Kustomer Reviews & Product Details

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.

I love that it unifies phone calls, text and emails - I know it can also capture our socials but I don't work on those Review collected by and hosted on G2.com.

For Spanish speaking customers, we should have like an translation thing (preferably from DeepL instead of Google Translate because that's more accurate) Review collected by and hosted on G2.com.

The phone call AI summary, conversation notes. Review collected by and hosted on G2.com.

I have been doing Customer Service for a long time, worked in many CRM's and this one is by far is the least customer friendly. If I hear the phrase edge case one more time I may lose my mind. Review collected by and hosted on G2.com.

I find Kustomer great for being multiuse, which really helps in my work to manage customer interactions. I also like the feature of deep links that connects the client's contact to their account. This allows me to access their information faster, making client resolutions more efficient. Review collected by and hosted on G2.com.

I encounter lots of glitches with Amazon Connect, like sound, call connection, and headset connection issues. 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.

The customer journey at every touch point. Being able to change how we use the platform for any reason including operations Review collected by and hosted on G2.com.

We just had an account management change and it's been a little bumpy. 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.

I use Kustomer to connect with customers via WhatsApp, email, and SMS. I like its simple UI, which makes it easy to set up searches and find agent data. It's also easy to pull data and track progress. Review collected by and hosted on G2.com.

no ability to set up an automated CSV pull for individual searches. I have to manually pull 3 searches 4 times per day. Review collected by and hosted on G2.com.

It is easy to keep all converstations in one thread so you never have to guess on previous communication Review collected by and hosted on G2.com.

There is no good way to mass message people. It is very time consuming and not user friendly. 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.