Ai integrated features and the possibility to update the macros directly Review collected by and hosted on G2.com.

Glitchy sometimes when the data speed is unstable Review collected by and hosted on G2.com.

I find Kustomer to be incredibly valuable for our customer service operations due to its AI capabilities. The AI acts as our frontline, efficiently handling phone calls, chats, and emails, which has allowed us to downsize our team and save on payroll costs. This functionality works efficiently, guiding customers through scenarios and saving them, or transferring them to human agents if necessary. The AI is incredibly adept at simulating live agent interactions, making it indispensable for our department's needs. Also, the integration with our knowledge center was key for AI effectiveness, allowing us to train and customize it to fit our specific needs. I'm impressed by the cost-effectiveness of Kustomer as a CRM solution, offering the features we were looking for without excessive costs. We are also utilizing Kustomer alongside Salesforce, with an eventual goal to fully transition to relying solely on Kustomer. Based on these features and benefits, I would be very likely to recommend Kustomer to others. Review collected by and hosted on G2.com.

I found setting up Kustomer was not as straightforward as I had anticipated. The process was more challenging, and we needed some one-on-one guidance to correctly set up our specific use cases. Building out workflows was another challenging aspect, where we struggled due to the necessity of relying on a developer. We would like it to be easier for non-developers to create these workflows. Also, the voice communications and IVR features need improvement, as the AI has a long wait time before responding, which requires tweaking for more immediate interaction. Additionally, during the initial phase, the customization and training of the AI required lots of testing and back-and-forth adjustments. The inability to upload all documents to the knowledge center directly, instead having to copy and paste them, was also an inconvenience. Review collected by and hosted on G2.com.

Kustomer excels at bringing together all customer interactions—across email, chat and phone into a single, comprehensive timeline. This gives agents full context about the concern, helping them deliver personalized and efficient support without jumping between tools. Review collected by and hosted on G2.com.

Customer's interface is complex and challenging to navigate, especially for those new to advanced CRM tools. This complexity can lead to a longer onboarding process and may require dedicated training resources. Review collected by and hosted on G2.com.

I like that it connects our systems internally with a fluency that is appreciated and streamline. It continuously delivers, I like it best without AI integration Review collected by and hosted on G2.com.

It has frequent crashing and network errors outside of Wifi speed that can make work difficult at times Review collected by and hosted on G2.com.

One of the strongest aspects of the Kustomer platform is its ability to provide a truly unified view of the customer. By consolidating all interactions—across email, chat, SMS, and social—into a single timeline, it allows our team to quickly understand the full context of a customer's history without toggling between systems. The platform’s powerful automation tools have also helped us streamline repetitive tasks freeing up our team to focus on higher-value interactions.

Kustomer has helped us deliver more personalized, efficient, and consistent support experiences. Review collected by and hosted on G2.com.

Customizing routing rules required more manual configuration than expected, and we ran into limitations. As a result, we occasionally saw inefficiencies in how work was distributed, leading to delays in response time or uneven workloads across the team. For a platform positioned as a modern, intelligent support solution, we had hoped for more robust and dynamic routing functionality out of the box.

We are new to the platform, so still working out the bugs. Review collected by and hosted on G2.com.

It’s easy to understand thanks to the friendly UI and integrates really well with new AI tools, which help you refine and create the best emails for customers. Also easy to read the performance of the employees. Review collected by and hosted on G2.com.

not having something that i don't like to be honest Review collected by and hosted on G2.com.

I love how Kustomer centralizes all the information and communications of our clients, which allows the agents' work to be more efficient by having all the channels integrated on the same screen. Features like Worklose, searches, and business rolls are extremely effective and easy to use, which allows for increased productivity. I also appreciate the ability to integrate with other applications, which expands functionality without increasing the workload. Review collected by and hosted on G2.com.

I would improve the UX UI so that the events can be used in a better way. Review collected by and hosted on G2.com.

what i like most about Kustomer is how it brings all customer interactions into one view , like emails or chat make it easier to understand the customer's history Review collected by and hosted on G2.com.

maybe the navigation is a bit hard to learn but after that it's easy Review collected by and hosted on G2.com.

I like how Kustomer is clearly and well-organized, which makes handling customer queries easier. The easy organization and clear directions really help streamline my processes. Review collected by and hosted on G2.com.

app crashes sometimes Review collected by and hosted on G2.com.

The customer view is so intuitive and it's easy to integrate with other platforms to see an all-in-one view. My agents like using it and it's made managing different queues incredibly hands off. Main win- their support is incredible! It's user-friendly, but if you can't figure it out, someone will help you. Review collected by and hosted on G2.com.

They're on AWS so sometimes the platform goes down in these cases and you're just fully locked out of the platform. There's some quirks to the platform (like all platforms) that make things a little finicky sometimes, but a lot of the quirks I used to have are already fixed! Review collected by and hosted on G2.com.