Kustomer

Who Uses Kustomer?

Mid-market and Enterprise. Retail/etail, Marketplaces, Subscription companies, Healthcare, Financial, Professional services, Software/tech, Wholesalers, Logistics and transportation services.

What Is Kustomer?

Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Powered by AI, Kustomer scales to meet the needs of contact centers and businesses, enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has raised over $174M in venture funding.

Kustomer Details

Kustomer

http://www.kustomer.com/

Founded 2015

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Starting price

US$89.00/month
US$14.00/month
US$19.00/month
US$5,500.00/one-time

Free Version

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Free Version No
Free Version No

Free Trial

Free Trial No
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Kustomer deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Kustomer Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Campaign Management
  • Chat/Messaging
  • Communication Management
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Visualisation
  • Drag & Drop
  • Email Management
  • Engagement Tracking
  • Feedback Management
  • Knowledge Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Predictive Analytics
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Search/Filter
  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Widgets
  • Workflow Management

View full list of Customer Experience Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Centre Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Forms
  • Customisable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Centre Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritisation
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

Kustomer Alternatives

More Kustomer alternatives

Kustomer Reviews for UK Users

Read all reviews

Overall rating

4.6/5

Average score

Ease of Use 4.7
Customer Service 4.5
Features 4.5
Value for Money 4.4

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Meagan M.
Meagan M.
Head Of Customer Experience
Internet, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 01/08/2018

"Very happy Kustomer! (HA get it?)"

Comments: when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate.

Pros: the concept can't be beat - aggregating multiple customer touchpoints into a timeline really gives you an immediate sense of that user. not only can you quickly glance at context clues (like purchases, NPS surveys, and support cases) but with the right integrations, you already know WHICH customer is calling as within a second of answering the call. this makes it easy for your agents to already dive into the issue and pitch solutions without having to ask for name, confirmation number, etc. all the basics are there too like user profile with easy edits, merging, moving, forwarding, notes, macros, etc. since we got in early we've seen a lot of exciting features and changes with kustomer over the last year. autopilot steers tickets right to your agents so they don't go cherry picking through searches. making new searches is crazy easy and you can set specific team-based or user-based permissions for them. @mentions available for internal notes on cases. there's an internal knowledge base they recently released which seems awesome, though we've yet to utilize it. CSM and customer support are pretty great too.

Cons: there's a lot they still aspire to - they're a young company who just secured another round of funding and with any luck they'll hire a lot of developers. we've been a somewhat demanding client but the truth is that you need robust reporting to understand your CX/CS teams and hold them accountable. they out-of-the-box reports that kustomer offers are "good" but leave a lot to be desired. you can export custom CSVs to find what you need but it's not always possible to find what you need at all, and only one person can export at a time per environment. additionally, while the concept of open API and full access for users to write scripts and worfklows for their environments is wonderful in theory, the documentation provided for workflows is weak. if you don't know javascript, you'll struggle to write your own workflows.

Vendor Response

by Kustomer on 01/08/2018

Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :)

  • Reviewer Source 
  • Reviewed on 01/08/2018
Sixto Q.
Account Manager
Consumer Services, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 10/08/2021

"Kustomer - Customer Service Solution"

Comments: Excellent.

Pros: I really like the user interface. It allows for all your team to collaborate and review your work and offer assistance.

Cons: I am finding really hard to manage the main dashboard when I am scrolling through my inbox. I would like for Kustomer to have an option for a more compact view for your conversations.

  • Reviewer Source 
  • Reviewed on 10/08/2021
Elmedina B.
LMT
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 18/01/2018

"Good experience, with options to improve"

Pros: - Helpful for the company
- Raised the communication throughout the employees
- A lot of issues were fixed by using it

Cons: - The included tags after some times or in some cases immediately disappear
- The mention option will be good to be as a separate option
- Sometimes the 'My open conversation' disappear from the system
- My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me

  • Reviewer Source 
  • Reviewed on 18/01/2018
Maija P.
Operations Associate
Information Technology & Services, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 22/01/2020

"Centralized Customer Interactions"

Comments: Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search.

Pros: I like that Kustomer creates a centralized database of customer communications. At a glance, I can see a full history of customer chats, emails and internal notes. I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication. Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible.

Cons: I least like that some of the icons for different functions look similar, so if I'm looking quickly, I sometimes select the wrong action. For example, the icon to edit customer details looks similar enough to the icon for reassigning a ticket to another team member (both include the outline of a person's head) so at least a few times a week I accidentally select one instead of the other.

  • Reviewer Source 
  • Reviewed on 22/01/2020
Jessie B.
Jessie B.
Fit Stylist
Consumer Services, 201-500 Employees
Used the Software for: 1-5 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 17/07/2019

"smooth, efficient, what more could you ask for?"

Comments: I have had a great overall experience with Kustomer. It has helped us grow within our customer interactions and aid us with information to be of more assistance. I feel like this program is amazing for all contact center to utilize.

Pros: I like how this software merges all contacts with customers, all contact are within one pager per customer so you can see when they reach out, how many times and even incorporates our ratings for the interaction. We even have access to orders the customer has placed which has eliminated the need to have multiple tabs open. We have the ability to see ho much they have spent with us as well, it makes our job so much easier and gives us access to information more quickly. I also enjoy the different statuses that we can be in to let our managers know what we are doing and to track our efficiency.

Cons: I do not like how sometimes near then end of my shift this program shuts down, and causes me to have a delay in my work day and even interacting with customers. I also don't like the generic names it gives people contacting us prior to them identifying themselves. An example of theses are (purple compass, green broom, silver basket) basically a color and an object to identify customers.This program also opens a new tab to be available to customers with amazon connect, this forces us to have another tab open causing our screens to be cluttered.
I do not like how free trials of expanding text programs fo not work within this, you have to pay for the ability to use the specific program I am referring to, so then we had to find a less efficient program to assist with expanding our text. Also a grammar program we used doesn't link up with this either.

  • Reviewer Source 
  • Reviewed on 17/07/2019