Honesty At Work!
Overall Satisfaction with Kustomer
Kustomer is our tool to respond to our customers. It is being used by the customer service department. The problems it is being addressed are mostly customers' problems or concerns with our product. They contact us directly from our website, then our website sends the signal to Kustomer, through which we then can see all the queues of customers emailing us.
Kustomer is very easy to use and with a minimum amount of internet data, you can easily send your replies to customers wherever you are in the world as long as you're connected to the internet.
Kustomer is very easy to use and with a minimum amount of internet data, you can easily send your replies to customers wherever you are in the world as long as you're connected to the internet.
- It collects all the data from the customer who sends their emails to us and organizes it alphabetically.
- It gives us an option to create and save a customer's info as a profile so whenever they email again, we can easily identify them.
- It lets us reply to customers easily.
- It should give us options to assign a ticket without showing who assigned it.
- More themes options
- Easy fix for issues like why replies are not sent
- Hassle less tools
- Efficient
- Increased customer satisfaction
- Increased productivity
- Faster issue resolution
It really helps us to track customers because we can easily check the previous emails they've sent to understand their present issues or even unresolved issues from the past. Not only does it increase the accountability of every agent but it removes the hassle of asking the customers what happened last month or last year because the history is there for us to check.
We were able to manage and resolve customers' concerns and clear out our queue even during COVID. We've been able to manage the large number of emails stacking up every day. With the help of Kustomer, we've been able to slowly clear that up within about 2 weeks and we only have minimal staff.
The ability to have all agents on one page with every customer they assist means no need to reach out to other agents to ask what happened to a specific customer since all channels are being synced into one or Kustomer has the ability to merge all customers' avenues of contact.
Since Kustomer has this snooze option, whenever the customer replies, we will receive it back or whoever handles that customer. With that alone, we've benefited a lot by wasting less time. The organization benefited with regard to a seamless experience and efficiency. No more extra time to look for the customer that you handled and see if they've already responded or not.
Standard reports, all agents can just check their performance in Kustomer so no reporting needed. Kustomer will provide it under the account page. That's also one of the good things that Kustomer has. We do not need to ask our team lead for our performance because it will automatically be computed and provided by Kustomer.
Kustomer Feature Ratings
Using Kustomer
9 - A tool to communicate with customers and resolve their issues
9 - Customer service skills
- Customer Service
- Communication
- Resolution
- Technical
- To be able to merge multiple accounts
- Search customer's previous accounts
- Check the people's productivity
- Still to communicate
- To resolve issues
- To manage customer's emails
Evaluating Kustomer and Competitors
Not Sure
- Product Features
- Product Usability
- Existing Relationship with the Vendor
- Positive Sales Experience with the Vendor
- Analyst Reports
These were chosen by our clients so I know it's the best
Nothing to change since it's all perfect.
Kustomer Implementation
- Implemented in-house
Not sure - We haven't change management
- Just needed time to familiarize it
Kustomer Training
- Online training
- in-person training
Yes, the product is easy to learn without training.
Configuring Kustomer
Go to settings to configure notifications so you'll know if there's a new ticket that is available to answer
Some - we have done small customizations to the interface - Easy as it is on the settings, easy to manage.
No - we have not done any custom code
Nothing else
Kustomer Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
They can be easily contact and there was a time I was having trouble with some features but they resolve it quickly.
Using Kustomer
| Pros | Cons |
|---|---|
Like to use Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | Unnecessarily complex |
- Replying to the customer
- Searching for customer's account
- Closing a ticket
- Only the unnecessary pop ups
Kustomer Reliability
Integrating Kustomer
- File import/export
Be sure you know how to integrate
Relationship with Kustomer, Inc.
Haven't tried it