Honesty At Work!
Updated October 29, 2020

Honesty At Work!

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

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.
  • 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
Kustomer is different from Slack since Slack is just for communicating with the whole team while Kustomer is more on communicating with our customers.
There are times that our replies are not being sent, and we don't know how to fix it so we just let that reply not send. Most of the time, the Kustomer tool is easy to use and comfortable to use. When I am not at home and connected to pocket wifi, I can still use Kustomer because it only needs a minimum amount of data, which is a good thing when you are traveling.

Kustomer Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Email support

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
Because there's no other tool like Kustomer

Evaluating Kustomer and Competitors

  • 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

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
Not sure - We haven't change management
  • Just needed time to familiarize it

Kustomer Training

  • Online training
  • in-person training
Because they are very hands-on in training us and very approachable
It was very easy to understand.
Yes, the product is easy to learn without training.

Configuring Kustomer

The product is easy to configure
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

Kustomer Support

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
They can be easily contact and there was a time I was having trouble with some features but they resolve it quickly.

Using Kustomer

Like to use
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
Unnecessarily complex
  • Replying to the customer
  • Searching for customer's account
  • Closing a ticket
  • Only the unnecessary pop ups
Because it's light and easy to use

Kustomer Reliability

Because customer is flexible and scalable
Because Kustomer is available when you need it
Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Integrating Kustomer

Because Kustomer is designed for ease of integration
  • File import/export
Be sure you know how to integrate

Relationship with Kustomer, Inc.