--- title: Kustomer Reviews meta_title: 'Kustomer Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 558 reviews by the users' company size, role or industry to find out how Kustomer works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 558 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Kustomer Reviews **Vendor:** Kustomer **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 558 ## About Kustomer Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into one seamless workspace, teams deliver service that delights, retains, and drives growth. With Kustomer, support becomes faster, smarter, and more personal. ## Kustomer Pros & Cons **What users like:** - Users find Kustomer's interface **intuitive and user-friendly** , enhancing efficient management of customer information and interactions. (56 reviews) - Users appreciate the **intuitive interface and centralized customer information** in Kustomer, enhancing efficiency and communication. (42 reviews) - Users appreciate the **centralized customer information** in Kustomer, enhancing efficiency and streamlining communication processes. (37 reviews) - Users appreciate the **efficiency** of Kustomer, benefiting from its intuitive interface and seamless integration with other platforms. (30 reviews) - Users highlight the **efficiency of automation** in Kustomer, streamlining tasks and enhancing overall productivity in customer service. (20 reviews) - Users praise Kustomer's **responsive customer support** , enhancing service efficiency and providing a personalized experience. (20 reviews) - Time-saving (20 reviews) - Intuitive (19 reviews) - User Interface (19 reviews) - Users appreciate the **high customization** of Kustomer, enhancing the customer experience and streamlining agent workflows. (18 reviews) **What users dislike:** - Users experience **slow performance** with Kustomer, leading to workflow disruptions and frustrating handling times. (21 reviews) - Users often experience **slow loading** times with Kustomer, hindering fast customer resolution and impacting productivity. (17 reviews) - Users find the **learning curve steep** , with a complex interface that complicates navigation and onboarding. (16 reviews) - Users find Kustomer's **complexity** challenging, especially newcomers, which hinders navigation and requires extensive training. (14 reviews) - Users find Kustomer's interface **not intuitive** , leading to challenges in navigation and longer onboarding times. (13 reviews) - Users note **poor reporting** features in Kustomer, with limited depth and complexity in creating custom reports. (13 reviews) - Steep Learning Curve (13 reviews) - Complex Usability (12 reviews) - Users experience **poor performance** with Kustomer, facing challenges with navigation, training needs, and occasional lags. (12 reviews) - UX Issues (10 reviews) ## Kustomer Reviews ### 1. Kustomer provides great help in documenting customer concerns **Rating:** 4.5/5.0 stars **Reviewed by:** Arnold R. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Kustomer?** Real time notifications from tickets that needs to take action **What do you dislike about Kustomer?** Some surveys did not reflect real time, worst case they just vanished eventually. **What problems is Kustomer solving and how is that benefiting you?** It is very beneficial especially for documentatio and having the concerns being checked or reviewed easily ### 2. Excellent CRM Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Jomar P. | Customer Support, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2024 **What do you like best about Kustomer?** Best software to manage calls, email, and chat! **What do you dislike about Kustomer?** None, I cannot think or see any reason to dislike this software **What problems is Kustomer solving and how is that benefiting you?** to manage calls, email, and chat. ### 3. Kustomer for the organizations **Rating:** 5.0/5.0 stars **Reviewed by:** Lethukuthula K. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2024 **What do you like best about Kustomer?** It has knowledge base attached to it which makes it user friendly. **What do you dislike about Kustomer?** The only issue I have come accross is that when you open the interaction on a new page it sometimes redirects me to the initial one and the new one diappears. **What problems is Kustomer solving and how is that benefiting you?** It making interacting with customers easier as by opening the booking reference all the details needed to further help the customer is availed. ### 4. Kustomer is one of the user friendly to use on the field of call center **Rating:** 5.0/5.0 stars **Reviewed by:** Sean Aslie W. | CSR I, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** September 14, 2023 **What do you like best about Kustomer?** The best thing about the kustomer is that it is fast and reliable in terms of connecting with the customers, even if it's email, chat, call or even reviews from different social medias. This Kustomer has it all!! It also tracks the reviews immediately and handles it perfectly so that you can maintain/track your satisfactory score within your team or just invidividual score. **What do you dislike about Kustomer?** Overall Kustomer is great tool that helps to connect with the customer however there's a time that if there's two ticket opened and you've called the customer the log will go to the different ticket instead on the ticket that you're working on. You have to manually select the ticket and assigned it to your self. **What problems is Kustomer solving and how is that benefiting you?