.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Kustomer is used within our entire customer experience team as well as across our company as a whole. We address business problems with customers such as order organization and communication.
  • 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.
Kustomer is well suited for a customer experience squad because of it's efficiency and ease.
September 29, 2020

My Kustomer Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Kustomer is used across the whole organization. The problems it addresses are communication with your accounts through SMS and email. It transfers a ticket to another department if you are unable to resolve the problem.
  • 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.
Kustomer is a great tool to reach your clients. Emails and text messages get sent out straight away. One of the best aspects of Kustomer is that you are able to see if the email gets opened or not. Another great aspect is that clients can rate your service. You are able to see where you have provided excellent service and where you need improvement.
September 29, 2020

My Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is being used company-wide in addressing our customers' concerns. The interface of the Kustomer made our jobs easier and does shorten the waiting time of the customers for a response. All in all, Kustomer is very convenient.
  • 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.
Even if the website is not perfect, Kustomer is a great tool to use in handling customers' concerns.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's used as our main ticketing and notation system for all inbound and outbound customer contact via phone, chat, or email. It's used by most of the organization, except those who contact our customers directly through social media channels. It solves the problem of having a multitude of systems for a single customer. All notes and contact details are in one, centralized place.
  • 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 is a great solution for any business that needs to organize their customer profiles, notes, and other information in a single place. This benefits customer service teams, sales teams, and provides great statistics to workforce management teams as well. I'd recommend this to anyone who wants to see increased productivity and efficiency from their teams.
February 21, 2020

Kustomer and Customers

Rachel Blankenship | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
December 31, 2019

Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
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.
Julia Spencer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
December 11, 2019

Kustomer Konquers All!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Carlos Montoza Serrano | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
September 19, 2019

Scrappy supportive CRM

Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Meagan McKinnon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
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