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Flexible, Scalable, and Highly Configurable - jack of all trades, master of many
August 01, 2023

Flexible, Scalable, and Highly Configurable - jack of all trades, master of many

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

Overall Satisfaction with Kustomer

We use Kustomer to consolidate communication with our end users. We pipe in data from a number of other sources to give as complete a picture of our users to our service agents as possible. We also manage a customer-facing knowledge base, contact and communication forms, and a chat assistant using Kustomer's technology.
  • multi channel communication
  • customizable workflows and business rules for getting very granular about how you handle each situation
  • complex routing capabilities to distribute work across a team with different skill sets
  • custom attributes are available at customer, conversation, company, and other object levels, allowing you to group, tag, flag, respond, highlight, etc. as needed using whatever cross section helps your use case
  • customizable insight cards to alter the look and feel, present important information to agents, connect to other systems, etc.
  • The conversational assistant (chat bot) is powerful, but would benefit by a visual or "tree"-like designer similar to what is seen on their workflow builder
  • When building business rules, it would be great to see examples of what customers or conversations would be affected by a given set of conditions
  • first contact resolution is improved because you can get a whole picture of the client, not just a ticket
  • FAQs/help articles are already in the platform, so can be leveraged in automatic email and chat bot responses
  • we're able to easily prioritize and shift what issues need to be handled first while in backlog
I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.

Do you think Kustomer delivers good value for the price?

Yes

Are you happy with Kustomer's feature set?

Yes

Did Kustomer live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Kustomer go as expected?

I wasn't involved with the implementation phase

Would you buy Kustomer again?

Yes

I would say the greatest strength of Kustomer is its flexibility. In the hands of a skilled admin, it can be adapted to tons and tons of different use cases. I've been able to make custom displays for different groups of agents, produce complex cross sections of users, draw interesting data relationships combining marketing contacts and customer-initiated contacts. For example, there's really no other data source in our company which could tell you which users received a specific promo code and checked out with it, received their delivery within 14 days and then can related that to the number of times they contacted us about using our product. At the intersection of communication, marketing, data, and relationship-management, Kustomer shines at the center.

I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!

Kustomer Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
10
Ticket creation and submission
9
Ticket response
10
Self Help Community
8.0
External knowledge base
9
Internal knowledge base
7
Multi-Channel Help
9.3
Social integration
8
Email support
10
Help Desk CRM integration
10

Kustomer Support

Our CSM and TAM have been invaluable, and have both been excellent resources to help drive business decisions and more effective use of the platform. They actually are experts in the field and the software and creative, much more than "pat you on the head and keep you happy" experiences I've had with other "success" teams. The chat and email based support from the company uses their own software for managing service (big red flag if they didn't - I'm looking at you Talkdesk) and are very skilled and knowledgeable.

Using Kustomer

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.