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Kustomer is a versatile platform used by various teams within organizations, such as the Customer Care Team, Daily Operations Team, Truck …
Starting at $89 per month per user
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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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Popular Features
- Ticket response (17)9.292%
- Email support (17)9.292%
- Organize and prioritize service tickets (16)9.191%
- Ticket creation and submission (17)8.484%
Reviewer Pros & Cons
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
Features
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Product Details
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- 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.
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
Kustomer Integrations
- Shopify
- Twilio
- Aircall
- SurveyMonkey
- Shelf
- Five9
- Talkdesk
- UJET
- Amazon Connect
- Solvvy
- Olark
- Dialpad Ai Voice
- Twilio Zipwhip (discontinued)
- Google Workspace
- WhatsApp Business
- Fullstory
- MessageBird
- Adobe Commerce (Magento Commerce)
- Recharge
- Spree
- Maxio
- Nicereply
- Delighted by Qualtrics
- Customer Thermometer
- AskNicely
- Klaus
- Fivetran
- Looker
- Amazon Redshift
- Slack
- Snowflake
- Unbabel
- HubSpot Operations Hub
- Twilio Segment
- Calabrio ONE
- 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
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.
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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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!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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
96.66666666666666%
9.7
80%
8.0
93.33333333333334%
9.3
- first contact resolution is improved because you can get a whole picture of the client, not just a ticket
- FAQs/help articles are already in the platform, so can be leveraged in automatic email and chat bot responses
- we're able to easily prioritize and shift what issues need to be handled first while in backlog
I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.
September 29, 2020
My Kustomer Review
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.
83.33333333333334%
8.3
90%
9.0
78%
7.8
- Faster issue resolution, finishing your work on time
- Keeping our clients happy and satisfied
- Able to connect with multiple clients at the same time
- Troubleshooting--any issues that we have are typically resolved immediately.
The organization has chosen Kustomer, and I believe that they have not made a mistake. I think that Kustomer is easy to use and understand. I have heard about Zendesk but I do not have any experience. In the future, I will definitely recommend people use Kustomer because of our success rate. The mission of Kustomer is being achieved.
950
They represent account management, customer support, data entry, finance
3
They have to have a faculty of information and basic skills in programming. They help whenever we have issues with Kustomer and try to resolve the problem ASAP.
- Transferring a ticket to other departments
- Tagging another representative on a note
- Snoozing a ticket
- Different departments work together to resolve issues
- We need tickets to be marked as important so they do not get lost.
- Kustomer needs to integrate with Viber or WhatsApp.
- Live chat needs to improve so you are able to chat with multiple clients at the same time.
- The ability to send larger files via email and text
- The ability to open multiple tickets at the same time
Not Sure
- Product Usability
- Product Reputation
I will still evaluate the product as before. The usability as well as the interaction are excellent. The product is really good and it's also very user friendly.
- Don't know
Change management was a minor issue with the implementation
They have made minor changes to how the tickets get resolved. Other than that, the organization has left the product as is.
- Manual self-assigned tickets
- Implementing different types of codes
- System overload
- Online training
- in-person training
- no training
It takes time to learn without training but at the end of the day, it is much easier than other products on the market. Everything takes time but Kustomer overall is very easy to use.
No - we have not done any custom code
Yes
Kustomer tickets do not mark as done sometimes. Also, Kustomer is usually slow and it is not due to the Wi-fi.
Whenever we have had issues with Kustomer, the customer support has responded within minutes. They have told us where the issue is and how fast it will be resolved. That is excellent customer support.
- Creating a ticket
- Sending a text or email
- Snoozing a ticket
- Transferring a ticket
- Updating information
- Merging accounts
- Saving data
- Facebook
- Admin or main work office website
- Salesforce
It is not as difficult as it seems. You just need to know the right information so there will not be any major issues moving forward.
- Viber
- WhatsApp
- Instagram
- File import/export
- API (e.g. SOAP or REST)
- Javascript widgets
My only advice is that, hopefully, Kustomer can keep this momentum running because they are doing a pretty good job.
The best advice I have is to be patient. That is the most effective way to deal with the vendor. You have to know what they need in order to be successful.
No
- Integrating with a new platform
- Signing in through email
- Able to check recent work
- To be able to resolve the problem much faster
- Able to help clients with easier steps
- Able to receive chat, SMS, and email much quicker
No
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.
- It has had a positive impact because prior to Kustomer we were using 3 different tools that did not integrate together.
- Kustomer has allowed us to unify our communication, which saves time and provides greater accountability and easy information access.
- It also has helped us monitor team performance and quality due to the high visibility and open inboxes, which has positively affected our people management and coaching.
We selected Kustomer because we'd been using Slack for inner office communication, Talkdesk for phone calls, and Front for emails. Kustomer has unified our communications and allowed us to eliminate some tools. I have used Asana in a previous job and I preferred some features there and found it a bit more intuitive, but it does not offer as many integration features as Kustomer and is more of an organizational tool than a CRM.