Avis et détails du produit Kustomer

What I like best about Kustomer is how simple and organized it is to use. It makes it easy to find conversations, stay on top of requests, and respond quickly without getting lost in multiple tabs or complicated workflows. Avis collecté par et hébergé sur G2.com.

Overall, it’s very user-friendly, but there are times when I wish it offered a bit more flexibility or more advanced automation features to better align with specific support needs. Avis collecté par et hébergé sur G2.com.

The timeline view is generally one of the best features for our support team. I like being able to see the customer's full interaction history in a chronological view, and it means our agents do not have to go in blind on repeat contacts, which is a benefit. The UI is also cleaner and more modern than a lot of CRM tools I have used. It does not feel cluttered. From an integrations standpoint, Kustomer connects decently with other platforms in our tech stack, which has helped us centralize data that previously lived in silos. The AI and automation features have been helpful and I am excited to see where these tools can take us when it comes to routing and tagging conversations in the future. Avis collecté par et hébergé sur G2.com.

The biggest pain point for my specific team by far is the knowledge base. For a platform that does so much so well on the customer-facing side, the knowledge base feels like an afterthought. IT's clunky to build out, difficult to maintain, and agents can never find the information they need - the search feature just does not work. This is a huge gap and one of the features that could drive us to look at alternatives if it doesn't see meaningful improvement. Analytics is the the other major sticking point. Besides being slow to generate data, the reporting suite is not robust enough for a team that needs to make data-driven decisions with confidence. The customization options are limited, but more critically, we have encountered data accuracy issues that make it hard to trust the information we are looking at. Avis collecté par et hébergé sur G2.com.

UI / UX : Vue unifiée de chaque client (conversations, données, historique, contexte).

Intégrations : Intégration profonde des flux de travail, intégration de l'IA directement dans les flux de travail CX. Support omnicanal (Chat, Email, Texte, Voix, Facebook, Instagram, WhatsApp).

Performance : Amélioration de 80 % des temps de première réponse. Augmentation de 15 points des scores CSAT. 25 % d'heures d'agent économisées. Diminution de 40 % du coût par contact.

Tarification / ROI : Retour moyen de 3,5 $ pour chaque 1 $ investi dans l'IA. Les plans de base (Enterprise, Ultimate) nécessitent une facturation annuelle et un minimum de huit sièges.

Support / Intégration : "Configuration facile" avec une configuration guidée sans code. Les équipes peuvent "Déployer l'IA en quelques jours, pas en trimestres".

IA / Intelligence : Extraire les détails sur l'architecture native de l'IA, l'explicabilité (Moteur de Raisonnement) et les types d'agents (Client/Représentant).

Plateforme native IA construite sur une base de données unifiée pour le contexte et la précision.

Comprend le Moteur de Raisonnement IA, qui fournit une visibilité étape par étape, une logique traçable et des flux de travail auditables (pas de boîte noire). Avis collecté par et hébergé sur G2.com.

Performance/Stabilité : Les utilisateurs rencontrent des problèmes de lenteur de performance, de décalages et de temps de chargement lents. Avis collecté par et hébergé sur G2.com.

J'apprécie vraiment la façon dont Kustomer centralise toutes les interactions avec les clients en une seule chronologie. Cela permet de visualiser facilement l'historique complet des conversations en un seul endroit, sans avoir à passer d'un outil à l'autre. L'interface intuitive de la plateforme aide également à rationaliser les flux de travail de support et à garder le travail de support quotidien plus organisé. Avis collecté par et hébergé sur G2.com.

Bien que Kustomer offre de nombreuses fonctionnalités utiles, il y a encore quelques domaines où il pourrait s'améliorer. Parfois, la plateforme peut sembler accablante en raison du grand nombre d'options et de paramètres, ce qui peut rendre l'intégration de nouveaux membres de l'équipe plus difficile et plus longue. Avis collecté par et hébergé sur G2.com.

