Kustomer

Kustomer

4.5 / 5 6 reviews

Who Uses This Software?

B2C ecommerce, retail, consumer services, consumer electronics, consumer goods, travel/entertainment, subscription services, internet.


Average Ratings

6 Reviews
  • 4.5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $49.00/month/user
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Kustomer
  • www.kustomer.com/
  • Founded 2015
  • United States

About Kustomer

Kustomer is the first platform for Customer Experience, Service, and Support that focuses on customers, not tickets, enabling companies to know everything about every customer. Used by Slice, Glossier, Outdoor Voices, and more, Kustomer provides businesses with a full view of every customer's lifetime. Kustomer unifies all relevant data, customer history, apps, and systems, enabling informed service actions. Kustomer was founded in 2015 with headquarters in New York City.


Kustomer Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

Kustomer Reviews Recently Reviewed!


Capterra-loader

Very happy Kustomer! (HA get it?)

Jul 31, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Vendor Response

by Kustomer on August 01, 2018

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

Capterra-loader

Fast, and factual customer support!

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Kustomer brings together so much relevant information for us, in a single and quickly actionable workspace. We are presented with all of the data in one place, all interactions across SMS, Chat, Phone, Email and Shopify sales - allowing us to quickly understand the customer need, and respond. We give great pride in responding to customers quickly with accurate information - Kustomer enables this. Also, anytime we've had a question or needed help, Kustomer has been there for us, quickly, and with a smile!

Cons: The mobile client is really good, yet it needs to catchup with the desktop in terms of speed/usability.

Capterra-loader

Amazing CRM tool aggregating all communications around the customer

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Every communication from all mediums is nicely organized so you can see everything about the customer. Phone, email, SMS, FB messenger, email, all with great integrations!

Cons: Mobile version could be improved but I may be one of the few using it on the run. If there was a mobile app one day, it would be incredible!

Very helpful platform

Jan 11, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Having the possibility to enter internal and external notes. Being able to generate different reports as well as combining different types of conversations such as emails, texts etc.

Cons: Experiencing some outages (such as delayed emails) but this issues seems to be happening less lately.

It's an awesome app! User friendly and easy to use.

Jun 23, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's easy to navigate around, very comprehensive, user friendly, helps us a lot especially with the templates.

Cons: Sometimes it goes so slow especially when creating a new message and the new field doesn't pop- up right away.

Good experience, with options to improve

Jan 18, 2018
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

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