G2

Verified User in Hospital & Health Care

Small-Business (50 or fewer emp.)

9/12/2026

"Flexible CRM with Easy Channel Integrations and Fast AI Agent Setup"

5/5

What do you like best about Kommo?

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. Review collected by and hosted on G2.com.

What do you dislike about Kommo?

From a partner perspective, one of my main concerns is the evolution of the commercial model. As Kommo makes it easier for end customers to purchase and manage their subscriptions directly, partners have fewer opportunities to be involved in the commercial relationship around plans and users. Combined with the increase in pricing, this can make it more challenging for partners to package and position Kommo as part of a broader implementation and ongoing service.

From a product perspective, I think there is still room to improve some basic, highly requested workflow capabilities. One example is the ability to schedule WhatsApp messages, which is a very common requirement in real-world sales processes. Another is automatically moving a lead to another pipeline stage when a specific field is completed. This type of automation is fundamental for structuring a sales process, but having it available only on higher-tier plans can be frustrating. I believe some core workflow automations like this should be available across all plans, because their usefulness is not limited to larger companies or more advanced operations.

Overall, my criticism is less about the lack of advanced features and more about making essential day-to-day capabilities accessible and commercially sustainable for both partners and clients. Review collected by and hosted on G2.com.

What problems is Kommo solving and how is that benefiting you?

Kommo primarily solves the problem of having an unstructured and fragmented sales process. It helps turn a process that is often spread across WhatsApp, Instagram, spreadsheets, and other tools into a more centralized, organized, and trackable operation. This benefits me directly because I can better structure my own sales process while also using the platform to build more efficient and customized processes for my clients' businesses.

The biggest benefit for me is that Kommo is not just a place to store lead information; it helps structure the customer journey, define sales stages, track opportunities, and create automations that reduce manual work. As an implementer, this allows me to deliver more than just a CRM to my clients — I can help them build a more organized and scalable sales process. Review collected by and hosted on G2.com.