# Kustomer Reviews **Vendor:** Kustomer **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 555 ## About Kustomer Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into one seamless workspace, teams deliver service that delights, retains, and drives growth. With Kustomer, support becomes faster, smarter, and more personal. ## Kustomer Pros & Cons **What users like:** - Users find Kustomer incredibly **easy to use** , with intuitive interfaces and centralized customer information enhancing overall experience. (56 reviews) - Users value the **intuitive interface** of Kustomer, which centralizes customer information for easy access and communication. (42 reviews) - Users appreciate the **centralized customer information** and find Kustomer invaluable for enhancing customer service operations. (37 reviews) - Users value the **efficiency** of Kustomer for seamless integrations and streamlined management of patient information. (30 reviews) - Users value Kustomer for its **efficient automation features** , streamlining tasks and enhancing overall productivity in customer service. (20 reviews) - Users praise Kustomer's **responsive customer support** , enhancing service efficiency and providing a personalized experience. (20 reviews) - Time-saving (20 reviews) - Intuitive (19 reviews) - User Interface (19 reviews) - Users appreciate the **high customization** of Kustomer, enhancing the customer experience and streamlining agent workflows. (18 reviews) **What users dislike:** - Users experience **slow performance** with Kustomer, causing workflow interruptions and frustrating delays in ticket handling. (21 reviews) - Users experience frustrating **slow loading times** with Kustomer, hindering fast resolution and affecting overall productivity. (17 reviews) - Users find the **learning curve steep** and navigation complex, making onboarding a longer and challenging process. (16 reviews) - Users find Kustomer's **complexity** challenging, leading to longer onboarding and difficulties navigating its advanced features. (14 reviews) - Users find Kustomer's interface **not intuitive** , leading to challenges in navigation and a steep learning curve for newcomers. (13 reviews) - Users note **poor reporting** features in Kustomer, with limited depth and complexity in creating custom reports. (13 reviews) - Steep Learning Curve (13 reviews) - Complex Usability (12 reviews) - Users experience **poor performance** with Kustomer, facing challenges with navigation, training needs, and occasional lags. (12 reviews) - UX Issues (10 reviews) ## Kustomer Reviews ### 1. Great Custom Reporting, But Queue Routing Needs Clarity **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2025 **What do you like best about Kustomer?** I appreciate the custom reporting features and how easy it is for me to build reports based on various attributes. **What do you dislike about Kustomer?** The queue routing rules remain unclear to me. When I set different queue priorities as the primary logic, the secondary logic—which is supposed to route tickets from oldest to newest—sometimes fails to work as expected, particularly when a ticket has gone through several rounds of back-and-forth messages. **What problems is Kustomer solving and how is that benefiting you?** I use custom queues and teams organize skills based routing, live chat, and CES Reporting are all current functionalities I am using with Kustomer. ### 2. Kustomer Makes Things Possible and Helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Angel Clarise B. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Kustomer?** Kustomer automatically put the information of the caller. **What do you dislike about Kustomer?** None so far. Kustomer is one of our main tools when assisting callers. **What problems is Kustomer solving and how is that benefiting you?** It helps us putting all of the notation needed to be put in a certain call. ### 3. How Kustomer make customer service life easy. **Rating:** 5.0/5.0 stars **Reviewed by:** Mark Robert J. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2024 **What do you like best about Kustomer?** I like how Kustomer super userr friendly and we can easily organize tickets. **What do you dislike about Kustomer?** Nothing. everything is already so smooth and perfect. **What problems is Kustomer solving and how is that benefiting you?** This benefits me that we can easily investigate related tickets with the same customer that allow us to resolve there concern fast. ### 4. Excellent Client Interaction Tracking with Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Marimar T. | Customer Service Representatives, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2025 **What do you like best about Kustomer?** Kustomer keeps record or transaction with the client whenevre you are receiving a contact **What do you dislike about Kustomer?** Nothing, Kustomer give a good record for every interaction **What problems is Kustomer solving and how is that benefiting you?** Kustomer resolves issue whe it comes to communication with the clients ### 5. Kustomer is a great way to pull data but it could be better **Rating:** 4.0/5.0 stars **Reviewed by:** Yahel R. | QA Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2025 **What do you like best about Kustomer?** What I like is its capacity to export data as csv **What do you dislike about Kustomer?** It doesn't export the Call Time Duration, just the time in which the agent was wrapping up **What problems is Kustomer solving and how is that benefiting you?