Kustomer Customer Reviews 2024

Kustomer

7.5 /10

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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Kustomer Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kustomer.

85 Likeliness to Recommend

100 Plan to Renew

74 Satisfaction of Cost Relative to Value

2
Since last award

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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?

4% Negative

0% Neutral

96% Positive

Pros

Performance Enhancing
Trustworthy
Respectful
Fair

Feature Ratings

Average 77

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

Average 76

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

Chris H.

Role: C-Level
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

Easy to use and not ticket centric

Likeliness to Recommend

8 /10

What differentiates Kustomer from other similar products?

An alternative approach to other CX vendors. Not a ticket centric product, but a relationship-centric one. Focuses on client engagement and not binary ticket outcomes

What is your favorite aspect of this product?

It is conversation-based and easy to gain a snapshot of client engagement and experience

What do you dislike most about this product?

The lack of a customer portal and aspects of the extensibility/customisation, plus a skew towards B2C and less support for B2B

What recommendations would you give to someone considering this product?

Take the time to unpack the difference in the approach to other CX solutions and recognise the merits of conversations to quickly understand a customers' experience

Pros

Helps Innovate
Continually Improving Product
Inspires Innovation
Includes Product Enhancements

NIKA B.

Role: Operations
Industry: Shipping
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Great but could be better

Likeliness to Recommend

8 /10

What differentiates Kustomer from other similar products?

Kustomer is really easy to get used to, has a lot of tools like reporting and even scheduling reports. Channels are customizable and overall the platform is definitely flexible.

What is your favorite aspect of this product?

Managing the team in real-time, being able to see which person is working on which channel, you could also integrate it with different platforms for even better overview, which is one of my favorite aspects about Kustomer.

What do you dislike most about this product?

The main downside is that kustomer has some annoying bugs, they are minor but when you are working with it everyday it starts to bother you. Also, when a user has a lot of contacts it seems to slow down (not a lot but noticeable).

What recommendations would you give to someone considering this product?

You could integrate it into your existing CRM, which is a great thing. Also keep in mind it's not that great to work with social media, you could but it's not great at it.

Pros

Continually Improving Product
Reliable
Respectful
Fair

Salome S.

Role: Operations
Industry: Media
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

Good and affordable option, easy to use

Likeliness to Recommend

7 /10

What differentiates Kustomer from other similar products?

Easy and affordable option with good capabilities

What is your favorite aspect of this product?

Simplicity and detail oriented nature

What do you dislike most about this product?

A bit old-fashioned and may experience some bugs once in a while

What recommendations would you give to someone considering this product?

Definitely worth giving a try!

Pros

Caring
Helps Innovate
Continually Improving Product
Trustworthy

Kustomer

What is Kustomer?

Company Details

Need Assistance?

Kustomer Ratings

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

How much do users love Kustomer?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Kustomer Reviews

Chris H.

Easy to use and not ticket centric

Likeliness to Recommend

Pros

NIKA B.

Great but could be better

Likeliness to Recommend

Pros

Salome S.

Good and affordable option, easy to use

Likeliness to Recommend

Pros

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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