# Page 2 | Kustomer Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Kustomer the right Customer Service solution for you? Explore 79 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/158128/Kustomer/reviews --- Kustomer 4.6 (79) [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 March 13th, 2026 # Page 2 - Reviews of Kustomer ## Showing most helpful reviews Showing 26-50 of 79 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use aGS antanas Gerardo S. analista senior RCSIRT Information Technology and Services Used the software for: 1-2 years ### "Kustomer es muy eficiente." February 3, 2025 5.0 Pros Su escalabilidad es optima para empresas de diferentes tamaños puesto que permite adaptar facilmente las necesidades cambianes, ofreciendo potente capacidad en el momento de analizar y gestionar informeslo que permite monitorear el rendimiento en las areas a mejorar. Cons la limitaada personalizacion es algo que se podria mejorar en un futuro logrando que sea mas amigable e intuitiva. Review Source HA Hamdi A. Product Owner Internet Used the software for: 1-2 years ### "Un Bon CRM " January 22, 2025 5.0 Pros Je pense que c'est le fait que ce CRM utilise des chatbots et des workflows automatisés pour traiter les demandes répétitives afin de nous faciliter la tâche. Cons C'est le fait que ce CRM est assez limité en mode hors connexion. Review Source SP Shania P. Assistant Finance Manager Accounting Used the software for: 1-2 years ### "Flawless customer care" January 21, 2025 5.0 Pros Kustomer has resulted in many happy customers. Cons Kustomer does not have any flaws ever at all. 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 PS Pamela S. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Effective, easy to use, and user-friendly!" August 2, 2024 5.0 I've been using Kustomer for more than 2 years, and I have to say that it's been a fantastic experience. The platform is incredibly user-friendly, and I very much appreciate all the shortcuts that are integrated into the platform as it makes my job much much easier. The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively. Pros One of the features I really appreciate about Kusomer is the ability to snooze conversations. This feature allows me to keep important conversations in my inbox so I can reply promptly to my customers. Additionally, I find the option to undo a sent email very useful. It's great to have the ability to correct any mistakes I may have made before the recipient reads the email. Cons What I have found in my year using Kustomer is that when accidentally deleting the case ID, it is not possible to retrieve it for tracking purposes. Furthermore, the system may experience slower performance during chat sessions, leading to delays in response times. Switched from [Oracle Primavera Cloud](https://www.capterra.com/p/145503/Oracle-Primavera/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) The company found this platform more effective than the previous one. 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 MA Marilyn A. Customer Service Supervisor Consumer Services Used the software for: 6-12 months ### "Great software and integrations" October 2, 2024 5.0 Pros It is an easy platform to deal with customer's requests, and you can integrate different channels, such as email and Social Media, all in one platform. Cons Nothing bad to mention. Great software and integrations. Review Source AM Alex M. IT Service Manager Retail Used the software for: 1-2 years ### "Great platform for consolidating communication channels" September 23, 2024 5.0 We are happy with our move to Kustomer as a platform to consolidate all of our communications into a single interface. We can now manage customer communication across our standard service channel as well as social media channels, all from a single area. Pros Single pane of glass for our agents to serve customers. We can provide a comprehensive history of the user for all support-related requests out of the box, and are able to integrate with our other platforms to show additional items such as order history. Cons As is typical some features were oversold and did require additional time and energy to implement. Differentiating the incoming email channels was a pain point. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Ease of use for our agents, less custom development time for integrations, better reporting. 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 MA Miriam A. Researcher Education Management Used the software for: Less than 6 months ### "Kustomer - great" December 24, 2024 5.0 Pros Easy to connect with agents for quick assistance Cons Relatively high cost, sometimes delay using web browser Review Source JGA Jannice Gwen A. Subject Matter Expert Automotive Used the software for: 1-2 years ### "Kustomer is very helpful as it is linked to our tools" May 12, 2024 5.0 Pros We always use Kustomer as it is really helpful for us agents as it is our way to leave internal notes for every interactions which can be seen as well by the next agent who will assist the customer. Also, Kustomer tool is linked to one of our main tools and so it is easy for us to locate the accounts of our guests. 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. Cons 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. Review Source Meagan M. Head Of Customer Experience Internet Used the software for: 1-2 years ### "Very happy Kustomer! (HA get it?)" August 1, 2018 5.0 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. 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. Review Source Response from Kustomer August 1, 2018 Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :) 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 JO Jonnel O. Customer Service Representative Consumer Services Used the software for: 1-2 years ### "Highly suggested tools" October 21, 2023 5.0 My over all experience on Kustomer was very good it was highly suggested. Pros On our job we've used this tool every day we cannot do our job if this tool was not pull up because we are customer service representative. its very helpful to us to tract some ticket that we did Cons My least like about this tools is it was very easy to use you can tract all of the information on time. Alternatives considered [N-central](https://www.capterra.com/p/13803/N-central/) Reason for choosing Kustomer Kustomer is a tool that we used on our job Review Source CC Christian C. Talent Acquisition Specialist Staffing and Recruiting Used the software for: 2+ years ### "This platform prioritize the customer care" December 5, 2023 5.0 Kustomer supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers. Pros What I like about Kustomer is that it supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers. Cons There is nothing bad to say about it. It works perfectly if you work for an outsourcing company. Review Source VR Verified Reviewer CTO Financial Services Used the software for: 1-2 years ### "Highly Configurable Customer Chat Tool" September 28, 2021 4.0 Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to issues that we have with the tool. Their SDKs leave a bit to be desired though. Pros Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools. Cons The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Freshchat](https://www.capterra.com/p/158117/Freshchat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kustomer Kustomer was the closest to our existing solution. The company seemed to be the most focused on product development of any of the other vendors we looked at. