Kustomer Reviews & Product Details

What I appreciate most about Kustomer is how seamlessly it brings together customer conversations from every channel into a single, unified timeline. This makes it simple to follow a customer’s complete history, allowing for quicker and more precise responses to queries. The interface is straightforward, the search function is robust, and the shortcuts and macros really help streamline repetitive tasks. Integrations such as UJET also function smoothly, automatically importing customer details into the workspace, which boosts efficiency and cuts down on manual work. All in all, Kustomer makes daily customer support organized and easy to handle. Review collected by and hosted on G2.com.

One thing I find frustrating about Kustomer is that it can occasionally feel slow or laggy, particularly when loading lengthy customer timelines or when switching between several sessions. Some of the more advanced features are tucked away behind additional clicks, making them less accessible. Although the interface is clean, it can be somewhat unintuitive for newcomers. I’ve also noticed occasional synchronization delays with integrations, which can disrupt the workflow. Additionally, the reporting and analytics options could offer more flexibility and customization. While Kustomer is a robust tool overall, these performance and usability challenges can affect productivity, especially during busy periods. Review collected by and hosted on G2.com.

Kustomer’s greatest strength is its unified customer timeline, which consolidates every interaction across chat, email, and other channels into a single, chronological view. This provides agents with complete context, eliminating the need to switch between platforms and enabling faster, more accurate resolutions.

The platform stands out for its ease of use, seamless integration with existing systems, and smooth implementation process, which allowed our team to adopt it quickly with minimal disruption. Its customer support has been consistently responsive and solution-oriented, ensuring that any inquiries or technical needs are addressed promptly.

With its extensive feature set and high frequency of use, Kustomer has become an essential part of our daily operations—enhancing productivity, collaboration, and the overall customer experience. Review collected by and hosted on G2.com.

What I appreciate about Kustomer is that even areas that could be seen as challenges often present opportunities for growth. As the platform continues to evolve, enhancements in speed, deeper integrations, and expanded automation capabilities could make an already powerful tool even more exceptional. Review collected by and hosted on G2.com.

Kustomer is a very powerful and user-friendly tool. It offers flows that allow us to highly customize the customer experience and the routing to service advisors. It helps us a lot in managing traffic. I also want to highlight that their technical support is very fast when errors or difficulties arise, providing immediate attention, which we truly value. Review collected by and hosted on G2.com.

What I like the least is that, although Kustomer is very customizable and we can handle almost everything through flows or the available tools, when something cannot be achieved with the current features, the process to have new developments or custom implementations is a bit slow. Review collected by and hosted on G2.com.

I like how Kustomer gives us the ability to work through requests and messages faster. It centralizes everything into one place, which means we're able to look at things faster, find what we need quickly, and make messaging easier. Review collected by and hosted on G2.com.

I find the workflows in Kustomer to be a lot more technical than initially stated. We didn’t know we would need someone who knows how to read JSON and other technical things. Many things that you would think are simple actually take a lot more effort. The setup was pretty intensive, especially since we were integrating it rather than just replacing existing tools, which required much more work from the engineering side than expected. There are things that seem like they should be fairly simple but are not and are a bit harder than you would think. Review collected by and hosted on G2.com.

What I like best about Kustomer is its unified and intuitive customer support platform that brings together conversations across multiple channels into a single, streamlined view. This allows support teams to deliver faster, more personalized service without switching between tools. The platform’s timeline-based interface provides valuable context on customer interactions, enabling agents to respond more efficiently and empathetically. Additionally, its automation features, such as workflows and AI-powered suggestions, help boost productivity while maintaining a high-quality customer experience. Overall, Kustomer stands out for combining CRM functionality with robust support tools in a user-friendly package. Review collected by and hosted on G2.com.

While Kustomer offers a powerful and user-friendly platform, one area that could be improved is the reporting and analytics functionality. Although the system provides valuable insights, creating custom reports can sometimes be complex and less intuitive for non-technical users. Additionally, occasional system performance lags during high-volume periods can impact efficiency. That said, these are areas that could be refined further, and they do not outweigh the overall benefits of the platform. Review collected by and hosted on G2.com.

