What Is Kustomer?

Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Powered by AI, Kustomer scales to meet the needs of contact centers and businesses, enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has raised over $174M in venture funding.

Who Uses Kustomer?

Mid-market and Enterprise. Retail/etail, Marketplaces, Subscription companies, Healthcare, Financial, Professional services, Software/tech, Wholesalers, Logistics and transportation services.

Where can Kustomer be deployed?

Cloud, SaaS, Web-based

About the vendor

  • Kustomer
  • Founded in 2015
  • Phone Support
  • Chat

Countries available

United States

Languages

English

About the vendor

  • Kustomer
  • Founded in 2015
  • Phone Support
  • Chat

Countries available

United States

Languages

English

Kustomer videos and images

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Features of Kustomer

  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Dashboard
  • Data Visualization
  • Email Management
  • Engagement Tracking
  • Feedback Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Performance Metrics
  • Queue Management
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Template Management
  • Text Analysis
  • Third Party Integrations
  • Ticket Management
  • Trend Analysis
  • Virtual Assistant
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management

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Reviews of Kustomer

Average score

Overall
4,5 (35)
Ease of Use
4,5 (35)
Customer Service
4,6 (35)
Features
4,4 (35)
Value for Money
4,3 (35)

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Find reviews by score

5
57%
4
37%
3
6%
Jisselle B.
Jisselle B.
Director of Customer Success in Trinidad & Tobago
Verified LinkedIn User
Food & Beverages, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Kustomer is a great omnichannel CRM!

5,0 last month New

Comments: I love that Kustomer is so sleek and well-designed. It isn't clunky, or hard to use. It's really streamlined. The reporting is A+, it's very in-depth for not just the customers but also your team. It works really well in tracking team performance and productivity, as well.

Pros:

I love the VERY in-depth reporting! No other HelpDesk or CRM has such thorough reporting. Having full visibility of the customer insights, help with retention and growth!

Cons:

It's on the expensive side. They only take on companies that can purchase 8+ seats, so it's not suitable for smaller businesses.

Verified Reviewer
CTO in US
Verified LinkedIn User
Financial Services, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Highly Configurable Customer Chat Tool

4,0 9 months ago

Comments: Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to
issues that we have with the tool. Their SDKs leave a bit to be desired though.

Pros:

Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools.

Cons:

The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point.

Mariam K.
Mariam K.
Partner vertical lead in Georgia
Verified LinkedIn User
Consumer Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Chats, Emails and data - together

3,0 5 months ago

Comments: Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good.

Pros:

I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms.

Cons:

I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it).

Luis C.
People Experience Assistant. in Dominican Republic
Telecommunications, 1 001-5 000 Employees
Used the Software for: 6-12 months
Reviewer Source

Kustomer Review.

5,0 5 days ago New

Comments: I would give it a 7 because the website freezes very often. Overall, the website is nice, easy to respond to messages.

Pros:

The interface is nice to look at, the night view is very nice if you spent more than 3 hours answering emails. Features like AHT are very accurate. The yellow Notes are excellent to communicate with other teammates.

Cons:

The website stops working very often and you cannot receive or send emails or any other way of communication that you're using to reach out to customers.

Emily H.
Communication Operations Manager in US
Leisure, Travel & Tourism, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Intuitive, Easily Customizable, Kustomer has been a great solution for our company.

5,0 7 months ago

Pros:

With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone.

Cons:

Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through.