I like that Kustomer is really simplified and allows me to create different teams, making it easy to assign tickets manually to the correct team like Supply, Support, Account management, and Tech. The ability to leave a note on the same thread is also helpful. I like the dashboard where we can see open conversations, snoozed, and solved tickets, as it's really helpful to track which team solved the most tickets and the average response time. Having the admin link shown on the right sidebar for Boatsetter accounts is convenient. I find Kustomer useful for sending bulk messages to renters and owners. The user interface is great and everything is sorted so we can find the assigned tickets easily with channel filters, pin teams, and see who is working on which ticket with Assigned team and assigned user tags. It's also easy to keep track of open conversations with a separate tab so we don't leave tickets without responding. Avis collecté par et hébergé sur G2.com.

I think everything works for me right now. I would love if the reply section has an AI tool to make the emails more attractive and help with suggestions. Avis collecté par et hébergé sur G2.com.

I find Kustomer easy to keep up with due to its email chat format, which makes typing and sending out communications straightforward. I really like the toolbar because it lets me see the number of conversations coming through. The search engine is also something I value, as it allows me to search for something I previously sent to a customer. Additionally, the internal knowledge base is helpful for uploading information without having to switch between different systems. The initial setup was easy; we just signed in and could customize notification preferences for personal convenience. Overall, Kustomer has been a main tool that we use daily for completing our work tasks. Avis collecté par et hébergé sur G2.com.

Kustomer tends to have a few technical issues on the back end, but they're usually resolved fairly quickly. Avis collecté par et hébergé sur G2.com.

I use Kustomer for reporting purposes to track agent activity and key metrics. I appreciate that it allows me to set up multiple filters for reports, which makes combining them as needed simple. Another plus is that I can share specific reports with only certain people, minimizing the chances of accidental edits. What I like most about Kustomer is its good reporting system, where you don't have to manipulate much. The filters are incredibly easy to work with and make adding or removing departments seamless. The initial setup of Kustomer was also very easy. Avis collecté par et hébergé sur G2.com.

When we switched to Kustomer there was a lot of talk about it being real time. This is fantastic, however there are some instances where we do need to look into the past, but since the reports are in real time it makes it impossible. Example: if we are closed for the Holiday, we are unable to pull the report the next day to see what our total outstanding open tickets are from the day before the Holiday. I wish a feature would be added to be able to look into the past and see what the numbers were at a certain point in time. Avis collecté par et hébergé sur G2.com.

I use Kustomer for solving tickets and day-to-day work activities. It helps me reply to customers efficiently and quickly, which is really valuable. I like how macros can be used easily to respond to tickets, saving me time with the most asked questions. Additionally, the AI co-pilot is making the process more awesome, helping me when I'm unsure about company policies or how to respond to customers. Another thing I appreciate is how Kustomer is able to track the history of an account, providing emails and messages that help us understand customer issues. It also offers sentiments and past scores that give insights into customer behavior. The initial setup was easy and user-friendly, and overall, I find these features really beneficial. Avis collecté par et hébergé sur G2.com.

I think it lags sometimes, there might be some bug or something, I need to refresh it to see what email it is, as it keeps loading. Yeah, maybe use of Kustomer on iOS and Android on mobile phone or tab. Avis collecté par et hébergé sur G2.com.

I like Kustomer's ability to group together multiple customer tickets. I can quickly see previous inquiries and current inquiries, and make notes for the future. I like the tagging, and the ability to use macros for quick, repetitive inquiries. Avis collecté par et hébergé sur G2.com.

First: The voice function for replying is not good. It doesn't capture capitalizations at the beginning of sentences, or punctuation - For example, my Samsung voice assistant will correctly type this spoken phrase "I'm not sure comma what do you think question mark" into "I'm not sure, what do you think?. Second: I can use two screens with minimal issues, but I do encounter some glitches and it could be streamlined- especially for a platform that is intended to have multiple emails & live chats at the same time. I use one screen for live chats and the other for emails. Avis collecté par et hébergé sur G2.com.

I like how Kustomer allows me to see the whole dashboard on the screen at the same time. It's just nice to always see how many tickets I have to manage over the course of the day. Having all of the different tickets, their amounts, and the different colors really helps. It just kinda helps me manage my overall day and structure it. Avis collecté par et hébergé sur G2.com.

I think there's a little bit of the user experience, slash design that could be improved. It's a little bit hard to tell, like, which buttons are for what, if that makes sense. Like, I feel like they could be highlighted in a better way, using those colors from the main dashboard. You could use them for, like, the send button or whatnot just to, like, highlight them in a more visible way. Avis collecté par et hébergé sur G2.com.