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Intercom seemed to be more focused on supporting the inbound sales use case for their product. Additionally, we wanted to be able to configure workflows into our support tool which Intercom did not support. Review Source VR Verified Reviewer Supervisor Consumer Services Used the software for: 2+ years ### "Great tool for customer service" February 2, 2022 4.0 Overall I'm pretty satisfied with kustomer, offers a lot of useful tools and reports, it's good indeed but could be even better. Pros Best part is that the software is easy to get used to. It works great for emails, and live chat, with the ability to have different channels. The supervising tools are awesome as well, you can keep an eye on everything or just use filters to have visibility on something specific. The conversation system is great as well, being able to easily look at previous interactions with the customer helps a lot to understand the whole story. Cons The downtimes, are quite impactful and sometimes takes a long time to fix it. Another downside is that it's not that good for social media, lacks some key features like gifs. Also if the conversation grows a lot the loading times get a bit longer as well, not too much but definitely noticeable. Review Source EH Emily H. Communication Operations Manager Leisure, Travel & Tourism Used the software for: 6-12 months ### "Intuitive, Easily Customizable, Kustomer has been a great solution for our company." December 3, 2021 5.0 Pros With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone. Cons Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Twilio Flex required too much engineering effort in order to make improvements or triage bugs. Review Source JP Jomar P. Customer Support Outsourcing/Offshoring Used the software for: 2+ years ### "Best software to organize database and get in touch with our Customers!" January 23, 2024 5.0 Multi purpose software, I feel like we are getting more than we are paying for! Pros Multi purpose software, I feel like we are getting more than we are paying for Cons None, I cannot think or see any reason to dislike this software 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 WH Wilson H. Subject matter Expert Consumer Services Used the software for: 1-2 years ### "Ease of use" November 2, 2023 5.0 In my whole stay in my current company which is IntouchCX , the overall experience is superb. Pros 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. Cons As a Subject Matter Expert, we sometimes look for our agent's survey may it be a CSAT or DSAT , but that was manageable and escalated so fast and it gets resolved in no time Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost effective and ease of use and moreover we're getting more accurate data Review Source Jessie B. Fit Stylist Consumer Services Used the software for: Less than 6 months ### "smooth, efficient, what more could you ask for?" July 17, 2019 5.0 I have had a great overall experience with Kustomer. It has helped us grow within our customer interactions and aid us with information to be of more assistance. I feel like this program is amazing for all contact center to utilize. Pros I like how this software merges all contacts with customers, all contact are within one pager per customer so you can see when they reach out, how many times and even incorporates our ratings for the interaction. We even have access to orders the customer has placed which has eliminated the need to have multiple tabs open. We have the ability to see ho much they have spent with us as well, it makes our job so much easier and gives us access to information more quickly. I also enjoy the different statuses that we can be in to let our managers know what we are doing and to track our efficiency. Cons I do not like how sometimes near then end of my shift this program shuts down, and causes me to have a delay in my work day and even interacting with customers. I also don't like the generic names it gives people contacting us prior to them identifying themselves. An example of theses are (purple compass, green broom, silver basket) basically a color and an object to identify customers.This program also opens a new tab to be available to customers with amazon connect, this forces us to have another tab open causing our screens to be cluttered. I do not like how free trials of expanding text programs fo not work within this, you have to pay for the ability to use the specific program I am referring to, so then we had to find a less efficient program to assist with expanding our text. Also a grammar program we used doesn't link up with this either. 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 NC Nicole C. Director of Customer Success Fund-Raising Used the software for: Less than 6 months ### "Kustomer was a great move!" October 3, 2021 4.0 I like the social media integrations, aircall integration, calendly integration. I can get everything in one place, which helps my CS team to be more efficient daily. The support we have received from the Kustomer team has been outstanding, and they are always available when we need them. The setup was thorough and complete. Pros I like that I can find my customer information all on one easy-to-read customer tab. I like the robust search function to see conversations that I need. Cons I have not used my knowledge base yet after already using the product for over five months. Customer service has been great in trying to find a solution for us, though. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kustomer Zendesk has a lot of bells and whistles, but Kustomer was more back to basics with what we needed. And Kustomer is in no way basic they have an easy interface to understand what is available. I did not have to hire a third party to set up as I did with Zendesk. Switched from [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) We could not have all of our customer information in one place with other sites as we can with Kustomer. 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 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.