** Data extraction, basically I export the data and then I can work on the evaluations in sheets which is easy for my coworkers ### 6. Highest level of flexibility for a CRM **Rating:** 4.5/5.0 stars **Reviewed by:** Paolo S. | Head of Product Management, Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2025 **What do you like best about Kustomer?** It's possible to personalize everything in an easy way **What do you dislike about Kustomer?** I'd like to optimize also some UI aspects. Moreover I'd like to have more integrations. And I'd like to have AI agents integrated within the workflows **What problems is Kustomer solving and how is that benefiting you?** Supporting our users with a platform that we can easily customize ### 7. User Friendly!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Kustomer?** Kustomer is easy to understand and train with. **What do you dislike about Kustomer?** I do not have any feedback at this time. **What problems is Kustomer solving and how is that benefiting you?** Kustomer makes it easy to reach a large amount of customers with one click. I am able to stay organized and focused whilst working on conversations. ### 8. Super Interactive and Beginner-Friendly Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Shelsa Nayeli T. | Customer Service Representative Tier 1, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Kustomer?** Kustomer is very interactive and easy to use **What do you dislike about Kustomer?** None, it's very easy to use and beginner friendly **What problems is Kustomer solving and how is that benefiting you?** Kustomer is helping me in creating tickets and interact with my customers ### 9. It reduces the amount of effort **Rating:** 4.0/5.0 stars **Reviewed by:** Michael Joshua C. | Customer Support, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2025 **What do you like best about Kustomer?** It can able to send some emails to other related with our work. **What do you dislike about Kustomer?** It takes time to load and some other features are quite confusing. **What problems is Kustomer solving and how is that benefiting you?** We can able to send some emails related with our work to our customers. ### 10. Super flexible and easy to configure **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** July 12, 2025 **What do you like best about Kustomer?** I like that it is very mouldable to our internal processes. It's easy to integrate with other platforms via webhooks and it gives us the flexibility to automate communications with our customers. It also puts the day to day of our agents first, creating focus via queues and routes. It's very easy to create an holistic view of everything that happen with a user, allowing our agents to focus on what really matters to us: our customers. The onboarding process has been amazing, we've felt really chaperoned by our integration manager, with regular calls and constant async communication to answer all our doubts. The only time I've contacted support it was an amazing experience as well. The AI bot was able to help through some things but it automatically noticed that it was stuck and a human agent picked up and helped troubleshoot and solve the rest of the problems in no time. **What do you dislike about Kustomer?** The UI for things like email templates and workflows can be a bit convoluted. **What problems is Kustomer solving and how is that benefiting you?** It gives us clarity over the entire lifetime of each customer, which allows us to provide a better support experience to our customers. ### 11. The most flexible crm platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2025 **What do you like best about Kustomer?** What I appreciate most about Kustomer is its unmatched flexibility, particularly the ability to develop custom React components (Insight Cards) directly within the platform. While Kustomer does a great job covering standard CRM functionalities—especially when it comes to automating workflows—it's the extensibility via custom code that really sets it apart. This feature has empowered us to build tailored tools and data interfaces that deeply integrate with our internal systems and workflows. These tools provide our agents with rich contextual insights and real-time decision support, leading to tangible improvements in efficiency and customer satisfaction. Most CRMs force you to work within the boundaries of their UI, but Kustomer gives you the canvas to shape your support experience however you need. That’s a game-changer. **What do you dislike about Kustomer?** While the core CRM is flexible, the Knowledge Base (KB) functionality falls short in that same spirit. Yes, it's helpful that we can write the knowledge base using JavaScript, but the experience is limited by the lack of a true developer-oriented workflow. The web-based IDE provided by Kustomer lacks basic version control features, which makes it difficult to track changes, collaborate efficiently, or revert granular updates. Although we can create and revert entire themes, there’s no fine-grained change history or diffing functionality—critical features for any modern development environment. It would be ideal if we could connect a GitHub repository to manage our KB content and themes. That would allow our team to collaborate via pull requests, track changes line-by-line, and deploy with confidence, ultimately raising the bar for documentation quality and maintainability. **What problems is Kustomer solving and how is that benefiting you?