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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Real user data aggregated to summarize the product performance and customer experience.
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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
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
Chris H.
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Feb 2022
Easy to use and not ticket centric
Likeliness to Recommend
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
Submitted Feb 2022
Great but could be better
Likeliness to Recommend
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
Sopiko K.
- Role: Operations
- Industry: Food and Beverage
- Involvement: End User of Application
Submitted Feb 2022
Really important and useful product!
Likeliness to Recommend
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
