--- 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" publication_date: "2026-09-29" --- 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 29th, 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. Switched from [Fin](https://www.capterra.com/p/10031266/Fin/) Intercom is extremely hard to run analytics against and has terrible support for customer merge functionalities. Generally our team had a difficult time being efficient on Intercoms platform. 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 Jisselle B. Director of Customer Success Food & Beverages Used the software for: 2+ years ### "Kustomer is a great omnichannel CRM! " June 2, 2022 5.0 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 CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Kustomer Kustomer's design won us over! It was again very sleek, the UI is really streamlined. UX is easy! Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) ZenDesk was incredibly clunky! The reporting was separate, it was not user-friendly, and the design was very dated. 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 SD Shannen D. Owner Food Production Used the software for: Less than 6 months ### "Kustomer review" January 14, 2025 5.0 Overall experience with kustomer was ok wait time was a little longer then anticipated Pros Very user friendly app customer service agents are knowledgeable and friendly Cons Couldnt get thru except fir live chat system wasnt connecting properly 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 JJ Jonathan J. Customer Advocate Representative Consumer Services Used the software for: 1-2 years ### "Kustomer will definitely complement the service you're providing to your customers. Great tool!" September 27, 2023 4.0 Great experience with Kustomer, I love the way this software allows you to manage your tools, organize your tickets, and provide a good customer service! Pros Amazing organizer, and efficient tool to quickly solve tickets via Live Chat, Email and Phones! Cons Not a big deal really, but as a chance to keep improving I think it could have a few more features... Review Source YG Yeiry G. Back up Supervisor Consumer Services Used the software for: 1-2 years ### "My amazing experience using Kustomer. " November 21, 2023 5.0 Kustomer is just amazing. I use this platform daily for communicating processes and notifying decisions to our customers and agents. Pros I love that Kustomer is really amazing when communicating with customers and also is awesome when you need to have communication with your co-workers in the company. I recommend Kustomer to everyone. Cons I don't have any negative to say about it. Review Source MP Maija P. Operations Associate Information Technology and Services Used the software for: 6-12 months ### "Centralized Customer Interactions" January 22, 2020 5.0 Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search. Pros I like that Kustomer creates a centralized database of customer communications. At a glance, I can see a full history of customer chats, emails and internal notes. I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication. Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible. Cons I least like that some of the icons for different functions look similar, so if I'm looking quickly, I sometimes select the wrong action. For example, the icon to edit customer details looks similar enough to the icon for reassigning a ticket to another team member (both include the outline of a person's head) so at least a few times a week I accidentally select one instead of the other. Review Source VR Verified Reviewer Post Wedding Specialist Photography Used the software for: 1-2 years ### "Highly customizable customer support experiences" May 10, 2020 5.0 I love it! I am experiencing Kustomer withdrawal now so thought I would hop on here to share my appreciation to this robust and helpful platform. I wish we hadn't transitioned away. I understand it had to do with costs. Pros What I liked best is how it adapted to our unique needs! The fact that we could see EVERY client interaction within their own timeline has saved me from making mistakes more times than I could count. You can also move tickets/emails between timelines, so it's easy to keep everything organized. When working on a team where more than a single agent works simultaneously in the same email box, Kustomer shows you exactly who is handling what, which is also a huge time saver. No more constant back and forth with your team to fiure out who is doing what! We recently transitioned away from this solution and I couldn't miss it more. Cons There's a bit of a learning curve when you are first setting it up and using it, but that's true with most of the similar softwares. Forwarding emails is also a bit counter-intuitive but I understand they have it in their radar to fix this. Review Source LC Luis C. People Experience Assistant. Telecommunications Used the software for: 6-12 months ### "Kustomer Review. " June 29, 2022 5.0 I would give it a 7 because the website freezes very often. Overall, the website is nice, easy to respond to messages. Pros The interface is nice to look at, the night view is very nice if you spent more than 3 hours answering emails. Features like AHT are very accurate. The yellow Notes are excellent to communicate with other teammates. Cons The website stops working very often and you cannot receive or send emails or any other way of communication that you're using to reach out to customers. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) I switched companies. 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.