Great Customer Service Tool
September 29, 2020

Great Customer Service Tool

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

Overall Satisfaction with Kustomer

My company is using Kustomer for email and social support to help communicate and assist our customers on a daily basis! We use this to address issues, help with shipping, reach out to giveaway winners, let our customers know about their account, and answer any questions they may have for us.

Pros

  • Allows us to have internal notes for QA purposes
  • Allows us to store the user's information on the right-hand sidebar for easy information retrieval
  • Allows us to see the conversation history

Cons

  • The interface can seem intimidating and may be hard to train on.
  • Could use a more user-friendly language when it comes to the action history on tickets
  • We are able to reach more customers in shorter time.
  • We are able to educate our customers one on one.
  • We are able to connect with our customers one on one.
I think Kustomer is great for customer service.

Kustomer Feature Ratings

Incident and problem management
7.5
Organize and prioritize service tickets
8
Expert directory
5
Subscription-based notifications
8
ITSM collaboration and documentation
4
Ticket creation and submission
10
Ticket response
10
Self Help Community
3.0
External knowledge base
3
Internal knowledge base
3
Multi-Channel Help
8.7
Customer portal
10
IVR
Not Rated
Social integration
6
Email support
10
Help Desk CRM integration
Not Rated

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