Kustomer Customer Reviews 2024

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Kustomer

Composite Score

7.5 /10

CX Score

7.9 /10

23 Reviews Write a Review

What is Kustomer?

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.

Company Details

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Kustomer Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kustomer.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+93 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Kustomer?

4% Negative

0% Neutral

96% Positive

Pros

Performance Enhancing
Trustworthy
Respectful
Fair

Feature Ratings

Average 77

Agent Scripting

Multi Channel Support

Contact Center Integration

Agent Collaboration

Customer Self Service Capabilities

Customer Service Workflow Management

Mobile Customer Care

Intelligent Search

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Vendor Capability Ratings

Average 77

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Customization

Business Value Created

Ease of IT Administration

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Availability and Quality of Training

Kustomer Reviews

Vanessa P.

Role: Finance
Industry: Banking
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2022

Plataforma Compleja

Likeliness to Recommend

8 /10

What differentiates Kustomer from other similar products?

La integración con un sin fin de aplicativos o proveedores

What is your favorite aspect of this product?

Integración de varias conversaciones

What do you dislike most about this product?

No sirve de tiquetera y la parametrización de los módulos.

What recommendations would you give to someone considering this product?

Si tienes colaboradores cuya habilidades en el manejo de aplicativos no es muy amplia se generará un mayor tiempo de adaptación al manejo de esta

Pros

Reliable
Trustworthy
Respectful
Client Friendly Policies

Georgia O.

Role: Operations
Industry: Entertainment
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2022

A useful product. Was great for working as a team.

Likeliness to Recommend

7 /10

What differentiates Kustomer from other similar products?

Kustomer was great for working on incoming messages as a team. It allowed for great visibility & was easy to use.

What is your favorite aspect of this product?

Being able to easily assign comms & answer questions within each chat.

What do you dislike most about this product?

Was a bit difficult to learn at first.

What recommendations would you give to someone considering this product?

Spend time getting to know it & play around before properly using it.

Pros

Enables Productivity
Reliable
Performance Enhancing
Unique Features

Meghan l.

Role: Industry Specific Role
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2022

Kustomer Review.

Likeliness to Recommend

9 /10

What differentiates Kustomer from other similar products?

Good customer service. Easy to use. Saves on time. Very reliable.

What is your favorite aspect of this product?

Good customer service. Clean interface. Saves on time.

What do you dislike most about this product?

No dislike.

What recommendations would you give to someone considering this product?

Yes I would tell others to use this product.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

How We Deliver

Kustomer

What is Kustomer?

Company Details

Need Assistance?

Kustomer Ratings

85 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+93 Net Emotional Footprint

How much do users love Kustomer?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Customer Community Management Creation and management of branded and focussed user communities.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Kustomer Reviews

Vanessa P.

Plataforma Compleja

Likeliness to Recommend

Pros

Georgia O.

A useful product. Was great for working as a team.

Likeliness to Recommend

Pros

Meghan l.

Kustomer Review.

Likeliness to Recommend

Pros

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Feature Ratings

Agent Scripting

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Customer Self Service Capabilities

Customer Service Workflow Management

Mobile Customer Care

Intelligent Search

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Vendor Capability Ratings

Quality of Features

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Ease of Customization

Business Value Created

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Ease of Data Integration

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