What is Kustomer?
Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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85 Likeliness to Recommend
100 Plan to Renew
74 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+93 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Kustomer?
Pros
- Performance Enhancing
- Trustworthy
- Respectful
- Fair
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Agent Scripting
Multi Channel Support
Contact Center Integration
Agent Collaboration
Customer Service Workflow Management
Mobile Customer Care
Customer Self Service Capabilities
Intelligent Search
Analytics and Reporting
Customer Service Knowledge Management
Customer Community Management
Vendor Capability Ratings
Quality of Features
Usability and Intuitiveness
Ease of Implementation
Ease of Customization
Business Value Created
Ease of IT Administration
Ease of Data Integration
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
Breadth of Features
Kustomer Reviews
Juan M.
- Role: Operations
- Industry: Other
- Involvement: End User of Application
Submitted May 2022
Easiest CRM to use
Likeliness to Recommend
What differentiates Kustomer from other similar products?
It has a simpler approach to all the tools you usually have in CRM softwares. It has everything on a single page and it has easy to find buttons for different categories that take you to settings or to reporting without getting lost. It also has a side tab where you can keep tabs on what you were previously using and you avoid loosing your progress on a case you're working on
What is your favorite aspect of this product?
The amount of features it has without overloading your screen with data or with a bunch of buttons. The way it makes it simpler than other CRMs is what makes me love this product
What do you dislike most about this product?
In reporting, getting to the menu is quite easy and to use the default reports, but creating custom reports it's a bit more complex and requires a lot of investigation and trying.
What recommendations would you give to someone considering this product?
If they are looking to implement the tool for a customer service operation, I would suggest integrating Kustomer with tools such as TextExpander for easy storage of knowledge base articles and the fact that Kustomer let's you use it within their app. I would also suggest using the tag functions for easier reporting data to find trends.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Nika B.
- Role: Operations
- Industry: Other
- Involvement: End User of Application
Submitted Apr 2022
All the possibilities
Likeliness to Recommend
What differentiates Kustomer from other similar products?
First of all the way conversations work with kustomer, you can easily check all of the interactions (chat,call,email) with specific customer. The ability to set up automatic responses for FAQ and some specific contacts is another big plus. You can create shortcuts for multiple language, which makes conversations very simple! You can customize shortcuts anyway you want. Another feature is to add internal notes, which is only visible to the team, if there is some request from a customer, you can leave an internal note and transfer the conversation to another person!
What is your favorite aspect of this product?
Favorite aspect of the kustomer would be easiness and customization. It's simple to use, yet you can also use some advanced feature. You can set up custom search tools to find specific conversations, with a lot of filters. It could be simple but you can also create some really advanced filters.
What do you dislike most about this product?
Over time, when a lot of conversations add up to one specific customer, it takes a long time to load, not like ages but it's a bit annoying. Another thing is the lack of support for social media, as it lacks some key features like gifs.
What recommendations would you give to someone considering this product?
A bit modern UI would be perfect, with some additional tools for reporting!
Pros
- Saves Time
- Reliable
- Performance Enhancing
- Enables Productivity
- Role: Student Academic
- Industry: Communications
- Involvement: Initial Implementation
Submitted Mar 2022
fantastic product
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
