Kustomer Software Reviews

“Excellent software and integrations

Pros

It's really an easy platform to handle customer requests and it allows integration of multiple channels, like email and social media, all in one place.

Cons

I don't have anything bad to mention. It's great software with good integrations.

“Fantastic platform for centralizing communication channels

Pros

It offers a single interface for our agents to manage customer service. We can view a complete history of user interactions for support-related requests right away and it integrates well with other platforms, like showing order history.

Cons

Like usual, some features were a bit oversold and needed extra time and effort to implement. Differentiating the incoming email channels was a bit of a challenge.

“Efficient, simple to use

Pros

One feature I really like about Kustomer is the ability to snooze conversations. It helps me keep important conversations in my inbox so I can respond quickly. I also find the option to undo a sent email very helpful. It's great to correct any mistakes before the recipient sees the email.

Cons

From my experience using Kustomer for a year, I've found that if you accidentally delete the case ID, it's impossible to retrieve it for tracking. Also during chat sessions, the system can slow down, causing delays in response times.

“Amszing software, but could use some updates

Pros

I love Kustomer's tag management, snooze statuses and the ability to move and merge tickets. It's one of the most comprehensive customer support tools with many useful features.

Cons

It can be glitchy at times, such as when the redaction feature stops working properly or when chats come in after business hours. Shortcuts are hard to search for too. You can only search by the shortcut name and it would be better if there were options for filtered searches or searching by the body of the shortcut. Additionally, downloading shortcut data can be difficult. Unlike Zendesk or Gmail, you have to go to the customer's profile before initiating outbound contact.

“Highly useful as it integrates with our tools

Pros

We always rely on Kustomer since it's very helpful for agents. It's a way for us to leave internal notes for every interaction, which the next agent can see when assisting the customer. Kustomer is connected to one of our main tools so it's easy to access our guests' accounts. It also lets us review past chats, listen to previous calls and check emails sent to customers, which helps us deliver better support.

Cons

One thing I dislike about Kustomer is that sometimes when we receive a 5 star rating from our customers through UJET, it doesn't reflect or generate as a smiley so our overall score doesn't increase.

“Essential tool for resolving customer issues

Pros

Real-time notifications on Kustomer are definitely one of the best features for us.

Cons

Some of the surveys on tickets didn't show up in real time. In the worst cases, the surveys completely vanished.

“Our go-to ticketing solution

Pros

We use Kustomer for managing tickets from emails and calls. It's valuable because we log every interaction to help customers more efficiently. This makes it easy to track and review each customer's history with us. The system is organized by date, reducing confusion and it's really userfriendly!

Cons

I have had some issues with the application, particularly when merging tickets. Sometimes when we get a new call, it reroutes even if we're still engaged with another ticket. This causes confusion, and sometimes we merge the wrong ticket. It's also inconvenient to split tickets on this app.

“Best for organizing databases and connecting with customers

Pros

It's a multi-purpose tool, and I feel like we're getting more than we're paying for.

Cons

I can't think of anything I dislike about this software.

“Kustomer service that you can really count on

Pros

It provides all the data we need especially when assisting callers. All the information is included, making it detailed and very helpful in pulling up callers' details so we can assist them efficiently every day.

Cons

I haven't had any issues with this tool so far.

“This software prioritizes our customer care

Pros

I like that Kustomer supports multiple communication channels, allowing businesses to connect with customers across different platforms such as email, chat, social media and more. This creates a seamless and consistent experience for customers.

Cons

There's nothing negative to say about it. It works perfectly for outsourcing companies.

“I had an amazing experience with kustomer

Pros

Kustomer is amazing for communicating with customers, and it's also great for internal communication with coworkers. I highly recommend Kustomer to everyone.

Cons

I don't have any complaints about it.

“Decent software

Pros

You'll know if you have a ticket since there's a notification alert.

Cons

Sometimes there is an error with customer surveys.

“It really provides better work management

Pros

I love that Kustomer records calls allowing us to use just one tool to review our agents' customer interactions. This saves time and space in a call center setup. Unlike other accounts where separate tools are used to review agent interactions, Kustomer has everything in one place!

Cons

Occasionally, Kustomer's raw data doesn't reflect the UJET rated surveys, which makes it harder to locate them. But overall it's a great tool!

“All your conversations in one easy-to-manage place

Pros

This tool gives you a complete timeline of all customer interactions, whether they are chats, emails, or SMS. It helps you fully understand the issue at hand and provide appropriate support. And all queries are shown in one panel, eliminating duplicates. It offers a centralized location for managing customer conversations and supports integrations with other tools and platforms like messaging apps and Shopify.

Cons

The pricing might be a bit high. If a company has a limited budget, this app might not be the best option. However, if you need a tool to organize and keep track of your conversations at all times I'd definitely recommend considering Kustomer.

“I had a wonderful experience using kustomer

Pros

What I really like about Kustomer is how it saves documentation for each case and allows you to fully utilize its features especially for categorizing cases.

Cons

The only thing I really dislike about it is the font sizes. They're not very pleasant to look at.