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Kustomer

Kustomer

Composite Score
7.2 /10
CX Score
7.6 /10
Category
Kustomer
7.2 /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.

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.

82 Likeliness to Recommend

Down 3
Since last award

100 Plan to Renew

75 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
86%
Negotiation and Contract:
93%
Conflict Resolution:
92%
Strategy & Innovation:
76%
Service Experience:
87%

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?

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10% Negative
0% Neutral
90% Positive

Pros

  • Trustworthy
  • Friendly Negotiation
  • Client's Interest First
  • Transparent

Feature Ratings

Average 76

Agent Scripting

85

Mobile Customer Care

80

Agent Collaboration

79

Customer Self Service Capabilities

78

Customer Service Workflow Management

78

Contact Center Integration

78

Intelligent Search

77

Multi Channel Support

76

Analytics and Reporting

76

Customer Service Knowledge Management

74

Customer Community Management

74

Vendor Capability Ratings

Average 75

Ease of Implementation

79

Ease of Customization

78

Quality of Features

78

Business Value Created

78

Usability and Intuitiveness

76

Ease of IT Administration

76

Ease of Data Integration

74

Breadth of Features

73

Availability and Quality of Training

73

Vendor Support

71

Product Strategy and Rate of Improvement

70

Kustomer Reviews

Brad T.

  • Role: Sales Marketing
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Customer service is easier using Kustomer

Likeliness to Recommend

9 /10

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

Sai R.

  • Role: Sales Marketing
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2023

Powers customer support and service

Likeliness to Recommend

8 /10

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

Elene A.

  • Role: Student Academic
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2023

It's a great product

Likeliness to Recommend

10 /10

What differentiates Kustomer from other similar products?

Kustomer is a fantactic product for custumer support service industry. custumers, couriers, partners can text us with agent chat or email. sometimes th chart bot helps custumer if they have easy problems to solve. it's also so easy to charge partners. we can also schedule compensation for customers by inside panel.

What is your favorite aspect of this product?

my favourite aspect is that we can snooze chats if custumers don't reply to our text in a specific time, becasue it reduce our aht.

What do you dislike most about this product?

sometimes it's often when we recieve breached chats.

What recommendations would you give to someone considering this product?

it's a nice product but sometimes it has slow data connection.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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