In Partnership With SelectHub
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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In Partnership With SelectHub
Kustomer Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
83 Likeliness to Recommend
2
Since last award
100 Plan to Renew
73 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+86 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
- Trustworthy
- Friendly Negotiation
- Client's Interest First
- Transparent
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Agent Scripting
Contact Center Integration
Mobile Customer Care
Intelligent Search
Agent Collaboration
Customer Self Service Capabilities
Customer Service Workflow Management
Multi Channel Support
Analytics and Reporting
Customer Community Management
Customer Service Knowledge Management
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Quality of Features
Ease of Customization
Ease of IT Administration
Usability and Intuitiveness
Ease of Data Integration
Breadth of Features
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
Kustomer Reviews
Salome S.
- Role: Operations
- Industry: Transportation
- Involvement: Vendor Management and Renewal
Submitted Dec 2024
Okay but with a big room of improvement
Likeliness to Recommend
What differentiates Kustomer from other similar products?
Kustomer differentiates itself with its **360-degree customer view**, allowing agents to see all customer interactions across multiple channels in one place. It emphasizes **automation** and **personalized service**, offering features like custom workflows and AI-powered insights. Unlike some competitors, Kustomer integrates **CRM functionality** directly into its support platform, streamlining customer service and relationship management.
What is your favorite aspect of this product?
Kustomer's standout feature is its customizable workflows, which allow businesses to automate customer support processes, route inquiries, and handle repetitive tasks efficiently, improving response times and consistency.
What do you dislike most about this product?
One downside of Kustomer is its complexity for new users. The platform can have a steep learning curve, especially for teams that are not familiar with its customizable workflows and integrations, which may require additional training or setup time.
What recommendations would you give to someone considering this product?
If you're considering Kustomer, be prepared for a steep learning curve and ensure your team has the time and resources to fully understand its customization options. While its features are powerful, they can be overwhelming, and setting up integrations and workflows may require significant effort. It's ideal for larger teams with complex needs but might be too intricate for smaller businesses without dedicated support resources.
Pros
- Client Friendly Policies
- Altruistic
- Trustworthy
- Acts with Integrity
Cons
- Inhibits Innovation
- Slower Product Innovation
- Less Productive
Please tell us why you think this review should be flagged.
Brad T.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Customer service is easier using Kustomer
Likeliness to Recommend
What differentiates Kustomer from other similar products?
I get numerous benefits from this system, including simplified communication and the ability to view files submitted by the client as evidence in certain cases. Even with my support feature, I can easily track the history of any tickets attributed to me.
What is your favorite aspect of this product?
My favorite features of Kustomer are the ability to quickly send pre-built email macros to customers, the side tool panel, and the intuitive navigation of all conversation tickets. Responding to customer feedback surveys in real time is another advantage. In addition to real-time dashboard updates, you can simply browse all worked tickets.
What do you dislike most about this product?
If you start the interaction on a different page, it will occasionally take me back to the first page and then disappear. That's the only problem I've found so far.
What recommendations would you give to someone considering this product?
Because all the information needed to further assist the consumer is available by accessing the booking reference, it makes communication with customers easier.
Pros
- Enables Productivity
- Saves Time
- Respectful
- Security Protects
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Sai R.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: End User of Application
Submitted Dec 2023
Powers customer support and service
Likeliness to Recommend
What differentiates Kustomer from other similar products?
Kustomer is a great CX platform that enhances customer satisfaction and customer service! It is easy to raise tickets and answer any incoming questions for your customers
What is your favorite aspect of this product?
Ability to raise tickets, contact agents, and escalate issues based on priority of the customer requests is very easy and intuitive on the platform
What do you dislike most about this product?
Kustomer is a great platform to use and making integrations more available for data flow would be impactful.
What recommendations would you give to someone considering this product?
Recommend using the product to scale and enhance your brand's customer service and customer support functions
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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