Kustomer Reviews & Product Details

It creates an automated workflows into a single timeline and workspace, by then users make thier work effective and efficient. Review collected by and hosted on G2.com.

So far, I dont have anything odd that I ever experince using this helpful customer service platform. 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.

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. Review collected by and hosted on G2.com.

Kustomer tends to have a few technical issues on the back end, but they're usually resolved fairly quickly. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

Visually very pleasing to the eye, it is easy to search for a client, it is customizable without needing to be trained in IT. The pricing is reasonable and within budget. I can mostly use it without AI. The onboarding team was very flexible Review collected by and hosted on G2.com.

There are features that require AI such as the chat. I am having issues that have not been solved. There are some things I want to customize that I cannot. Some of the features are difficult to use. Review collected by and hosted on G2.com.

I like that Kustomer turns support from a reactive, messy process into something organized, trackable, and much more efficient for both the team and the customer. A key feature I value the most within Kustomer is its Workflows and automation, which sets rules to automatically route conversations, tag issues, escalate cases, or trigger follow-ups. This is especially valuable because it eliminates much of the repetitive manual sorting and helps keep response times consistent. Review collected by and hosted on G2.com.

One of the most common complaints is complexity and onboarding difficulty. While the interface looks user-friendly at first, the system itself has a lot of depth, and that can make it overwhelming for new users or teams without strong admin support. Setting up Kustomer is usually moderately complex rather than plug-and-play. Review collected by and hosted on G2.com.

The data collection potential and ease of use. Review collected by and hosted on G2.com.

I would like to see the reporting be more user friendly. Also why is it so hard to add a signature to all emails? That really should be more simple. Along with auto replies. Should be more simple!

For reporting, it is annoying that the report builder AI tool can't create automatic reports. Review collected by and hosted on G2.com.