Kustomer Reviews & Product Details

The Unified Timeline feature brings together all customer interactions—whether by email, SMS, chat, or social media—along with external data from platforms like Shopify, displaying everything in a single, chronological feed for each customer. The CRM capabilities are robust, functioning as a database where you can store and manage custom data such as "Loyalty Tier" or "Subscription Status" without having to navigate away from the main screen. With Omnichannel Continuity, agents are able to seamlessly switch between chat and email within the same conversation thread, so customers never have to repeat their information or story. Review collected by and hosted on G2.com.

I have not found anything about Kustomer that I dislike. Review collected by and hosted on G2.com.

The platform is super versatile and easy to customize for your business. It’s also really intuitive to use. Review collected by and hosted on G2.com.

Based on my usage, the platform experiences significant latency and lag at high volumes, as reflected in the system reports. Review collected by and hosted on G2.com.

Kustomer has an intuitive interface that makes managing tickets straightforward. I particularly appreciate the dark mode feature, which reduces eye strain during long hours of work. The platform also allows for customization of notification sounds, giving me more control over alerts. Additionally, the undo send feature is very useful, helping prevent errors and providing flexibility when communicating with customers. Overall, these features make the user experience smooth and efficient. Review collected by and hosted on G2.com.

There are a few issues that affect productivity. Sometimes, the system shows full capacity (3/3), but only two tickets appear in my inbox. To resolve this, I need to log out and back in, which can unintentionally unassign tickets that are not showing. This interrupts workflow and slows down handling times. Another persistent issue involves text formatting: when copying and pasting paragraphs into the message box, the spacing between paragraphs is lost, requiring manual correction. This also impacts average handle time. I reported this formatting issue last year, but it has not yet been resolved, which is frustrating. Review collected by and hosted on G2.com.

From my team's perspective, what I like most about Kustomer is the automation and team's work allocation. I also appreciate the feature that allows us to directly reach out to our customers for any further queries using the Kustomer CRM tool. This also helps us keep a record and makes it especially easy to understand their UI/UX and navigation. Review collected by and hosted on G2.com.

I dislike Kustomer in one way as there are two options: reply and notes. We analysts tend to reply sometimes related to customer queries and save notes for another team as well, which is crucial information for another team. But sometimes, instead of saving as notes, we click on reply, and important stuff is sent to the customer, which is not relevant to them yet crucial to the team. Review collected by and hosted on G2.com.

What I like best about Kustomer is its customer-centric approach to service. Unlike traditional ticketing systems that focus on individual support cases, Kustomer organizes everything around the customer themselves. This means that a service agent can see a complete, chronological timeline of all a customer's interactions—emails, chats, social media messages, phone calls, and even past purchases—in a single, unified view. Review collected by and hosted on G2.com.

A common complaint is its complexity and steep learning curve, which can be overwhelming for new users or smaller teams. While it offers a wide range of features, this can lead to underutilization and a perception of being "too much" for businesses that don't require its full capabilities. Furthermore, some users have reported issues with slow performance, occasional technical glitches, and a less-than-intuitive interface for certain backend and reporting functions. Review collected by and hosted on G2.com.

I like that Kustomer looks nice and is reliable. I also value the custom reports feature, as there are many ways to pull data. Review collected by and hosted on G2.com.

There’s so many ways you can pull data, but it’s not clear why the data is so different, or what the settings you choose do. Review collected by and hosted on G2.com.

I love how fast Kustomer is, and the level of customization on the searches is excellent. It's a very fast and responsive system. The search with any of the massive amount of custom variables can be very precise. Review collected by and hosted on G2.com.

More API levels of access for agents Review collected by and hosted on G2.com.

Its user interface makes it simple to find user accounts. Review collected by and hosted on G2.com.

Sometimes I run into bugs that make the app load a bit slowly. Review collected by and hosted on G2.com.

I really like Kustomer's mass email/SMS feature, its consolidated customer timelines, and how customizable the platform is. These features are great and help streamline our workflows, allowing us to adapt to ever-changing business needs. Additionally, Kustomer offers better functionality compared to what we had with Gorgias, mainly in terms of its AI capabilities and other features that fit our business needs well. The initial setup was pretty easy, especially since we worked with an implementation team that handled most of the heavy lifting. Review collected by and hosted on G2.com.

I think the terms in the platform are a bit confusing- the way that word is used to reference things other than our actual customers. Klasses are also a bit confusing. Review collected by and hosted on G2.com.

Kustomer gives agents a unified view of every customer interaction across channels, reduces manual work with automation, integrates well with other systems, and provides strong reporting Review collected by and hosted on G2.com.

Some users find it slow, complex to learn, pricey, and its reporting/customization can be hard to use or limited. Review collected by and hosted on G2.com.