Kustomer is more than Customer with a K
Anonymous | TrustRadius Reviewer
December 10, 2019

Kustomer is more than Customer with a K

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Kustomer

Kustomer is being used as our Customer Care CRM to help address customer order issues, product questions, and recommendations in the health and wellness realm.
  • Providing the full customer profile picture. It helps us quickly assist customers when we can easily view their entire timeline of interactions with Customer Care.
  • Kustomer is attentive to feature requests and seeks to release useful updates to the platform based on our needs.
  • Platform stability. Over the last year, the platform has shown more and more downtime and slowed interactions overall.
  • Bulk messaging ability could be drastically improved by allowing the import of email lists.
  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
It is of the upmost importance! Having full visibility into customers' histories allows advocates and management alike to make decisions quickly and better assist customers in the long run.
Being able to access customer information from multiple sources in one place helps reduce (and even eliminate) the need for our advocates to have multiple systems open. This allows for the majority of customer solutions to be executed from within Kustomer rather than jumping from tab to tab as we operated previously.
Omnichannel capabilities help us solve customer issues in one place and this has led to quicker resolution times overall. It is always a pleasure to exceed a customer's expectation and respond quicker than ever before, allowing us to "wow" customers with our response time.
Automation through custom workflows has allowed us to intelligently sort and solve conversations that do not require an advocate contact which helps preserve advocate time for conversations that require their special touch. If our desk is contacted with a donation request (something our Customer Care department doesn't handle), keywording allows us to respond with our standard response and get the request solved upon contact without an manual response from our advocates as we previously operated.
Reporting helps us ID needed improvements for our advocates and coach toward improvement. It also helps us gauge overall health of our desk.
Moving from Zendesk to Kustomer was driven by the clarity that the customer timeline brings for advocate engagement alongside the custom workflow abilities.
It works amazing as a Customer Relationship Manager by bringing all customer info into one space for a complete picture.