** Kustomers helps me to improve my lacks in terms of the performance with regards assisting the customers. It provides real-time feedback from the customer if they have suggestion or review in terms of the service that I've executed with them. ### 5. Kustomer Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Kustomer?** Kustomer is easy to use, has a built in knowledge center for internal and external useage. It also has integration features for Ujet which is another software we use. You also have the options of using email or with Ujet integration, chat and phones, as well. Training new hires on Kustomer is very easy and they pick it up very quickly. **What do you dislike about Kustomer?** The down side of Kustomer is there is no AI technology built in. We do not have the ability to have automatic QA, which would be extremely useful. The Knowledge center is also very bland and there is no ability to customize it, only orgainze it. **What problems is Kustomer solving and how is that benefiting you?** Ksutomer is currently one of our main platform for customer communications which is highly beneficial. It allows us to house all of our customer interactions and information. Without this information, we would not be able to preform quality checks on our interactions or go back to review customer information when necessary. ### 6. Experience with Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Kustomer?** How easy to use and find the information quickly. **What do you dislike about Kustomer?** I think everything is really good as it is. **What problems is Kustomer solving and how is that benefiting you?** Never bugged so it was a big change from the last platform we used to have ### 7. Kustomer User Experience Review **Rating:** 5.0/5.0 stars **Reviewed by:** John Martin S. | Customer Service Representative I, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2024 **What do you like best about Kustomer?** Kustomer helps agents by having the UI understandable and organized. Users does not need to click too many buttons or actions. **What do you dislike about Kustomer?** What I dislike about Kustomer is that the "Your Performance" page is not accurate sometimes. **What problems is Kustomer solving and how is that benefiting you?** Kustomer solves the problem other CRMs has. Ease of usage. Kustomer is really easy to use and not confusing. ### 8. Kustomer is a simple but, fully featured tool. **Rating:** 4.0/5.0 stars **Reviewed by:** Muhammad A. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 03, 2023 **What do you like best about Kustomer?** -I do love the simplicity of it very easy to understand even if you are new to the field. -I love the timer of the time I used in each status. - I love the way it's compatible with portrait screen mode works really well. -love that it shows some of the info under the ticket on the left in the current viewing. -- I love that it's more reliable than other competitors. **What do you dislike about Kustomer?** -a lot of times lately when I open my recently updated I can see everyone else tickets but not mine, however, it's good for now. -we are experiencing frequent downtime. -also the VOC v2.0 tab that is on the right is kinda buggy and after I select a category and a sub-category and wright a comment if I didn't do it very quickly it will reset and delete everything I wrote. -and the Shopify order tap that is in the middle is very slow and sometimes it wouldn't open and I need to refresh the page. -I would prefer if there were more appearance customization options not just light and dark. - sometimes it shows that someone is viewing the ticket but they are not. **What problems is Kustomer solving and how is that benefiting you?** -it helps us to identify the customer quickly with the integration with Ujet it gives a very good overview of our customer's profiles -makes it very easy to manage open and snoozed tickets. -it has good safeguards like the 60-sec delay before sending an email or a text helped me many times. -works really well with the integration with other apps and services like Shopify and Ujet and retool. ### 9. Impressive kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Louie Jay R. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2023 **What do you like best about Kustomer?** I am a customer service representative and kustomer really helps me monitor all my task. I love its feature where you can review and edit your notes about the chat/call. It can also easily communicate to your customer by sending them emails and giving them the customer experience that they deserved. **What do you dislike about Kustomer?** I don't see anything that can improve to kustomer. For me as using this platform for almost 1 year, I can say that this is one of the best software. **What problems is Kustomer solving and how is that benefiting you?** From being work less on productivity tto work-integrated learner. Kustomer helps me a lot on how to be more ethical at work. ### 10. Great User Interface and User friendly to utilize and work with. **Rating:** 5.0/5.0 stars **Reviewed by:** Ntokozo N. | Mr, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Kustomer?** Personalisation of the theme as well as having shortcuts for chats making replys easier. **What do you dislike about Kustomer?** It is Yet to be intergrated with customer ratings and once that is done it would be even more great. **What problems is Kustomer solving and how is that benefiting you?** Having intergrated systems such as social media, text message, email and chat is a great bundle of works making workload more logical and organised. ### 11. Kustomer is easy! **Rating:** 5.0/5.0 stars **Reviewed by:** Abdelrahman F. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2023 **What do you like best about Kustomer?