** Kustomer is helping us overcome several operational and efficiency challenges, especially around fragmented customer data, rigid tooling, and workflow scalability. One of the biggest problems it solves is unifying customer context. With Kustomer’s timeline view, all relevant interactions, events, and order data are displayed in one place. This eliminates the need for agents to jump between multiple systems or tools to piece together a customer’s history. Having this level of visibility directly in the conversation view enables faster, more informed support with a personal touch. Another key benefit is the platform’s flexibility. We’ve been able to create custom React-based Insight Cards that integrate seamlessly into the UI, allowing us to pull in real-time data or trigger internal tools that previously required manual engineering involvement or external dashboards. This has drastically improved agent autonomy and reduced back-and-forth between teams. Kustomer also helps us streamline operations through powerful automation. The workflow builder has enabled us to reduce repetitive tasks and enforce consistent support policies automatically, which helps our team scale without compromising quality. Overall, Kustomer makes our support operation more efficient, more connected, and more customizable than any platform we’ve used before. ### 12. Once learned, Kustomer is easy to work with and navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2025 **What do you like best about Kustomer?** Easy to use, organized sections on the interface itself **What do you dislike about Kustomer?** Sometimes ticket threads/accounts can become hard to find as there are multiple. So just navigating the "business" of it **What problems is Kustomer solving and how is that benefiting you?** Kustomer helps streamline customer communication by bringing all interactions into a single, unified timeline, which makes it much easier to follow the full context of each case. It saves time switching between systems, reduces the chances of missing key details, and allows me to respond more personally and efficiently ### 13. Kustomer: All-in-one solution for customer excellence **Rating:** 4.5/5.0 stars **Reviewed by:** LJ P. | Subject Matter Expert, Enterprise (> 1000 emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Kustomer?** I can easily navigate my tickets and when I am searching for tickets to backtrack my interactions or if I need to check with other tickets, I can easily do it. **What do you dislike about Kustomer?** That the surveys can't be checked to see what went wrong **What problems is Kustomer solving and how is that benefiting you?** It helps me navigate easily and I can easily backtrack me previous tickets ### 14. Usufful and fast **Rating:** 5.0/5.0 stars **Reviewed by:** Ludmylla G. | Operational assistant, Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2025 **What do you like best about Kustomer?** Its to easy to conected all the teammattes **What do you dislike about Kustomer?** At this moment, and use since 2022 i don't have any bad experiencies with him **What problems is Kustomer solving and how is that benefiting you?** Increse my b2b with my teamattes and the other users at company ### 15. Straight forward, easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Amber K. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2025 **What do you like best about Kustomer?** Easily organize tickets. Great dashboard. **What do you dislike about Kustomer?** I don't have any dislikes of Kustomer! It works well for what I need it for! **What problems is Kustomer solving and how is that benefiting you?** We use Kustomer for our customer support requests. It's a great way to manage a large amount of tickets. ### 16. Kustomer Efficiency **Rating:** 3.0/5.0 stars **Reviewed by:** Marjorie D. | Social Media Moderator, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2024 **What do you like best about Kustomer?** Kustomer helps us manage our efficiency and productivity in work as we can keep up on the number of tickets we handle when there's a need to carry on our metrics. **What do you dislike about Kustomer?** Nothing, I don't dislike anything about Kustomer. **What problems is Kustomer solving and how is that benefiting you?** The problems that Kustomer is solving and how it's benefiting me is that it's a very important / vital part in our daily work as it is the tool where all the tickets we do during our shift comes in. Additionally, it is benificial in a sense that it allows us to help our users in the same way they also help us to get paid for our work. It also allows us to triage and escalate tickets to different departments / teams depending on their needs. Haven't got the chance to contact support yet as I haven't encountered any issues for the past 9 mnths I've been using this tool in our company. Lastly, the user interface (UI) is intuitive / has user-friendly setup which makes the experience when utilizing it always smooth and seamless that basically makes it designed with usability in mind. ### 17. Love the hands on approach **Rating:** 5.0/5.0 stars **Reviewed by:** Izzy . | Client relations manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Kustomer?** China has been incredibly helpful in guiding me through reporting and showing me how to best utilize Kustomer. While she’s still learning herself, she consistently shares creative ideas and examples of formats used by other clients. Her patience and understanding stand out,she always takes the time to ensure I’m fully aligned before each conversation ends. She’s definitely my go to person! **What do you dislike about Kustomer?