I like the constant innovation that Kustomer presents. In the last 2 years, they have kept their users informed about these innovations. I would say that is the most important thing. Review collected by and hosted on G2.com.

I believe that customer service could be improved, especially for companies as clients. I also found the initial setup difficult, as the implementation by the Kustomer staff was poor. Review collected by and hosted on G2.com.

Kustomer has been a really flexible CSM that has been able to bend to the needs of our organization. Setup was quick (our team was live within about two months), maintenance is reasonable (even for a team without formal programmers), and getting support from the Kustomer support team has always been fast.

Our instance is customized to contain the data we need. We have connected data for objects like orders and registrations right into Kustomer--and it's easily viewable on the timeline to get a full view of the customer's history. If we ever need to intake a new record type, it's easy to create a new KObject and workflows to connect the data we need. Plus, we can run other custom workflows to automate tasks like customer follow-ups, routing rules, and other out-of-the-box configurations.

Communication within Kustomer has been pretty seamless. For our customers, we support omni-channel support from email, chat, sms, voice, and whatsapp; and you can change the channel in the ticket to meet the needs of the customer. For agents, we can leave notes and comments in converstaions and other objects to ask questions and get help--even from departments outside of customer support. Plus, we can create tasks to track and communicate on tasks that require more of a process, like refund requests.

Plus, Kustomer is just easier on the eyes than other CRMs I've used in the past. The data is displayed cleanly and modernly, you are able to view as much or as little information about a customer or conversation as your organization needs, and the conversation history is easy to understand and skim. Review collected by and hosted on G2.com.

While I wish Kustomer supported more apps to third-party providers, I do think that a lot of the items you would add on from a third-party provider are supported in-house by Kustomer, and they do a good job allowing you to create any custom integrations you would need.

The reporting is pretty solid for most basic use-cases for support, but I do wish it could get a little more granular and allow more global filters on custom reports. However, this is not unique to Kustomer--many big-name CRMs are lacking in native reports. Review collected by and hosted on G2.com.

I like that it brings all customer interactions into one timeline, making it easy to see the full history and respond quickly. The automation and integrations, especially with Shopify, save a lot of time and help deliver more personalized support. Review collected by and hosted on G2.com.

Kustomer can feel overly complex at times, with a steep learning curve for new users. It can also run slow or glitchy, and the pricing is high for smaller teams who don’t need all the advanced features. Review collected by and hosted on G2.com.

Kustomer is a very user friendly application, with great customer support it's integrated with other applications like shopify we use it on hourly bases and it was implemented easily with our other applications Review collected by and hosted on G2.com.

all great as the application is smart and provides a lot of features Review collected by and hosted on G2.com.

its ability to provide a unified, 360-degree view of the customer through a single timeline, which is powered by AI and automation Review collected by and hosted on G2.com.

low performance and reliability issues, including outages and latency. Other disadvantages include a steep learning curve, a lack of flexibility in its reporting and custom reports, and difficulties with certain integrations and features like social media comment management. Review collected by and hosted on G2.com.

There is a lot of customization with Kustomer. Their support is willing to teach us skills that can help us fix needs. The website itself is easy to use and easy to understand. I have enjoyed working with the migration team on various issues and needs. They have been very easy to work with. Review collected by and hosted on G2.com.

The implementation process could have been more organized. The team seemed a bit hands off, which caused a lot of concern from our end about whether things were going to be completed within the deadline. There have been various bugs that we have caught during our time using it, and although the support team has been responding to our requests quickly, it still feels that there is a lot of waiting time for issues to get fixed on the backend. Review collected by and hosted on G2.com.

Kustomer has a very customer-centric mindset and experience. The fact that so many different types of communications can be consolidated to a single thread enables agents to be at their best. The ability to customize workflows, queues, business rules, etc. enables us to adapt the software to our needs, rather than adapting business needs to platform capabilities. Review collected by and hosted on G2.com.

Kustomer is not the most intuitive or easy to learn. Training is required and SOPs are needed to ensure uniformity. Small occasional performance issues. Reporting limitations- they dont go as deep as other analytics, though it can be customized, again it isn't the easiest. Review collected by and hosted on G2.com.

I find Kustomer incredibly convenient for creating patient profiles and consolidating all patient-related information and communications. It enables efficient internal communication with my care concierge team, replacing Slack. The intuitive interface allows me to efficiently search for patients, add documents, and communicate via SMS and email within patient profiles. The search and tagging features are particularly useful for filtering specific patient populations, and the integrated SMS and email capabilities provide transparency for team interactions. Review collected by and hosted on G2.com.

I find the inbox system within Kustomer clunky and unintuitive. Creating dedicated inboxes for specific patient profiles is not straightforward, and the process often mistakenly includes unrelated patient profiles due to the tagging system's inefficiencies. I also dislike the limitations within the email and SMS functionalities, particularly the inability to embed videos directly instead of sending them as links, which can be perceived as spam by recipients. Additionally, I wish Kustomer acted more like an integrated CRM that could encompass the capabilities of tools like HubSpot for prospective patient interactions and profile creation. Review collected by and hosted on G2.com.

Kustomer is really helpful since all of the information needed where already filled out most specially if the customer phone number or email is already merged or associated on the phone number. Review collected by and hosted on G2.com.

Some it takes time to load but all in all it good. Review collected by and hosted on G2.com.

I like the automatic assigning of tickets and the intuitive UI of Kustomer. Review collected by and hosted on G2.com.

I don't like how attachment loading is slow. It's frustrating when loading older messages as the screen keeps scrolling back to the newest message, making me have to scroll all over again. Review collected by and hosted on G2.com.