# Kustomer Reviews 2026. Verified Reviews, Pros & Cons | Capterra > 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 # 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 PS Pamela S Customer Service RepresentativeConsumer Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively.“ August 2, 2024 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 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 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 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 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 79 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 [Intercom](https://www.capterra.com/p/134347/Intercom/) 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 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 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 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 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 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 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 TF Tom F. Customer Marketing Specialist Gambling & Casinos Used the software for: Less than 6 months ### "Kustomer Review" April 14, 2025 4.0 Kustomer is a great CRM for unifying communication streams. Pros Easy-to-use great for streamlining communication channels. Cons User interface takes getting used to, but is great once familiar. 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 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 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 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 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 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 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 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 DG Daniel G. Member Support Plus Associate Banking Used the software for: Less than 6 months ### "A good platform for customer interaction" September 20, 2022 4.0 Pros Kustomer is intuitive to use. I love how many options I have when it comes to snoozing conversations. That way they will reappear exactly when you need them. I also like that there is in in-built dark theme and you don't have to waste time looking for Google extensions. Cons While the admin can insert predetermined macros (template messages), it is impossible for you to add personal ones and it is inconvenient to constantly have to get them elsewhere. If the ticket has had too many previous conversations,the interface gets too clustered and confusing. Review Source LA Leah A. Sales Food & Beverages Used the software for: 6-12 months ### "Kustomer is great for work" April 1, 2019 5.0 Its great for the business im in, i can keep tabs of what is going on with every specific shop 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 Review Source Similar Products Featured ## Related categories [Help Desk](https://www.capterra.com/help-desk-software/)[Customer Satisfaction](https://www.capterra.com/customer-satisfaction-software/)[Customer Experience](https://www.capterra.com/customer-experience-software/) ## 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.