1. Home
  2. Help Desk Software
  3. Kustomer Reviews
  4. User Review of Kustomer
If your CX team and customer-base are growing, I highly recommend Kustomer.
December 10, 2019

If your CX team and customer-base are growing, I highly recommend Kustomer.

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

Overall Satisfaction with Kustomer

Kustomer is being used within the RTR CX department and by some of our engineers on the tech team. We use this as the main platform for communicating with RTR customers. This gives the CX team the best view of the customer, by implementing our internal system and other key information about the customer. With the data within Kustomer, we are able to gather CSAT, SLA, and insight for the staffing model.
  • Customer timeline gives the ability to see more about the customer
  • Kustomer support team and TAM have a great partnership with their clients
  • Initially, the platform isn't the easiest to use. They could improve it with a better help center.
  • Some metrics don't line up with current RTR metrics, and it's hard to work around or decipher how to implement their metrics.
  • Customer timeline -- ability to see all customer inquiries and address customer needs
  • Sentiment -- gives insight to help improve CSAT
Zendesk did not give a big picture of the customer. It was more of a ticketing platform, and only gave statistics of those conversations. We were unable to track customer sentiment, or other attributes of the customer.
Kustomer's team is evolving and growing, however, they always put their clients first. Any issue, big or small, is addressed easily. The Kustomer team is always willing to hop on a call, visit on-site, or help in any other way.