** The reporting is still being updated and improved, but I don’t have any concerns or dislikes at this time. **What problems is Kustomer solving and how is that benefiting you?** Understanding reporting and workflows ### 18. Effeciency of Kustomer **Rating:** 4.0/5.0 stars **Reviewed by:** Ma Rosalie B. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2025 **What do you like best about Kustomer?** Kustomer helps improve work efficiency by centralizing customer interactions in one platform, making it easy to manage conversations, track issues, and streamline support tasks. **What do you dislike about Kustomer?** What I dislike about Kustomer is that when trying to add a tag, it sometimes drags and selects a different tag unintentionally, which can be frustrating and slow down the workflow. **What problems is Kustomer solving and how is that benefiting you?** Kustomer helps me quickly find host and guest details accurately, saving time and improving response quality. It also offers built-in macros that make sending emails faster and more consistent, enhancing overall efficiency. ### 19. Kustomer Makes My Job Easier **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sporting Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2025 **What do you like best about Kustomer?** I love how seamlessly Kustomer integrates into every part of my workflow from Shopify for processing refunds, to ShipStation, Trustpilot, phone calls, and even WhatsApp. It brings everything together in one place, which makes my job much smoother. **What do you dislike about Kustomer?** Custom searches had a steep learning curve for me at first, which was frustrating. However, the Kustomer team was incredibly helpful and they walked me through everything and answered all my questions. Now, custom searches are an essential part of my workflow. **What problems is Kustomer solving and how is that benefiting you?** The solved the image upload issue we had back in 2020 and now I cans end a reveive images easier. ### 20. Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** kim michelle s. | CSR, Outsourcing/Offshoring, Enterprise (> 1000 emp.) **Reviewed Date:** August 27, 2025 **What do you like best about Kustomer?** It is easy to access and it is easy to follow **What do you dislike about Kustomer?** the loading on the app should be improve **What problems is Kustomer solving and how is that benefiting you?** every problem that can be access ### 21. Fantastic Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Niema F. | Guest Services Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2025 **What do you like best about Kustomer?** Kustomer is very helpful with keeping track of guest, information and the platform is easy to use. **What do you dislike about Kustomer?** The only downside to Kustomer is the layout. I feel like it looks unfinished. It also at times will timeout when I make updates to guest contact info. **What problems is Kustomer solving and how is that benefiting you?** The newest Kustomer reps are great and very helpful.I am able to create my own reporting thanks to China and Justin! ### 22. Kustomer Makes Issue Resolution Effortless **Rating:** 5.0/5.0 stars **Reviewed by:** Mary Grace L. | Call center agent, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Kustomer?** Kustomer helps us to resolve issues smoothly.One of most important tools to utilize resources. **What do you dislike about Kustomer?** Nothing because makes our task easier in a timely manner. **What problems is Kustomer solving and how is that benefiting you?** Resolving multiplr concerns about our Hosts and guests interaction, ### 23. We love Kustomer! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2025 **What do you like best about Kustomer?** The Kustomer team is solution-oriented, positive, and communicative. I love working with our CSM and the Support team. **What do you dislike about Kustomer?** Our team moves quickly! Sometimes it can be difficult to get things resolved urgently or get all your questions answered. **What problems is Kustomer solving and how is that benefiting you?** Multi-channel support options, chat assistant, data analytics, custom reporting ### 24. I enjoy using Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Danilo C. | Customer Service Representative, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2025 **What do you like best about Kustomer?** What I like best about Kustomer is how it unifies all customer interactions in one place, making it easier to provide fast and personalized support. The automation features also help save time by handling repetitive tasks efficiently. **What do you dislike about Kustomer?** One downside of Kustomer is that the interface can sometimes feel a bit complex or overwhelming, especially for new users. Additionally, some advanced features could be more intuitive to set up. **What problems is Kustomer solving and how is that benefiting you?** Kustomer solves the problem of fragmented customer communication by unifying all channels into a single timeline. This helps me respond faster and with full context, leading to more personalized and efficient support. It also automates repetitive tasks, freeing up time to focus on more complex customer needs. ### 25. My Kustomer experience **Rating:** 4.5/5.0 stars **Reviewed by:** Angel David S. | Customer Service Quality Data Analyst • Costumer Service, Enterprise (> 1000 emp.) **Reviewed Date:** July 18, 2025 **What do you like best about Kustomer?