** Kustomer is a great platform for interacting with our customers. I like the ability to change the color interface, easy navagation to find convesations quickly, and the integration with UJET! **What do you dislike about Kustomer?** I find Kustomer easy to use, and didn't encounter an issue with it so far. **What problems is Kustomer solving and how is that benefiting you?** We used Kustomer to handle incoming interactions from our customers ranging from chats, e-mails and even calls with the integration of UJET. It's an essential tool for our call center enviorment. ### 12. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** John Renan R. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Kustomer?** As a daily user of this tool, it amazes me how efficient Kustomer is when it comes to email, chat, and documentation. On top of that, the macros are helpful shortcuts that increase productivity. **What do you dislike about Kustomer?** I personally don't have anything that would discourage me from using Kustomer. The only thing that comes to mind is perhaps the ability to customize Kustomer's color background, aside from dark and white. **What problems is Kustomer solving and how is that benefiting you?** Primarily, as a social media moderator, our job is to ensure all relevant comments or posts related to our account are promptly addressed. Kustomer is integrated into our social platforms, which enables us to respond directly to different social channels simultaneously. ### 13. Use Kustomer for conversations **Rating:** 4.0/5.0 stars **Reviewed by:** Mariam K. | Partner vertical supervisor GE&AM at live operations (Support), Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2022 **What do you like best about Kustomer?** The best thing that I like is that it helps you to connect with your customers and one of the best things is that you can integrate this platform with many others and use different features, we have lots of them! It's integrated with spreadsheets, OneLogin platform, etc. **What do you dislike about Kustomer?** You can choose chats concurrency. In our country, we have 3 of them. If you are processing three conversations together it isn't easy to work from this platform. Take into consideration that mostly it needs to be connected via cable or it should be high quality WiFi. **What problems is Kustomer solving and how is that benefiting you?** We are reaching our customers. We are receiving evaluations, so we can track how we are doing. We are more productive because it is integrated with other platforms. ### 14. Best Call center Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ramadan P. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2023 **What do you like best about Kustomer?** Easy to use and edit and modify and all you interaction Chat, call , Emails, SMS, and surveys will be stored in one place, so far it's is the best RTM and call center tool I've used **What do you dislike about Kustomer?** Sometimes it is just slower while the internet is at a manageable speed for call center use, and the coloring with the new update is so bad. Only Two themes and not editable is kinda not acceptable for the other qualities Kustomer pro **What problems is Kustomer solving and how is that benefiting you?** The filtering system for managing access is really gotten easier and smoother to use ### 15. All the things we needed. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2024 **What do you like best about Kustomer?** All the necessary tools that we need are in Kustomer **What do you dislike about Kustomer?** For now, nothing. There's nothing that I dislike. **What problems is Kustomer solving and how is that benefiting you?** That the tools I needed are in Kustomer so that I can pull them up right away. ### 16. Outstanding! **Rating:** 5.0/5.0 stars **Reviewed by:** Stephan R. | MX Agent., Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Kustomer?** I like Kustomer because it's a necessity in my daily work routine. It has a very well-designed interface allowing me to deal with Chats, Calls, and Emails. The base structure allows me to keep track of my daily job, and, as a Customer Experience Associate, I can totally guarantee that Kustomer makes your job a lot easier. I have been handling chats for more than 1 year. Kustomer never disappointed, it never lagged or had problems loading, and it is a pleasure to have this tool as part of my job. Even with handling chats, switching to Calls or Emails is very quick and it works perfectly! **What do you dislike about Kustomer?** So far, I can not find a bad thing regarding Kustomer even if I want to. It is one of the most complex tools that I have used in my customer experience background, and provides all the information to make your work smoother than ever! **What problems is Kustomer solving and how is that benefiting you?** Kustomer maintains the perfect workflow and it should be a necessity in all the customer service companies nowadays. It is very helpful to use, a perfect interface, and If I miss anything work-related in any customer case, I can always go back to check my conversations in the last 24 hours as it keeps updating and I can never miss anything so crucial. ### 17. The best CRM I have used **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2023 **What do you like best about Kustomer?** This was the first CRM system that I worked with and after using a couple more, I can confirm that is the best one for me. Starting with the functional dark mode that is very important for me when I send so many hours daily in front of my computer. The intersections I handled were chats and emails, the distribution of these tickets were balanced, the templates were always functional. An amazing feature that I remember was that you could enable the option to cancel the email sent, if you notice an error or a typo within a couple of seconds. It was a very enjoyable experience while I was using it. **What do you dislike about Kustomer?