--- title: Kustomer Reviews meta_title: 'Kustomer Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 558 reviews by the users' company size, role or industry to find out how Kustomer works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 558 scale: '5' date_modified: '2026-06-30' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Kustomer Reviews **Vendor:** Kustomer **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 558 ## 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 appreciate the **ease of use** and intuitive design of Kustomer, facilitating efficient management of customer information. (56 reviews) - Users appreciate the **intuitive and comprehensive features** of Kustomer, enabling efficient data management and communication. (42 reviews) - Users find Kustomer's **centralized customer information** and AI capabilities invaluable for enhancing service efficiency and cost-effectiveness. (37 reviews) - Users value the **efficiency** of Kustomer, praising its intuitive interface and seamless integration with other platforms. (30 reviews) - Users appreciate the **automation features** of Kustomer, which enhance task efficiency and streamline operations effectively. (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 frequently experience **slow performance** with Kustomer, resulting in disrupted workflows and productivity challenges. (21 reviews) - Users experience **slow loading** times with Kustomer, affecting productivity and hindering quick customer resolutions. (17 reviews) - Users find the **learning curve steep** , as the interface is complex and challenging to navigate effectively. (16 reviews) - Users struggle with the **complexity** of Kustomer, facing challenges in navigation and a steep learning curve. (14 reviews) - Users find Kustomer's interface **not intuitive** , leading to difficulties in navigation and increased onboarding times. (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. Im totally sold on Kustomer, best platform Ive ever used and I've run a lot of CS teams. **Rating:** 5.0/5.0 stars **Reviewed by:** Michal D. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The way customer gives us a holistic sense of the customer's journey in one snapshot. **What do you dislike about Kustomer?** I wish Kustomer had better specific reporting. **What problems is Kustomer solving and how is that benefiting you?** Kustomer allows us to really capture authentic customer behavior through multiple platforms, including their shopping history. ### 2. Great platform. Needs a few tweaks. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I've enjoyed using Kustomer. The visual aspects are great and it's easy to use. **What do you dislike about Kustomer?** The platform could use a few tweaks for social media messaging. It would also be helpful to be able to confirm the email a message was sent to easily for profiles with multiple emails. **Recommendations to others considering Kustomer:** Work with the Kustomer team for the best experience. **What problems is Kustomer solving and how is that benefiting you?** All of our customers' problems! The ability to add notes specialized to our business is a huge benefit. ### 3. Easy to Use! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I feel Kustomer is really easy to get the hang of and navigate. Shortcuts make it super quick to reply to customers, and Klasses help to keep our conversations reported nicely. **What do you dislike about Kustomer?** There are some glitches from time to time (i.e. sending multiple auto-replies, wrong saved search opening up, etc). **What problems is Kustomer solving and how is that benefiting you?** Love responding to our customer base in a very timely manner and it's easy to see if they are upset etc via the message priority rating. ### 4. Concentrated convenience **Rating:** 5.0/5.0 stars **Reviewed by:** Heather H. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I love the automation of merging customer interactions into one profile. **What do you dislike about Kustomer?** I think the softphone could use a re-design. It's too clunky as it is right now. Why not add an auto-dial feature? **What problems is Kustomer solving and how is that benefiting you?** Agent productivity is up ### 5. It works sufficiently **Rating:** 3.5/5.0 stars **Reviewed by:** Joe S. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The ability to label tickets, and receiving emails when tickets are updated. **What do you dislike about Kustomer?** I wish the site refreshed more regularly so that we didn't have to as much **Recommendations to others considering Kustomer:** None **What problems is Kustomer solving and how is that benefiting you?** Our customer complaints are handled mostly through Kustomer ### 6. It is really easy to use and navigate. Needs some improvements but it's good **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Textiles | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The best part in Kustomer is you have the choice to sort out all kinds of tickets! **What do you dislike about Kustomer?** It sometimes creates error like duplicating the tickets or it is being assigned to wrong person. We also experience some times that it won't create ticket for unique phone numbers **Recommendations to others considering Kustomer:** No other suggestions, you're doing great! **What problems is Kustomer solving and how is that benefiting you?** We solve customer concerns and it's beneficial that you get almost everything you need when you click on a ticket ### 7. Kustomer review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** It's very easy to track things! I use it always to leave important notes so I could follow up with the customers. It has a great layout as well. **What do you dislike about Kustomer?