Wat is Kustomer?

Kustomer is het omnichannel SaaS CRM-platform dat de klantenservice van ondernemingen opnieuw vormgeeft om opvallende ervaringen te bieden. Kustomer is gebouwd met intelligente automatisering en kan worden geschaald om te voldoen aan de behoeften van elk contactcenter en bedrijf door gegevens uit meerdere bronnen te verenigen en bedrijven in staat te stellen moeiteloze, consistente en persoonlijke service en ondersteuning te leveren via één tijdlijnweergave. Kustomer is het kernplatform van enkele van de toonaangevende klantenservicemerken, zoals Ring, Glovo en Glossier.

Wie gebruikt Kustomer?

Middelgrote bedrijven en ondernemingen. Detailhandel/e-tail, marktplaatsen, abonnementsbedrijven, gezondheidszorg, financiën, professionele diensten, software/technologie, groothandelaars, logistiek en transportdiensten.

Waar kan Kustomer worden geïmplementeerd?

Cloud, SaaS, Web

Over de leverancier

  • Kustomer
  • Opgericht in 2015
  • Telefonische ondersteuning
  • Chatten

Beschikbaar in deze landen

Verenigde Staten

Talen

Engels

Over de leverancier

  • Kustomer
  • Opgericht in 2015
  • Telefonische ondersteuning
  • Chatten

Beschikbaar in deze landen

Verenigde Staten

Talen

Engels

Video's en afbeeldingen van Kustomer

Kustomer Software - 1
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Kustomer Software - 5
Nog 6 andere bekijken
Kustomer-video
Kustomer Software - 1
Kustomer Software - 2
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Kustomer Software - 5

Vergelijk de kosten van Kustomer met soortgelijke producten

Kustomer

US$ 89,00/maand
Gratis versie
Gratis proef
US$ 19,00/maand
Gratis versie
Gratis proef
US$ 15,00/maand
Gratis versie
Gratis proef
US$ 18,00/maand
Gratis versie
Gratis proef

Functies van Kustomer

  • Aanpasbare branding
  • Aanpasbare formulieren
  • Aanpasbare sjablonen
  • Afsprakenbeheer
  • Beheer van Service Level Agreements (SLA's)
  • Beheer van enquêtes/peilingen
  • Beheer van klantervaringen
  • Beheer van negatieve feedback
  • Beheer van supporttickets
  • CRM
  • Callcenterbeheer
  • Chatten/messaging
  • Communicatie via meerdere kanalen
  • Communicatiebeheer
  • Dashboard
  • E-mailbeheer
  • Engagement tracking
  • Enquêtes en feedback
  • Feedbackbeheer
  • Geautomatiseerde routing
  • Gegevensverzameling via meerdere kanalen
  • Gegevensvisualisatie
  • Integraties van derden
  • Interactie bijhouden
  • Kennisbankbeheer
  • Klantendatabase
  • Klantensegmenten
  • Klantgeschiedenis
  • Live chatten
  • Macro's/reacties via sjablonen
  • Prestatiemeetwaarden
  • Rapportage en analyse
  • Rapportage en statistieken
  • Samenwerkingstools
  • Sentimentanalyse
  • Sjabloonbeheer
  • Sms-berichten
  • Tekstanalyse
  • Ticketbeheer
  • Trendanalyse
  • Virtuele assistent
  • Visuele analyse
  • Waarschuwingen / Escalatie
  • Waarschuwingen/Meldingen
  • Wachtrijbeheer
  • Workflowbeheer
  • Workflowconfiguratie
  • Zelfserviceportal

Alternatieven voor Kustomer

Geweldige klantenservice begint met betere helpdesksoftware. Win meer klanten door uitstekende klantenservice te bieden met LiveAgent. Meer informatie over LiveAgent
Ticket Management, Customer Success, Customer Experience, Knowledge Base, NPS, CSAT, CES, Customer portal, Mobile apps, CRM data Sync
C2 ATOM is a powerful online IT service management software, fully customizable to your operational performance enhancement needs.
Helpdesksoftware gebouwd voor business-to-business klantenondersteuning. Verlaag de kosten en verbeter tegelijkertijd klanttevredenheid.
Zoho CRM biedt organisaties een complete oplossing voor de hele levenscyclus van klantenrelatiebeheer. Meer informatie over Zoho CRM
BeInContact is an enterprise, 100% Cloud, Contact Center Software Omnichannel platform.
Met Service Cloud bied je snelle en productieve service via de telefoon, e-mail, webchat of social media. Meer informatie over Salesforce Service Cloud
Hoogwaardige oplossing ontworpen voor effectieve samenwerking, communicatie, sociale netwerken en workflow- en kennisbeheer. Meer informatie over Bitrix24
INSIDE van Powerfront is omnichannel klantenservice software die online naadloos een persoonlijke beleving reproduceert.
Configureer een clouddatabase naar zakelijke oplossingen zonder te hoeven programmeren. Bouw prototypes of grote bedrijfstoepassingen.
An omnichannel CRM life sciences platform built on Microsoft Cloud for healthcare.
Helpshift is het toonaangevende automatiseringsplatform voor klantenservice.
Het platform biedt ondernemingen kosteneffectieve conversationele AI-oplossingen via chat, e-mail en spraak om de interactie met klanten te transformeren. Meer informatie over Enterprise Bot

Reviews over Kustomer

Gemiddelde score

In totaal
4,5
Gebruiksgemak
4,5
Klantenservice
4,5
Functies
4,4
Waar voor je geld
4,4

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Reviews zoeken op score

5
53%
4
41%
3
6%
Meagan M.
Meagan M.
Head Of Customer Experience in VS
Geverifieerde LinkedIn-gebruiker
Internet, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Very happy Kustomer! (HA get it?)

5 4 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Reactie Kustomer

4 jaar geleden

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

Geverifieerde reviewer
CTO in VS
Geverifieerde LinkedIn-gebruiker
Financiële dienstverlening, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Overwogen alternatieven:

Highly Configurable Customer Chat Tool

4 8 maanden geleden

Opmerkingen: Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to
issues that we have with the tool. Their SDKs leave a bit to be desired though.

Pluspunten:

Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools.

Minpunten:

The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point.

Mariam K.
Mariam K.
Partner vertical lead in Georgië
Geverifieerde LinkedIn-gebruiker
Consumentendiensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Chats, Emails and data - together

3 4 maanden geleden

Opmerkingen: Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good.

Pluspunten:

I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms.

Minpunten:

I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it).

Geverifieerde reviewer
Supervisor in Georgië
Geverifieerde LinkedIn-gebruiker
Consumentendiensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great tool for customer service

4 4 maanden geleden

Opmerkingen: Overall I'm pretty satisfied with kustomer, offers a lot of useful tools and reports, it's good indeed but could be even better.

Pluspunten:

Best part is that the software is easy to get used to. It works great for emails, and live chat, with the ability to have different channels. The supervising tools are awesome as well, you can keep an eye on everything or just use filters to have visibility on something specific. The conversation system is great as well, being able to easily look at previous interactions with the customer helps a lot to understand the whole story.

Minpunten:

The downtimes, are quite impactful and sometimes takes a long time to fix it. Another downside is that it's not that good for social media, lacks some key features like gifs. Also if the conversation grows a lot the loading times get a bit longer as well, not too much but definitely noticeable.

Emily H.
Communication Operations Manager in VS
Vrije tijd, reizen en toerisme, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overwogen alternatieven:

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

5 6 maanden geleden

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.