--- title: "Kustomer Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Kustomer the right Customer Service solution for you? Explore 80 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/158128/Kustomer/reviews/" page_type: "reviews" language: "en" --- Kustomer 4.7 (80) [View alternatives](https://www.capterra.com/p/158128/Kustomer/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated September 16th, 2026 # Reviews of Kustomer Ease of use 4.6 Customer Service 4.7 ## Pros and Cons in Reviews Aji K SubrevisiorTextiles, 201 - 500 employeesUsed the software for: Less than 6 months. “The platform allows for tailoring workflows based on specific business needs and customer segments, enabling personalized support.“ February 4, 2025 JA Jannice Gwen A Subject Matter ExpertAutomotive, 501 - 1,000 employeesUsed the software for: 1-2 years. “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.“ May 12, 2024 JM Julie M Dispatch ManagerConsumer Services, 11 - 50 employeesUsed the software for: 1-2 years. “I like that it helps us resolve customer inquiries after hours when we don't have a live agent to pick up the phone.“ February 3, 2025 Aaron F SVP of EngineeringHospital & Health Care, 51 - 200 employeesUsed the software for: More than 2 years. “Seems somewhat stagnant in terms of API updates.“ January 1, 2025 JA Jannice Gwen A Subject Matter ExpertAutomotive, 501 - 1,000 employeesUsed the software for: 1-2 years. “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.“ May 12, 2024 SD Shannen D OwnerFood Production, 2 - 10 employeesUsed the software for: Less than 6 months. “Couldnt get thru except fir live chat system wasnt connecting properly“ January 14, 2025 WH Wilson H Subject matter ExpertConsumer Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “We were able to manage our calls and email effectively, we could easily create a follow up with our client since the ticket will remain on agent's bucket for a long period of time.“ November 2, 2023 MA Miriam A ResearcherEducation Management, 2 - 10 employeesUsed the software for: Less than 6 months. “Relatively high cost, sometimes delay using web browser“ December 24, 2024 ## Showing most helpful reviews Showing 1-25 of 80 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Charlotte K. President Business Supplies and Equipment Used the software for: 2+ years ### "Great, Affordable Live Chat and Ticket Mgmt Tool" August 5, 2026 5.0 Overall, I would highly recommend Kustomer as a CRM / live chat tool. We've been using them for years and our CX team is able to easily manage tickets and route conversations. Pros Kustomer is easy to use, very customizable, and affordable in comparison to other providers. We use them for live chat, ticketing, and SMS messaging with our customers. Cons Kustomer isn't the most widely used software, so occasionally we've run into not being able to easily integrate with all the other platforms we use. However, they connect to the majority of them in a few clicks or with an API Integration. Switched from [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Price and features were more competitive with Kustomer. Review Source VR Verified Reviewer SVP of Engineering Hospital & Health Care Used the software for: 2+ years ### "HIPAA Compliant CRM Platform with Bells and Whistles " January 1, 2025 4.0 Pros HIPAA compliant CRM platform with a reasonable price point. Decent API integrations. Cons Certain parts of the API product are difficult to program around. Seems somewhat stagnant in terms of API updates. Web interface can act strange as well as search functionality - directing you to the wrong pages at times. Review Source Mariam K. Partner vertical lead Consumer Services Used the software for: 2+ years ### "Chats, Emails and data - together" February 2, 2022 3.0 Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good. Pros I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms. Cons I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it). Review Source GB Gideon B. Customer manager Media Production Used the software for: 2+ years ### "My all time help desk software." March 28, 2025 5.0 The software is an easy to use product with very customizable and user friendly dashboard. I rate the software efficacy as 98%. Pros Software personalisation capabilities and its overall functionality makes the difference. Cons Everything about Kustomer is good I have not experienced issues when using it. Review Source Natalia Isabel R. Customer Experience Marketing and Advertising Used the software for: 1-2 years ### "The best application for customer service and CRM" February 1, 2025 5.0 xcellent, I totally recommend it. It allows for better post-sale service, real-time tracking, live chat, automatic response personalization, FAQs—everything you need, this software has it. Pros This software allowed us to have more efficient management when attending to our clients, as the platform provides the history of any customer interaction, regardless of the channel they used. This enables multichannel support and more efficient service. Cons What I like least is that some advanced features, like advanced automation or detailed reports, are only available in higher-priced plans. However, you can still get a lot of value from the basic plan Review Source VR Verified Reviewer Subrevisior Textiles