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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 …
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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)
    8.3
    83%

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.

8.5
Avg 7.6
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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

(66)

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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
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.
Incident and problem management (6)
98.33333333333334%
9.8
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
60%
6.0
External knowledge base
50%
5.0
Internal knowledge base
70%
7.0
Multi-Channel Help (2)
95%
9.5
Customer portal
90%
9.0
Email support
100%
10.0
  • Increased customer satisfaction
  • Increased productivity
  • Faster issue resolution
Kustomer is different from Slack since Slack is just for communicating with the whole team while Kustomer is more on communicating with our customers.
9
A tool to communicate with customers and resolve their issues
9
Customer service skills
  • Customer Service
  • Communication
  • Resolution
  • Technical
  • To be able to merge multiple accounts
  • Search customer's previous accounts
  • Check the people's productivity
  • Still to communicate
  • To resolve issues
  • To manage customer's emails
Because there's no other tool like Kustomer
Not Sure
  • Product Features
  • Product Usability
  • Existing Relationship with the Vendor
  • Positive Sales Experience with the Vendor
  • Analyst Reports
These were chosen by our clients so I know it's the best
Nothing to change since it's all perfect.
  • Implemented in-house
No
  • Just needed time to familiarize it
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
  • Online training
  • in-person training
Because they are very hands-on in training us and very approachable
It was very easy to understand.
Yes, the product is easy to learn without training.
The product is easy to configure
Go to settings to configure notifications so you'll know if there's a new ticket that is available to answer
Some - we have done small customizations to the interface
Easy as it is on the settings, easy to manage.
No - we have not done any custom code
Nothing else
They can be easily contact and there was a time I was having trouble with some features but they resolve it quickly.
  • Replying to the customer
  • Searching for customer's account
  • Closing a ticket
  • Only the unnecessary pop ups
No
Because it's light and easy to use
Because customer is flexible and scalable
Because Kustomer is available when you need it
Because ages load quickly, reports complete in a reasonable time frame, given their complexity
  • None
  • No
  • File import/export
Because Kustomer is designed for ease of integration
Be sure you know how to integrate
Not sure
Haven't experienced it
Haven't tried it
None
No
  • Efficiency
  • Less laggy
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.
Incident and problem management (6)
83.33333333333334%
8.3
Organize and prioritize service tickets
80%
8.0
Expert directory
100%
10.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
60%
6.0
Ticket response
100%
10.0
Self Help Community (2)
90%
9.0
External knowledge base
100%
10.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
78%
7.8
Customer portal
80%
8.0
IVR
60%
6.0
Social integration
80%
8.0
Email support
90%
9.0
Help Desk CRM integration
80%
8.0
  • 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
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
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
I would say I am very satisfied with the use and the main keys regarding the implementation of Kustomer.
  • Online training
  • in-person training
  • no training
No one has helped me or trained me in person.
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
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.
I do not believe the product configurability is too limited. I think that it is right for this type of product. There are some other systems that are too extensive and Kustomer is not that.
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
Because it is easy to use as well as it serves as a very important tool for communication. It merges with different applications and there are no issues like other platforms.
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
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.
  • 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
Depending on what you want to integrate it with, Kustomer is open to integrate with pretty much what their clients need.
My only advice is that, hopefully, Kustomer can keep this momentum running because they are doing a pretty good job.
I gave them this rating because it is very easy to use during the sales process. The client has everything they need to start their business on this platform.
It is very to use and work after the sale. There have been no issues so far.
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
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