About Kustomer
Kustomer is a modern customer support solution focused on providing fast, personalized customer service by empowering agents with all the information they need in one screen. Our platform is built around conversations, not tickets, so everything you need (customer data, order history, past conversations) is available in a single timeline view. Kustomer unifies communication across every channel (social, chat, email, SMS, voice) within the platform to avoid agent collision and customer frustration. Kustomer's powerful intelligent automation capabilities eliminate tedious manual tasks that saves you time and money.
Key benefits of Kustomer
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- Industry: Food & Beverages
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Kustomer is a great omnichannel CRM!
Reviewed on 02/06/2022
I love that Kustomer is so sleek and well-designed. It isn't clunky, or hard to use. It's really...
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.
Alternatives Considered
HubSpot CRMReasons for Choosing Kustomer
ZenDesk was incredibly clunky! The reporting was separate, it was not user-friendly, and the design was very dated.Switched From
Zendesk SuiteReasons for Switching to Kustomer
Kustomer's design won us over! It was again very sleek, the UI is really streamlined. UX is easy!- Industry: Financial Services Software
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 7.0 /10
Highly Configurable Customer Chat Tool
Reviewed on 28/09/2021
Overall it's a great tool for our customer support and in-app chat use case. They are generally...
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.
Reasons for Choosing Kustomer
Intercom seemed to be more focused on supporting the inbound sales use case for their product. Additionally, we wanted to be able to configure workflows into our support tool which Intercom did not support.Switched From
IntercomReasons for Switching to Kustomer
Kustomer was the closest to our existing solution. The company seemed to be the most focused on product development of any of the other vendors we looked at.- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Great Tool for Customer Service and Help Desk
Reviewed on 12/11/2022
Its good tool as compared to other but they need good documentation that is easy to understand and...
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.
- Industry: Leisure, Travel & Tourism
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Intuitive, Easily Customizable, Kustomer has been a great solution for our company.
Reviewed on 03/12/2021
Pros
With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone.
Cons
Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through.
Alternatives Considered
Zendesk SuiteReasons for Choosing Kustomer
Twilio Flex required too much engineering effort in order to make improvements or triage bugs.Switched From
Twilio- Industry: Fund-Raising
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Kustomer was a great move!
Reviewed on 03/10/2021
I like the social media integrations, aircall integration, calendly integration. I can get...
I like the social media integrations, aircall integration, calendly integration. I can get everything in one place, which helps my CS team to be more efficient daily. The support we have received from the Kustomer team has been outstanding, and they are always available when we need them. The setup was thorough and complete.
Pros
I like that I can find my customer information all on one easy-to-read customer tab. I like the robust search function to see conversations that I need.
Cons
I have not used my knowledge base yet after already using the product for over five months. Customer service has been great in trying to find a solution for us, though.
Alternatives Considered
Zendesk SuiteReasons for Choosing Kustomer
We could not have all of our customer information in one place with other sites as we can with Kustomer.Switched From
Help ScoutReasons for Switching to Kustomer
Zendesk has a lot of bells and whistles, but Kustomer was more back to basics with what we needed. And Kustomer is in no way basic they have an easy interface to understand what is available. I did not have to hire a third party to set up as I did with Zendesk.Kustomer FAQs
Below are some frequently asked questions for Kustomer.Q. What type of pricing plans does Kustomer offer?
Kustomer offers the following pricing plans:
- Starting from: $29.00/month
- Pricing model: Subscription
- Free Trial: Available
Professional: $29 per user/month (billed annually) Business: $49 per user/month (billed annually) Enterprise: $89 per user/month (billed annually) Ultimate: $139 per user/month (billed annually)
Q. Who are the typical users of Kustomer?
Kustomer has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Kustomer support?
Kustomer supports the following languages:
English
Q. Does Kustomer support mobile devices?
Kustomer supports the following devices:
Q. What other apps does Kustomer integrate with?
Kustomer integrates with the following applications:
8x8 Contact Center, Acuity Scheduling, Ada, Adobe Commerce, Aircall, Amazon Redshift, Assembled, BigCommerce, Calabrio One Suite, Calendly, Chargify, Clearbit, Convey, Customer Thermometer, Delighted, Dialpad, EvaluAgent, Five9, Fivetran, FullStory, Genesys Cloud CX, Gmail, Gong.io, Instabug, Instagram, JIRA Service Management, Jira, Klaus, Klaviyo, Looker, LoyaltyLion, MaestroQA, MessageBird, Meta for Business, Nicereply, Olark, Operations Hub, Playvox, Promoter.io, Segment, Shelf, Shopify, Slack, Snowflake, Solidus Smart, Solvvy, Spree, Stella Connect, SupportSync, SurveyMonkey, Swell, Talkdesk, Twilio, Twitter, UJET, Unbabel, WhatsApp, Yotpo, Zingtree, Zipwhip, eRecharge Byte Mobile Recharge Software, masvoz
Q. What level of support does Kustomer offer?
Kustomer offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat
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