Kustomer Reviews & Product Details

I like the way we can integrate Macros with the emails that are dynamic, also, we can track our CSAT score and performance. The use of Co-Pilot is an add-on. So I think it has many features that perfectly suit customer support-related work. Review collected by and hosted on G2.com.

I dislike the user interface and the user experience they have; it's very clumsy and a lot of things in one window, so they should make it more user-friendly. I think the prices are also bit high for the service provided, while the competitors are providing in a bit cheaper rates. Also the support articles or FAQ's are difficult to add so there should be an easy streamline process for that. Performance-wise I would say okayish, but still not disappointed, so good to go. Review collected by and hosted on G2.com.

I like the interface, it's pretty nice, and the dark mode is easy on my eyes compared to some other systems where we only have light mode. The integrations and workflows are very good, especially the ability to bring in webhook data from different systems. This allows us to have custom objects on the timeline and customize what information we see, which gives our agents the extra context they need for answering customer inquiries. I also appreciate the unified customer timeline, which is pretty good at helping our team understand what's happening with a customer's profile. This comprehensiveness means we know if a customer submits a return or leaves a bad review, which aids our interactions with them. The workflows for webhooks are specifically great because they allow for automation, saving us time. The setup was also easy, even with limited support, and I managed to set it up in about three weeks, which could have been less if done full-time. Overall, I would rate it a nine for recommendation. Review collected by and hosted on G2.com.

I think chat for the most part is probably where I feel like there's some lacking features. Specifically in the included automations without having to pay for additional features like customer IQ or AI for customers. There's also some minor things like speed specifically on chats seems to be slower than some of our other systems, usually taking between thirty seconds to a minute for things to get fully routed. Whereas previous systems were pretty much instant. Chat also doesn't tell a customer if an agent's being assigned to the ticket or when someone joins the ticket. So a customer might just be sitting there for a minute or two, not really knowing what's happening on the back end. Review collected by and hosted on G2.com.

Kustomer is a great tool for communicating with customers, understanding tickets and solving the queries, also organizing and segregating queues, and monitoring agent performance. It’s a revolutionary platform that brings chat, call, email, and social media support teams together in one place, thanks to the UJET integration that allows outbound calls and the kustomer tool enables inbound calls, allowing all operations run smooth. Overall, the UI is appealing as well, and it creates a positive experience for the user. Review collected by and hosted on G2.com.

To be honest, there’s nothing I dislike about Kustomer. That said, I’d like to see more focus on AI-based support going forward, because it feels a bit stagnant and I haven’t noticed any major updates over the last year. With AI being integrated into almost every sector, it would be helpful to have features like AI-assisted response drafting. Review collected by and hosted on G2.com.

I enjoy the overall platform of Kustomer. It has a lot of out-of-the-box features that anyone can come in and set up. I also appreciate that it allows us to track our customer history and log their reasons for contact or friction points. One great feature is the early access programs available for clients. I like that CX managers can update and own the prompts for the co-pilot without needing coding skills, which other products may require. Additionally, the integration with Amazon Connect allows calls to be answered directly in Kustomer. Review collected by and hosted on G2.com.

Metrics are not the most helpful and being able to validate data at a granular level. In order to run the business on a day-to-day basis, we have to rely on API access to data and then build metrics ourselves. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

UI / UX: Unified view of every customer (conversations, data, history, context).

Integrations: Deep workflow integration, embedding AI directly into CX workflows.

Omnichannel support (Chat, Email, Text, Voice, Facebook, Instagram, WhatsApp).

Performance: 80% improvement in first response times.

15-point increase in CSAT scores.

25% agent hours saved.

40% decrease in cost per contact.

Pricing / ROI: $3.5 average return for every $1 invested in AI.

Base plans (Enterprise, Ultimate) require annual billing and an eight-seat minimum.

Support / Onboarding: "Easy setup" with guided, no-code configuration.

Teams can "Deploy AI in days, not quarters".

AI / Intelligence: Extract details on the AI-native architecture, explainability (Reasoning Engine), and agent types (Customer/Rep).

AI-native platform built on a unified data foundation for context and precision.

Features the AI Reasoning Engine, which provides step-by-step visibility, traceable logic, and auditable workflows (no black box). Review collected by and hosted on G2.com.

Performance/Stability: Users experience issues with slow performance, lags, and slow loading times. Review collected by and hosted on G2.com.

I really appreciate how Kustomer centralizes all customer interactions into a single timeline. It makes it easy to view the complete history of conversations in one place, without having to switch between different tools. The platform’s intuitive interface also helps streamline support workflows and keeps day-to-day support work more organized. Review collected by and hosted on G2.com.

While Kustomer offers many helpful features, there are still a few areas where it could improve. At times, the platform can feel overwhelming because of the sheer number of options and settings, which can make onboarding new team members more difficult and time-consuming. Review collected by and hosted on G2.com.

The response time from their AI is outstanding. It gives me the help I need and, when something is beyond its scope, it suggests real people to speak with. Their tech support team is also quick to reply and they follow up without the need to chase them. Review collected by and hosted on G2.com.

the feature of not detecting from what email domain it came from is challenging on our end of reporting. It only detects the TO: field but not detecting which email source it came from Review collected by and hosted on G2.com.

I find Kustomer very responsive and easy to work with. Their AI is solid, both internally and externally, which helps us get answers to our customers and unblock them to make purchases. The system's ability to work across all our brands and not just one is another plus. I also appreciate the solid integrations it offers, enabling us to work seamlessly across all our platforms and efficiently access all our data. Review collected by and hosted on G2.com.

I think there's room to grow in multi-brand support, although the team is very willing to work with us. The data mapping during the initial setup was a little complex, but otherwise, it was straightforward. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.