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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.

Who Uses Kustomer?

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

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Reviews of Kustomer

Average score

Overall
4.6
Ease of Use
4.6
Customer Service
4.7
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
66%
4
29%
3
5%
Jisselle
Jisselle
Director of Customer Success in Trinidad & Tobago
Verified LinkedIn User
Food & Beverages, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Kustomer is a great omnichannel CRM!

5.0 2 years ago

Comments: I love that Kustomer is so sleek and well-designed. It isn't clunky, or hard to use. It's really streamlined. The reporting is A+, it's very in-depth for not just the customers but also your team. It works really well in tracking team performance and productivity, as well.

Pros:

I love the VERY in-depth reporting! No other HelpDesk or CRM has such thorough reporting. Having full visibility of the customer insights, help with retention and growth!

Cons:

It's on the expensive side. They only take on companies that can purchase 8+ seats, so it's not suitable for smaller businesses.

Verified Reviewer
Verified LinkedIn User
Financial Services, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Highly Configurable Customer Chat Tool

4.0 3 years ago

Comments: Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to
issues that we have with the tool. Their SDKs leave a bit to be desired though.

Pros:

Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools.

Cons:

The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point.

Jannice Gwen
Subject Matter Expert in US
Automotive, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Kustomer is very helpful as it is linked to our tools

5.0 2 months ago New

Pros:

We always use Kustomer as it is really helpful for us agents as it is our way to leave internal notes for every interactions which can be seen as well by the next agent who will assist the customer. Also, Kustomer tool is linked to one of our main tools and so it is easy for us to locate the accounts of our guests. Kustomer has a lot of features where in we can see our previous chats, listen to previous calls, or check the emails sent to the customers which can help us provide a good customer support experience.

Cons:

I think one of the things that I dislike about using Kustomer is that sometimes whenever we are being rated by our customers for a 5 star rating through UJET, it does not reflect or generate into a smiley and so our total score does not increase.

Verified Reviewer
Verified LinkedIn User
Education Management, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Great Tool for Customer Service and Help Desk

3.0 2 years ago

Comments: Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features.

Pros:

I used it for customer service and help desk. I considered this tool after some analysis of big brands available in market. I would say the result were good and it helped us improving our help desk requirement. Conversation system is easy too.

Cons:

Took some time to learn everything about this tool. My colleagues faced difficulty at initial stage but they grasped it after some time. Report export is slow.

Kenneth Jordy
Customer Service Representative in US
Financial Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Kustomer as your ticketing application

5.0 3 months ago

Comments: So far the experience with this application is still good and it is still recommended. It helps organize and make tasks easier.

Pros:

We use Kustomer for ticketing on emails and tickets relating to calls. It is valuable as we notate every interaction to assist customers on this application. This makes it easier to backtrack and review every customer interaction our customers have with us. It is fairly sorted and dated to avoid confusion as well and it is really easy to use!

Cons:

I experienced some flaws on the application mainly when merging tickets. Sometimes when we receive a new call, it will reroute even though we are still engaged on a different ticket, making it chaotic and sometimes you'll commit mistakes with merging the wrong ticket. It is inconvenient to split tickets on this application