Item: Kustomer
Rating: 9
Author: Verified User

Overall Satisfaction with Kustomer

Use Cases and Deployment Scope

We used Kustomer as our main B2C communication tool. It was super helpful in keeping comms organized and gave everyone on our team transparency into each other’s workload.

Pros and Cons

Pros

Organize communication per customer so nothing gets lost or slipped through the cracks
Customizable interface so that team leads can set up the platform in unquie ways for their specific team to be successful
Great customer support team ready to answer questions and provide solutions or workarounds for unique problems.
Insight into communication for the whole team so that providing support to other team members is seamless (especially helpful when another teammate is out of office)

Cons

Integrations across more platforms would be helpful. I did find it time consuming to create a new contact manually every time someone reached out from our website for the first time.
SLA tracking could have been improved from a managerial standpoint
Easier way to create and share templates across teams would have been helpful

Return on Investment

Not sure about the value of the product as I was not involved in the billing for the product but the tool itself was integral in our daily business operations
Our sales team used it to communicate with customers and our B2B team used it to communicate with vendors. As a small business it was super helpful to be able to have transparency on those communications company-wide

Usability

Super user friendly platform! As an onboarding lead, I was easily able to train new team members on the functionality of this platform.

Alternatives Considered

HubSpot CRM and Salesforce Sales Cloud

I think that Kustomer is the most user friendly BUT I think the other platforms are built to do a lot more and can be much more customized

Key Insights

Do you think Kustomer delivers good value for the price?

Not sure

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?

Yes

Would you buy Kustomer again?

Yes

Great for a small organization- not sure how it would work for a larger and more complex team. The product support team were really great and able to provide help as needed. The platform is very user friendly and I would definitely recommend it to others looking for a new communication organization tool.

Kustomer Feature Ratings

Comments

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Wonderful tool with a great customer support team!