Kustomer is the #1 platform to keep track of customer service interactions.
September 30, 2019

Kustomer is the #1 platform to keep track of customer service interactions.

Noelis Ciriaco | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Kustomer

Kustomer is being used across the board at my company. The online customer service team mainly uses this platform to handle all customer inquiries, complaints, returns/exchanges, etc. With the new updates, store employees and the online customer service team can now cross-reference and assist customers with their inquiries regarding in-store purchases. The platform is super interactive and allows our job to run smoothly in terms of operations.

Kustomer allows customers to contact us via text, live chat, email and phone, and the platform records all customer interactions so that if there's ever an issue we have all of the proof on the platform. The platform is accessible anywhere as long as you have wifi, and it can also be accessed on mobile. I recommend this platform to all retail companies.

Pros

  • If a customer registers an email address with your company, anytime the customer reaches out to customer service using that email address Kustomer creates a profile for the client and records every time the customer reaches out, whether it's by SMS, email, live chat or phone call.
  • In my company, Kustomer is linked with our Shopify page which allows us to see order details from the Kustomer app without having to go to Shopify.
  • The customer information tab is helpful, it allows us to see how much money the customer has spent overall and also lists all the orders the customer has made with the dates purchased.

Cons

  • Allow representatives to include images (embed) within an email without having to provide the URL for the image.
  • Include autocorrect in the platform.
  • Kustomer is efficient, but I could not attest to ROI since I am a customer service representative. We don't focus on the analytics, that is a different department.
I've used Desk and other platforms in the past and none of them are as interactive or user friendly as Kustomer.
Kustomer is user-friendly, easy to navigate, and easy to understand. If you are unaware of something, when you hover over the icon it lets you know what it's for. It's a platform that stores and condenses all customer interactions.

Do you think Kustomer delivers good value for the price?

Yes

Are you happy with Kustomer's feature set?

Yes

Did Kustomer live up to sales and marketing promises?

Yes

Did implementation of Kustomer go as expected?

Yes

Would you buy Kustomer again?

Yes

Kustomer works well for scenarios when clients don't remember what they've ordered in the past, and you are able to tell them whether the order was made in-store or online. Representatives are able to visualize how many times a customer has reached out regarding the same inquiry since it is all kept under the customer profile.

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