Kustomer

Kustomer

About TrustRadius Scoring
Score 8.2 out of 100
Kustomer

Overview

Recent Reviews

Honesty At Work!

10 out of 10
October 29, 2020
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 out of 10
September 30, 2020
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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Great Customer Service Tool

9 out of 10
September 29, 2020
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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Kustomer's Customer Review

9 out of 10
September 29, 2020
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 out of 10
September 29, 2020
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

9 out of 10
September 29, 2020
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
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
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 is Customer Knowledge

8 out of 10
September 28, 2020
Kustomer is used across our company to provide a account history for our customers, communications between departments, transfer of …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020

Popular Features

View all 13 features

Ticket response (16)

9.1
91%

Email support (16)

9.1
91%

Ticket creation and submission (16)

9.0
90%

Organize and prioritize service tickets (15)

8.6
86%

Reviewer Pros & Cons

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Video Reviews

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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

8.6
86%

Self Help Community

7.7
77%

Multi-Channel Help

8.7
87%

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

Comparisons

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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 Ticket response and Email support and Help Desk CRM integration highest, with a score of 9.1.

Who uses Kustomer?

The most common users of Kustomer are from Mid-sized Companies (51-1,000 employees) and the Consumer Services industry.

Reviews

(1-2 of 2)
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September 29, 2020

My Kustomer Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.