I use Kustomer for reporting purposes to track agent activity and key metrics. I appreciate that it allows me to set up multiple filters for reports, which makes combining them as needed simple. Another plus is that I can share specific reports with only certain people, minimizing the chances of accidental edits. What I like most about Kustomer is its good reporting system, where you don't have to manipulate much. The filters are incredibly easy to work with and make adding or removing departments seamless. The initial setup of Kustomer was also very easy. Review collected by and hosted on G2.com.

When we switched to Kustomer there was a lot of talk about it being real time. This is fantastic, however there are some instances where we do need to look into the past, but since the reports are in real time it makes it impossible. Example: if we are closed for the Holiday, we are unable to pull the report the next day to see what our total outstanding open tickets are from the day before the Holiday. I wish a feature would be added to be able to look into the past and see what the numbers were at a certain point in time. Review collected by and hosted on G2.com.

I use Kustomer for solving tickets and day-to-day work activities. It helps me reply to customers efficiently and quickly, which is really valuable. I like how macros can be used easily to respond to tickets, saving me time with the most asked questions. Additionally, the AI co-pilot is making the process more awesome, helping me when I'm unsure about company policies or how to respond to customers. Another thing I appreciate is how Kustomer is able to track the history of an account, providing emails and messages that help us understand customer issues. It also offers sentiments and past scores that give insights into customer behavior. The initial setup was easy and user-friendly, and overall, I find these features really beneficial. Review collected by and hosted on G2.com.

I think it lags sometimes, there might be some bug or something, I need to refresh it to see what email it is, as it keeps loading. Yeah, maybe use of Kustomer on iOS and Android on mobile phone or tab. Review collected by and hosted on G2.com.

I like Kustomer's ability to group together multiple customer tickets. I can quickly see previous inquiries and current inquiries, and make notes for the future. I like the tagging, and the ability to use macros for quick, repetitive inquiries. Review collected by and hosted on G2.com.

First: The voice function for replying is not good. It doesn't capture capitalizations at the beginning of sentences, or punctuation - For example, my Samsung voice assistant will correctly type this spoken phrase "I'm not sure comma what do you think question mark" into "I'm not sure, what do you think?. Second: I can use two screens with minimal issues, but I do encounter some glitches and it could be streamlined- especially for a platform that is intended to have multiple emails & live chats at the same time. I use one screen for live chats and the other for emails. Review collected by and hosted on G2.com.

I like how Kustomer allows me to see the whole dashboard on the screen at the same time. It's just nice to always see how many tickets I have to manage over the course of the day. Having all of the different tickets, their amounts, and the different colors really helps. It just kinda helps me manage my overall day and structure it. Review collected by and hosted on G2.com.

I think there's a little bit of the user experience, slash design that could be improved. It's a little bit hard to tell, like, which buttons are for what, if that makes sense. Like, I feel like they could be highlighted in a better way, using those colors from the main dashboard. You could use them for, like, the send button or whatnot just to, like, highlight them in a more visible way. Review collected by and hosted on G2.com.

Visually very pleasing to the eye, it is easy to search for a client, it is customizable without needing to be trained in IT. The pricing is reasonable and within budget. I can mostly use it without AI. The onboarding team was very flexible Review collected by and hosted on G2.com.

There are features that require AI such as the chat. I am having issues that have not been solved. There are some things I want to customize that I cannot. Some of the features are difficult to use. Review collected by and hosted on G2.com.

I like that Kustomer turns support from a reactive, messy process into something organized, trackable, and much more efficient for both the team and the customer. A key feature I value the most within Kustomer is its Workflows and automation, which sets rules to automatically route conversations, tag issues, escalate cases, or trigger follow-ups. This is especially valuable because it eliminates much of the repetitive manual sorting and helps keep response times consistent. Review collected by and hosted on G2.com.

One of the most common complaints is complexity and onboarding difficulty. While the interface looks user-friendly at first, the system itself has a lot of depth, and that can make it overwhelming for new users or teams without strong admin support. Setting up Kustomer is usually moderately complex rather than plug-and-play. Review collected by and hosted on G2.com.

The data collection potential and ease of use. Review collected by and hosted on G2.com.

I would like to see the reporting be more user friendly. Also why is it so hard to add a signature to all emails? That really should be more simple. Along with auto replies. Should be more simple!

For reporting, it is annoying that the report builder AI tool can't create automatic reports. Review collected by and hosted on G2.com.

The tool itself is excellent, with one of its greatest strengths being the wide range of customization options that allow it to adapt to specific business needs. Its AI capabilities are a particularly valuable addition, helping future-proof both the platform and our operations. Kustomer’s automation features also make it easier for users to complete tasks efficiently and consistently.

Support from the Kustomer team has been more than satisfactory. They are proactive not only in resolving issues, but also in identifying opportunities where they can provide additional value.

The implementation project was smooth overall, despite a few minor hiccups along the way.

Finally, Kustomer delivers accurate and reliable data, enabling our leadership team to make well-informed, data-driven decisions. Review collected by and hosted on G2.com.

During the implementation, the integration and migration from NetSuite to Kustomer has been quite challenging. But despite that, the team was able to build a solution to address it. Review collected by and hosted on G2.com.

Kustomer grew rapidly over the years and it became a leader amongst its competitors. What stands out for me and my constant work with it is being able to easily segment and analyse member behaviour and conversations. The included AI tools and external connections are huge in productivity boost and optimisation.

The UI is very easy to get used to, even with some more aggressive changes to it over the past years. Never had issues with performance especially when we're heavy users of the platform. Review collected by and hosted on G2.com.

Can be a bit hard to search with keywords, and search options can be vastly improved. Review collected by and hosted on G2.com.

I like that Kustomer speeds up the process for delivery dispatch and provides a stable platform for customer interactions and with the store. I really like how it tracks customer interactions and is able to hand off to different teams. Also, the initial setup of Kustomer was really easy. Review collected by and hosted on G2.com.

I think note replies should be tracked because for our company we use internal notes on customer accounts. There are times where another team leaves notes, and it makes it more convenient for them to do so. It doesn't count towards our progress. There are periods where we use internal communication only, and it makes it look like we aren't doing work, but we are. I would want better interaction of the AI hand off summary and closing summary as it takes up too much room with unnecessary information or a chance to move the modal around the website rather than stuck in the chat. Review collected by and hosted on G2.com.