Kustomer reviews

Kustomer is a great omnichannel CRM!

Opmerkingen: I love that Kustomer is so sleek and well-designed. It isn't clunky, or hard to use. It's really streamlined. The reporting is A+, it's very in-depth for not just the customers but also your team. It works really well in tracking team performance and productivity, as well.

Pluspunten:

I love the VERY in-depth reporting! No other HelpDesk or CRM has such thorough reporting. Having full visibility of the customer insights, help with retention and growth!

Minpunten:

It's on the expensive side. They only take on companies that can purchase 8+ seats, so it's not suitable for smaller businesses.

Effective, easy to use, and user-friendly!

Opmerkingen: I've been using Kustomer for more than 2 years, and I have to say that it's been a fantastic experience. The platform is incredibly user-friendly, and I very much appreciate all the shortcuts that are integrated into the platform as it makes my job much much easier. The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively.

Pluspunten:

One of the features I really appreciate about Kusomer is the ability to snooze conversations. This feature allows me to keep important conversations in my inbox so I can reply promptly to my customers. Additionally, I find the option to undo a sent email very useful. It's great to have the ability to correct any mistakes I may have made before the recipient reads the email.

Minpunten:

What I have found in my year using Kustomer is that when accidentally deleting the case ID, it is not possible to retrieve it for tracking purposes. Furthermore, the system may experience slower performance during chat sessions, leading to delays in response times.

costumer experience at Kustomer

Opmerkingen: all my experience was really good and i found out many other

Pluspunten:

many people experience with bad costumer , im happy finally kustomer take care of it

Minpunten:

at the begining this was kind of dificult to use it

Great Tool for Customer Service and Help Desk

Opmerkingen: Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features.

Pluspunten:

I used it for customer service and help desk. I considered this tool after some analysis of big brands available in market. I would say the result were good and it helped us improving our help desk requirement. Conversation system is easy too.

Minpunten:

Took some time to learn everything about this tool. My colleagues faced difficulty at initial stage but they grasped it after some time. Report export is slow.

Kustomer is top notch!

Opmerkingen: It's very user friendly, all under one page!

Pluspunten:

It's so easy to use. Everything is right there under one profile. If multiple profiles need to be linked together that is simple as well.

Minpunten:

sometimes you have a hard time prioritizing email addresses and phone numbers

Great platform for consolidating communication channels

Opmerkingen: We are happy with our move to Kustomer as a platform to consolidate all of our communications into a single interface. We can now manage customer communication across our standard service channel as well as social media channels, all from a single area.

Pluspunten:

Single pane of glass for our agents to serve customers. We can provide a comprehensive history of the user for all support-related requests out of the box, and are able to integrate with our other platforms to show additional items such as order history.

Minpunten:

As is typical some features were oversold and did require additional time and energy to implement. Differentiating the incoming email channels was a pain point.

Kustomer is very helpful as it is linked to our tools

Pluspunten:

We always use Kustomer as it is really helpful for us agents as it is our way to leave internal notes for every interactions which can be seen as well by the next agent who will assist the customer. Also, Kustomer tool is linked to one of our main tools and so it is easy for us to locate the accounts of our guests. Kustomer has a lot of features where in we can see our previous chats, listen to previous calls, or check the emails sent to the customers which can help us provide a good customer support experience.

Minpunten:

I think one of the things that I dislike about using Kustomer is that sometimes whenever we are being rated by our customers for a 5 star rating through UJET, it does not reflect or generate into a smiley and so our total score does not increase.

Great tool, but could use some improvements

Opmerkingen: Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen.

Pluspunten:

I love Kustomer's tag management, snooze statuses, and the ability to move and merge tickets. It is definitely one of the more robust customer support tools with lots of great features.

Minpunten:

- Glitchy at times, like their redaction feature stopped working as it should and chats were coming in after the set business hours - Shortcuts are hard to search. You search by the shortcut name, but would be great if you could do filtered searches or search by the body of the shortcut - It's hard to also download shortcut data - Unlike Zendesk or Gmail, you have to navigate to the customer's profile before starting an outbound contact

Great software and integrations

Pluspunten:

It is an easy platform to deal with customer's requests, and you can integrate different channels, such as email and Social Media, all in one platform.

Minpunten:

Nothing bad to mention. Great software and integrations.

Good Tool for Customer Interaction

Opmerkingen: Great tool for customer interaction and easy to use.

