The true value of flexibility
December 10, 2019

The true value of flexibility

Carlos Montoza Serrano | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Kustomer

We're using Kustomer as our main CRM platform for contacts from all of our user types. It solves most of the integration issues a platform like ours might have with other platforms, due to its really customisable interface and features, allowing us to provide support in more than 26 countries and 14 languages.
  • The amazing workflow system provides a powerful automation and connectivity engine.
  • Klass views can be customised to incredible levels, giving your support agents a fully functional interface.
  • The Kustomer team is always open to new functionalities and developments to enhance the experience.
  • They need to put more efforts on documentation. Right now via docs you only can learn 1/4 of its real capabilities.
  • Mobile SDKs still need some work.
  • Knowledgebase system needs visual edit interface.
  • Increased Customer Satisfaction.
  • Increased productivity.
  • Made integrations and automations easier.
Kustomer is far more scalable and flexible than Zendesk, and it provides a real omni-channel experience far from the "Zendesk for mails, Zendesk Chat for chats" we were used to. On the automation and customisation features, it gets even clearer how Kustomer can deal with a lot of stuff Zendesk simply can't.
It is appropriate for complex business scenarios, where lots of rules and automations are needed and cross-channel contacts are managed. Also for scenarios where a full view of the user experience timeline is a must. It's not so fitting for small businesses or simple configurations, for its flexibility requires more learning than simpler solutions.