Kustomer Customer Reviews 2025

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Kustomer

Composite Score

7.1 /10

CX Score

7.5 /10

24 Reviews Write a Review

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.

83 Likeliness to Recommend

Down 2
Since last award

100 Plan to Renew

73 Satisfaction of Cost Relative to Value

Down 2
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 85%
Negotiation and Contract:: 92%
Conflict Resolution:: 91%
Strategy & Innovation:: 74%
Service Experience:: 86%

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.

+85 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?

11% Negative

0% Neutral

89% Positive

Pros

Trustworthy
Friendly Negotiation
Client's Interest First
Transparent

Feature Ratings

Average 74

Agent Scripting

Contact Center Integration

Intelligent Search

Mobile Customer Care

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

Average 74

Business Value Created

Ease of Implementation

Ease of Customization

Quality of Features

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

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

Latest Research

Kustomer

What is Kustomer?

Company Details

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Kustomer Ratings

83 Likeliness to Recommend

Down 2 Since last award

100 Plan to Renew

73 Satisfaction of Cost Relative to Value

Down 2 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Kustomer?

Chart

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.

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

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

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

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

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

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

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

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

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

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

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

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 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.

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently 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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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.

Kustomer Reviews

Brad T.

Customer service is easier using Kustomer

Likeliness to Recommend

Pros

Sai R.

Powers customer support and service

Likeliness to Recommend

Pros

Elene A.

It's a great product

Likeliness to Recommend

Pros

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Feature Ratings

Agent Scripting

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Intelligent Search

Mobile Customer Care

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

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Ease of Customization

Quality of Features

Ease of IT Administration

Usability and Intuitiveness

Ease of Data Integration

Breadth of Features

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