** The only thing that I dislike is receiving late email/SMS responses or when the tickets are assigned to the wrong teams. **Recommendations to others considering Kustomer:** I would definitely recommend Kustomer to the others! **What problems is Kustomer solving and how is that benefiting you?** We are solving all types of customer inquiries on both consumers' end and restaurant partners. ### 8. See all customer communications in one place; Internal and External! **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah U. | Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I like that the customer's profile shows you all orders, communications, and conversations related to that customer. **What do you dislike about Kustomer?** There have been a few service outages, but those are usually resolved quickly. **Recommendations to others considering Kustomer:** It really is a great tool for both internal and external communication. **What problems is Kustomer solving and how is that benefiting you?** Internal communication is much easier within our company when using Kustomer. We are able to assign conversations to specific teams or users, which makes resolving issues with orders much more efficient. ### 9. User friendly, intuitive, aesthetically pleasing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** Kustomer has a ton of functionality, but not in an overwhelming way. Sometimes I'll think of a feature that would be great to have, and it usually already exists somewhere within the platform. **What do you dislike about Kustomer?** I feel like there's little bugs here and there-- for example, forwarding a message can be a pain. **What problems is Kustomer solving and how is that benefiting you?** Order issues, feedback/complaints, general policy inquiries, lost packages, shipping problems, subscription orders, payment problems, the list goes on and on. ### 10. Kustomer KG2 **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The saved email threads. The ability to open and close threads as needed. **What do you dislike about Kustomer?** The email notifications to close calls. If I make 20 calls back to back, could be the same number 3 times in a row, would then need to take time to close all of the notifications out. **What problems is Kustomer solving and how is that benefiting you?** There is less confusion among peers, Being able to address a situation through an email thread from department to department. ### 11. Nice platform **Rating:** 3.5/5.0 stars **Reviewed by:** Rafael Cintra M. | Sr. Manager Operations - Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** It's flexible, and user friendly for the operation **What do you dislike about Kustomer?** The reports are not good, and the database too. **What problems is Kustomer solving and how is that benefiting you?** Contacts with customer. The benefits are the easy configuration of prioritations, queues, teams and users. ### 12. In love w/ Kustomer, but some recent changes are annoying! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I love how it can be modified by team. Reporting panels, inboxes, tags, etc. can all be adjusted for team success! **What do you dislike about Kustomer?** Some of the shortcuts that Kustomer can make your job a little difficult like jumping to different pages while typing! **Recommendations to others considering Kustomer:** N/A **What problems is Kustomer solving and how is that benefiting you?** We are always looking to making responding to customer easier, but also receive fewer inquiries. The app has a bunch of built-in functions that can be integrated! ### 13. Kustomer Features- User Friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Kathleen A. | Virtual Assistant/ Appointment Setter/ Outbound Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2020 **What do you like best about Kustomer?** What I like about Kustomer is how it integrates your database to the dialer. It is easier to track notes, call logs or tickets if you have this kind of tool. My client used to have a different software before and I can compare that Kustomer is more efficient when it comes to tracking call outcomes. It is very useful in the Customer Service experience. **What do you dislike about Kustomer?** I kind of not like the updates, only because we're not given a heads up if they do. **What problems is Kustomer solving and how is that benefiting you?** We use Kustomer in appointment setting, if we need to find out who we need to reschedule, who needs to be called back, Kustomer makes it easier to do our tasks as it has this 'AfterShift' tab which gives you an update to which tasks, you have snoozed and to which are already done. It's a great tool to use for reaching our to customers, communicating with your team and updating your leads. ### 14. Efficient & Streamlined **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I like how Shopify is ingrained into the platform so that it’s easy to check on customer’s orders. **What do you dislike about Kustomer?** You can’t split customers accounts if they were merged accidentally, it can get confusing! Also, Instagram DMs aren’t on Kustomer **What problems is Kustomer solving and how is that benefiting you?** Looking at CSAT, performance, being able to switch platforms and look into our Facebook messages as well. I love how everything is integrated so that everything is in one place! ### 15. Kustomer allows me to keep a good workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Photography | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2020 **What do you like best about Kustomer?