Create Customer Friendships with the next-generation solution to customer management. By unifying all relevant data, customer history, apps, and systems, Kustomer helps teams automate CX business logic. Kustomer provides agents with a full view of every customer’s purchases and interactions, enabling personalized service delivery.
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.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.
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.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.
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 :)
The business problems that we are solving are having streamlined conversations that are able to be found with a simple search, this saves us time and a headache! Being able to see our payment processing platform in a sidebar allows us to access information quicker, we can stay in the same program rather than opening up a new window then searching. Being able to select a status notifies your manager what exactly you are doing as far as work time. I love that Kustomer has brought efficiency to communicating with customers! This software allows all conversations with each individual customer to be in one place to make your job and life easier. Ease of searching for customers is there, the order history, you can click on the order and it links you to the website that contains our orders(Shopify). You can search by name, email, phone number. This has been a welcome transition from a different software and it has simply made everything much easier. You have the ability to select statuses to notify management what you are doing:break, lunch, emailing, available. This allows your time to be accounted for efficiently.
The business problems that we are solving are having streamlined conversations that are able to be found with a simple search, this saves us time and a headache! Being able to see our payment processing platform in a sidebar allows us to access information quicker, we can stay in the same program rather than opening up a new window then searching. Being able to select a status notifies your manager what exactly you are doing as far as work time. I love that Kustomer has brought efficiency to communicating with customers! This software allows all conversations with each individual customer to be in one place to make your job and life easier. Ease of searching for customers is there, the order history, you can click on the order and it links you to the website that contains our orders(Shopify). You can search by name, email, phone number. This has been a welcome transition from a different software and it has simply made everything much easier. You have the ability to select statuses to notify management what you are doing:break, lunch, emailing, available. This allows your time to be accounted for efficiently.
Pros I love that Kustomer has brought efficiency to communicating with customers! This software allows all conversations with each individual customer to be in one place to make your job and life easier. Ease of searching for customers is there, the order history, you can click on the order and it links you to the website that contains our orders(Shopify). You can search by name, email, phone number. This has been a welcome transition from a different software and it has simply made everything much easier. You have the ability to select statuses to notify management what you are doing:break, lunch, emailing, available. This allows your time to be accounted for efficiently.
Cons Implementation was super difficult however the difficulty was worth it, I really wish my company had the Kustomer team to explain how the program worked and we had at least one seminar with it. There is always a learning curve when adjusting to new software, this transition was worth it. In the beginning, we could not see when a customer was typing to us, and if they were available/online this has since changed.
Kustomer is one of the main tools of every company. You can keep track of your employees and all the information with the partners and customers. Overall it's a great product.Kustomer is a great tool and software that every company should have. Before Kustomer we were using different softwares and admin but after we started to work in Kustomer we realized how much efficient and easy Kustomer was. This software is part of our daily job where we communicate with our colleagues and solve different tickets and issues. Kustomer allows you to send sms and emails to your partners and customers and keep track of all information in one place.
Kustomer is one of the main tools of every company. You can keep track of your employees and all the information with the partners and customers. Overall it's a great product.Kustomer is a great tool and software that every company should have. Before Kustomer we were using different softwares and admin but after we started to work in Kustomer we realized how much efficient and easy Kustomer was. This software is part of our daily job where we communicate with our colleagues and solve different tickets and issues. Kustomer allows you to send sms and emails to your partners and customers and keep track of all information in one place.
Pros Kustomer is a great tool and software that every company should have. Before Kustomer we were using different softwares and admin but after we started to work in Kustomer we realized how much efficient and easy Kustomer was. This software is part of our daily job where we communicate with our colleagues and solve different tickets and issues. Kustomer allows you to send sms and emails to your partners and customers and keep track of all information in one place.
Cons So far everything seems to be working fine maybe Kustomer should improve the dropdowns a little bit but so far everything is good.
Kustomer brings together so much relevant information for us, in a single and quickly actionable workspace. We are presented with all of the data in one place, all interactions across SMS, Chat, Phone, Email and Shopify sales - allowing us to quickly understand the customer need, and respond. We give great pride in responding to customers quickly with accurate information - Kustomer enables this. Also, anytime we've had a question or needed help, Kustomer has been there for us, quickly, and with a smile!
Kustomer brings together so much relevant information for us, in a single and quickly actionable workspace. We are presented with all of the data in one place, all interactions across SMS, Chat, Phone, Email and Shopify sales - allowing us to quickly understand the customer need, and respond. We give great pride in responding to customers quickly with accurate information - Kustomer enables this. Also, anytime we've had a question or needed help, Kustomer has been there for us, quickly, and with a smile!
Pros Kustomer brings together so much relevant information for us, in a single and quickly actionable workspace. We are presented with all of the data in one place, all interactions across SMS, Chat, Phone, Email and Shopify sales - allowing us to quickly understand the customer need, and respond. We give great pride in responding to customers quickly with accurate information - Kustomer enables this. Also, anytime we've had a question or needed help, Kustomer has been there for us, quickly, and with a smile!
Cons The mobile client is really good, yet it needs to catchup with the desktop in terms of speed/usability.
So far it`s been amazing. Kustomer is literally an all round player giving me options to deal with tasks and resolve issues for my clients while also having the option to communicate with them in a subtle and professional way. We have multiple departments within the company i work for and assigning the task to the appropriate team/department is super easy. Can`t be happier with it.It literally answers any company`s needs by the level of customization available. It has a great ticketing system used for assigning tasks or tickets at each company level. The possibility of assigning tickets with different priorities is also one of the things that i love. It is a all in one tool for partner/client communication by text or email which is absolutely amazing.
So far it`s been amazing. Kustomer is literally an all round player giving me options to deal with tasks and resolve issues for my clients while also having the option to communicate with them in a subtle and professional way. We have multiple departments within the company i work for and assigning the task to the appropriate team/department is super easy. Can`t be happier with it.It literally answers any company`s needs by the level of customization available. It has a great ticketing system used for assigning tasks or tickets at each company level. The possibility of assigning tickets with different priorities is also one of the things that i love. It is a all in one tool for partner/client communication by text or email which is absolutely amazing.
Pros It literally answers any company`s needs by the level of customization available. It has a great ticketing system used for assigning tasks or tickets at each company level. The possibility of assigning tickets with different priorities is also one of the things that i love. It is a all in one tool for partner/client communication by text or email which is absolutely amazing.
Cons The bugs that appear from time to time. The small lags when working.
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