![Kari A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kari A.") KA Kari A. Quality Manager Mid-Market (51-1000 emp.) 4/27/2026 "Great Timeline and UI, but the Knowledge Base and Analytics Need Major Improvements" 3.5/5 What do you like best about Kustomer? The timeline view is generally one of the best features for our support team. I like being able to see the customer's full interaction history in a chronological view, and it means our agents do not have to go in blind on repeat contacts, which is a benefit. The UI is also cleaner and more modern than a lot of CRM tools I have used. It does not feel cluttered. From an integrations standpoint, Kustomer connects decently with other platforms in our tech stack, which has helped us centralize data that previously lived in silos. The AI and automation features have been helpful and I am excited to see where these tools can take us when it comes to routing and tagging conversations in the future. Review collected by and hosted on G2.com. What do you dislike about Kustomer? The biggest pain point for my specific team by far is the knowledge base. For a platform that does so much so well on the customer-facing side, the knowledge base feels like an afterthought. IT's clunky to build out, difficult to maintain, and agents can never find the information they need - the search feature just does not work. This is a huge gap and one of the features that could drive us to look at alternatives if it doesn't see meaningful improvement. Analytics is the the other major sticking point. Besides being slow to generate data, the reporting suite is not robust enough for a team that needs to make data-driven decisions with confidence. The customization options are limited, but more critically, we have encountered data accuracy issues that make it hard to trust the information we are looking at. Review collected by and hosted on G2.com. What problems is Kustomer solving and how is that benefiting you? One of the problems Kustomer is solving for us is fragmented customer context. Before having a unified CRM, agents were piercing together a customer's information / history from multiple sources. From a workflow standpoint, having conversations, order data, and customer history centralized in one place has removed the amount of tab-switched and tool-juggling that agents have to do. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite See what 533 reviewers think of Kustomer 4.4 out of 5 ยท Verified reviews from real users [ Read all reviews ](https://www.g2.com/products/kustomer/reviews)