Kustomer Customer Reviews 2024

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Kustomer

Composite Score

7.5 /10

CX Score

7.9 /10

23 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.

85 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+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 Self Service Capabilities

Customer Service Workflow Management

Mobile Customer Care

Intelligent Search

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Vendor Capability Ratings

Average 77

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Customization

Business Value Created

Ease of IT Administration

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Availability and Quality of Training

Kustomer Reviews

Natacha K.

Role: Consultant
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Great product, efficient and user friendly!

Likeliness to Recommend

10 /10

What differentiates Kustomer from other similar products?

User friendly from both ends, as the agent and from the customer’s point of view. The ease of having everything just in 1 application.

What is your favorite aspect of this product?

my favorite aspect was being able to access chat, emails and social media from 1 application.

What do you dislike most about this product?

There wasn’t much to dislike!

What recommendations would you give to someone considering this product?

I would advise them to walk through the entire product and ensure they know all the ins and out in order to maximize the use of the product!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sopiko K.

Role: Operations
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Really important and useful product!

Likeliness to Recommend

8 /10

What differentiates Kustomer from other similar products?

It gives us reliable sources to keep company & customers in touch

What is your favorite aspect of this product?

Searching and filtering data

What do you dislike most about this product?

Sometimes the platform is down and brings discomfort while working.

What recommendations would you give to someone considering this product?

Totally worth it! Quite reliable platform even though it is down rarely.

Pros

Trustworthy
Efficient Service
Effective Service
Respectful

Latest Research

Kustomer

What is Kustomer?

Company Details

Need Assistance?

Kustomer Ratings

85 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

1 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 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).

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

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.

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.

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.

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.

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.

Kustomer Reviews

Natacha K.

Great product, efficient and user friendly!

Likeliness to Recommend

Pros

Sopiko K.

Really important and useful product!

Likeliness to Recommend

Pros

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Feature Ratings

Agent Scripting

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Agent Collaboration

Customer Self Service Capabilities

Customer Service Workflow Management

Mobile Customer Care

Intelligent Search

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Vendor Capability Ratings

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