The phone call AI summary, conversation notes.

Everything being in one timeline, it shows older tickets from the same customer and quite easy to navigate and find older exchanges. No need to switch tabs as it integrates well with other platforms like shopify for example. AI features are great as well it can summarize long messages and draft responses based on knowledgebase. Performance wise it has it's ups and downs with downtimes but nothing to be concerned about, usually works great. pricing can be a bit on the pricier side depending on the team size and support is alright as well. Not sure about onboarding as I was not involved during that time

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.