I like that Kustomer that you can put all customer interactions in one timeline. You can see messages from every channel together, and you can also add data from your own sources there.

What you will really like about Kustomer is its integration and automation power. With Workflows you can do almost anything you need. The APIs are also very flexible — you can bring your own data into Kustomer, and you can also take Kustomer data out without any problem.

The interface is easy for your agents to use, and you can segment your teams and transfer interactions between them in a way that feels really seamless for customers. Review collected by and hosted on G2.com.

The biggest weakness of Kustomer is reporting. The general reports are not flexible and I cannot adapt them to my needs. The custom reports also have several problems: they cannot be sorted or grouped in folders, they don’t allow me to cross information between customers, conversations, and messages, they are limited in the amount of data per report, and when shared as PDF they often show incomplete information. In the end, the only real solution is to export the data and build dashboards outside the application.

In addition, several times they have announced changes in their pricing models with very short notice, and that does not feel right. Review collected by and hosted on G2.com.

Kustomer’s biggest strengths is its single, continuous timeline for each customer when we are assisting them. Instead of juggling multiple tickets or systems, as an agents can see every interaction across email, chat, and phone interaction in one place. That makes it easy to provide fast, personalized support to each customer. Review collected by and hosted on G2.com.

We didn't find any thing that i don't likle abotu kustomer, the more I used the kustomer the more I find it useful every day when assisting customer. Review collected by and hosted on G2.com.

I really appreciate how intuitive and customizable Kustomer is. It makes managing customer interactions seamless by keeping all communication channels in one place, which improves both efficiency and response quality. The automation tools and robust reporting also help our team stay on top of performance and deliver a better customer experience." Review collected by and hosted on G2.com.

"While Kustomer is a powerful platform, it can sometimes feel a bit complex to navigate, especially for new team members. Certain features require a learning curve, and occasional performance lags can disrupt workflow. Improved onboarding resources and faster load times would make a big difference." Review collected by and hosted on G2.com.

Kustomer’s Technical Support team has been outstanding. Their email support is impressively quick, consistently responsive, and incredibly helpful. Whenever I reach out with a question or a technical issue, the team replies promptly with clear explanations, actionable steps, and a genuine willingness to help. They don’t just provide surface-level fixes- they take the time to understand the issue, offer detailed guidance, and ensure everything is fully resolved. The communication is friendly, professional, and easy to follow, which makes the entire experience smooth and stress-free.

Kustomer helps us streamline and simplify our customer support workflow. Before using Kustomer, our team struggled with tracking conversations across multiple channels, managing duplicate tickets, and keeping customer context organized. With Kustomer, everything lives in one unified timeline, so agents can instantly see a customer’s full history- past issues, recent messages, and any ongoing conversations. This helps to reduce confusion and helps us provide faster, more accurate responses to our customers. Review collected by and hosted on G2.com.

While Kustomer is a strong platform overall, there are a few areas that could be improved. The biggest challenge is the current limitations within reporting. Some key insights, like email open tracking, message delivery confirmation, or more granular performance metrics, aren’t available or require workarounds. This makes it harder to get a full picture of customer behavior or agent effectiveness, especially for teams that rely heavily on data to drive improvements.

More flexible, detailed, and customizable reporting options would make a significant difference. Additionally, certain automations and workflows feel limited or require extra configuration to achieve what should be simple logic. Expanding these capabilities and enhancing built-in reporting tools would greatly improve the experience for support teams.

It's nice that if a technical capability isn’t currently possible, Kustomer’s Technical Support team takes the time to listen and submit a feature request to the product team to explore adding it in a future iteration of the platform. Review collected by and hosted on G2.com.

I've been on the hunt for a customer service platform that can keep up with our dynamic needs, and Kustomer has proven to be an exceptional solution. Unlike other systems that feel clunky and fragmented, Kustomer's single-timeline view of the customer journey is a game changer. We can now see every interaction—from emails and chats to social media messages and purchase history—in one unified place. This holistic view has empowered our support team to resolve issues faster and provide a more personalized, empathetic experience. Review collected by and hosted on G2.com.

For my experience using Kustomer, I don't think that there is a thing that I don't like with this tool, it really helps me a lot and easier. Review collected by and hosted on G2.com.