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Kustomer description
Kustomer is a customer service platform designed for businesses with high support volumes. It aims to improve customer experience by combining multiple communication channels like live chat and social media into one platform. Kustomer uses automation and AI to handle simple tasks, answer common questions, and direct inquiries to the right team. This aims to resolve issues faster and free up human agents. Kustomer is designed to be a central hub for all customer information, helping businesses streamline their support processes.
What companies are using Kustomer?
Who is Kustomer best for
Kustomer is a robust customer service platform ideal for businesses handling a large volume of support requests. It centralizes communication channels, automating simple tasks and routing inquiries effectively. Users appreciate the easy-to-use interface and comprehensive customer profiles. However, some have reported issues with performance metrics and occasional latency. Kustomer is best for businesses prioritizing streamlined support and efficient agent performance.
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Best for small to enterprise businesses with high support volumes.
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Ideal for industries like Healthcare, Finance, E-commerce, Retail, and more.
Kustomer features
| Supported Kustomer integrates with email, social media, chat, SMS, and phone. |
| Supported Kustomer offers robust reporting and analytics tools, customizable to various needs. |
| Supported Kustomer supports automated routing based on agent skills and task type. |
| Supported Kustomer creates 360-degree customer profiles using real-time and historical data, including interactions. |
| Supported Kustomer offers customizable reporting tools for data-driven decisions. |
| Supported Kustomer supports agent performance reports, including custom metrics. |
| Supported Kustomer offers AI-powered chatbots for automated conversations and instant responses. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Kustomer reviews
We've summarised 486 Kustomer reviews (Kustomer TrustPilot reviews, Kustomer Capterra reviews and Kustomer G2 reviews) and summarised the main points below.
- Easy-to-use interface, frequently praised for its user-friendliness
- Helpful "Notes" feature for internal communication and documentation
- Integration with other tools, facilitating access to customer information
- Comprehensive view of customer interaction history across different channels
- Inaccurate “Your Performance” page metrics
- Customer satisfaction ratings from UJET sometimes do not appear in Kustomer
- Some customer surveys vanish or are not reflected in real time
- Occasional latency issues, potentially due to high user volume
Kustomer pricing
The commentary is based on 15 reviews from Kustomer Capterra reviews and Kustomer G2 reviews.
Kustomer's pricing is generally considered high, especially for small businesses or those with limited budgets. However, many users feel the robust features and value justify the cost, citing it as a worthwhile investment that provides "more than we are paying for." Some users also expressed frustration with pricing changes and a lack of transparency.
Users sentiment
Kustomer alternatives
IntercomBetter for smaller businesses focused on conversational marketing and sales. Has more momentum in terms of website traffic growth. A Kustomer alternative or competitor for those prioritizing strong self-service features.Read more
Zendesk Support SuiteBetter suited for businesses across broader industries, including manufacturing. Has more website traffic momentum as a Kustomer competitor. More users dislike pricing and support responsiveness.Read more
FreshdeskGrows faster and better for small businesses. A more robust mobile app and more user-friendly analytics are desirable. A Kustomer alternative or competitor.Read more
HubSpot Service HubBetter for scaling customer service operations. A stronger Kustomer alternative for businesses focused on growth and customer retention.Read more
eDeskMore focused on ecommerce and online retail. Grows faster than Kustomer but has declining employee growth. Rated slightly lower than Kustomer. Users report issues with high subscription costs and occasional bugs.Read more
Kustomer FAQ
What is Kustomer and what does Kustomer do?
Kustomer is a customer service platform that streamlines support by combining multiple communication channels into one platform. It uses AI and automation to handle simple tasks and provides a central hub for all customer information, improving efficiency and customer experience. It's ideal for businesses with high support volumes.
How does Kustomer integrate with other tools?
Kustomer integrates with various channels, including email, social media, chat, SMS, and phone. This multi-channel integration, combined with AI-powered chatbots, allows businesses to streamline their customer service operations and provide efficient support.
What the main competitors of Kustomer?
Kustomer competes with other customer service platforms like HubSpot Service Hub, Salesforce Service Cloud, Front, and S1 Gateway. These alternatives offer similar features, including omnichannel communication, automation, and analytics, catering to businesses seeking streamlined customer support solutions.
Is Kustomer legit?
Kustomer is a legitimate customer service platform. It's known for its user-friendly interface and helpful features like the "Notes" function and integrations with other tools. While some users have reported issues with inaccurate metrics and occasional latency, it generally receives positive reviews for its comprehensive customer interaction history and multi-channel integration.
How much does Kustomer cost?
I couldn't find pricing details for Kustomer. For the most current pricing information, it's best to contact Kustomer directly or visit their website. This will ensure you get the most accurate and up-to-date product pricing details.
Is Kustomer customer service good?
Kustomer's customer service receives positive feedback. Users appreciate the helpful support team and their responsiveness to questions and issues. The team is praised for going "above and beyond," readily available, and eager to assist.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.