Custom Customer Experience in Kustomer
December 12, 2019

Custom Customer Experience in Kustomer

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

Overall Satisfaction with Kustomer

Kustomer is being used as the CRM for our customer experience team. It helps us manage the contacts from a variety of channels, and facilitates migration between channels for our customers. Additionally, we're able to integrate with systems such as Amazon Connect in order to track the states of our agents for more effective workforce management. From a reporting standpoint, we've been able to make most connections we've wanted and have access to our Kustomer-related reporting via a data stream and on into our BI tools.
  • Customized experience.
  • Multi-channel routing.
  • Built-in reporting.
  • Newer CRM; not a lot of established integrations yet.
  • Increased productivity.
  • Expanded insights.
I was not personally involved in the decision-making process when selecting a new CRM and ultimately settling on Kustomer. That said, I'm happy with the decision to partner with them. Compared to our previous CRMs, it is much easier to work with everything in one place and we now have a lot more control over how we configure our environment to meet the needs of our business.
Kustomer is a good CRM for a multi-channel environment that needs moderate customization but isn't able to develop an in-house solution. The team has been very accommodating in helping us tailor our instance of Kustomer for our particular needs. The systems are fairly flexible, which allow for it to grow and adapt as your processes change.