Kustomer CRM Solution - Great Choice
April 28, 2022

Kustomer CRM Solution - Great Choice

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

Overall Satisfaction with Kustomer

We use Kustomer to address all customer interactions, including email, our platform that handles individual and group chats, an internal ticketing system for action items, etc. It has worked well for us since it allows us to centralize all communications and allows a great deal of visibility for our team to work together and tackle any issue or item that our clients send our way. I strongly recommend this CRM, and the Kustomer team has helped us make the necessary changes on their API for the Kustomer app to adapt better to our needs and daily use.
  • Email Communication
  • Internal Tickets
  • Chat Conversations
  • Internal Notes
  • Teammate Tagging for visibility
  • Email Thread Visibility
  • Exporting Emails to PDF
  • GUI needs to improve
  • It has really helped us to improve our ART over all the departments.
It has improved a lot of the training time needed for our new hires to understand the Kustomer interface and how to handle communications fully. The time invested went significantly down, and the learning curve improved a lot as well.

Do you think Kustomer delivers good value for the price?


Are you happy with Kustomer's feature set?


Did Kustomer live up to sales and marketing promises?


Did implementation of Kustomer go as expected?

I wasn't involved with the implementation phase

Would you buy Kustomer again?


I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
I did not reach out to Kustomer support when we had an issue. Still, whenever we provide feedback to our manager regarding what can improve based on our experience using Kustomer, our manager always comments that Kustomer support always replies with some positive feedback based on our suggestions.
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.

Kustomer Feature Ratings

Ticket creation and submission
Ticket response
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Social integration
Email support
Help Desk CRM integration