What I like most about Kommo is the flexibility, adapting to various types of businesses. I also really like the ease of navigation.

UI / UX: The main opportunity for improvement in the user experience is the initial learning curve. Kommo offers a wide range of features and configuration possibilities, which is excellent in terms of flexibility, but it can also make the interface less intuitive for new users. For implementers, this means that initial training and guidance are important to help clients take full advantage of the platform. At the same time, I see clear progress in the new version 2 interface, which feels more organized and intuitive. I believe that continuing to simplify the user experience without reducing the depth of the platform's functionality would be a very positive direction. Integrations: One of Kommo's biggest strengths, in my experience, is how easy it is to integrate communication channels. The plug-and-play approach significantly reduces implementation complexity and makes it possible to centralize channels such as WhatsApp and Instagram within the CRM. This is especially valuable for implementers because it reduces technical friction and makes it easier to build a centralized sales operation. Performance: The main area I still see as an opportunity for improvement is WhatsApp stability in Brazil. In some operations, there are errors or instability when sending and receiving messages. Since WhatsApp is a critical communication channel for many Brazilian businesses, any disruption can directly impact the sales process and the customer experience. Pricing / ROI: Regarding pricing, I don't currently see a significant issue. In my experience, the features required for the implementations I work on are included in the plan, so I consider the balance between the available features and the investment to be appropriate. Support / Onboarding: The platform's ease of learning is a strong positive. Teams can be trained and new users can start working with the system without an excessively steep learning curve. As an area for improvement, I believe Kommo could strengthen its support structure specifically for the Brazilian market, especially considering the growing adoption of the platform in Brazil. AI / Intelligence: In terms of AI, I see the ability to easily connect and implement AI agents as a strong advantage. This creates an interesting opportunity to bring intelligence and automation into the sales process without making implementation excessively complex. For CRM implementers, this is particularly valuable because it makes it easier to evolve a client's operation from traditional automation toward more intelligent processes.

The native integration with WhatsApp is what we use the most on a daily basis — it centralizes all communication with clients in one place, without needing to switch between apps. Automations and bots also make a huge difference: we can create automatic follow-up flows that previously depended on manual reminders. Lead management has become much more visual and organized, which has brought clarity to the entire sales process. The biggest gain was organization: today we know exactly at what stage each lead is and what needs to happen to move forward.