** the way oh how the history chat is saved **What do you dislike about Kustomer?** We can not have a lot of open windows and we can´t go back to previews chats. **What problems is Kustomer solving and how is that benefiting you?** The customer expericience is better using Kustomer ### 26. The most user friendly and intelligent system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2025 **What do you like best about Kustomer?** Visually it is incredibly simple and interactive, it is also incredibly easy to learn to use and serves sales as a function beautifully allowing the best possible ways of keeping on top and in touch with clients. **What do you dislike about Kustomer?** If a team does not get assigned or a queue, things can get lost for very long period of time **What problems is Kustomer solving and how is that benefiting you?** Keeps all things in one place and the snooze function allows reminders on elected days ### 27. Always Super Helpful! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2025 **What do you like best about Kustomer?** I like the fact Kustomer is highly customizable. We're able to adapt workflows and automation rules to our specific needs. This flexibility is incredibly valuable to our evolving businesses. The analytics and reporting provided is also a great plus! **What do you dislike about Kustomer?** One key enhancement I'd love to see in Kustomer is the ability to import data from Google Sheets or CSV files to facilitate bulk task creation. While not a dislike, the current process for generating multiple similar tasks can be time-consuming. **What problems is Kustomer solving and how is that benefiting you?** Kustomer's AI-powered summaries effortlessly distill long customer conversations, streamlining our support process and saving us time. ### 28. Crystal Clear Answers Enhance the Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about Kustomer?** The clarity in all the answers that you gave. **What do you dislike about Kustomer?** Maybe the time the user spend on the queue. **What problems is Kustomer solving and how is that benefiting you?** It's basically helping us to manage all our customer inquiries. ### 29. Best In Class Tech Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Kustomer?** Tech Support, they always take me to school on capabilities I was not aware of! **What do you dislike about Kustomer?** CSM support and partnership has been very challenging. **What problems is Kustomer solving and how is that benefiting you?** Custom attributes are great! They provide the tailored insights I need to share cross-functionally. ### 30. Great tool but interface is a bit oldish **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2025 **What do you like best about Kustomer?** Ability to centralise chats in both part **What do you dislike about Kustomer?** The interface and the loading speed, it seems quite outdated compared to other tools **What problems is Kustomer solving and how is that benefiting you?** It allows us a live chat, with both a review and a live chat, and the use of snippets to make conversations more efficient ### 31. Seamless Implementation and Exceptional Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Kustomer?** Our Implementation Manager was fantastic—super proactive, organized, and really went above and beyond to make sure we were set up right. The onboarding process was smooth and easy to follow, and the Kustomer platform has been pretty intuitive for our team to pick up. **What do you dislike about Kustomer?** So far, nothing major stands out. Had one hiccup that required follow-up, but the support team addressed it quickly. **What problems is Kustomer solving and how is that benefiting you?** Omnichannel ### 32. Kustomer is the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Kustomer?** amazing service helpful for my company's needs and responsive support! **What do you dislike about Kustomer?** sometimes a lil bit glitchy and hard to integrate with other apps **What problems is Kustomer solving and how is that benefiting you?** organizing all of our work ### 33. Kustomer is very helpful as it is linked to our tools. **Rating:** 4.5/5.0 stars **Reviewed by:** Jannice Gwen A. | Subject Matter Expert, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2024 **What do you like best about Kustomer?** 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. **What do you dislike about Kustomer?** 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. **What problems is Kustomer solving and how is that benefiting you?** 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. ### 34. Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** John Renan R. | Team Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2024 **What do you like best about Kustomer?** As a team leader in our organization, Kustomer is very easy to navigate and it's overall functionality is trully amazing. We use it on a daily basis since it's integrated to our other tools. **What do you dislike about Kustomer?** The only thing I can think of would be there is latency issue sometimes perhaps due to high volume of users, but overall its a total game changer tools. **What problems is Kustomer solving and how is that benefiting you?** Kustomer function as our account documentation tool, it's ability to auto populate customer information lessen the time of manually searching for our customer account. On top of that, it has reporting ability that shows customer survey results that help us identify call driver that requires intervention due to low ratings from our customer. ### 35. Superb customer relations software with excellent webhook and integration compatibility **Rating:** 5.0/5.0 stars **Reviewed by:** Frank S. | Data Analyst, Data Protection Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Kustomer?