** Kustomer keeps me organized! All of my tickets are categorized by queue. I can easily search for my recent conversations, done conversations, and conversations I have yet to get to. After each ticket, Kustomer automatically switches me to the next ticket allowing me to keep a steady pace making sure I reach my quota for the day. **What do you dislike about Kustomer?** Kustomer often gives confusing notifications like "you are viewing too many kustomers at once" when I only have one kustomer open. **What problems is Kustomer solving and how is that benefiting you?** Kustomer has helped me a lot with time management. Having easy access to shortcuts allows me to reach our customers as quickly as possible. I also like that I can easily switch myself from "available" to "unavailable" or "offline" when I need to take a break from my workflow. ### 16. Very Helpful Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The options to assign/reassign to agents in batches and creating searches for easy review. **What do you dislike about Kustomer?** Sometimes the system automatically reassigns to the incorrect team. **Recommendations to others considering Kustomer:** Take the time to create the correct folders for easy searching. **What problems is Kustomer solving and how is that benefiting you?** I am solving customer complaints and troubleshooting. I see the benefits of showing each agent that has been assigned the conversation, reached out to the customer, and being able to via SLA's. ### 17. Kustomer upgrade is awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica P. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2020 **What do you like best about Kustomer?** The new side panel, works faster with ring assist. Ring assist is quicker and more fluent, it is also more effective in completing calls quicker. **What do you dislike about Kustomer?** I have nothing I personally dislike about it.It works better than it ever has before with the new features. **Recommendations to others considering Kustomer:** Kustomer is widely used within the company that I work for, it works flawlessly without any issues or worries of it glitching. It is quick and provides the necessary information that I use within the company as well as the help menu that the company uses to help us get through our call flow in a quicker manner. **What problems is Kustomer solving and how is that benefiting you?** I use ring assist a lot, I realized that the speed of going through it is quicker and it has no lag now. ### 18. Great platform **Rating:** 4.5/5.0 stars **Reviewed by:** Leah M. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** cleaner format than Zendesk- merging and replying much clearer **What do you dislike about Kustomer?** the chat feature did not perform very well **Recommendations to others considering Kustomer:** Very user friendly! **What problems is Kustomer solving and how is that benefiting you?** merging multiple chats and emails- works amazingly! ### 19. amazing **Rating:** 4.5/5.0 stars **Reviewed by:** Natacha K. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** How we can access so many different channels to reach out to customers **What do you dislike about Kustomer?** Some of the lags and syncing issues that will happen randomly **What problems is Kustomer solving and how is that benefiting you?** Customer's issues. ### 20. Reporting could be improved. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2020 **What do you like best about Kustomer?** The conversation interface is very user-friendly. It is easy to navigate between conversations. **What do you dislike about Kustomer?** The reporting could be improved. It is difficult to generate reports. Also, for real time, it would be useful to be able to see how many agents are in an Available vs Unavailable status. **Recommendations to others considering Kustomer:** When generating /designing reports, save the template as it will save you time next time you look to generate the same information. **What problems is Kustomer solving and how is that benefiting you?** Emails, chats and phone calls. Helps me assign workload interactions. ### 21. User friendly platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The platform is very user friendly and has many features that allow you to upgrade your customer experience **What do you dislike about Kustomer?** When an email is formatted in a certain way you have to open in a new window to see the original version **What problems is Kustomer solving and how is that benefiting you?** We are able to track what questions are being asked most by our customers and find solutions based on that data ### 22. Easy and Breezy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2020 **What do you like best about Kustomer?** Kustomer is extremely efficient in so many ways. You can do so much within the program and all of it's bells and whistles make my work so easy! **What do you dislike about Kustomer?** Absolutely nothing. I truly think everything Kustomer has to offer is so helpful. **Recommendations to others considering Kustomer:** Definitely look into all of the featured it has! **What problems is Kustomer solving and how is that benefiting you?** My entire workday is through Kustomer and I'm able to solve customer problems, send emails, send sms', and pull information from other websites to assist in helping me get through work faster. ### 23. G2 Kustomer Review **Rating:** 4.0/5.0 stars **Reviewed by:** Andria R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I like that I can see all of the customer's interaction within 1 page. **What do you dislike about Kustomer?** I dislike that I have change emails for every response **What problems is Kustomer solving and how is that benefiting you?