Kustomer Reviews & Product Details

The tool itself is excellent, with one of its greatest strengths being the wide range of customization options that allow it to adapt to specific business needs. Its AI capabilities are a particularly valuable addition, helping future-proof both the platform and our operations. Kustomer’s automation features also make it easier for users to complete tasks efficiently and consistently.

Support from the Kustomer team has been more than satisfactory. They are proactive not only in resolving issues, but also in identifying opportunities where they can provide additional value.

The implementation project was smooth overall, despite a few minor hiccups along the way.

Finally, Kustomer delivers accurate and reliable data, enabling our leadership team to make well-informed, data-driven decisions. Review collected by and hosted on G2.com.

During the implementation, the integration and migration from NetSuite to Kustomer has been quite challenging. But despite that, the team was able to build a solution to address it. Review collected by and hosted on G2.com.

I like that Kustomer speeds up the process for delivery dispatch and provides a stable platform for customer interactions and with the store. I really like how it tracks customer interactions and is able to hand off to different teams. Also, the initial setup of Kustomer was really easy. Review collected by and hosted on G2.com.

I think note replies should be tracked because for our company we use internal notes on customer accounts. There are times where another team leaves notes, and it makes it more convenient for them to do so. It doesn't count towards our progress. There are periods where we use internal communication only, and it makes it look like we aren't doing work, but we are. I would want better interaction of the AI hand off summary and closing summary as it takes up too much room with unnecessary information or a chance to move the modal around the website rather than stuck in the chat. Review collected by and hosted on G2.com.

What I appreciate most about Kustomer is how seamlessly it brings together customer conversations from every channel into a single, unified timeline. This makes it simple to follow a customer’s complete history, allowing for quicker and more precise responses to queries. The interface is straightforward, the search function is robust, and the shortcuts and macros really help streamline repetitive tasks. Integrations such as UJET also function smoothly, automatically importing customer details into the workspace, which boosts efficiency and cuts down on manual work. All in all, Kustomer makes daily customer support organized and easy to handle. Review collected by and hosted on G2.com.

One thing I find frustrating about Kustomer is that it can occasionally feel slow or laggy, particularly when loading lengthy customer timelines or when switching between several sessions. Some of the more advanced features are tucked away behind additional clicks, making them less accessible. Although the interface is clean, it can be somewhat unintuitive for newcomers. I’ve also noticed occasional synchronization delays with integrations, which can disrupt the workflow. Additionally, the reporting and analytics options could offer more flexibility and customization. While Kustomer is a robust tool overall, these performance and usability challenges can affect productivity, especially during busy periods. Review collected by and hosted on G2.com.

The best part of the Kustomer is that it maintains all our daily records. It keeps track of our availability which in turn helps us work efficiently. Also, the software is very easy to use and implement. Review collected by and hosted on G2.com.

The kustomer shows number of tickets on the home screen when you are working on a single ticket. This sometimes becomes difficult to find the main thread on which we are supposed to respond. Review collected by and hosted on G2.com.

Kustomer’s greatest strength is its unified customer timeline, which consolidates every interaction across chat, email, and other channels into a single, chronological view. This provides agents with complete context, eliminating the need to switch between platforms and enabling faster, more accurate resolutions.

The platform stands out for its ease of use, seamless integration with existing systems, and smooth implementation process, which allowed our team to adopt it quickly with minimal disruption. Its customer support has been consistently responsive and solution-oriented, ensuring that any inquiries or technical needs are addressed promptly.

With its extensive feature set and high frequency of use, Kustomer has become an essential part of our daily operations—enhancing productivity, collaboration, and the overall customer experience. Review collected by and hosted on G2.com.

What I appreciate about Kustomer is that even areas that could be seen as challenges often present opportunities for growth. As the platform continues to evolve, enhancements in speed, deeper integrations, and expanded automation capabilities could make an already powerful tool even more exceptional. Review collected by and hosted on G2.com.

Kustomer is a very powerful and user-friendly tool. It offers flows that allow us to highly customize the customer experience and the routing to service advisors. It helps us a lot in managing traffic. I also want to highlight that their technical support is very fast when errors or difficulties arise, providing immediate attention, which we truly value. Review collected by and hosted on G2.com.

What I like the least is that, although Kustomer is very customizable and we can handle almost everything through flows or the available tools, when something cannot be achieved with the current features, the process to have new developments or custom implementations is a bit slow. Review collected by and hosted on G2.com.

Actual i like that It puts all customer conversations and data in one place and i can merge more that one ticket to avoid any confusion. Review collected by and hosted on G2.com.

It can feel complex to set up and customize at first and sometimes it logs me out very fast. (its been more thna 4 times to remake this review and provided a screenshot that shows that i am using it in the behalf of hexclad, hope it gets approved) Review collected by and hosted on G2.com.

I like how Kustomer gives us the ability to work through requests and messages faster. It centralizes everything into one place, which means we're able to look at things faster, find what we need quickly, and make messaging easier. Review collected by and hosted on G2.com.

I find the workflows in Kustomer to be a lot more technical than initially stated. We didn’t know we would need someone who knows how to read JSON and other technical things. Many things that you would think are simple actually take a lot more effort. The setup was pretty intensive, especially since we were integrating it rather than just replacing existing tools, which required much more work from the engineering side than expected. There are things that seem like they should be fairly simple but are not and are a bit harder than you would think. Review collected by and hosted on G2.com.

What I like best about Kustomer is its unified and intuitive customer support platform that brings together conversations across multiple channels into a single, streamlined view. This allows support teams to deliver faster, more personalized service without switching between tools. The platform’s timeline-based interface provides valuable context on customer interactions, enabling agents to respond more efficiently and empathetically. Additionally, its automation features, such as workflows and AI-powered suggestions, help boost productivity while maintaining a high-quality customer experience. Overall, Kustomer stands out for combining CRM functionality with robust support tools in a user-friendly package. Review collected by and hosted on G2.com.

While Kustomer offers a powerful and user-friendly platform, one area that could be improved is the reporting and analytics functionality. Although the system provides valuable insights, creating custom reports can sometimes be complex and less intuitive for non-technical users. Additionally, occasional system performance lags during high-volume periods can impact efficiency. That said, these are areas that could be refined further, and they do not outweigh the overall benefits of the platform. Review collected by and hosted on G2.com.

Easily edited custom fields, prioritization, and a thorough ability to harness gathered information in a user friendly format. Review collected by and hosted on G2.com.

It can be clunky at times, the search function takes some learning, it gets bogged down if I am multi tasking calls and chats simultaneously. It could look cooler too. If I have to work with it all day, it should be prettier, or at least cooler. Review collected by and hosted on G2.com.