** The only thing that I disliked is in the main page when you didn't have any ticket assigned, you were unable to remove searches that you did. It was not something that prevent me for doing my job but I didn't like it at all, the fact that I was unable to remove it was annoying for me. **What problems is Kustomer solving and how is that benefiting you?** Assigning ticket evenly to every customer service agent. Also the IKB helped to provide a faster answer to the customer and also, to follow the procedures correctly. ### 18. kustomer review **Rating:** 5.0/5.0 stars **Reviewed by:** Javier M. | agent , Consumer Electronics, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Kustomer?** Kustomer is a great tool when communicating effectively with our customers is it offers an excellent interface to work with our customers. Easy to use and super intuitive. **What do you dislike about Kustomer?** There has little to dislike about Kustomer; the system is super intuitive. Works great to handle all our communications; if I will need to say one thing I dislike, it would be that sometimes it takes too long to refresh. **What problems is Kustomer solving and how is that benefiting you?** Kustomer is a powerful, customer-centric, omnichannel platform that ensures your customers receive quick and in-depth solutions to their inquiries. Kustomer brings together everything you need to serve your customers in one easy-to-use place, and allows you to extend the functionality of Kustomer beyond the web app. ### 19. Great platform for Contact Centers or Service oriented businesses **Rating:** 4.5/5.0 stars **Reviewed by:** Fernando M. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 11, 2023 **What do you like best about Kustomer?** This platform is the most user friendly I've come across with. You can receive e-mails, chats and more in a single app. Theres also useful reporting tools for managers and for monitoring performance of the users. **What do you dislike about Kustomer?** That there's not a phone app for it. You have to use it through a web browser and the online app is non very compatible nor optimized with phone browsers. **What problems is Kustomer solving and how is that benefiting you?** Is solving it's versatility, it has been adding more features with time that makes navigating through it very easy. ### 20. Great app for managing Call Center interactions! **Rating:** 4.5/5.0 stars **Reviewed by:** Radwa L. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2023 **What do you like best about Kustomer?** Kustomer is a fast solution to the success of any company's contact center. I like that it's speedy and doesn't lag while working. The interface is easy to use, and I can effortlessly search, respond to and close customers' inquiries. **What do you dislike about Kustomer?** There have been some outages with Kustomer, but their support team quickly responds and fixes the issues. Other than that, I don't find anything at fault with Kustomer. **What problems is Kustomer solving and how is that benefiting you?** I use Kustomer daily to respond to our customers' inquiries and issues. I use the e-mail and chat capability that it's built-in, as well as the integration with UJET to track attendance and take calls, which is a plus. It has been a great asset so far! ### 21. a tool that changed our work rhythm **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Kustomer?** I think that kustomer is the most complete customer success tool on the market. the possibility of customization is enormous and the customer service we have has improved significantly since we used it **What do you dislike about Kustomer?** not for newbies! It has a lot of things that can be done within the platform and if you don't have implementation experience, it will be a difficult app to learn. **What problems is Kustomer solving and how is that benefiting you?** We solve problems for all types of clients in record time. you can optimize your processes in an ultra granular way... I can't find any faults in your system! the best live chat of all the ones we have used so far ### 22. Robust and Usable! **Rating:** 4.0/5.0 stars **Reviewed by:** Mohab H. | Member experience in Tempo, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Kustomer?** It is a great software when it comes to taking the customer's inquiries, such as chats, and emails. Also, the analysis of the website is amazing as it helps me to improve my work weaknesses areas. Also, the filtering part is great. **What do you dislike about Kustomer?** It needs some improvements when it comes to reporting the real accurate time of receiving the chats or the emails as most of the time, it is not accurate. **What problems is Kustomer solving and how is that benefiting you?** It is a great software when it comes to taking the customer's inquiries, such as chats, and emails. Also, the analysis of the website is amazing as it helps me to improve my work weaknesses areas. Also, the filtering part is great. ### 23. Efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Nada M. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Kustomer?** The navigation is straightforward. It shows all the account information on one single page and makes it easy to collect most of the info and take multiple actions easily and quickly. **What do you dislike about Kustomer?