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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)
    8.5
    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 38)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
October 29, 2020

Honesty At Work!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Allows you to treat a customer as a person, not a ticket
  • Reps can see the whole picture of a customer's history.
  • Tons of integrations!
  • More "out-of-the-box" integrations that don't require JSON or programming experience
  • Ability for managers to easily do quality assurance on reps
  • Easier phone integration
September 30, 2020

My Kustomer Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Speed--it's a very quick program and does not require any extra RAM or processing power.
  • Balance--between being easy to use and also staying formal with colleagues
  • Communication, because businesses depend on it and Kustomer allows for ease when communicating
  • Color--Kustomer can look very bland with just two themes to choose from.
  • B2B communication--I'm not sure if this is possible to be honest.
  • Sometimes it gets buggy and crashes and that can be a pain.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
September 29, 2020

Great Customer Service Tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Allows us to have internal notes for QA purposes
  • Allows us to store the user's information on the right-hand sidebar for easy information retrieval
  • Allows us to see the conversation history
  • The interface can seem intimidating and may be hard to train on.
  • Could use a more user-friendly language when it comes to the action history on tickets
September 29, 2020

Kustomer's Customer Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Documents incoming communications
  • Allows order visibility and accessibility
  • Tracks customer requests in real-time
  • Make a more user friendly version of overlapping information
  • Allow plugins to be viewed on one screen
September 29, 2020

My Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
  • Kustomer is great because no chats are abandoned, even if the customer leaves we are still able to convert those contacts into email. Unfortunately, this also means that the ability to analyze abandoned chat data (in order to better distribute CS agents) is extremely limited.
  • In general, the reporting functionality is not very intuitive. I would recommend requesting a lot of help when setting up your customized reports as you will not have visibility on all data feeding into a report without outside help.
  • Reporting numbers change day to day. This means that if you are creating a report or reviewing data you will need to wait at least 24 hours before pulling data.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
September 29, 2020

My Kustomer Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
September 29, 2020

My Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
September 24, 2020

Kustomer Experience

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Escalations - accurately escalates any issues to the correct department with macros and pre-filled form of information that is needed.
  • Notes - Kustomer gives us the ability to notate our interactions with customers. It also allows us to correspond with our customers via email right on the same page, which is really neat.
  • Insight Panel - this is by far one of my favorite things, as we go through concerns or issues it tracks our paths and how we got to the resolution
  • Notes - although I really like the note aspect, and I think this may be asking a lot, but sometimes I find that my notes will disappear sometimes, it would be nice if it would auto-save my notes kind of like a draft on Gmail.
  • Insight Panel - it would be nice to copy all that information to a clipboard of some type in case we need to include that information in our notes as well.
  • I'd also like to see escalations to departments to be easier pointed out.
February 21, 2020

Kustomer and Customers

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

Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
  • 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.
Julia Spencer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Easy-to-use shortcut system
  • Great note-taking platform
  • Does not always load customer info
  • Some info fields automatically delete info put in the first time. Then, when you enter a second time it saves it (email field).
December 16, 2019

Kustomer Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Integrations - Important for flow of data from one system to another.
  • Workflows - If you want to automate it, Kustomer will allow you to do so.
  • Reporting - The reporting structure that comes out of the box in Kustomer does not feel particularly strong, if you want GREAT data, integrate with a data studio.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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