Who Uses This Software?

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


Average Ratings

18 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $99.00/month/user
    See pricing details
  • Free Demo
  • 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

Customer Friendships are created with Kustomer. We are the next-gen platform for Customer Management, Service, and Support. Used by people-first brands like Away, Glossier, and Ring. Kustomer enables you to know everything about customers and their journeys. It tracks every purchase made, product returned, ad clicked on or comments made on social; presenting it on a beautiful, always in context, omni-channel timeline view for the agent, so that they consistently deliver white glove service.


Kustomer Features

  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 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 Management

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 :)

sleek, efficient, super helpful

May 19, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I love that Kustomer has brought efficiency to communicating with customers! This software allows all conversations with each individual customer to be in one place to make your job and life easier. Ease of searching for customers is there, the order history, you can click on the order and it links you to the website that contains our orders(Shopify). You can search by name, email, phone number. This has been a welcome transition from a different software and it has simply made everything much easier. You have the ability to select statuses to notify management what you are doing:break, lunch, emailing, available. This allows your time to be accounted for efficiently.

Cons: Implementation was super difficult however the difficulty was worth it, I really wish my company had the Kustomer team to explain how the program worked and we had at least one seminar with it. There is always a learning curve when adjusting to new software, this transition was worth it. In the beginning, we could not see when a customer was typing to us, and if they were available/online this has since changed.

Overall: The business problems that we are solving are having streamlined conversations that are able to be found with a simple search, this saves us time and a headache! Being able to see our payment processing platform in a sidebar allows us to access information quicker, we can stay in the same program rather than opening up a new window then searching. Being able to select a status notifies your manager what exactly you are doing as far as work time.

Helps you to resolve work related tasks

Mar 28, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Kustomer is a great tool and software that every company should have. Before Kustomer we were using different softwares and admin but after we started to work in Kustomer we realized how much efficient and easy Kustomer was. This software is part of our daily job where we communicate with our colleagues and solve different tickets and issues. Kustomer allows you to send sms and emails to your partners and customers and keep track of all information in one place.

Cons: So far everything seems to be working fine maybe Kustomer should improve the dropdowns a little bit but so far everything is good.

Overall: Kustomer is one of the main tools of every company. You can keep track of your employees and all the information with the partners and customers. Overall it's a great product.

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.

Ease of use

Mar 13, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
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Pros: It literally answers any company`s needs by the level of customization available. It has a great ticketing system used for assigning tasks or tickets at each company level. The possibility of assigning tickets with different priorities is also one of the things that i love. It is a all in one tool for partner/client communication by text or email which is absolutely amazing.

Cons: The bugs that appear from time to time. The small lags when working.

Overall: So far it`s been amazing. Kustomer is literally an all round player giving me options to deal with tasks and resolve issues for my clients while also having the option to communicate with them in a subtle and professional way. We have multiple departments within the company i work for and assigning the task to the appropriate team/department is super easy. Can`t be happier with it.

Improving our customer service!

Apr 02, 2019
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 has given our team much needed insight on our partners, and makes it easy to review and communicate. It has helped increase capacity, and increase resolutions!

Cons: The software took a little time to learn personally, but this is normal with any new software! It is still easy to learn and manage.

Overall: Kustomer has helped build stronger customer relations

Efficient problem solving tool

Mar 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I work in an app which helps local pizzerias drive more business. So whenever an issue comes up, it goes to my Kustomer account, it's perfectly accessible, problem solving tool which puts my everyday life at ease. You can even snooze the tickets and solve them another day!

Cons: Sometimes you might create a ticket by a mistake and you cannot delete it, that's the only thing that's bugging me.

One of the best ticketing systems

Mar 21, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Kustomer is one of the best ticketing systems, really easy to use and if provides you with stats about the workload which really helps me organize my time

Cons: so far I haven't had any issues, I don't have anything to add here

Super flexible solution with lots of potential

Dec 24, 2018
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Kustomer is very adaptable, and I think it has a big potential to cover the mail-tracking needs of large remote teams. I love the way inboxes can be shared while still being able to know who did what, when, and communicating between team members through notes. I also find the option to include different kinds of "events" and objects that are not just emails to a thread is incredibly handy in tracking the progress of support tickets.

Cons: It's not the most user-friendly email tool I've used. It takes quite a bit to get used to the different functionalities it has, and searching for emails can be quite a task (I miss some of the regular gmail tools!). Sometimes a rule set incorrectly can cause emails to skip the inbox which results in fuming clients. Other than that.. it's a solid tool.

Overall: Used Kustomer for client success and customer service in different SaaS companies.

Compact product. Highly recommended.

Mar 27, 2019
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: How organised it is. And how organised keeps the workflow. Amazing asset for big companies.

Cons: At times, dropdown categories tend to get confusing.

Amazing!!

Mar 21, 2019
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: It has awesome features and I cannot even tell how easy it is to use.

Cons: Nothing, everything works great, I love it

Overall: Overall, the whole experience is awesome and I would highly recommend it to anyone.

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.

Kustomer is great for work

Apr 01, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its great to keep everything organized and send tickets to the correct teams

Cons: It logs out itself after a little while of not being active

Overall: Its great for the business im in, i can keep tabs of what is going on with every specific shop

Essential for any customer care/service team

Dec 14, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: How easily you can track every action/communication that is done by a customer. Having the timeline with everything in one place eliminates need to search to piece together a customer's history. Also can manage integrations with internal software pretty well

Cons: Not super intuitive for new users how it works. The search function is also not the best

perfect to use for work

Apr 02, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: it has everything you need in one place, easy communication great for workplace

Cons: none cons for now, everything works great

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