Kustomer Reviews & Insights

Score8.7 out of 10

68 Reviews and Ratings

Community insights

TrustRadius Insights for Kustomer are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ability to Add Multiple Inboxes and Collaborate: Many users have expressed their satisfaction with Kustomer's feature that allows the addition of multiple inboxes and enables collaboration across a large team, fostering open communication and accountability among departments.

Efficient Organization and Task Assignment: Users appreciate the convenience of Kustomer's tagging and prioritization features, finding it easy to assign tasks to specific teams and individuals, resulting in streamlined organization.

Unified Customer Information: The integration of all customer information into one centralized space has been highly praised by users. They find great value in being able to access a comprehensive view of customer interactions, including both external communications and internal office discussions about each customer.

Reviews

36 Reviews

Wonderful tool with a great customer support team!

Rating: 9 out of 10

Incentivized

January 14, 2025

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

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

Likelihood to Recommend

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.

Verified User

Employee in Sales (51-200 employees)

Vetted Review

2 years of experience

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

Rating: 10 out of 10

Incentivized

August 1, 2023

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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

Likelihood to Recommend

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!

Verified User

Administrator in Information Technology (201-500 employees)

Vetted Review

2 years of experience

Kustomer CRM Solution - Great Choice

Rating: 9 out of 10

Incentivized

April 28, 2022

Use Cases and Deployment Scope

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.

Pros

Email Communication
Internal Tickets
Chat Conversations
Internal Notes
Teammate Tagging for visibility

Cons

Email Thread Visibility
Exporting Emails to PDF
GUI needs to improve

Likelihood to Recommend

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.

Sixto Quesada

Account Manager in Customer Service at Partner Hero (501-1000 employees)

Vetted Review

1 year of experience

Treating your customers like people, not tickets

Rating: 10 out of 10

Incentivized

October 24, 2020

Use Cases and Deployment Scope

We use Kustomer as our CS platform. We love that it allows us to treat our customers as individuals, not as just tickets. Being able to see the whole history with the customer allows us to provide better, more holistic service to our customers. The integrations with apps like Shopify, Returnly, and our review, NPS/CSAT apps give our reps an easy snapshot of all of our interactions with a customer.

Pros

Allows you to treat a customer as a person, not a ticket
Reps can see the whole picture of a customer's history.
Tons of integrations!

Cons

More "out-of-the-box" integrations that don't require JSON or programming experience
Ability for managers to easily do quality assurance on reps
Easier phone integration

Likelihood to Recommend

Kustomer is great for small and large teams. It has the flexibility to create routing and queues for additional segmentation of workflow, which is great for splitting the workload among reps. If you have a lot of systems that your reps need to use, this is a great option since it pulls them all together in one place.

Verified User

Director in Customer Service (1-10 employees)

Vetted Review

3 years of experience

Our day to day lives got easier because of Kustomer, yours probably will too!

Rating: 10 out of 10

Incentivized

September 29, 2020

Use Cases and Deployment Scope

Kustomer is used heavily by our Customer Experience Team. It is instrumental to organizing incoming customer emails, SMS messages, and chats by category/urgency so we are able to provide the best level of support in a timely manner.

Pros

Provides an easy tool to create "shortcut" responses for an endless amount of scenarios where our team can have helpful user tips and tricks sent to customers in an incredibly timely manner.
Kustomer has a great and easy tagging system so our team is aware of what is a highly urgent priority to address right away and manage other items in a timely manner.
Kustomer has great integrations that make our CX team's day-to-day lives much easier, providing order numbers, order dates, customer details, etc. available right at their fingertips, which allows for a deeper level of quick customer support.

Cons

I do wish it was easier for me to hop into Kustomer quickly and open up a new ticket myself using just a customer email I have and know I need to use to help reach out to someone, this could be different than the email they had used to order, which makes it tricky to find in a search.
I also wish there was a social media monitoring aspect to Kustomer, as we have many comments on social media needing customer support that we have to get back to manually.

