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Extremely customer focused CRM with a wide range of customizable options
July 30, 2019

Extremely customer focused CRM with a wide range of customizable options

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Kustomer

Kustomer is being used by our Customer Care Team, Facility Communications Team, and Dispatch Team. It is used across several departments, but not the entire organization. It allows us to efficiently communicate with customers, vendors, and some employees while also tracking and keeping a record of every point of contact. Kustomer also allows seamless integration with other services like Facebook Messenger.
  • User management - Kustomer allows you to define different users in different roles.
  • Record keeping - Kustomer keeps detailed timestamps of communication and actions taken by users.
  • Organization - Kustomer allows your to personalize how you organize your searches and information.
  • Lack of scheduling - It would be nice if Kustomer had an option to schedule text messages or emails to be sent. This would allow users to be more proactive.
  • Over-complication - Some features can be overcomplicated and hard to use for some users, such as custom search.
  • Idle time - Kustomer automatically logs you out after a short period of time.
  • It has had a positive impact on customer experience. We're able to quickly respond to a wide variety of customer inquiries.
  • It has had a positive impact on our internal processes. We're able to track and audit when things work and when they don't.
  • It has had a positive impact on efficiency. We're able to quickly manage and track tasks in one place.
Kustomer is well suited for communication via email, phone, SMS, or chat between customers and Customer Care Agents. It's also well suited for conversations between employees and vendors/facilities. It keeps everyone accountable by time-stamping every single message and action. Sometimes it is less appropriate for things that require very quick communication and answers. People requiring communication multiple times a day can be tedious due to having to tag and close every conversation.