# Page 3 | Kustomer Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Kustomer ## Showing most helpful reviews Showing 51-75 of 79 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 CN Christian N. Customer Service Rep Outsourcing/Offshoring Used the software for: 6-12 months ### "Kustome review" November 2, 2023 5.0 Best to use on all aspect of email sending and communication with other employees or customer Pros Easy to use and navigate, user friendly and fun to use Cons None so far, it is more comfortable using rather that zendesk Alternatives considered [Oracle PeopleSoft](https://www.capterra.com/p/155958/Oracle-PeopleSoft/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Kustomer Best to use on all aspect of email sending and communication with other employees or customer 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 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 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 Dave W. Founder and CEO at Priority Bicycles Used the software for: 1-2 years ### "Fast, and factual customer support!" January 10, 2018 5.0 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. 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 VR Verified Reviewer Manager Education Management Used the software for: 6-12 months ### "Great Tool for Customer Service and Help Desk" November 12, 2022 3.0 Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features. Pros I used it for customer service and help desk. I considered this tool after some analysis of big brands available in market. I would say the result were good and it helped us improving our help desk requirement. Conversation system is easy too. Cons Took some time to learn everything about this tool. My colleagues faced difficulty at initial stage but they grasped it after some time. Report export is slow. 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 AM Aleksandar M. Data Analyst Consumer Services Used the software for: 1-2 years ### "Great CRM Software" June 6, 2019 4.0 We use Kustomer as the main tool for tracking our workflow, and customer relations, as it has a great ticketing system. As a company with lots of teams, it helps us a lot with our day to day work. Pros There are lots of CRMs out there, but one of the things that separate Kustomer out of the bunch is its internal conversation system. It helps us connecting business to the customer as well as employee to employee with its powerful ticketing system. The communications with the customers are integrated and tracking of the product and workflow is so easy. Cons It has a steep learning curve, at first glance, it is very confusing to the new employees. Also, Kustomer needs to improve on its reporting tools and options, it is very annoying having to enter the date every time you change something in the report. Review Source HM Hendrik M. Product Lead Consumer Services Used the software for: 6-12 months ### "Good over all product, though it needs a little time in the oven" October 6, 2021 4.0 Pros The back-end customization is a breath of fresh air for any multi-faceted operation. There are so many options for customizations and integrations that help optimize processes for each piece of your workforce. Cons This is still a new company with some room for improvement in their features. Review Source Romain O. consultant Marketing and Advertising Used the software for: 6-12 months ### "Excellent platform" June 29, 2022 5.0 Pros I find the report it offers to be very accurate and attractive and easy to use. Cons I find them a bit expensive but overall it's fine. 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 SQ SIXTO Q. Account Manager Consumer Services Used the software for: Less than 6 months ### "Kustomer - Customer Service Solution" August 10, 2021 5.0 Excellent. Pros I really like the user interface. It allows for all your team to collaborate and review your work and offer assistance. Cons I am finding really hard to manage the main dashboard when I am scrolling through my inbox. I would like for Kustomer to have an option for a more compact view for your conversations. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) To implement KPI tracking and multiteam collaboration. Review Source SK Sean K. Project Lead Food & Beverages Used the software for: 2+ years ### "Kustomer with a K" October 14, 2019 4.0 It is a good solution for your ticketing needs, overall it meets my needs Pros I'm using Kustomer at my current job for 2+ years now and I can't complain. It offers a good solution if you are in search of a ticketing system, provides tracking and it can integrate with quite few products. It's fairly easy to learn for new users and offers good support service. Cons The layout can be confusing and sometimes I'm experiencing lag, but not other major issues worth mentioning Review Source MN Michelle N. Growth Specialist Information Technology and Services Used the software for: 6-12 months ### "Ease of use" March 13, 2019 4.0 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. 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. Review Source Rhett A. Operations Leader Used the software for: 6-12 months ### "Amazing CRM tool aggregating all communications around the customer" January 10, 2018 5.0 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! 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 VR Verified Reviewer Product Manager Consumer Services Used the software for: 1-2 years ### "Essential for any customer care/service team" December 14, 2018 4.0 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 Review Source VR Verified Reviewer Sales Associate Apparel & Fashion Used the software for: Less than 6 months ### "Solid Software" August 31, 2019 5.0 Pros I like that Kustomer allows you to assign tickets, and make internal notes while also responding externally to customers. Cons I am a new user, so I sometimes find the interface to be a little confusing and hard to switch between views or find an old ticket. However, that could just be because I am new to the program. 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 AS Ashley S. Customer Service Rep Consumer Services Used the software for: Less than 6 months ### "Kustomer " September 9, 2020 4.0 Overall, I think Kustomer is a great, easy to use program! I like the way it works with Ujet and easily pulls all the of customers information that I need! Pros Kustomer is great! Once a call comes in, it automatically pulls the customers information right up. It also pulls their order history as well as any calls or emails they have made to us. You can also search to find a call from a specific customer. Really awesome program! Cons One of the only things I don't like about the software is the small screens. 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 JS Jendayi S. Operations Associate Translation and Localization Used the software for: 6-12 months ### "Easy to navigate - even easier to train new staff." July 11, 2019 4.0 Pros The interface is super user-friendly, making it very easy to get a new employee familiar with the software quickly. Cons It has moments where it lags & it's tough to get real help from customer support. 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.