Score 7.9 out of 10


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...
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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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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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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 (16)
  • Email support (16)
  • Ticket creation and submission (16)
  • Organize and prioritize service tickets (15)

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Kustomer, and make your voice heard!

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View all pricing



per month, per user



per month, per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.kustomer.com/pricing


  • 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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Incident and problem management

Streamlining ticketing and service restoration processes

8.8Avg 8.1

Self Help Community

Features that allow customers to self-service for support issues.

7.7Avg 8.0

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.

9.2Avg 8.1
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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.

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

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 Video

Overview of Kustomer’s platform.

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 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.

Kustomer starts at $89.

Zendesk Support 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 9.8.

The most common users of Kustomer are from Mid-sized Companies (51-1,000 employees).
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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
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)
Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
Self Help Community (2)
External knowledge base
Internal knowledge base
Multi-Channel Help (2)
Customer portal
Email support
  • 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.
A tool to communicate with customers and resolve their issues
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
  • 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
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
  • Efficiency
  • Less laggy
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