Pluspunten:

Good customer service, helps to manage tools and helpful in managing customer interaction.

Minpunten:

Sometimes the responses are delayed and error is occurred.

Intuitive, Easily Customizable, Kustomer has been a great solution for our company.

Pluspunten:

With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone.

Minpunten:

Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through.

Kustomer Feedback

Pluspunten:

I love how the calls are being recorded in Kustomer to allow us to open one tool in terms of reviewing our agent's customer interaction. This saves our time and space in a call center set up. Unlike other accounts where they have different tools in reviewing the interaction and getting the calls of their agent, Kustomer has it all!

Minpunten:

There are times that Kustomer Raw Data will not reflect the UJET Rated surveys and this gives us some challenges in locating it. But over all, this is a great tool!

My amazing experience using Kustomer.

Opmerkingen: Kustomer is just amazing. I use this platform daily for communicating processes and notifying decisions to our customers and agents.

Pluspunten:

I love that Kustomer is really amazing when communicating with customers and also is awesome when you need to have communication with your co-workers in the company. I recommend Kustomer to everyone.

Minpunten:

I don't have any negative to say about it.

Kustomer Usage

Pluspunten:

The thing that I really like about Kustomer is the way it saves documentation per case and being able to fully utilize its feature regarding about categories in the cases.

Minpunten:

The only thing that I really hate about the Kustomer is the font sizes. The font sizes are not pleasing to the eyes.

Kustomer review

Opmerkingen: Over all experience is good, since you can easy access and manage the Kustomer application

Pluspunten:

You can know if you have ticket since there is a notification.

Minpunten:

Sometime there is an error with the survey by customer

Centralized Customer Interactions

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Fast, and factual customer support!

Pluspunten:

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!

Minpunten:

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

Great CRM Software

Opmerkingen: We use Kustomer as the main tool for tracking our workflow, and customer relations, as it has a great ticketing system. As a company with lots of teams, it helps us a lot with our day to day work.

Pluspunten:

There are lots of CRMs out there, but one of the things that separate Kustomer out of the bunch is its internal conversation system. It helps us connecting business to the customer as well as employee to employee with its powerful ticketing system. The communications with the customers are integrated and tracking of the product and workflow is so easy.

Minpunten:

It has a steep learning curve, at first glance, it is very confusing to the new employees. 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.

A must for Call Centers!

Opmerkingen: All-in-one suite for handling everyday interactions from our customers. Simple, easy to use, and fast interface.

Pluspunten:

Kustomer is quick, easy to use, and gets the job done! I like that it's web based app that provides all-in-one suite for handling customers' e-mails, chats, as well as calls.

Minpunten:

Sometimes there are outages that destabilizes Kustomer's performance, but they work on resolving them very quickly.

Kustomer with a K

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

Pluspunten:

I'm using Kustomer at my current job for 2+ years now and I can't complain. It offers a good solution if you are in search of a ticketing system, provides tracking and it can integrate with quite few products. It's fairly easy to learn for new users and offers good support service.

Minpunten:

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

Improving our customer service!

Opmerkingen: Kustomer has helped build stronger customer relations

Pluspunten:

Kustomer has given our team much needed insight on our partners, and makes it easy to review and communicate. It has helped increase capacity, and increase resolutions!

Minpunten:

The software took a little time to learn personally, but this is normal with any new software! It is still easy to learn and manage.

Compact product. Highly recommended.

Pluspunten:

How organised it is. And how organised keeps the workflow. Amazing asset for big companies.

Minpunten:

At times, dropdown categories tend to get confusing.

A good platform for customer interaction

Pluspunten:

Kustomer is intuitive to use. I love how many options I have when it comes to snoozing conversations. That way they will reappear exactly when you need them. I also like that there is in in-built dark theme and you don't have to waste time looking for Google extensions.

Minpunten:

While the admin can insert predetermined macros (template messages), it is impossible for you to add personal ones and it is inconvenient to constantly have to get them elsewhere. If the ticket has had too many previous conversations,the interface gets too clustered and confusing.

Kustomer is great for work

Opmerkingen: Its great for the business im in, i can keep tabs of what is going on with every specific shop

Pluspunten:

Its great to keep everything organized and send tickets to the correct teams

Minpunten:

It logs out itself after a little while of not being active

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

Pluspunten:

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

Minpunten:

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