Recensioni su Kustomer

Kustomer is a great omnichannel CRM!

Commenti: I love that Kustomer is so sleek and well-designed. It isn't clunky, or hard to use. It's really streamlined. The reporting is A+, it's very in-depth for not just the customers but also your team. It works really well in tracking team performance and productivity, as well.

Aspetti positivi:

I love the VERY in-depth reporting! No other HelpDesk or CRM has such thorough reporting. Having full visibility of the customer insights, help with retention and growth!

Aspetti negativi:

It's on the expensive side. They only take on companies that can purchase 8+ seats, so it's not suitable for smaller businesses.

Effective, easy to use, and user-friendly!

Commenti: I've been using Kustomer for more than 2 years, and I have to say that it's been a fantastic experience. The platform is incredibly user-friendly, and I very much appreciate all the shortcuts that are integrated into the platform as it makes my job much much easier. The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively.

Aspetti positivi:

One of the features I really appreciate about Kusomer is the ability to snooze conversations. This feature allows me to keep important conversations in my inbox so I can reply promptly to my customers. Additionally, I find the option to undo a sent email very useful. It's great to have the ability to correct any mistakes I may have made before the recipient reads the email.

Aspetti negativi:

What I have found in my year using Kustomer is that when accidentally deleting the case ID, it is not possible to retrieve it for tracking purposes. Furthermore, the system may experience slower performance during chat sessions, leading to delays in response times.

Great Tool for Customer Service and Help Desk

Commenti: Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features.

Aspetti positivi:

I used it for customer service and help desk. I considered this tool after some analysis of big brands available in market. I would say the result were good and it helped us improving our help desk requirement. Conversation system is easy too.

Aspetti negativi:

Took some time to learn everything about this tool. My colleagues faced difficulty at initial stage but they grasped it after some time. Report export is slow.

Highly Configurable Customer Chat Tool

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Aspetti positivi:

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.

Aspetti negativi:

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.

Kustomer was a great move!

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Ease of use

Commenti: In my whole stay in my current company which is IntouchCX , the overall experience is superb.

Aspetti positivi:

We were able to manage our calls and email effectively, we could easily create a follow up with our client since the ticket will remain on agent's bucket for a long period of time.

Aspetti negativi:

As a Subject Matter Expert, we sometimes look for our agent's survey may it be a CSAT or DSAT , but that was manageable and escalated so fast and it gets resolved in no time

Kustome review

Commenti: Best to use on all aspect of email sending and communication with other employees or customer

Aspetti positivi:

Easy to use and navigate, user friendly and fun to use

Aspetti negativi:

None so far, it is more comfortable using rather that zendesk

Great platform for consolidating communication channels

Commenti: We are happy with our move to Kustomer as a platform to consolidate all of our communications into a single interface. We can now manage customer communication across our standard service channel as well as social media channels, all from a single area.

Aspetti positivi:

Single pane of glass for our agents to serve customers. We can provide a comprehensive history of the user for all support-related requests out of the box, and are able to integrate with our other platforms to show additional items such as order history.

Aspetti negativi:

As is typical some features were oversold and did require additional time and energy to implement. Differentiating the incoming email channels was a pain point.

Great software and integrations

Aspetti positivi:

It is an easy platform to deal with customer's requests, and you can integrate different channels, such as email and Social Media, all in one platform.

Aspetti negativi:

Nothing bad to mention. Great software and integrations.

Kustomer: all your conversations in one hassle-free location

Commenti: The platform can be tricky to learn (depending on each person's learning curve), especially for businesses that are new to customer service software or the world of online business in general.
Still, this one provides the tools required to deliver great customer service and that'll benefit you for a long time

Aspetti positivi:

With this tool you have a complete timeline of all the interactions with the customers, no matter it is a chat, an email, or a SMS. It helps you understand the issue at hand and provide support that truly meets the demands of the customers. Additionally, all the queries are displayed in one panel, so there won't be any duplicates. It provides a centralized location for managing customer conversations. It also supports integration with other tools and platforms, such as messaging apps, and Shopify

Aspetti negativi:

The pricing might be on the higher side. If the company has a low budget it might not be recommended to splurge on this app. However, if you're looking for an app that can organize your conversations and have visibility on them at all times, I'd totally suggest taking kustomer into account

Kustomer is very helpful as it is linked to our tools

Aspetti positivi:

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.

Aspetti negativi:

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.

Great tool, but could use some improvements

Commenti: Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen.

Aspetti positivi:

I love Kustomer's tag management, snooze statuses, and the ability to move and merge tickets. It is definitely one of the more robust customer support tools with lots of great features.

Aspetti negativi:

- Glitchy at times, like their redaction feature stopped working as it should and chats were coming in after the set business hours - Shortcuts are hard to search. You search by the shortcut name, but would be great if you could do filtered searches or search by the body of the shortcut - It's hard to also download shortcut data - Unlike Zendesk or Gmail, you have to navigate to the customer's profile before starting an outbound contact

Highly suggested tools

Commenti: My over all experience on Kustomer was very good it was highly suggested.

