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.
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!
VU
Verified User
Administrator in Information Technology (201-500 employees)
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.
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
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.
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.
It is being used company-wide in addressing our customers' concerns. The interface of the Kustomer made our jobs easier and does shorten the waiting time of the customers for a response. All in all, Kustomer is very convenient.
Pros
The website is very light so even when there's an internet issue, I can still use a hotspot to run Kustomer.
The interface of the website is very user friendly. It's easy to navigate and is easy to learn as well.
Kustomer has a very good contrasting color scheme. The right contrast between the background of the website and content is one of the most basic yet most important web design principles that should never be overlooked.
Cons
Maybe a little improvement on how fast we get a solution to every outage
Make the loading time for the website a bit faster
I hope this will be compatible with mobile soon.
Likelihood to Recommend
Even if the website is not perfect, Kustomer is a great tool to use in handling customers' concerns.
It's used as our main ticketing and notation system for all inbound and outbound customer contact via phone, chat, or email. It's used by most of the organization, except those who contact our customers directly through social media channels. It solves the problem of having a multitude of systems for a single customer. All notes and contact details are in one, centralized place.
Pros
Customer organization
It helps avoid duplicate profiles.
Multiple support types can be done in one platform and customer profile.
Cons
Kustomer could use more advanced email features, similar to Outlook or Gmail.
Likelihood to Recommend
Kustomer is a great solution for any business that needs to organize their customer profiles, notes, and other information in a single place. This benefits customer service teams, sales teams, and provides great statistics to workforce management teams as well. I'd recommend this to anyone who wants to see increased productivity and efficiency from their teams.
VU
Verified User
Employee in Customer Service (1001-5000 employees)
Kustomer is used across our company to provide a account history for our customers, communications between departments, transfer of information, and to provide job aid tools. It provides knowledge across departments that is in sync with company policy and provide the best customer experience. Seamless knowledge for employees and customers.
Pros
Knowledge.
Customer history.
Accuracy.
Education.
Cons
Saving notes while in another note.
Drop-down menu in right panel should be more user friendly for searching.
Likelihood to Recommend
To provide detailed troubleshooting history Kustomer has an option in right panel that provides various scenarios depending on the issue. This is a customizable feature specific to our company that assists techs in helping our customers have a better experience with our product. This is a very useful aspect of Kustomer that I hope they will continue to grow.
We use it in our customer service department. It helps to efficiently assist customers with issues regarding our products and services.
Pros
Efficient, easy to use platform.
Support team is always there to assist if we run into an issue with the platform.
Cons
The LiveChat isn't always efficient/easy to use.
Likelihood to Recommend
Kustomer is great for any company selling products or services where issues can arrive, whether it be with the products, shipping, or other more obscure issues. It may not be needed for smaller companies; but as they grow, Kustomer can be a great tool.
Kustomer is being used to manage all of our customer contact with our company through our customer service department. It consolidates an individual customer's order history/information and allows us to personalize interactions. We also utilize it as an omnichannel tool, in which our agents can switch from one channel of support effortlessly.
Pros
Omnichannel support, the ability to change between channels effortlessly.
Integrating information from other platforms to be displayed on one dashboard.
Cons
Allowing more opportunity and integration with the knowledge base and contact form.
More plain text solutions, such as the knowledge base and workflows so we can work without the need for developers and engineers.
Likelihood to Recommend
The Kustomer platform was designed to offer a holistic view of our company's individual customers and allowing our agents to understand the entire scope and history of our customer, without deviating from the one screen. As a company with a high exchange rate, it's important that we have this insight into the customer's history so we can take a personal approach when communicating with the individual.
Kustomer is less appropriate for teams with limited resources to developers and engineers. This bottleneck has allowed our team to be highly dependent on our Kustomer account manager, which may not be the case for companies with more technical resources available.
