Kustomer Pricing, Features, Reviews & Comparison of Alternatives

Kustomer

Modern Customer Service Software For Customer-First Brands

4.57/5 (23 reviews)

Kustomer overview

What is Kustomer?

Kustomer is a modern customer support solution focused on providing fast, personalized customer service by empowering agents with all the information they need in one screen. Our platform is built around conversations, not tickets, so everything you need (customer data, order history, past conversations) is available in a single timeline view. Kustomer unifies communication across every channel (social, chat, email, SMS, voice) within the platform to avoid agent collision and customer frustration. Kustomer's powerful intelligent automation capabilities eliminate tedious manual tasks that saves you time and money.
www.kustomer.com

Pricing

Starting from
$99/month
Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States

Supported languages

English
Kustomer screenshot: Kustomer integrates conversations, transactions & company proprietary data in one platformWhat is Kustomer?Kustomer screenshot: Collaborate in real time on customer issuesKustomer screenshot: View customer history and respond using multiple channels like email, text, voice and chatKustomer screenshot: See all conversations with a customer across different channels including email, texts and moreKustomer screenshot: View customer orders or account informationKustomer screenshot: Set up intelligent reminders for follow-upsKustomer screenshot: Use chat to engage with customers

Kustomer reviews

Value for money
Features
Ease of use
Customer support
  4.5
  4.4
  4.7
  4.5
Meagan McKinnon

Very happy Kustomer! (HA get it?)

Used daily for 1-2 years
Reviewed 2018-08-01
Review Source: Capterra

when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate.

Pros
the concept can't be beat - aggregating multiple customer touchpoints into a timeline really gives you an immediate sense of that user. not only can you quickly glance at context clues (like purchases, NPS surveys, and support cases) but with the right integrations, you already know WHICH customer is calling as within a second of answering the call. this makes it easy for your agents to already dive into the issue and pitch solutions without having to ask for name, confirmation number, etc. all the basics are there too like user profile with easy edits, merging, moving, forwarding, notes, macros, etc. since we got in early we've seen a lot of exciting features and changes with kustomer over the last year. autopilot steers tickets right to your agents so they don't go cherry picking through searches. making new searches is crazy easy and you can set specific team-based or user-based permissions for them. @mentions available for internal notes on cases. there's an internal knowledge base they recently released which seems awesome, though we've yet to utilize it. CSM and customer support are pretty great too.

Cons
there's a lot they still aspire to - they're a young company who just secured another round of funding and with any luck they'll hire a lot of developers. we've been a somewhat demanding client but the truth is that you need robust reporting to understand your CX/CS teams and hold them accountable. they out-of-the-box reports that kustomer offers are "good" but leave a lot to be desired. you can export custom CSVs to find what you need but it's not always possible to find what you need at all, and only one person can export at a time per environment. additionally, while the concept of open API and full access for users to write scripts and worfklows for their environments is wonderful in theory, the documentation provided for workflows is weak. if you don't know javascript, you'll struggle to write your own workflows.

Response from Kustomer


Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Maija Ploof

Centralized Customer Interactions

Used daily for 6-12 months
Reviewed 2020-01-22
Review Source: Capterra

Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search.

Pros
I like that Kustomer creates a centralized database of customer communications. At a glance, I can see a full history of customer chats, emails and internal notes. I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication. Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible.

Cons
I least like that some of the icons for different functions look similar, so if I'm looking quickly, I sometimes select the wrong action. For example, the icon to edit customer details looks similar enough to the icon for reassigning a ticket to another team member (both include the outline of a person's head) so at least a few times a week I accidentally select one instead of the other.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Elmedina Buxhaku

Good experience, with options to improve

Used daily for less than 6 months
Reviewed 2018-01-18
Review Source: Capterra

Pros
- Helpful for the company - Raised the communication throughout the employees - A lot of issues were fixed by using it

Cons
- The included tags after some times or in some cases immediately disappear - The mention option will be good to be as a separate option - Sometimes the 'My open conversation' disappear from the system - My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Anonymous

Highly customizable customer support experiences

Used daily for 1-2 years
Reviewed 2020-05-10
Review Source: Capterra

I love it! I am experiencing Kustomer withdrawal now so thought I would hop on here to share my appreciation to this robust and helpful platform. I wish we hadn't transitioned away. I understand it had to do with costs.