** There's nothing I dislike about Kustomer. It helps me to complete all my daily tasks efficiently and makes for an excellent tool for handling my customers' inquiries and requests. **What problems is Kustomer solving and how is that benefiting you?** We had no issues with this system. The UI is simple to use and remembers all of your past search terms. It is not difficult to communicate via any channel. I adore this tool and use it every day in my work routine; I couldn't do my tasks without it. ### 24. Bait & Switch **Rating:** 0.0/5.0 stars **Reviewed by:** Luke P. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Kustomer?** The platform worked as expected. There is nothing else that went well in our experience. **What do you dislike about Kustomer?** The pricing Kustomer advertised briefly for $29/mo was taken down when we tried to change our account to that level. The customer support was slow and unhelpful in our desire to downgrade the account based on our needs. I would recommend going elsewhere. **What problems is Kustomer solving and how is that benefiting you?** We needed a basic customer self-serve bot which many chat providers can do. Kustomer's more advanced features do not apply to our use case. ### 25. You will able to see right away who rated your calls. **Rating:** 4.5/5.0 stars **Reviewed by:** Radian U. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Kustomer?** The most helpful about using customer is you will able to see the conversations you recently solved and the conversation that unassigned. **What do you dislike about Kustomer?** Once the conversation assigned to me other team member can stole the conversation from my bucket. **What problems is Kustomer solving and how is that benefiting you?** Improve employees happiness. ### 26. Kustomer is handy. **Rating:** 5.0/5.0 stars **Reviewed by:** Yves Christian F. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Kustomer?** I like the versatility of Kustomer. It's so easy to use as it is very functional. **What do you dislike about Kustomer?** None. Kustomer is great. All buttons of Kustomer is user friendly. **What problems is Kustomer solving and how is that benefiting you?** Kustomer helps in gathering all concerns related to our business. It easily detects all things associated with our client. ### 27. Kustomer Usability **Rating:** 4.0/5.0 stars **Reviewed by:** Raine Leonard C. | Customer Service Representative, Automotive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Kustomer?** Kustomer helps me a lot when sending emails to clients and also managing my present and previous calls. **What do you dislike about Kustomer?** One of the things that I want to be addressed is the small letters in Kustomer. **What problems is Kustomer solving and how is that benefiting you?** Kustomer solves all of my problems regarding about managing all my emails through the weeks and months ### 28. Solid CRM that allows for a good deal of customization and connection **Rating:** 3.5/5.0 stars **Reviewed by:** Daniel G. | Executive Aide, Office of Consumer Protection, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2023 **What do you like best about Kustomer?** Kustomer has been a pretty smooth CRM to use for our organization. The customization and reporting features allow us to stay on top of meeting our SLAs. **What do you dislike about Kustomer?** The learning curve can be difficult for new staff. Sometimes, incoming requests are not routed appropriately. **What problems is Kustomer solving and how is that benefiting you?** Kustomer allows us to meet our customers where they are and provide direct service to them on their timeline. ### 29. Kustomer review! **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick Jorge B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Kustomer?** Kustomer integrates email, chat, and social media posts. As we're primarily with social media, it's easier to navigate between different LOBs and very convenient. **What do you dislike about Kustomer?** It's kinda hard to use multiple tabs as there's an error message. There's also no reminder that what you're sending, regardless if it's the notes, will be sent. **What problems is Kustomer solving and how is that benefiting you?** We can resolve issues that are already being handled via email or chat from different LOBs faster and with a noticeable ease of use. It also integrates everything in one. ### 30. Kustomer Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Edwin F. | Customer Service Representative, Automotive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Kustomer?** Very helpful to check the information and analyzed all the details regarding for the customer convrsation and transactions also help us to see the details the we will work on **What do you dislike about Kustomer?** No dislike as of the moment and having a greatful experience **What problems is Kustomer solving and how is that benefiting you?** Kustomer solving is benifitting much about the documentations and to gather information als to fascilitate the task for each days on my daily job also provide details ### 31. Efficient **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2023 **What do you like best about Kustomer?** With Kustomer,customer service agent can access a unified and centralized view of customer information, including past interactions, purchase history, and preferences, all in one place. **What do you dislike about Kustomer?** The pricing structure of Kustomer can be relatively higher compared to other customer service platform and some features such as the metrics or data visualizations are lacking and incomprehensive. **What problems is Kustomer solving and how is that benefiting you?