Used the software for: Less than 6 months ### "BEST COMPANY " February 4, 2025 4.0 The platform allows for tailoring workflows based on specific business needs and customer segments, enabling personalized support. Pros Users most appreciate Kustomer's ability to provide a comprehensive view of each customer across all channels, enabling personalized support at scale, thanks to its robust CRM component and advanced AI-driven automation features, making it ideal for managing high volumes of complex customer interactions. Cons steeper learning curve compared to other customer service platforms, occasional interface complexities, potential limitations in customization options for certain business needs, and occasional issues with data integration, especially for larger companies with complex data structures Review Source MO Mcsomb O. Plant Inspector Renewables & Environment Used the software for: 1-2 years ### "Revolutionizing customer experience with Kustomer" January 30, 2025 5.0 Pros I like that the tool has revolutionized our customer services with easy to use interface. Cons The tool is not cost effective compared to alternatives. Review Source JM Julie M. Dispatch Manager Consumer Services Used the software for: 1-2 years ### "Don't loose business, use Kustomer!" February 3, 2025 5.0 We have been pleased with the ease of use and being able to resolve customer inquiries outside of normal business hours or when we don't have a live agent to answer customer inquiries. Pros I like that it helps us resolve customer inquiries after hours when we don't have a live agent to pick up the phone. Cons So far we have been pleased with the ease of use. No complaints. Review Source JO Josh O. Sales Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Seamless AI" January 31, 2025 5.0 Very positive. Even when I had to reach out to customer support they were very helpful Pros The AI integration and that it's a very seamless CRM Cons There was not much that I did not like. It is better than most crms out there Review Source FF Fabio F. Customer Care Manager Hospital & Health Care Used the software for: 1-2 years ### "My Experience With Kustomer " January 19, 2025 5.0 It handles all our CRM needs effortlessly and meets needs. Pros When it comes to handling customer care matters, Kustomer offers great features and is very capable. I like the many CRM features. The tool is easy to use. Cons No flaws whatsoever. It has been amazing. Review Source AJ Amanda J. Insurance Sales Insurance Used the software for: 2+ years ### "Kustomer is top notch!" January 2, 2025 5.0 It's very user friendly, all under one page! Pros It's so easy to use. Everything is right there under one profile. If multiple profiles need to be linked together that is simple as well. Cons sometimes you have a hard time prioritizing email addresses and phone numbers Review Source VR Verified Reviewer MECHANIC OR DESK CLERK Automotive Used the software for: 6-12 months ### "ENDLESS SCALING" February 3, 2025 4.0 through the potential integration challenges the software isn't cost effective for smaller scale business overall it is a solid for the software base Pros complex customer view- timeline of all interactions through various platforms next generation AI- uses AI to do repetitive tasks scale size endless- can handle high volumes of support to the customer Cons high learning curve- very complex for a new user to get used too over kill for small business may be to much for a small ordinary business cost not friendly quite the price for a small company to pay for Review Source AM Anjal M. QA Computer Software Used the software for: I used a free trial ### "Good Tool for Customer Interaction" January 27, 2025 4.0 Great tool for customer interaction and easy to use. Pros Good customer service, helps to manage tools and helpful in managing customer interaction. Cons Sometimes the responses are delayed and error is occurred. Review Source JB Johnrey B. Team Leader Computer & Network Security Used the software for: 6-12 months ### "Kustomer Feedback" November 13, 2023 4.0 Pros I love how the calls are being recorded in Kustomer to allow us to open one tool in terms of reviewing our agent's customer interaction. This saves our time and space in a call center set up. Unlike other accounts where they have different tools in reviewing the interaction and getting the calls of their agent, Kustomer has it all! Cons There are times that Kustomer Raw Data will not reflect the UJET Rated surveys and this gives us some challenges in locating it. But over all, this is a great tool! Review Source ME Michele E. Senior Customer Advocate Retail Used the software for: 6-12 months ### "Kustomer: all your conversations in one hassle-free location" November 11, 2023 5.0 The platform can be tricky to learn (depending on each person's learning curve), especially for businesses that are new to customer service software or the world of online business in general. Still, this one provides the tools required to deliver great customer service and that'll benefit you for a long time Pros With this tool you have a complete timeline of all the interactions with the customers, no matter it is a chat, an email, or a SMS. It helps you understand the issue at hand and provide support that truly meets the demands of the customers. Additionally, all