** I'm solving the problem of not knowing if the customer called and email. The benefits are that I can see all of the customer's interactions and that I can see the agents the customer interacted with. ### 24. The best platform I have ever used **Rating:** 3.5/5.0 stars **Reviewed by:** Iliana Carolina S. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2020 **What do you like best about Kustomer?** It is an easy-to-use tool that allows quick interaction with the customer. **What do you dislike about Kustomer?** When it is updated it stays as stuck, so it costs it to respond quickly **Recommendations to others considering Kustomer:** It is a platform that allows you easy and fast access with your clients, having several conversations at the same time **What problems is Kustomer solving and how is that benefiting you?** That allows me to communicate easily worldwide with anyone ### 25. Excellent Platform to assist customers **Rating:** 5.0/5.0 stars **Reviewed by:** Melanie V. | Support, Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2020 **What do you like best about Kustomer?** The best part of Kustomer is being able to tag certain contacts. I am bilingual and it is helpful to set tags from incoming contacts and separate them into a specific queue. It streamlines my work flow. We are able to set many queues to work from. Since I work remotely, Kustomer allows us to tag other employees tickets, that the ticket may pertain. I also like that we are able to customize our notification settings. I do not like to receive notifications of every contact I receive, so giving us the control to limit what 'pings' us is great. **What do you dislike about Kustomer?** I would appreciate if a contact has a bounced email that Kustomer could integrate a way to contact you via the ticket instead of employees emailing you directly. This would eliminate having to get out of Kustomer just to contact you. Also, when we are assisting customers, I would like an option to be able to send them images of step by step instructor verses sending attachments. Sometimes its easier to explain step by steps instructors with visuals for customers to follow. **Recommendations to others considering Kustomer:** If you plan on using Kustomer for your company, I would recommend it especially if your staff is remote. **What problems is Kustomer solving and how is that benefiting you?** We are troubleshooting customers issues. We also answer product questions. Or receive product feedback. We also provide bulk replies to many customers at one time. We receive quick response from Twitter feeds and are able to respond promptly. Kustomer gives us to ability to be very responsive and interactive to all of our members. ### 26. Very easy and very professional website to use **Rating:** 5.0/5.0 stars **Reviewed by:** Dominik C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I like Kustomer because it basically has any feature that a proffesional website can have **What do you dislike about Kustomer?** Well i dont really know if this is just a balkan thing,but its sort of slow on the balkan region **What problems is Kustomer solving and how is that benefiting you?** Well i work for a company who uses Kustomer and im really satisfied with it.It lets me finish my tasks way esier ### 27. I honestly don't know why other companies don't use Kustomer. It's very well organized **Rating:** 5.0/5.0 stars **Reviewed by:** Lucy H. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2020 **What do you like best about Kustomer?** Vert organized, keeps everything where it should be. Super straightforward and definitely works well for our customers! **What do you dislike about Kustomer?** Sometimes it wont let me link accounts to BlueMajik **What problems is Kustomer solving and how is that benefiting you?** it's definitely super easy to be talking to a customer and navigating the site all at once. I was able to figure out how to sync accounts to Kustomer as well. Only it does not work all the time. ### 28. Kustomer Transformed Our CX Team **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren P. | S, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2020 **What do you like best about Kustomer?** The best part about Kustomer is their devotion to humanizing every interaction. Kustomer is customer focused instead of ticket focused which sets the tone for how our CX team operates and aligns with our brand manifesto in general. **What do you dislike about Kustomer?** I have not found any downside to Kustomer. **What problems is Kustomer solving and how is that benefiting you?** Kustomer has impacted our team by providing the structure that we needed to work the most efficiently way possible. By using Kustomer we have been able to develop a fresh workflow that leaves each agent feeling fulfilled during their work day. We have been able to integrate all of our CX software with Kustomer which reveals the kind of view we need to see of our customers' activities. ### 29. Kustomer Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** How you can see the full history for a customer. **What do you dislike about Kustomer?** I wish we could set up reminders vs snoozing conversations. **Recommendations to others considering Kustomer:** I wish kustomer had features for sales, it is very cx oriented but we also handle sale elements. **What problems is Kustomer solving and how is that benefiting you?** Most are order edits for orders, since we have shopify linked in, this is super easy. ### 30. seamless communication **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** i like that everything is documented and you can communicate between your team members as well as with your customers. **What do you dislike about Kustomer?