Kustomer Customer Reviews 2024

Kustomer

Composite Score

7.5 /10

CX Score

7.9 /10

23 Reviews Write a Review

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What is Kustomer?

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.

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Kustomer Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kustomer.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+93 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Kustomer?

4% Negative

0% Neutral

96% Positive

Pros

Performance Enhancing
Trustworthy
Respectful
Fair

Feature Ratings

Average 77

Agent Scripting

Multi Channel Support

Contact Center Integration

Agent Collaboration

Customer Self Service Capabilities

Customer Service Workflow Management

Mobile Customer Care

Intelligent Search

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Vendor Capability Ratings

Average 77

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Customization

Business Value Created

Ease of IT Administration

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Availability and Quality of Training

Kustomer Reviews

Juan M.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2022

Easiest CRM to use

Likeliness to Recommend

10 /10

What differentiates Kustomer from other similar products?

It has a simpler approach to all the tools you usually have in CRM softwares. It has everything on a single page and it has easy to find buttons for different categories that take you to settings or to reporting without getting lost. It also has a side tab where you can keep tabs on what you were previously using and you avoid loosing your progress on a case you're working on

What is your favorite aspect of this product?

The amount of features it has without overloading your screen with data or with a bunch of buttons. The way it makes it simpler than other CRMs is what makes me love this product

What do you dislike most about this product?

In reporting, getting to the menu is quite easy and to use the default reports, but creating custom reports it's a bit more complex and requires a lot of investigation and trying.

What recommendations would you give to someone considering this product?

If they are looking to implement the tool for a customer service operation, I would suggest integrating Kustomer with tools such as TextExpander for easy storage of knowledge base articles and the fact that Kustomer let's you use it within their app. I would also suggest using the tag functions for easier reporting data to find trends.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Nika B.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

All the possibilities

Likeliness to Recommend

9 /10

What differentiates Kustomer from other similar products?

First of all the way conversations work with kustomer, you can easily check all of the interactions (chat,call,email) with specific customer. The ability to set up automatic responses for FAQ and some specific contacts is another big plus. You can create shortcuts for multiple language, which makes conversations very simple! You can customize shortcuts anyway you want. Another feature is to add internal notes, which is only visible to the team, if there is some request from a customer, you can leave an internal note and transfer the conversation to another person!

What is your favorite aspect of this product?

Favorite aspect of the kustomer would be easiness and customization. It's simple to use, yet you can also use some advanced feature. You can set up custom search tools to find specific conversations, with a lot of filters. It could be simple but you can also create some really advanced filters.

What do you dislike most about this product?

Over time, when a lot of conversations add up to one specific customer, it takes a long time to load, not like ages but it's a bit annoying. Another thing is the lack of support for social media, as it lacks some key features like gifs.

What recommendations would you give to someone considering this product?

A bit modern UI would be perfect, with some additional tools for reporting!

Pros

Saves Time
Reliable
Performance Enhancing
Enables Productivity

Role: Student Academic
Industry: Communications
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Mar 2022

fantastic product

Likeliness to Recommend

8 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Kustomer

What is Kustomer?

Company Details

Book a Free Demo Today!

Kustomer Ratings

85 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+93 Net Emotional Footprint

How much do users love Kustomer?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Kustomer Reviews

Juan M.

Easiest CRM to use

Likeliness to Recommend

Pros

Nika B.

All the possibilities

Likeliness to Recommend

Pros

fantastic product

Likeliness to Recommend

Pros

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Agent Scripting

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Customer Community Management

Vendor Capability Ratings

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