** Its ability to organize our customer interactions and guide our initiatives through customized conversation tailoring **What do you dislike about Kustomer?** Occasionally, it is difficult to get information out of Kustomer and into other systems. **What problems is Kustomer solving and how is that benefiting you?** Logging customer interactions and classifying support experiences for later analysis ### 36. User friendly and helpful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Joanne O. | Customer Service Representative, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2024 **What do you like best about Kustomer?** It is very user-friendly and easy to navigate; you can easily change the status and check how long you have been using it. **What do you dislike about Kustomer?** I hope they can add more features for the satisfaction score on the dashboard page, where we can easily click the recent score and be directed to the guest or host profile who left the survey. **What problems is Kustomer solving and how is that benefiting you?** I can handle my task easily since they have a lot of features on the tab page where we can be directed to our internal tool at work. Also, it is very user-friendly and easy to navigate when I am looking for something since there is a search bar. ### 37. Kustomer for Customers **Rating:** 5.0/5.0 stars **Reviewed by:** Deseree S. | Customer Service Representatvive, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2024 **What do you like best about Kustomer?** What I like best about Kustomer is the easy navigation of every conversation ticket, the side panel tools, plus the capabilty to use pre-made email macros for quick messaging to customers. Also, I like the real time customer satisfaction survey response. You can also easily view all your worked on tickets and your dashboard is upadted real time as well. **What do you dislike about Kustomer?** What I dislike about Kustomer is sometimes, whenever we make out bound call, there were no ticket or conversation being created for the footprints of that outbound call. And the seldom lag that we are experiencing. **What problems is Kustomer solving and how is that benefiting you?** The problem that Kustomer solve is the ease of communication between the customers and the customer support supporting a particular company. It benefits me as a user and the customer support in many ways than one, such as easy communication, viewing of files sent by the customers for evidence depending on the issue. And me as support, I can easily back track every ticket that was assigned to me. ### 38. Great Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Nelson Jr. A. | Customer Service Advocate, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2024 **What do you like best about Kustomer?** What I like and most helpful is that it's easy to use. It's interface is an integrated with UJET the one I previously gave the commendation. I sually use of Kustomer and it really a big impact in day to day of performing my responsibilities and I have a great experience of using it. **What do you dislike about Kustomer?** What I sometimes noticed and least helpful is that when I got the customer satisfaction survey, then it sometimes missing. This will also caused of addtional job when trying to retrieve the survey. However, overall it's really great! **What problems is Kustomer solving and how is that benefiting you?** I thought when I first use Kustomer then I got confused and sometimes made mistake when sending email and leaving notes . I was accidentally send my notes through email to my customer instead of just saving it for internal documentation. However, when Kustomer updated, I was easily identify through the color of interface if I'm writing an email for my customers then the interface will turned to color white or leaving notes for documentation then turned to color yellow. This helps me alot and minimized an error and even prevent make a mistake. Thank you! ### 39. Kustomer is an excellent investment. They grow with you! **Rating:** 5.0/5.0 stars **Reviewed by:** Venessa P. | Office Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2024 **What do you like best about Kustomer?** Kustomer is customizable and the most user friendly option we have seen, and we have tried them all. Plus it is not overly expensive for all that you get. They were with us every step of the way with implementation. We have integrated many different programs with Kustomer with ease. We use it in our call center daily. **What do you dislike about Kustomer?** Integrating with Zoom was a struggle but that was mainly related to Zoom, not Kustomer. **What problems is Kustomer solving and how is that benefiting you?** We were spending more money and outgrowing the platforms we would use. We also had to pay for every upgrade or feature that we wanted to try. A lot of the features we wanted to use to benefit our call center were already a part of Kustomer which was so nice. Other things we have tried to integrate have gone fairly smooth. ### 40. My Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Kustomer?** Easy to use, I'm using it in every call, a lot of helpful features for the caller and agents **What do you dislike about Kustomer?