** Kustomer has omnichannel support which delivers seamless customer service across multiple channels, including email, chat, phone, and social media, making it easier for customers to reach out via desired channels. ### 32. Impressive collaborative work **Rating:** 5.0/5.0 stars **Reviewed by:** Jota B. | Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2023 **What do you like best about Kustomer?** The amount of users able to work at the same time **What do you dislike about Kustomer?** That i cant open two windows at the same time **What problems is Kustomer solving and how is that benefiting you?** Allows us to send emails to clients and manage internal communication at the same time ### 33. Difficult to use, not user friendly and no mobile access **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2023 **What do you like best about Kustomer?** The multi-brand ability. Having it link into our one ecomm site via webhooks. **What do you dislike about Kustomer?** No mobile app. Extremely challenging to use on a mobile device via website. Super complicated to operated and not very user friendly. It was a real struggle and even when we went to tell them we were cancelling the staff really don't care. **What problems is Kustomer solving and how is that benefiting you?** I created more problems than it solved due to no mobile access. Sometimes you get notifications on replys sometimes you didnt/ ### 34. An experience with Kustomer Tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Herbert E. | Training Facilitator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Kustomer?** Kustomer works as a combination of a ticketing tool and a blog post where the conversations from end-to-end user show as a thread. A neat feature where you can track recent activities. Since the conversations from Kustomer are thread-type, once a client reaches out again and creates a new discussion, our representatives will have to merge for the same concern. **What do you dislike about Kustomer?** Since the conversations from Kustomer are thread-type, once a client reaches out again and creates a new discussion, our representatives will have to merge for the same concern. Combining conversations will eliminate the user or the representative's footprint from the other thread. **What problems is Kustomer solving and how is that benefiting you?** Kustomer serves as our ticketing and the primary tool to attend to our client's concerns from our line of business. It also tracks the last representative who supported the client. Our quality team also audits conversations from Kustomer and pull-out recordings for review. As trainers, we ensure that all on-boarding agents know how to operate the tool and act as an extension for their exceptional customer service. ### 35. work made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Marwa A. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Kustomer?** I like that Kustomer makes it easy for me to connect with our customers, view their profiles, and follow up. **What do you dislike about Kustomer?** Nothing more than it just needs more filters. I use it every day to check our customer's profiles and sometimes I need to filter more deeply so I can work easily. Other than that, it has been great. **What problems is Kustomer solving and how is that benefiting you?** It makes it easy for me to connect with our customers. ### 36. is a really good tool **Rating:** 5.0/5.0 stars **Reviewed by:** Deivid P. | Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2023 **What do you like best about Kustomer?** is really faster than the another aplications **What do you dislike about Kustomer?** Sometimes failed in the velocity on the navigation **What problems is Kustomer solving and how is that benefiting you?** yo can resolve any concerns at the same time ### 37. Good platform to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel L. | Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2023 **What do you like best about Kustomer?** Makes both email and call efficiency but can have improvements. Checking emails or calls records good and sounds good hardly any issues and gives change to use Grammarly which saves lives **What do you dislike about Kustomer?** Doesn't have any short cuts, or maybe not enable for use, since i have to close a lot of bar selectors can maybe have shortcuts as on a excel sheet can help and speed our jobs more **What problems is Kustomer solving and how is that benefiting you?** Have made merch a bit more understanding or easy for me to merch cases that are spread all over, and it is one customer same issue different contact method, but it is the same person. ### 38. Kustomer is a customer relationship **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon R. | Technical Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2023 **What do you like best about Kustomer?** Offers a unified view of customer interactions, allowing businesses to have a comprehensive understanding of their customers. User-friendly interface with a modern design. Advanced analytics and reporting capabilities to help businesses track performance and identify areas for improvement. **What do you dislike about Kustomer?** Some users may find the platform to be complex, with a steep learning curve. Limited customization options for certain aspects of the platform. Some features may require additional setup and configuration. **What problems is Kustomer solving and how is that benefiting you?** . Its advanced analytics and reporting capabilities, seamless integrations, and robust security features make it a great choice for businesses looking for a comprehensive solution. ### 39. Kustomer review **Rating:** 5.0/5.0 stars **Reviewed by:** Nermeen R. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2022 **What do you like best about Kustomer?** Kustomer is an amzing platform to manage different channels. Easy to use. Friendly UI **What do you dislike about Kustomer?** It could have more friendly UI i like i see everything is being tighten to each other **What problems is Kustomer solving and how is that benefiting you?** Its easy to manage tickets from different channels. Either chat, emails or phone calls. As its time saving when agents handeling tickets ### 40. outstanding **Rating:** 5.0/5.0 stars **Reviewed by:** Aminu E. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2023 **What do you like best about Kustomer?** Kustomer has an amazing interface that makes chatting, emailing, and taking calls to the next level. It is easy to use and navigate, the shortcut keys are absolutely stunning. **What do you dislike about Kustomer?** I'd not have any concerns as of the current time **What problems is Kustomer solving and how is that benefiting you?** Helping reach customers to resolve their concern ### 41. average CRM **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about Kustomer?** They are willing to improve. the interface is simple. **What do you dislike about Kustomer?** Inadequate if you run a large customer service operation. It is also incomplete and weak in reporting. **What problems is Kustomer solving and how is that benefiting you?** It helps to bring it all together ### 42. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Pinky L. | Customer Care Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Kustomer?** Status monitoring, macros, and ease of use. It can be complicated sometimes but if you know where to go, you'll be able to maximize it fully. Useful with customer communication. **What do you dislike about Kustomer?** It can be complicated when you are not fully trained or was not informed where to go and how to use it. It can also confuse you regarding other tabs you see when you use it. **What problems is Kustomer solving and how is that benefiting you?** Mainly used for customer communications, requests, escalations and basically solving customer problems about products and services. It can also be helpful with metrics. ### 43. Kustomer **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2023 **What do you like best about Kustomer?** Great reporting capabilities. I can pull stats for just about anything and everything I need. Their support is also fantastic compared to competitors, and the community/forums are helpful. **What do you dislike about Kustomer?** The search function requires too many clicks, and there isn't a way to do reports on internal notes, there is not a lot of functionality for internal notes in general but hopefully it's something they are working on. **What problems is Kustomer solving and how is that benefiting you?** Customer Relationship Management, organizing our outreach and filtering any interactions by team and skill. Kustomer helps immensely with reporting weekly and monthly, along with integration with uJet. ### 44. Easy! **Rating:** 5.0/5.0 stars **Reviewed by:** Leonardo A. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2023 **What do you like best about Kustomer?** It makes it easy when answering an email. Love the macros that Kustomer has. **What do you dislike about Kustomer?** We have talked about it with the team and we dislike the chat option. We belive it can be better **What problems is Kustomer solving and how is that benefiting you?** Makes it easy when it comes to email other customers. Make the job easier. ### 45. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Kustomer?** It's very easy to use. You can get every report with one click. **What do you dislike about Kustomer?** You can not create a live report. The workspace is very limited. **What problems is Kustomer solving and how is that benefiting you?** Integration with other tools is extremely easy and useful. Creating reports is very good, but creating live reports is impossible. ### 46. Straight foward, clean and delightful experience. **Rating:** 4.0/5.0 stars **Reviewed by:** Bassem H. | Technical Supprt, Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2022 **What do you like best about Kustomer?** Kustomer allows me to monitor and interact with our customers in a seamless way across multiple platforms, with a clear timeline and pretty straightforward interactions history. **What do you dislike about Kustomer?** Kustomer design can be a little bit overwhelming at the beginning and it's a little bit cluttered with things I wish I could get rid of to simply the looks of it and how I use it on daily basis. **What problems is Kustomer solving and how is that benefiting you?** Kustomer allows me to easily multi-task between different interactions once with an easy way to document my notes for each customer individually and extracting all the data I need couldn't be easier. ### 47. Customer is the best **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon Leonel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2023 **What do you like best about Kustomer?** It allows me to respond to emails that are organized by date. **What do you dislike about Kustomer?** Sometimes the system doesn't detect merged accounts. **What problems is Kustomer solving and how is that benefiting you?** to contact the customer at my job ### 48. Self Implementation Customer **Rating:** 4.5/5.0 stars **Reviewed by:** Dane P. | Musician, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Kustomer?