Aspetti positivi:

On our job we've used this tool every day we cannot do our job if this tool was not pull up because we are customer service representative. its very helpful to us to tract some ticket that we did

Aspetti negativi:

My least like about this tools is it was very easy to use you can tract all of the information on time.

Highly customizable customer support experiences

Commenti: I love it! I am experiencing Kustomer withdrawal now so thought I would hop on here to share my appreciation to this robust and helpful platform. I wish we hadn't transitioned away. I understand it had to do with costs.

Aspetti positivi:

What I liked best is how it adapted to our unique needs! The fact that we could see EVERY client interaction within their own timeline has saved me from making mistakes more times than I could count. You can also move tickets/emails between timelines, so it's easy to keep everything organized. When working on a team where more than a single agent works simultaneously in the same email box, Kustomer shows you exactly who is handling what, which is also a huge time saver. No more constant back and forth with your team to fiure out who is doing what! We recently transitioned away from this solution and I couldn't miss it more.

Aspetti negativi:

There's a bit of a learning curve when you are first setting it up and using it, but that's true with most of the similar softwares. Forwarding emails is also a bit counter-intuitive but I understand they have it in their radar to fix this.

Kustomer as your ticketing application

Commenti: So far the experience with this application is still good and it is still recommended. It helps organize and make tasks easier.

Aspetti positivi:

We use Kustomer for ticketing on emails and tickets relating to calls. It is valuable as we notate every interaction to assist customers on this application. This makes it easier to backtrack and review every customer interaction our customers have with us. It is fairly sorted and dated to avoid confusion as well and it is really easy to use!

Aspetti negativi:

I experienced some flaws on the application mainly when merging tickets. Sometimes when we receive a new call, it will reroute even though we are still engaged on a different ticket, making it chaotic and sometimes you'll commit mistakes with merging the wrong ticket. It is inconvenient to split tickets on this application

This platform prioritize the customer care

Commenti: Kustomer supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers.

Aspetti positivi:

What I like about Kustomer is that it supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers.

Aspetti negativi:

There is nothing bad to say about it. It works perfectly if you work for an outsourcing company.

Kustomer Review.

Commenti: I would give it a 7 because the website freezes very often. Overall, the website is nice, easy to respond to messages.

Aspetti positivi:

The interface is nice to look at, the night view is very nice if you spent more than 3 hours answering emails. Features like AHT are very accurate. The yellow Notes are excellent to communicate with other teammates.

Aspetti negativi:

The website stops working very often and you cannot receive or send emails or any other way of communication that you're using to reach out to customers.

Kustomer Feedback

Aspetti positivi:

I love how the calls are being recorded in Kustomer to allow us to open one tool in terms of reviewing our agent's customer interaction. This saves our time and space in a call center set up. Unlike other accounts where they have different tools in reviewing the interaction and getting the calls of their agent, Kustomer has it all!

Aspetti negativi:

There are times that Kustomer Raw Data will not reflect the UJET Rated surveys and this gives us some challenges in locating it. But over all, this is a great tool!

Chats, Emails and data - together

Commenti: Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good.

Aspetti positivi:

I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms.

Aspetti negativi:

I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it).

My Kustomer experience.

Commenti: We're really happy that we used Kustomer as one of our tools. Easy, fast and reliable.

Aspetti positivi:

Kustomer is easy to use. This is the tool that we used on our daily work. Fast and reliable. It gives real time update.

Aspetti negativi:

On my experience, I don't have cons when using Kustomer. Since this is the tools that we usually use specially when solving the concern of our customers.

Best software to organize database and get in touch with our Customers!

Commenti: Multi purpose software, I feel like we are getting more than we are paying for!

Aspetti positivi:

Multi purpose software, I feel like we are getting more than we are paying for

Aspetti negativi:

None, I cannot think or see any reason to dislike this software

Kustomer will definitely complement the service you're providing to your customers. Great tool!

Commenti: Great experience with Kustomer, I love the way this software allows you to manage your tools, organize your tickets, and provide a good customer service!

Aspetti positivi:

Amazing organizer, and efficient tool to quickly solve tickets via Live Chat, Email and Phones!

Aspetti negativi:

Not a big deal really, but as a chance to keep improving I think it could have a few more features...

I think that Kustomer is one of the best softwares used for customer service

Aspetti positivi:

How easy is it to use to help Customers either through calls emails or chats and that we can integrate it with too many different softwares to help the customers quickly with their inquiries

Aspetti negativi:

that it sometimes takes time for the report exported to be sent to your email and sometimes I have to export it again as it may not arrive.

My amazing experience using Kustomer.

Commenti: Kustomer is just amazing. I use this platform daily for communicating processes and notifying decisions to our customers and agents.

Aspetti positivi:

I love that Kustomer is really amazing when communicating with customers and also is awesome when you need to have communication with your co-workers in the company. I recommend Kustomer to everyone.

Aspetti negativi:

I don't have any negative to say about it.