** Everything works well, nothing to dislike. It makes my day better! **What problems is Kustomer solving and how is that benefiting you?** It helps me solve issues and conern in documenting and sending communications internally and externally ### 41. Amazing and easy to navigate Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Amado J. | Customer Service representative, Outsourcing/Offshoring, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about Kustomer?** I liked about the Kustomer is its very easy to use and all of the thigs that need to do my task is already there **What do you dislike about Kustomer?** Honestly, I don't have bad comments or dislike about the Kustomer because its so very easy to use to do my task easily **What problems is Kustomer solving and how is that benefiting you?** Kustomer solving my problem about navigating some tools for my work and its benefiting me to do my task easy and amazing. Im so happy that I have chance to use Kustomer ### 42. Easy to navigate and reliable on storing data. **Rating:** 5.0/5.0 stars **Reviewed by:** Erielle B. | Customer service representatives, Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2024 **What do you like best about Kustomer?** The tool was convenient to use and new user friendly. **What do you dislike about Kustomer?** Lately Kustomer getting a system glitch. **What problems is Kustomer solving and how is that benefiting you?** Storing data for our customers transactions ### 43. Remarkable Kustomer! **Rating:** 5.0/5.0 stars **Reviewed by:** Edgar B. | Customer Service Representative., Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Kustomer?** What I really like about Kustomer since I have been used is for almost 8 months from the start that I used this platform as a Customer Service Representative this tool was help me a lot when it comes to assisting customers, easy to navigate and motivates to response quickly to resolve the customers concern. This platform must be share to other companies such us Business Processing Outsourcing can't deny that this tool really helps a lot. **What do you dislike about Kustomer?** I dont have any dislikes about this tool over all from the start that I used this platform this was very helpful and amazing tool that helps me to connect to my customers and give a quick response to them because of this great platform! I am just hoping that this will be known all over the world! **What problems is Kustomer solving and how is that benefiting you?** Kustomer known to its ability to make kustomer happy and ensure to resolve their concern quickly and it benefits not to brag I became top agent last August and September 2023 and I am very that Kustomer got my back and really defines on how their platform really helpful and amazing! ### 44. Somehow user friendly, but can still be improved **Rating:** 5.0/5.0 stars **Reviewed by:** Tancy John M. | Quality Assurance Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Kustomer?** I like that I can see my productivity, scores, and help customers in one go! **What do you dislike about Kustomer?** When it comes to merging conversations, there are times that the data of my productivity doesn't match the actual numbers of conversations that I marked as Done. **What problems is Kustomer solving and how is that benefiting you?** It helps me solve customer inquiries in real time, especially when they have issues with their Membership, Orders, and usage of our website when they try to place an order. ### 45. Kustomer Review **Rating:** 5.0/5.0 stars **Reviewed by:** Chai M. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2024 **What do you like best about Kustomer?** Very easy to use. Easy to find details about the customer that will be helpful with the call. Easy to contact customer support. Very easy to setup as well. I use it everyday at work. **What do you dislike about Kustomer?** Nothing that I can think about right now. **What problems is Kustomer solving and how is that benefiting you?** Serving as a CRM for the company that I worked for. ### 46. A Call Center Essential Product! **Rating:** 4.5/5.0 stars **Reviewed by:** Ariath P. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2023 **What do you like best about Kustomer?** I've noticed that Kustomer is generally quite speedy when loading, which is a big plus. Using the platform is a breeze, and it offers some great features that are especially important to me, like those handy desktop notifications! **What do you dislike about Kustomer?** While occasionally there are hiccups in Kustomer that can briefly disrupt our workflow, it's worth mentioning that the Kustomer team is impressively quick in addressing and resolving these issues. Their responsiveness is greatly appreciated! **What problems is Kustomer solving and how is that benefiting you?** As a Member Experience Associate, I use Kustomer to handle incoming chats, and emails. With desktop notifications, I am made aware of an incoming interaction which in turn speeds up my response to our customers, and adhering to SLA requirements. The integration with Shopify is top notch, as I am able to see our customers' current and past charges on the same platform without ever having to switch. ### 47. Greatest communication system with customer **Rating:** 4.0/5.0 stars **Reviewed by:** Job J. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2023 **What do you like best about Kustomer?** I like how Kustomer displays all of the Customer's history and facts (chat, call, emails, and SMS), making it easier to deliver information to customers, and all of this in an easy and welcoming user-face experience with a really easy and adaptable interface. **What do you dislike about Kustomer?