Likelihood to Recommend

Kustomer is very well suited for any email support, SMS support, chat support, and many integrations, making it very easy to use. It is less appropriate for social media monitoring/reporting.

Verified User

Employee in Marketing (11-50 employees)

Vetted Review

1 year of experience

Great Customer Service Tool

Rating: 9 out of 10

Incentivized

September 29, 2020

Use Cases and Deployment Scope

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

Likelihood to Recommend

I think Kustomer is great for customer service.

Verified User

Employee in Customer Service (201-500 employees)

Vetted Review

1 year of experience

Kustomer's Customer Review

Rating: 9 out of 10

Incentivized

September 29, 2020

Use Cases and Deployment Scope

Kustomer is being used as a customer tracking as well as purchase order tracking and billing viewer. It allows a centralized point of access to all of our customers to utilize for optimal customer support.

Pros

Documents incoming communications
Allows order visibility and accessibility
Tracks customer requests in real-time

Cons

Make a more user friendly version of overlapping information
Allow plugins to be viewed on one screen

Likelihood to Recommend

In chat support, we have the ability to see all chats the customer has reached out about as well as phone conversations made. Email is also shown and very helpful when attempting to resolve constant repeat issues the customer is experiencing.

Verified User

Technician in Information Technology (1001-5000 employees)

Vetted Review

2 years of experience

All the information, all in one place

Rating: 8 out of 10

Incentivized

September 29, 2020

Use Cases and Deployment Scope

Kustomer is used in our company exclusively for customer service inquiries. It allows us to gather all points of customer contact (phone, email, chat, and social media channels) into one location to properly assess contact volume. It also filters all contacts from one customer, regardless of the channel, onto one page, so our agents have the most up-to-date information possible. This reduces duplicate contacts and helps them give relevant and accurate assistance.

Pros

All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

Cons

Kustomer is great because no chats are abandoned, even if the customer leaves we are still able to convert those contacts into email. Unfortunately, this also means that the ability to analyze abandoned chat data (in order to better distribute CS agents) is extremely limited.
In general, the reporting functionality is not very intuitive. I would recommend requesting a lot of help when setting up your customized reports as you will not have visibility on all data feeding into a report without outside help.
Reporting numbers change day to day. This means that if you are creating a report or reviewing data you will need to wait at least 24 hours before pulling data.

Likelihood to Recommend

After using both Salesforce and Five9, I prefer using Kustomer. While the issues gathering reporting data are frustrating at times, it offers a level of flexibility that makes it almost infinitely customizable. If you have a picture in your mind of the perfect platform to assist customers, you can mold Kustomer into whatever you want it to be. This freedom is wonderful, but if you are looking for more guidance it can be a bit much to wade through.

Verified User

Analyst in Customer Service (201-500 employees)

Vetted Review

1 year of experience

Honesty At Work!

Rating: 10 out of 10

Incentivized

September 29, 2020

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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

Likelihood to Recommend

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.

Verified User

Representative in Customer Service (11-50 employees)

Vetted Review

1 year of experience

Super efficient and organized!

Rating: 10 out of 10

Incentivized

September 29, 2020

Use Cases and Deployment Scope

Kustomer is used within our entire customer experience team as well as across our company as a whole. We address business problems with customers such as order organization and communication.

Pros

I love that we have Kustomer linked through UJet so we can call customers with ease.
Kustomer makes things super easy to understand and everything is laid out and organized in an easy to see and use way.
It's so efficient that Kustomer auto-populates conversations for us to get to customers quicker.

Cons

Sometimes updates are done at inconvenient times and suspend our progress for a bit.

Likelihood to Recommend

Kustomer is well suited for a customer experience squad because of it's efficiency and ease.

Verified User

Employee in Customer Service (51-200 employees)

Vetted Review

1 year of experience

Loading Reviews List....

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

Rating: 10 out of 10

Incentivized

August 1, 2023

Use Cases and Deployment Scope

Pros

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.

Cons

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

Likelihood to Recommend

Verified User

Administrator in Information Technology (201-500 employees)

Vetted Review

2 years of experience