** not being able to have multiple tabs open **What problems is Kustomer solving and how is that benefiting you?** sometimes that most up to date phone calls are not listed. Benefits are that all calls are recorded so there is never any speculation. ### 31. Kustomer with a K **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** How it links to the phone system, email system, and offers texting and emailing to the customer. **What do you dislike about Kustomer?** How it lumps all emails by the same name into one email. **Recommendations to others considering Kustomer:** None **What problems is Kustomer solving and how is that benefiting you?** I absolutely LOVE the way you can text to customers. The previous system did not give us such a good interface. ### 32. Great Transition **Rating:** 4.0/5.0 stars **Reviewed by:** Andrew Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** Kustomer is great at it's timeline view. They also give pretty good support if you need any help with anything. **What do you dislike about Kustomer?** IT's not the best for email formatting and as a project managment tool. I'ts tough to have multiple people assigned to a conversation. **What problems is Kustomer solving and how is that benefiting you?** Getting data with our communication. ### 33. Having a seamless experience with Kustomer! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** Being able to see a customer's entire history on our website is very helpful. **What do you dislike about Kustomer?** I wish you could make calls on Kustomer. **What problems is Kustomer solving and how is that benefiting you?** I am able to solve issues with customers regarding discount codes. Kustomer is very easy to use and makes it very easy to work with customers. ### 34. Strong platform for Cx usage **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** Kustomer is pretty user friendly and has served us well for CX trafficking and response. **What do you dislike about Kustomer?** Sometimes it can be buggy and leave us in the lurch at high volume times. **What problems is Kustomer solving and how is that benefiting you?** CX, helps us respond to customers in a cohesive manner, and keeps the customer narrative in one place ### 35. Modern, flexible customer engagement tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2020 **What do you like best about Kustomer?** Flexibility and adaptability to meet business needs AI / automation Modern UI **What do you dislike about Kustomer?** Reporting could be stronger Lack of prebuilt integrations, though flexibility of tool allows us to build them as needed with nearly any system **What problems is Kustomer solving and how is that benefiting you?** We’re able to engage with our customers much for effectively and personally through Kustomer. Through automations like business rules and workflows, were able to work much more efficiently. While there are few prebuilt apps or integrations, the flexibility of Kustomer allows us to manually plug it into many of our pre-existing e-commerce systems, giving us greater insight and fuller picture of the customers we’re interacting with. ### 36. Kustomer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2020 **What do you like best about Kustomer?** I like how you can add and remove conversations , edit customer information. **What do you dislike about Kustomer?** Sometime can have an error saying did not save pop up and if you are on a call . the call will drop if you refresh the page **Recommendations to others considering Kustomer:** kustomer is the best all call center should use kustomer very user friendly **What problems is Kustomer solving and how is that benefiting you?** troubleshooting , billing , first time setups, phone system to connect calls ### 37. Great integrative experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** shopify integration makes it so convenient! **What do you dislike about Kustomer?** when typing in a macro, the black text box that pops up doesn't go away and you have to refresh your browser to do so **What problems is Kustomer solving and how is that benefiting you?** Customer chat - makes it really easy to troubleshoot and access their existing profile and purchases ### 38. In the Accounting department,Kustomer is used to refund Requests. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** That we are able to communicate with the customer and have a trail of conversations. **What do you dislike about Kustomer?** The only thing is that it does no alert you if request is incomplete. **What problems is Kustomer solving and how is that benefiting you?** That when you request to add a new default on the request, Kustomer is able to add it. ### 39. Kustomer has been great to work with and is intuitive which is very important. **Rating:** 4.5/5.0 stars **Reviewed by:** Jessica L. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2020 **What do you like best about Kustomer?** I love the fact that we can easily see how many emails we complete in an hour and also dark mode. **What do you dislike about Kustomer?** I think the call pop up could be better. **Recommendations to others considering Kustomer:** I would recommend playing around and getting familiar with all the features prior to going live so you can easily utilize the features. **What problems is Kustomer solving and how is that benefiting you?** Emailing has never been easier. ### 40. Great and flexible tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** incredibly customizable workflows, with webhook support. **What do you dislike about Kustomer?** The workflow editor can be clunky, and it would be great to have more features in there. **Recommendations to others considering Kustomer:** Integrate! **What problems is Kustomer solving and how is that benefiting you?