Honesty At Work!
Updated October 29, 2020

Honesty At Work!

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

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
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 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, from Facebook Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
5
Internal knowledge base
7
Customer portal
9
Email support
10

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

ProsCons
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

ProsCons
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
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.