If you're looking for a platform to deliver real change and level up your support team, you can rely on Kustomer.
December 13, 2019

If you're looking for a platform to deliver real change and level up your support team, you can rely on Kustomer.

Gary McGrath | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Kustomer

We use Kustomer across various departments whenever we need to have an interaction with a customer. The main problem it addresses for us is bringing together all the various channels we need to support customers over into a single platform, where we can also link all of our other systems into, to give us better context to help resolve our customers' challenges.


  • True Omni Channel support, in a single conversation, a customer can switch from email, to chat, to Twitter, to Facebook and more, and it all lives in the same conversation. Which saves us a huge amount of time and ensures the customer does not need to repeat themselves.
  • The workflow engine behind Kustomer is hugely powerful. It's the backbone of all our integrations and process flows. You can perform very complicated multi-step processes within workflows to save your staff 100s of hours of time.


  • The workflow engine is a bit buggy, so we love it and hate it at the same time, It would be great if the UI was not so clunky.
  • Kustomer is based in the US, so they often reply quite slowly to our support requests. It would be great to see them open up a support hub in the EU.
  • When Kustomer replaced our existing system, we had a CSAT below 70%. And since implementing it, we've consistently achieved above 95%.
  • We used to get customers complaining to us all the time that we took a long time to answer them, however now in our feedback, we consistently see comments about how fast and efficient our support team is.
Intercom, Kayako, Zendesk, Freshdesk have all been used by myself in the past, and were evaluated before we chose to go with Kustomer.
Anywhere where you need to converse with a customer, I'd highly recommend Kustomer. But you need to ensure you have a team that can support its setup, as you will struggle to get the most out of it unless you commit time and resources to implementing it.


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