** Recently, several of the filters have been glitching and are not accurately displaying the filtration. -And the cost for users on the premium accounts is quite exorbitant for small and beginning enterprises. The integrated tools, such as Shopify, are extremely sluggish when you update and load inside Kustomer, and you may need to reload the whole Kustomer page only to examine a little detail. However kustomer is still one of the best CRMs **What problems is Kustomer solving and how is that benefiting you?** The timeliness and updates for 3rd party tools to be viewed on Kustomer have significantly grown faster, despite the fact that opening or accessing it will take time to load. However, This small update really helps us a lot in aiding clients when they are on a live chat, or call. ### 48. Kustomer provides great help in documenting customer concerns **Rating:** 4.5/5.0 stars **Reviewed by:** Arnold R. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Kustomer?** Real time notifications from tickets that needs to take action **What do you dislike about Kustomer?** Some surveys did not reflect real time, worst case they just vanished eventually. **What problems is Kustomer solving and how is that benefiting you?** It is very beneficial especially for documentatio and having the concerns being checked or reviewed easily ### 49. Excellent CRM Tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Jomar P. | Customer Support, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2024 **What do you like best about Kustomer?** Best software to manage calls, email, and chat! **What do you dislike about Kustomer?** None, I cannot think or see any reason to dislike this software **What problems is Kustomer solving and how is that benefiting you?** to manage calls, email, and chat. ### 50. Kustomer for the organizations **Rating:** 5.0/5.0 stars **Reviewed by:** Lethukuthula K. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2024 **What do you like best about Kustomer?** It has knowledge base attached to it which makes it user friendly. **What do you dislike about Kustomer?** The only issue I have come accross is that when you open the interaction on a new page it sometimes redirects me to the initial one and the new one diappears. **What problems is Kustomer solving and how is that benefiting you?** It making interacting with customers easier as by opening the booking reference all the details needed to further help the customer is availed. ## Kustomer Discussions - [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) - 1 comment, 1 upvote - [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) - 1 comment, 1 upvote - [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) - 1 comment, 1 upvote - [What discounts are available?](https://www.g2.com/discussions/what-discounts-are-available) - 1 comment, 1 upvote - [Is your pricing all inclusive? Are there any add-on fees?](https://www.g2.com/discussions/is-your-pricing-all-inclusive-are-there-any-add-on-fees) - 1 comment, 1 upvote - [View Kustomer pricing details and edition comparison](https://www.g2.com/products/kustomer/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-05-31+03%3A17%3A00+-0500&secure%5Bsession_id%5D=ba5f42ac-3490-4fc3-aa14-6ccc13602f75&secure%5Btoken%5D=5318ad1a7d13820ec6fd8ca92b57a83ce4f92538736b0d0df4cccdf826718ba8&format=llm_user) ## Kustomer Integrations - [Admin](https://www.g2.com/products/google-admin/reviews) - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Appbot](https://www.g2.com/products/appbot/reviews) - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [Delighted](https://www.g2.com/products/delighted/reviews) - [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [Laivly](https://www.g2.com/products/laivly/reviews) - [Looker](https://www.g2.com/products/looker/reviews) - [Loop Returns](https://www.g2.com/products/loop-returns/reviews) - [Maestra](https://www.g2.com/products/maestraplatform/reviews) - [MaestroQA](https://www.g2.com/products/maestroqa/reviews) - [Microsoft Excel](https://www.g2.com/products/microsoft-excel/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Netomi](https://www.g2.com/products/netomi/reviews) - [OA Mobile CRM](https://www.g2.com/products/oa-mobile-crm/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Onward Checkout+](https://www.g2.com/products/onward-checkout/reviews) - [Ordergroove](https://www.g2.com/products/ordergroove/reviews) - [PayPal BrainTree](https://www.g2.com/products/paypal-braintree/reviews) - [Recharge Subscriptions](https://www.g2.com/products/recharge-subscriptions/reviews) - [Redo Returns & Exchanges](https://www.g2.com/products/redo-returns-exchanges/reviews) - [RingCX](https://www.g2.com/products/ringcx/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Sprout Social](https://www.g2.com/products/sprout-social/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Turo](https://www.g2.com/products/turo/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [UJET](https://www.g2.com/products/ujet/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Yotpo](https://www.g2.com/products/yotpo/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) - [Zowie](https://www.g2.com/products/zowie/reviews) ## Kustomer Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Kustomer Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,590 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,693 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)