What is Kustomer?
Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today鈥檚 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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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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.
82 Likeliness to Recommend
1
Since last award
100 Plan to Renew
75 Satisfaction of Cost Relative to Value
2
Since last award
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.
+86 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?
Pros
- Trustworthy
- Friendly Negotiation
- Client's Interest First
- Transparent
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Agent Scripting
Mobile Customer Care
Agent Collaboration
Customer Self Service Capabilities
Customer Service Workflow Management
Contact Center Integration
Intelligent Search
Multi Channel Support
Analytics and Reporting
Customer Service Knowledge Management
Customer Community Management
Vendor Capability Ratings
Ease of Implementation
Ease of Customization
Business Value Created
Quality of Features
Usability and Intuitiveness
Ease of IT Administration
Ease of Data Integration
Breadth of Features
Availability and Quality of Training
Vendor Support
Product Strategy and Rate of Improvement
Kustomer Reviews
Shivani R.
- Role: C-Level
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2022
Kustomer is the best
Likeliness to Recommend
What differentiates Kustomer from other similar products?
Accessing inbuilt macros(E-mails) is very easy with Kustomer app.
What is your favorite aspect of this product?
Suggestion, prompting of email shortcuts is one of it's best features. It saves time and also be efficient.
What do you dislike most about this product?
Even for a slight idle time, user will be auto logged out from the platform. Everything is good otherwise.
What recommendations would you give to someone considering this product?
Training the users in proper navigation of the platform will help users a lot. I will recommend this to others.
Pros
- Reliable
- Unique Features
- Efficient Service
- Respectful
Zach B.
- Role: Operations
- Industry: Food and Beverage
- Involvement: Business Leader or Manager
Submitted Feb 2022
Loved how easy it was to chat direct with clients
Likeliness to Recommend
What differentiates Kustomer from other similar products?
I think Kustomer uniquely makes it quite easy to interact with our clients, especially by using SMS
What is your favorite aspect of this product?
Loved how SMS-forward Kustomer is
What do you dislike most about this product?
Wished it was easier to customize our layout and create more workflows
What recommendations would you give to someone considering this product?
If you want to be able to text directly with your clients, Kustomer works great
Pros
- Performance Enhancing
- Inspires Innovation
- Respectful
- Helps Innovate
Rohith G.
- Role: Consultant
- Industry: Other
- Involvement: End User of Application
Submitted Feb 2022
Kustomer is best for Customer Service
Likeliness to Recommend
What differentiates Kustomer from other similar products?
Kustomer"s easy and unique User interface. Customization option is the best features in Kustomer.
What is your favorite aspect of this product?
I love the easy User interface of Kustomer. A new bee to this software can understand the product easily and faster.
What do you dislike most about this product?
The only thing I dislike about Kustomer is we face sever errors sometimes which cause loss of productivity.
What recommendations would you give to someone considering this product?
It is a to go software for Customer service and for using as a communication platform. There are in-built macros which saves user"s time. Valuable me for it is available. I will strongly recommend this product.
Pros
- Reliable
- Enables Productivity
- Respectful
- Continually Improving Product