** As a pre-launch startup, cost, efficiency and ease of setup were my main priorities. Being able to get out of the gate with easy-to-follow documentation and videos allowed me to set up our system pretty much on my own. After a couple weeks of getting as much as I could sorted, I did pivot to having a dedicated AM assist in ensuring all the final pieces were correct. This was a HUGE help in checking off each and every last feature and system preference and tool was accurate. The ability to have customized options and assistance was something we scoped out and their team will be ready to implement whenever the timelines work out well on my end. Their support team is patient and kin and extremely helpful. **What do you dislike about Kustomer?** The self-implementation and onboarding can feel a bit overwhelming. There are some parts of creating workflows and shortcuts where a "live example" to create would have been really helpful. The visuals and videos do help, but having some practical tasks to go and create something always is helpful. **What problems is Kustomer solving and how is that benefiting you?** My support team is pretty new to technical support and have found the tools incredibly intuitive and they latched on right away to parts of the platform. It seems like the Help Center customization isn't as robust as initially thought, and there's really just a binary option of using all CSS or making do with limited visual builders. Not the worst problem to have, but it does need to be taken into account. ### 49. Convenient but needs to be updated **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2023 **What do you like best about Kustomer?** Tracking call and chat history's putting notes in the messages or profiles **What do you dislike about Kustomer?** The search bar doesn't let you search somethings. Name and account number should be able to be searched **What problems is Kustomer solving and how is that benefiting you?** Using one system to answer phones, emails and chats ### 50. Useful software with a very helpful support team **Rating:** 3.5/5.0 stars **Reviewed by:** Laurie B. | CX Efficiencies Manger, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Kustomer?** I love the email routing and assigning features. This has saved our team leaders countless hours of work. The ability to see every point of contact from the customer in one timeline helps avoid redundancy. **What do you dislike about Kustomer?** Kustomer crashes much more frequently than our previous CRM platform, we have at least one system delay or issue a month which is unfortunate and does cause interruptions to our service. Additionally, the chat function did not work in a way we found useful to our team so we moved to a different platform for chat. **What problems is Kustomer solving and how is that benefiting you?** Email routing, assignment, and completion are 100% better and more efficient than our previous CRM platform. Our response time and SLA goals are met much more frequently as a result of the proper and simple routing tools. ## Kustomer Discussions - [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) - 1 comment, 1 upvote - [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) - 1 comment, 1 upvote - [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) - 1 comment, 1 upvote - [What discounts are available?](https://www.g2.com/discussions/what-discounts-are-available) - 1 comment, 1 upvote - [Is your pricing all inclusive? Are there any add-on fees?](https://www.g2.com/discussions/is-your-pricing-all-inclusive-are-there-any-add-on-fees) - 1 comment, 1 upvote - [View Kustomer pricing details and edition comparison](https://www.g2.com/products/kustomer/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-18+18%3A35%3A30+-0500&secure%5Bsession_id%5D=98589490-0341-4bc1-a761-9fc8d5779ecd&secure%5Btoken%5D=4422a318c722718cba83c9c401eb8f4d1e72f01087fe4e0f937340ad96fa705a&format=llm_user) ## Kustomer Integrations - [Admin](https://www.g2.com/products/google-admin/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Appbot](https://www.g2.com/products/appbot/reviews) - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [Delighted](https://www.g2.com/products/delighted/reviews) - [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [Laivly](https://www.g2.com/products/laivly/reviews) - [Looker](https://www.g2.com/products/looker/reviews) - [Loop Returns](https://www.g2.com/products/loop-returns/reviews) - [Maestra](https://www.g2.com/products/maestraplatform/reviews) - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - [Microsoft Excel](https://www.g2.com/products/microsoft-excel/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [OA Mobile CRM](https://www.g2.com/products/oa-mobile-crm/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Onward Checkout+](https://www.g2.com/products/onward-checkout/reviews) - [Ordergroove](https://www.g2.com/products/ordergroove/reviews) - [Recharge Subscriptions](https://www.g2.com/products/recharge-subscriptions/reviews) - [Redo Returns & Exchanges](https://www.g2.com/products/redo-returns-exchanges/reviews) - [RingCX](https://www.g2.com/products/ringcx/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Sprout Social](https://www.g2.com/products/sprout-social/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Turo](https://www.g2.com/products/turo/reviews) - [UJET](https://www.g2.com/products/ujet/reviews) - [Yotpo](https://www.g2.com/products/yotpo/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) - [Zowie](https://www.g2.com/products/zowie/reviews) ## Kustomer Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Kustomer Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,722 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)