What Is Kustomer?

Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Powered by AI, Kustomer scales to meet the needs of contact centers and businesses, enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has raised over $174M in venture funding.

Who Uses Kustomer?

Mid-market and Enterprise. Retail/etail, Marketplaces, Subscription companies, Healthcare, Financial, Professional services, Software/tech, Wholesalers, Logistics and transportation services.

Where can Kustomer be deployed?

Cloud, SaaS, Web-based

About the vendor

  • by Kustomer
  • Founded in 2015
  • Phone Support
  • Chat

Countries available

United States

Languages

English

About the vendor

  • by Kustomer
  • Founded in 2015
  • Phone Support
  • Chat

Countries available

United States

Languages

English

Kustomer videos and images

Kustomer video
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Compare Kustomer with similar products

Starting price

$89.00/month
$19.00/month
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$18.00/month

Free Version

Free Version No
Free Version No
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Free Version Yes

Free Trial

Free Trial No
Free Trial Yes
Free Trial Yes
Free Trial Yes

Kustomer Features

  • API
  • Access Controls/Permissions
  • Alerts/Notifications
  • CRM Software
  • Collaboration Tools
  • Customer Journey Mapping
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Visualization Software
  • Drag & Drop
  • Email Management Software
  • Engagement Tracking
  • Feedback Management
  • Knowledge Management Software
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • NPS Survey Structure
  • Negative Feedback Management
  • Predictive Analytics Software
  • Real Time Analytics
  • Real Time Notifications
  • Real Time Reporting
  • Reporting/Analytics
  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis Software
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Workflow Management Software

View full list of Customer Experience Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management Software
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management Software
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat Software
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On Software
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management Software

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management Software
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management Software
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat Software
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring Software
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

View full list of Help Desk & Ticketing Software

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Kustomer Reviews

Read all 30 reviews

Average score

Overall
4.5
Ease of Use
4.6
Customer Service
4.5
Features
4.5
Value for Money
4.4

Reviews by score

5
17
4
12
3
1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Meagan M.
Meagan M.
Head Of Customer Experience in US
Verified LinkedIn User
Internet, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Very happy Kustomer! (HA get it?)

5 3 years ago

Comments: when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate.

Pros:

the concept can't be beat - aggregating multiple customer touchpoints into a timeline really gives you an immediate sense of that user. not only can you quickly glance at context clues (like purchases, NPS surveys, and support cases) but with the right integrations, you already know WHICH customer is calling as within a second of answering the call. this makes it easy for your agents to already dive into the issue and pitch solutions without having to ask for name, confirmation number, etc. all the basics are there too like user profile with easy edits, merging, moving, forwarding, notes, macros, etc. since we got in early we've seen a lot of exciting features and changes with kustomer over the last year. autopilot steers tickets right to your agents so they don't go cherry picking through searches. making new searches is crazy easy and you can set specific team-based or user-based permissions for them. @mentions available for internal notes on cases. there's an internal knowledge base they recently released which seems awesome, though we've yet to utilize it. CSM and customer support are pretty great too.

Cons:

there's a lot they still aspire to - they're a young company who just secured another round of funding and with any luck they'll hire a lot of developers. we've been a somewhat demanding client but the truth is that you need robust reporting to understand your CX/CS teams and hold them accountable. they out-of-the-box reports that kustomer offers are "good" but leave a lot to be desired. you can export custom CSVs to find what you need but it's not always possible to find what you need at all, and only one person can export at a time per environment. additionally, while the concept of open API and full access for users to write scripts and worfklows for their environments is wonderful in theory, the documentation provided for workflows is weak. if you don't know javascript, you'll struggle to write your own workflows.

Kustomer Response

3 years ago

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

Emily H.
Communication Operations Manager in US
Leisure, Travel & Tourism, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

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

5 2 months ago New

Pros:

With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone.

Cons:

Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through.

Elmedina B.
LMT in North Macedonia
Used the Software for: 1-5 months
Reviewer Source

Good experience, with options to improve

3 4 years ago

Pros:

- Helpful for the company - Raised the communication throughout the employees - A lot of issues were fixed by using it

Cons:

- The included tags after some times or in some cases immediately disappear - The mention option will be good to be as a separate option - Sometimes the 'My open conversation' disappear from the system - My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me

Verified Reviewer
CTO in US
Verified LinkedIn User
Financial Services Software, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Highly Configurable Customer Chat Tool

4 4 months ago

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

Pros:

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

Cons:

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

Nicole C.
Director of Customer Success in US
Fund-Raising, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source

Kustomer was a great move!

4 4 months ago

Comments: I like the social media integrations, aircall integration, calendly integration. I can get everything in one place, which helps my CS team to be more efficient daily. The support we have received from the Kustomer team has been outstanding, and they are always available when we need them. The setup was thorough and complete.

Pros:

I like that I can find my customer information all on one easy-to-read customer tab. I like the robust search function to see conversations that I need.

Cons:

I have not used my knowledge base yet after already using the product for over five months. Customer service has been great in trying to find a solution for us, though.