G2

Sangram Z.

Client Servicing Manager

Mid-Market (51-1000 emp.)

7/24/2026

"Dynamic Email Macros and CSAT Tracking That Fit Support Teams Perfectly"

4/5

What do you like best about Kustomer?

I like the way we can integrate Macros with the emails that are dynamic, also, we can track our CSAT score and performance. The use of Co-Pilot is an add-on. So I think it has many features that perfectly suit customer support-related work. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

I dislike the user interface and the user experience they have; it's very clumsy and a lot of things in one window, so they should make it more user-friendly. I think the prices are also bit high for the service provided, while the competitors are providing in a bit cheaper rates. Also the support articles or FAQ's are difficult to add so there should be an easy streamline process for that. Performance-wise I would say okayish, but still not disappointed, so good to go. Review collected by and hosted on G2.com.

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

At first, we faced some issues with one-touch solutions as Macros were not that dynamic, and we were unable to edit them all the time. Kustomer gives us that liberty to do that. So I like it. Also, we are able to see the mood of the customer so we know what they have reviewed us before so we can alter our response accordingly, as a lot of mails are integrated by one sender uder one roof, it gives us the idea how the customer will react, giving us the advantage for providing more customised response. Review collected by and hosted on G2.com.