Pros
What I liked best is how it adapted to our unique needs! The fact that we could see EVERY client interaction within their own timeline has saved me from making mistakes more times than I could count. You can also move tickets/emails between timelines, so it's easy to keep everything organized. When working on a team where more than a single agent works simultaneously in the same email box, Kustomer shows you exactly who is handling what, which is also a huge time saver. No more constant back and forth with your team to fiure out who is doing what! We recently transitioned away from this solution and I couldn't miss it more.

Cons
There's a bit of a learning curve when you are first setting it up and using it, but that's true with most of the similar softwares. Forwarding emails is also a bit counter-intuitive but I understand they have it in their radar to fix this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Jessie Bolin

smooth, efficient, what more could you ask for?

Used daily for less than 6 months
Reviewed 2019-07-17
Review Source: Capterra

I have had a great overall experience with Kustomer. It has helped us grow within our customer interactions and aid us with information to be of more assistance. I feel like this program is amazing for all contact center to utilize.

Pros
I like how this software merges all contacts with customers, all contact are within one pager per customer so you can see when they reach out, how many times and even incorporates our ratings for the interaction. We even have access to orders the customer has placed which has eliminated the need to have multiple tabs open. We have the ability to see ho much they have spent with us as well, it makes our job so much easier and gives us access to information more quickly. I also enjoy the different statuses that we can be in to let our managers know what we are doing and to track our efficiency.

Cons
I do not like how sometimes near then end of my shift this program shuts down, and causes me to have a delay in my work day and even interacting with customers. I also don't like the generic names it gives people contacting us prior to them identifying themselves. An example of theses are (purple compass, green broom, silver basket) basically a color and an object to identify customers.This program also opens a new tab to be available to customers with amazon connect, this forces us to have another tab open causing our screens to be cluttered. I do not like how free trials of expanding text programs fo not work within this, you have to pay for the ability to use the specific program I am referring to, so then we had to find a less efficient program to assist with expanding our text. Also a grammar program we used doesn't link up with this either.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Kustomer pricing

Starting from
$99/month
Pricing options
Subscription
View Pricing Plans

Enterprise: $99 per user/month (billed annually)
Ultimate: $169 per user/month (billed annually)

Kustomer features

API
Activity Tracking
Customizable Reporting
Reminders
Reporting & Statistics
Social Media Integration
Third Party Integration

Activity Dashboard (262 other apps)
Automatic Notifications (223 other apps)
Calendar Management (196 other apps)
Contact Database (146 other apps)
Contact Management (149 other apps)
Custom Fields (161 other apps)
Customer Database (185 other apps)
Customizable Branding (236 other apps)
Customizable Templates (198 other apps)
Data Import/Export (209 other apps)
Electronic Payments (159 other apps)
Email Integration (214 other apps)
Surveys & Feedback (167 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Kustomer

Key features of Kustomer

  • Customer engagement center
  • Automated routing
  • Reporting
  • Customer returns
  • Email management
  • Text management
  • Custom objects
  • Notes
  • Activity tracking
  • Automatic reminders
  • Collaborative workspace
  • Communication management
  • Custom workflows
  • Conversation history
  • CRM
  • Customer history
  • Data visualization
  • Event tracking
  • Help desk
  • Known issue management
  • Cross-channel communications
  • Returns management
  • Search functionality
  • Sentiment analysis
  • Service level agreements
  • SLA management
  • Third party integration
  • Live chat
  • Dynamic workflow
  • Reporting
  • Queue management
  • Customer complaint tracking
  • Task management
  • Collaboration tools
  • Follow-up scheduling
  • @mentions
  • Inbox management
  • Timeline management
  • Customer support tracking
View All Features

Benefits

View all customer data from internal and third-party systems in a single timeline view for more productive and efficient conversations.

Break down the communication silos of traditional multichannel solutions that fragment service experiences with Kustomer's comprehensive timeline, where agents always have the context to maintain a single threaded conversation.

The Kustomer workflow and business logic engines save you time and money by eliminating tedious manual tasks, automating platform actions, and ensuring agents have the info they need.

Intelligent queueing and routing provides a rules-based, omnichannel solution that goes beyond simple first-in, first-out or channel based routing for customer service organizations with multiple teams of agents handling large inbound volumes.

With all of your data in the Kustomer platform, your customer service team can streamline communication to deflect issues and delight customers.