the queries are displayed in one panel, so there won't be any duplicates. It provides a centralized location for managing customer conversations. It also supports integration with other tools and platforms, such as messaging apps, and Shopify Cons The pricing might be on the higher side. If the company has a low budget it might not be recommended to splurge on this app. However, if you're looking for an app that can organize your conversations and have visibility on them at all times, I'd totally suggest taking kustomer into account Alternatives considered [Gladly](https://www.capterra.com/p/156723/Gladly/) Review Source KJG Kenneth Jordy G. Customer Service Representative Financial Services Used the software for: 1-2 years ### "Kustomer as your ticketing application" April 26, 2024 5.0 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 Review Source AR ARNOLD R. Customer Service Representative Outsourcing/Offshoring Used the software for: 1-2 years ### "Kustomer as a useful tool in resolving customer concerns." April 30, 2024 5.0 Pros Having a real time notification on the kustomer is one of the best feature I have encountered. Cons Some surveys on the tickets did not reflect real time. Worst case scenario surveys just vanished. Review Source DR Danicelis R. Customer service representative Consumer Services Used the software for: 1-2 years ### "Kustomer is a really awesome workpartner!" October 5, 2023 5.0 I use Kustomer every day to work. It helps us send internal emails as well as emails to our clients. Kustomer is really effective and easy to use. Pros I really like using Kustomer. It is so efficient and it is a great helper. Kustomer is fast and easy to use. Cons So far there is nothing I can say against Kustomer. I am so pleased with the service I received from this product and the service we can give through it. Review Source AE Ahmed E. SME Mentor Support Health, Wellness and Fitness Used the software for: 2+ years ### "I think that Kustomer is one of the best softwares used for customer service" October 10, 2022 5.0 Pros How easy is it to use to help Customers either through calls emails or chats and that we can integrate it with too many different softwares to help the customers quickly with their inquiries Cons that it sometimes takes time for the report exported to be sent to your email and sometimes I have to export it again as it may not arrive. Review Source RLC Raine Leonard C. Agent Consumer Services Used the software for: 1-2 years ### "Kustomer Usage" November 3, 2023 4.0 Pros The thing that I really like about Kustomer is the way it saves documentation per case and being able to fully utilize its feature regarding about categories in the cases. Cons The only thing that I really hate about the Kustomer is the font sizes. The font sizes are not pleasing to the eyes. Review Source JT Jonnylou T. Agent Automotive Used the software for: 6-12 months ### "Kustomer review" November 14, 2023 5.0 Over all experience is good, since you can easy access and manage the Kustomer application Pros You can know if you have ticket since there is a notification. Cons Sometime there is an error with the survey by customer Review Source PP Petar P. Data Analyst Consumer Services Used the software for: 1-2 years ### "Customer and Consumer Tracking" June 6, 2019 4.0 As a user that depletes the reporting resources to the max i sometimes find it hard to finish a request with only one report, meaning i would need to create 2-3 reports to present the final result. Pros I like how seamless is the maneuvering between the consumer tasks and the customer tasks. Since we are a consumer service company, we have customers that use our services and we serve also the customers of our customers. :) So having all that in one place is awesome. Cons Using the in app reporting tool can be a bit tricky. It doesn't give you all the freedom like you would have when you would be querying the data yourself. It lacks advanced filtering and grouping of reports. Review Source VR Verified Reviewer Marketing Representative Food & Beverages Used the software for: 1-2 years ### "Efficient problem solving tool" March 28, 2019 5.0 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. Review Source MM Mia M. account manager Food & Beverages Used the software for: 1-2 years ### "Amazing!!" March 21, 2019 5.0 Overall, the whole experience is awesome and I would highly recommend it to anyone. Pros It has awesome features and I cannot even tell how easy it is to use. Cons Nothing, everything works great, I love it Review Source VR Verified Reviewer member support Hospital & Health Care Used the software for: Less than 6 months ### "Great system" August 25, 2020 5.0 Kusomer is very easy to use and worthwhile for ticketing and member support purposes Pros Super easy to use! It allowed for integration with calling systems and is a great way of keeping tickets in a well organized way. You can organize by person and within the person group similar tickets. I also really like that they have a dark mode as it is easier on the eyes especially when you are staring at a screen all day Cons It can be difficult to track sales using Kustomer because it is more of a member support platform. They have not built out a sales platform yet Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.