Kustomer's favorite kustomer
December 18, 2019

Kustomer's favorite kustomer

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

Overall Satisfaction with Kustomer

Kustomer is being used to manage all of our customer contact with our company through our customer service department. It consolidates an individual customer's order history/information and allows us to personalize interactions. We also utilize it as an omnichannel tool, in which our agents can switch from one channel of support effortlessly.

Pros

  • Omnichannel support, the ability to change between channels effortlessly.
  • Integrating information from other platforms to be displayed on one dashboard.

Cons

  • Allowing more opportunity and integration with the knowledge base and contact form.
  • More plain text solutions, such as the knowledge base and workflows so we can work without the need for developers and engineers.
  • Increased customer satisfaction.
  • Increased productivity per user.
Kustomer is far more intuitive, personal, and holistic than Zendesk. As a company who has a lot of interaction with a single customer, it is such an advantage to take the customer approach rather than a single ticket approach. Zendesk was very limited in a lot of the actions and customizations you could implement on the tool.

I also really appreciate Kustomer's UI, the Zendesk UI was painful to look at.
The Kustomer platform was designed to offer a holistic view of our company's individual customers and allowing our agents to understand the entire scope and history of our customer, without deviating from the one screen. As a company with a high exchange rate, it's important that we have this insight into the customer's history so we can take a personal approach when communicating with the individual.

Kustomer is less appropriate for teams with limited resources to developers and engineers. This bottleneck has allowed our team to be highly dependent on our Kustomer account manager, which may not be the case for companies with more technical resources available.

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