Kustomer Customer Reviews 2025 | SoftwareReviews

Kustomer

Composite Score

7.2 /10

CX Score

7.5 /10

24 Reviews Write a Review

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What is Kustomer?

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.

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Kustomer Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kustomer.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

2
Since last award

100 Plan to Renew

73 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+86 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Kustomer?

10% Negative

0% Neutral

90% Positive

Pros

Trustworthy
Friendly Negotiation
Client's Interest First
Transparent

Feature Ratings

Average 74

Agent Scripting

Contact Center Integration

Mobile Customer Care

Intelligent Search

Agent Collaboration

Customer Self Service Capabilities

Customer Service Workflow Management

Multi Channel Support

Analytics and Reporting

Customer Community Management

Customer Service Knowledge Management

Vendor Capability Ratings

Average 74

Business Value Created

Ease of Implementation

Ease of Customization

Quality of Features

Ease of IT Administration

Usability and Intuitiveness

Ease of Data Integration

Breadth of Features

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Kustomer Reviews

Salome S.

Role: Operations
Industry: Transportation
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Dec 2024

Okay but with a big room of improvement

Likeliness to Recommend

6 /10

What differentiates Kustomer from other similar products?

Kustomer differentiates itself with its **360-degree customer view**, allowing agents to see all customer interactions across multiple channels in one place. It emphasizes **automation** and **personalized service**, offering features like custom workflows and AI-powered insights. Unlike some competitors, Kustomer integrates **CRM functionality** directly into its support platform, streamlining customer service and relationship management.

What is your favorite aspect of this product?

Kustomer's standout feature is its customizable workflows, which allow businesses to automate customer support processes, route inquiries, and handle repetitive tasks efficiently, improving response times and consistency.

What do you dislike most about this product?

One downside of Kustomer is its complexity for new users. The platform can have a steep learning curve, especially for teams that are not familiar with its customizable workflows and integrations, which may require additional training or setup time.

What recommendations would you give to someone considering this product?

If you're considering Kustomer, be prepared for a steep learning curve and ensure your team has the time and resources to fully understand its customization options. While its features are powerful, they can be overwhelming, and setting up integrations and workflows may require significant effort. It's ideal for larger teams with complex needs but might be too intricate for smaller businesses without dedicated support resources.

Pros

Client Friendly Policies
Altruistic
Trustworthy
Acts with Integrity

Cons

Inhibits Innovation
Slower Product Innovation
Less Productive

Marwa A.

Role: Operations
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2023

user-friendly, easy to use, budget-friendly

Likeliness to Recommend

9 /10

What differentiates Kustomer from other similar products?

it includes all channels in one tab, it has some good features like merging profiles editing all client's info in one place, sending SMS, and implementing a dialer.

What is your favorite aspect of this product?

all-inclusive features

What do you dislike most about this product?

I live Kustomer, nothing to mention

What recommendations would you give to someone considering this product?

so far so good

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Maja B.

Role: Operations
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2023

Ok product to use, lots of features

Likeliness to Recommend

8 /10

What differentiates Kustomer from other similar products?

Lots of features, very customisable

What is your favorite aspect of this product?

relatively easy to implement

What do you dislike most about this product?

Not very flexible, the reporting is not good

What recommendations would you give to someone considering this product?

It's good.. not excellent

Kustomer

What is Kustomer?

Company Details

Book a Free Demo Today!

Kustomer Ratings

83 Likeliness to Recommend

2 Since last award

100 Plan to Renew

73 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Kustomer?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Kustomer Reviews

Salome S.

Okay but with a big room of improvement

Likeliness to Recommend

Pros

Cons

Marwa A.

user-friendly, easy to use, budget-friendly

Likeliness to Recommend

Pros

Maja B.

Ok product to use, lots of features

Likeliness to Recommend

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Feature Ratings

Agent Scripting

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Mobile Customer Care

Intelligent Search

Agent Collaboration

Customer Self Service Capabilities

Customer Service Workflow Management

Multi Channel Support

Analytics and Reporting

Customer Community Management

Customer Service Knowledge Management

Vendor Capability Ratings

Business Value Created

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Quality of Features

Ease of IT Administration

Usability and Intuitiveness

Ease of Data Integration

Breadth of Features

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