** Managing our customers in a hipaa compliant way! Being able to aggregate and act on data for a variety of sources. ### 41. Great product easy to use saves time **Rating:** 4.0/5.0 stars **Reviewed by:** Jennifer G. | Head of People (HR Director) , Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2020 **What do you like best about Kustomer?** That it integrates with our hr system easily no manual org chart updates ever again! **What do you dislike about Kustomer?** Could be easier to make it look nicer. So the interface is basic and a bit fiddly. **What problems is Kustomer solving and how is that benefiting you?** Saves time, our org chart is always up to date. We don't have to constantly change it! ### 42. Just wowwwwww **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I love the simplicity and customization! **What do you dislike about Kustomer?** There's honestly not much that I dislike about Kustomer. Actually, there's nothing I dislike! **What problems is Kustomer solving and how is that benefiting you?** It makes it so much easier with connecting customer inquires and their orders. The layout is perfect and so customizable when using keywords ### 43. Kustomer Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food Production | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I like Kustomer because it is easy to navigate. **What do you dislike about Kustomer?** When viewing a guest and close the case, when I log back in the same guest is still in my open cases. **What problems is Kustomer solving and how is that benefiting you?** I am answering guests by email serving their customer service needs. ### 44. A great all in one customer service platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The customization within Kustomer is really understated. It is very flexible and allows for as much customization as we like. **What do you dislike about Kustomer?** While Kustomer is highly customizable, it is quite difficult to navigate without someone highly technical. **What problems is Kustomer solving and how is that benefiting you?** Single UI for Email/SMS/Live Chat/Social/Order Status. ### 45. Simple, easy and clean. Everything works! **Rating:** 5.0/5.0 stars **Reviewed by:** Ingrid B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2020 **What do you like best about Kustomer?** It's really easy to use and really simple to understand. **What do you dislike about Kustomer?** Sometimes there can be some errors listen to previous calls **Recommendations to others considering Kustomer:** Very simple and easy to use plus it can be customized to your company. It's a win all around. **What problems is Kustomer solving and how is that benefiting you?** I was able to get everything down every time I spoke with a customer and very easy to put tags on their accounts ### 46. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The fact the we get notified of any updates, the dark mode feature. **What do you dislike about Kustomer?** When on a chat we are unable to undo a mistake. **Recommendations to others considering Kustomer:** Manageable, easy to use and great way in resolving issues. **What problems is Kustomer solving and how is that benefiting you?** Resolving customer issues regard order issues. ### 47. Easy to use and find information. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I like that I am able to hover over conversations and review details without clicking, which makes finding information faster and easier. **What do you dislike about Kustomer?** The saving and refreshing time is lagged a bit. even after reloading. **What problems is Kustomer solving and how is that benefiting you?** Documenting cases and saving customer information. ### 48. The bestfriend for every company! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** I love that Kustomer lets us filter everything out into different sections. **What do you dislike about Kustomer?** Sometimes the loading can be a little bit slow. **What problems is Kustomer solving and how is that benefiting you?** The benefits of Kustomer? You have every single conversation saved and can always go back for review if needed! ### 49. Kustomer has been amazing! Very user friendly and easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The ease to email customers and input notes for other to view. **What do you dislike about Kustomer?** I like it all, very user friendly and easy to use. **Recommendations to others considering Kustomer:** Get Kustomer :) **What problems is Kustomer solving and how is that benefiting you?** Follow up with customers, ease to email and put notes into the system. ### 50. Kustomer is Easy! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2020 **What do you like best about Kustomer?** The simplicity of the workflows and creating tickets **What do you dislike about Kustomer?** Sometimes have softphone issues and merging tickets can be kind of difficult. **Recommendations to others considering Kustomer:** Ease of use, no need to worry. **What problems is Kustomer solving and how is that benefiting you?** I am getting phone calls and answering emails about consumer concerns. ## 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=8§ion=pricing&secure%5Bexpires_at%5D=2026-07-01+01%3A24%3A59+-0500&secure%5Bsession_id%5D=b74900bd-5338-499d-b1ee-26af90136d5a&secure%5Btoken%5D=8089b5194a67f4f47c7641d670b9aca240600c3674617ddd799e3b25e016b3ed&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) - 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[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 (6,629 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,708 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,673 reviews)