Kustomer Features

Kustomer

Modern Customer Service Software For Customer-First Brands

4.58/5 (26 reviews)

Competitor Feature Comparison

@mentions
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Appointment Scheduling
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Contact Management
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Employee Management
Engagement Tracking
Event Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Reminders
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Returns Management
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Timeline Management
Transaction History
Transcripts/Chat History
Transfers/Routing
Trend Analysis
Video Support
Virtual Assistant
Visual Analytics
Voice Mail
Widgets
Workflow Configuration
Workflow Management
eCommerce Management
Learn moreCompare App
@mentions
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Appointment Scheduling
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Contact Management
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Employee Management
Engagement Tracking
Event Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Reminders
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Returns Management
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Timeline Management
Transaction History
Transcripts/Chat History
Transfers/Routing
Trend Analysis
Video Support
Virtual Assistant
Visual Analytics
Voice Mail
Widgets
Workflow Configuration
Workflow Management
eCommerce Management
Visit WebsiteCompare App
@mentions
API
Access Controls/Permissions
Account Management
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Appointment Scheduling
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Batch Communications
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Communication Management
Community Management
Computer Telephony Integration
Configurable Workflow
Contact Database
Contact Management
Content Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Employee Management
Engagement Tracking
Event Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Interaction Tracking
Interactive Content
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Online Forums
Outbound Call Center
Performance Management
Performance Metrics
Personalization
Predictive Analytics
Prioritization
Proactive Chat
Project Management
Quality Assurance
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Reminders
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Returns Management
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Text Analysis
Text Editing
Third Party Integrations
Timeline Management
Transaction History
Transcripts/Chat History
Transfers/Routing
Trend Analysis
Video Support
Virtual Assistant
Visual Analytics
Voice Mail
Widgets
Workflow Configuration
Workflow Management
eCommerce Management
Visit WebsiteCompare App

Kustomer Feature Reviews

22 reviewers had the following to say about Kustomer's features:

Maija P.

Centralized Customer Interactions

2020-01-22

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

Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible.

Cons

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rhett A.

Amazing CRM tool aggregating all communications around the customer

2018-01-10

Pros

Phone, email, SMS, FB messenger, email, all with great integrations!

Cons

Mobile version could be improved but I may be one of the few using it on the run.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Petar P.

Customer and Consumer Tracking

2019-06-06

As a user that depletes the reporting resources to the max i sometimes find it hard to finish a request with only one report, meaning i would need to create 2-3 reports to present the final result.

Pros

I like how seamless is the maneuvering between the consumer tasks and the customer tasks.

Cons

It lacks advanced filtering and grouping of reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Meagan M.

Very happy Kustomer! (HA get it?)

2018-08-01

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Kustomer


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

Read more
Aleksandar M.

Great CRM Software

2019-06-06

We use Kustomer as the main tool for tracking our workflow, and customer relations, as it has a great ticketing system.

Pros

There are lots of CRMs out there, but one of the things that separate Kustomer out of the bunch is its internal conversation system.

Cons

Also, Kustomer needs to improve on its reporting tools and options, it is very annoying having to enter the date every time you change something in the report.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Dave W.

Fast, and factual customer support!

2018-01-10

Pros

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.

Cons

The mobile client is really good, yet it needs to catchup with the desktop in terms of speed/usability.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Daisy B.

Very helpful platform

2018-01-11

Pros

Being able to generate different reports as well as combining different types of conversations such as emails, texts etc.

Cons

Experiencing some outages (such as delayed emails) but this issues seems to be happening less lately.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ashley S.

Kustomer

2020-09-09

I like the way it works with Ujet and easily pulls all the of customers information that I need!

Pros

You can also search to find a call from a specific customer.

Cons

One of the only things I don't like about the software is the small screens.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Services company, 51-200 employees)

Essential for any customer care/service team

2018-12-14

Pros

Having the timeline with everything in one place eliminates need to search to piece together a customer's history.

Cons

Not super intuitive for new users how it works. The search function is also not the best

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessie B.

smooth, efficient, what more could you ask for?

2019-07-17

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.

Cons

I also don't like the generic names it gives people contacting us prior to them identifying themselves.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sean K.

Kustomer with a K

2019-10-14

It is a good solution for your ticketing needs, overall it meets my needs

Pros

It offers a good solution if you are in search of a ticketing system, provides tracking and it can integrate with quite few products.

Cons

The layout can be confusing and sometimes I'm experiencing lag, but not other major issues worth mentioning

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jendayi S.

Easy to navigate - even easier to train new staff.

2019-07-11

Pros

The interface is super user-friendly, making it very easy to get a new employee familiar with the software quickly.

Cons

It has moments where it lags & it's tough to get real help from customer support.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
SIXTO Q.

Kustomer - Customer Service Solution

2021-08-10

Excellent.

Pros

I really like the user interface. It allows for all your team to collaborate and review your work and offer assistance.

Cons

I am finding really hard to manage the main dashboard when I am scrolling through my inbox.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Armend P.

Helps you to resolve work related tasks

2019-03-28

You can keep track of your employees and all the information with the partners and customers. Overall it's a great product.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospital & Health Care company, 1-10 employees)

Great system

2020-08-25

Kusomer is very easy to use and worthwhile for ticketing and member support purposes

Pros

It allowed for integration with calling systems and is a great way of keeping tickets in a well organized way.

Cons

It can be difficult to track sales using Kustomer because it is more of a member support platform. They have not built out a sales platform yet

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Allie A.

Improving our customer service!

2019-04-02

Kustomer has helped build stronger customer relations

Pros

Kustomer has given our team much needed insight on our partners, and makes it easy to review and communicate.

Cons

It is still easy to learn and manage.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Apparel & Fashion company, 201-500 employees)

Solid Software

2019-08-31

Pros

I like that Kustomer allows you to assign tickets, and make internal notes while also responding externally to customers.

Cons

I am a new user, so I sometimes find the interface to be a little confusing and hard to switch between views or find an old ticket.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rachelle S.

It's an awesome app! User friendly and easy to use.

2018-06-23

Pros

It's easy to navigate around, very comprehensive, user friendly, helps us a lot especially with the templates.

Cons

Sometimes it goes so slow especially when creating a new message and the new field doesn't pop- up right away.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Photography company, 51-200 employees)

Highly customizable customer support experiences

2020-05-10

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

You can also move tickets/emails between timelines, so it's easy to keep everything organized.

Cons

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Michelle N.

Ease of use

2019-03-13

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.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Seth P.

perfect to use for work

2019-04-02

Pros

it has everything you need in one place, easy communication great for workplace

Cons

none cons for now, everything works great

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mia M.

Amazing!!

2019-03-21

Overall, the whole experience is awesome and I would highly recommend it to anyone.

Pros

It has awesome features and I cannot even tell how easy it is to use.

Cons

Nothing, everything works great, I love it

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more