Kustomer

Kustomer

Top Rated
Top Rated
Kustomer

Overview

Reviews

Strongly recommended

8
I used Kustomer in the customer support department, we used for live chat, social media messages, and for emails, we had so many contacts …
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Great Customer Service Tool

9
My company is using Kustomer for email and social support to help communicate and assist our customers on a daily basis! We use this to …
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All the information, all in one place

8
Kustomer is used in our company exclusively for customer service inquiries. It allows us to gather all points of customer contact (phone, …
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My Kustomer Review

9
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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Honesty At Work!

10
Kustomer is our tool to respond to our customers. It is being used by the customer service department. The problems it is being addressed …
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My Kustomer Review

9
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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Kustomer's Customer Review

9
Kustomer is being used as a customer tracking as well as purchase order tracking and billing viewer. It allows a centralized point of …
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Super efficient and organized!

10
Kustomer is used within our entire customer experience team as well as across our company as a whole. We address business problems with …
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My Kustomer Review

10
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 is a fantastic business solution.

10
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 …
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Kustomer is Customer Knowledge

8
Kustomer is used across our company to provide a account history for our customers, communications between departments, transfer of …
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Kustomer Experience

10
Kustomer is used by our whole organization. It's being used to track any trending issues we encounter, and also allows us to escalate to …
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Kustomer satisfaction

10
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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Kustomer Review

10
We use it in our customer service department. It helps to efficiently assist customers with issues regarding our products and services.

Kustomer Review

10
Kustomer is the CRM platform for Bulletproof 360's Customer Care department. The system has been utilized to manage cross channel consumer …

Popular Features

View all 13 features

Email support (16)

9.0
90%

Ticket response (15)

8.9
89%

Ticket creation and submission (15)

8.7
87%

Organize and prioritize service tickets (15)

8.6
86%

Reviewer Pros & Cons

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Pricing

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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 Scorecard

Incident and problem management

8.5
85%

Self Help Community

7.8
78%

Multi-Channel Help

8.5
85%

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.

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

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

Kustomer Video

Overview of Kustomer’s platform.

Kustomer Downloadables

Kustomer Integrations

Kustomer Competitors

Kustomer Technical Details

Deployment TypesSaaS
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

Alternatives

View all alternatives

Frequently Asked Questions

What is Kustomer?

Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer aims to make resolution faster and easier for everyone.

How much does Kustomer cost?

Kustomer starts at $89.

What is Kustomer's best feature?

Reviewers rate Email support highest, with a score of 9.

Who uses Kustomer?

The most common users of Kustomer are from Mid-size Companies and the Consumer Services industry.

Reviews

(1-25 of 36)
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January 03, 2022

Strongly recommended

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • positive impact that customer cause in my organization, was that it very helped us to get customers contacts without any problem
  • sometimes it was working slow and didn't show the agents statuses
September 29, 2020

My Kustomer Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
September 30, 2020

My Kustomer Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Faster issue resolution is definitely a thing. Previously, we didn't have any system besides a Google spreadsheet.
  • Connecting Amazon Connect to it so that we can call our partners via the internet instead of actual physical phones.
  • Ability to track ticket resolution time in order to evaluate agents on their ability to solve problems in a quick manner
September 29, 2020

My Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Kustomer has been a great tool in increasing the team's productivity and hitting our SLAs.
  • We are able to help our customers faster now, avoiding escalations.
  • Through Kustomer, we are also seeing an increase in our customer satisfaction ratings.
September 24, 2020

Kustomer Experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Kustomer really has a huge impact on customer satisfaction as it always leads me to a successful resolution.
  • My productivity is always high as well due to Kustomer having data that helps me keep track and stay on track.
  • Lastly, for this, yes, Kustomer has a tendency to lead me to a faster resolution rather than if I were solving on my own.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • When Kustomer replaced our existing system, we had a CSAT below 70%. And since implementing it, we've consistently achieved above 95%.
  • We used to get customers complaining to us all the time that we took a long time to answer them, however now in our feedback, we consistently see comments about how fast and efficient our support team is.
Meagan McKinnon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Positives: Good price per user and since they natively support omnichannel, it's a great deal. Safe to say we've also been able to realize faster response/resolution times with curated searches, workflows, etc. And I think we've created a better customer experience because we see the customer as a whole instead of fractions (ie, if an irate customer sends one email, then a text an hour later, and another email 20 minutes after that, we can notice that as an indication of their frustration level and respond appropriately [rather than 3 different agents casually handling those 3 separate cases and not acting with as much urgency/care])
  • Negatives: to be expected, but as the product offerings have expanded and they're bolstered their features & functionality, the price has become less desirable. Especially for handling voice conversations.