Kustomer Experience
September 24, 2020
Kustomer Experience
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Kustomer
Kustomer is used by our whole organization. It's being used to track any trending issues we encounter, and also allows us to escalate to the proper channels. It also allows us to hold accountability as a company as we use Kustomer to note any issue or concern that arises with our neighbors.
- Escalations - accurately escalates any issues to the correct department with macros and pre-filled form of information that is needed.
- Notes - Kustomer gives us the ability to notate our interactions with customers. It also allows us to correspond with our customers via email right on the same page, which is really neat.
- Insight Panel - this is by far one of my favorite things, as we go through concerns or issues it tracks our paths and how we got to the resolution
- Notes - although I really like the note aspect, and I think this may be asking a lot, but sometimes I find that my notes will disappear sometimes, it would be nice if it would auto-save my notes kind of like a draft on Gmail.
- Insight Panel - it would be nice to copy all that information to a clipboard of some type in case we need to include that information in our notes as well.
- I'd also like to see escalations to departments to be easier pointed out.
- Kustomer really has a huge impact on customer satisfaction as it always leads me to a successful resolution.
- My productivity is always high as well due to Kustomer having data that helps me keep track and stay on track.
- Lastly, for this, yes, Kustomer has a tendency to lead me to a faster resolution rather than if I were solving on my own.
I have not had any experience with other programs like Kustomer.