Last Updated: April 2024
Hey there! Looking for insights on Kustomer reviews, pricing, and features? You’ve come to the right place.
Kustomer is a customer service platform known for its comprehensive features and excellent user reviews. With a powerful set of tools and a user-friendly interface, it helps businesses streamline their support operations and enhance customer satisfaction.
Did you know that Kustomer has an impressive customer satisfaction rating of 4.4/5 based on 300+ reviews on G2? Let’s dive in and explore what makes Kustomer stand out!
Kustomer Pros And Cons
First, let us discuss some pros and cons of Kustomer helpdesk software that you need to know:
Pros:
- Comprehensive Features: Kustomer offers a wide range of features including ticket management, customer communication channels, a knowledge base, reporting and analytics, and more. It provides businesses with a holistic solution to effectively manage customer support.
- Unified Customer View: Kustomer provides a unified view of customer information, allowing support agents to have all the relevant data at their fingertips. This helps in providing personalized and efficient support, leading to improved customer satisfaction.
- Automation Capabilities: The platform offers robust automation capabilities, allowing businesses to automate repetitive tasks and workflows. This helps in saving time and increases agent productivity.
Cons:
- Complexity for Small Businesses: Kustomer’s extensive feature set can be overwhelming for small businesses with limited resources. It may require additional time and effort to fully set up and customize the software according to specific business needs.
- Learning Curve: Due to the platform’s advanced functionality, there might be a learning curve for new users. Training and familiarization may be necessary to utilize all the features effectively.
- Pricing: Kustomer’s pricing may be a consideration for some businesses, especially for smaller organizations or startups. The pricing can fluctuate based on the chosen plan and the number of users, leading to varying costs.
It’s important to note that the pros and cons mentioned above may vary based on specific business requirements and preferences. We recommend you read thorough the end of this article to learn more of its pricing and features in detail. Also, always consider a trial or demo of the software before making a decision.
Kustomer Reviews On Pricing And Features
Pricing (Rating ⭐4.4/5, 384 Reviews)
Currently, Kustomer offers two main pricing plans: Enterprise and Ultimate.
Let’s dive into a brief description of these plans:
1. Enterprise Plan:
Kustomer’s Enterprise plan is designed for larger businesses with complex support needs. It offers a comprehensive set of features, including advanced analytics, customizable workflows, AI-powered automation, and unlimited integrations. With this plan, businesses can scale their customer service operations while maintaining a high level of efficiency and personalization.
2. Ultimate Plan:
The Ultimate plan is Kustomer’s most robust offering, tailored for enterprises that require a highly customizable and scalable solution. It includes all the features of the Enterprise plan, along with additional benefits such as priority support, dedicated account management, and service-level agreements (SLAs). This plan is ideal for businesses that demand top-tier support and require tailored solutions to meet their specific requirements.
In addition to the core pricing plans, Kustomer offers various add-ons to enhance functionality and customization options for businesses. These add-ons include:
- KIQ Conversations – A usage-based AI solution for customer service starting at $100/month for 100 conversations.
- API Limit Increase – Increase your API transactions per minute by 1000 RPM for $25/month per user.
- SAML Single Sign-On – Sign in to Kustomer using your custom SAML 2.0 provider at an additional cost of $10/user per month. This add-on is available with the Enterprise plan.
For more customization options, it’s recommended to contact the Kustomer sales team directly through their official website.
User Reviews
“The Cost as Kustomer is a premium solution, and its pricing may be prohibitive for smaller businesses or those on a tight budget.” – a workforce analyst, mid-market.
“The pricing Kustomer advertised briefly for $29/mo was taken down when we tried to change our account to that level. The customer support was slow and unhelpful in our desire to downgrade the account based on our needs. I would recommend going elsewhere.” – Luke P, small business.
Also, read 9 Best Kustomer Alternatives & Competitors
Features (Rating ⭐4.4/5, 384 Reviews)
Let us now discuss some key features of Kustomer:
1. Unified Customer View:
Kustomer provides a single, centralized view of each customer’s information, including interactions, order history, and contact details. This allows your support agents to have a complete understanding of the customer’s journey and provide personalized, efficient support.
User Review:
“Offers a unified view of customer interactions, allowing businesses to have a comprehensive understanding of their customers. User-friendly interface with a modern design.” – Technical support specialist, mid-market.
2. Omnichannel Support:
With Kustomer, businesses can manage customer interactions across multiple channels, including email, chat, social media, and phone, all within one platform. This enables seamless communication and ensures consistent support experiences for your customers.
User Review:
“Kustomer is a great omnichannel CRM. It’s really streamlined. I love the VERY in-depth reporting! No other HelpDesk or CRM has such thorough reporting.” – Jisselle B.
3. Automation and Workflows:
Kustomer offers robust automation capabilities to streamline repetitive tasks and workflows. Using this functionality, you can automate processes such as routing, tagging, and response templates, freeing up agents’ time to focus on more complex customer issues.
User Review:
“Kustomer’s automation and AI-powered tools can handle routine tasks, such as triaging and categorizing inquiries, freeing up agents to focus on more challenging customer issues. Kustomer’s customizable workflows enable businesses to streamline their processes and reduce response times, leading to faster and more efficient customer interactions.” – a workforce analyst, mid-market.
4. Reporting and Analytics:
The platform provides in-depth reporting and analytics to track key metrics, monitor team performance, and gain insights into customer behavior. These analytics help you identify trends, optimize operations, and make data-driven decisions to improve customer support.
User Review:
“It needs some improvements when it comes to reporting the real accurate time of receiving the chats or the emails as most of the time, it is not accurate.” – a verified user, mid-market.
5. Customization and Integrations:
Kustomer allows you to customize the platform according to your unique needs and preferences. Additionally, it offers a wide range of integrations with other tools and systems, allowing seamless data flow and enhancing overall efficiency.
User Review:
“Integration with other tools is extremely easy and useful.” – a verified user in consumer services, enterprise market.
“We were trying to solve the issue of Shopify integration within a helpdesk platform where Kustomer was quite handy but didn’t exactly hit the whole mark that we were hoping for.” – Director of Customer Service, mid-market.
6. Self-Service and Knowledge Base:
This software enables you to create a self-service portal and a knowledge base, empowering your customers to find answers to their questions independently. This reduces the number of support inquiries and provides customers with instant access to relevant information.
User Review:
“It provides some good options like knowledge bases and fast macro utilization.” – a verified user.
7. Collaboration and Teamwork:
Kustomer facilitates collaboration among support teams with features such as internal notes, mentions, and assignments. Agents can work together efficiently, share information, and provide a unified response to customer queries.
User Review:
“Collaboration capabilities make all team members work together on the tickets, saving time and effort.” – a workforce analyst, mid-market.
These key features of Kustomer help you deliver exceptional customer support, streamline operations, and enhance overall customer satisfaction.
Also, read Intercom vs Kustomer Comparison: Which One Is the Best for You?
Overall Assessment
In conclusion, Kustomer is a robust customer service platform that offers a comprehensive set of features to streamline support operations and enhance customer satisfaction. Using its unified customer view, automation capabilities, and omnichannel support, businesses can provide personalized and efficient support across various channels.
“With the global customer experience management market expected to skyrocket from $16.91 billion in 2023 to a projected $52.54 billion by 2030, it’s evident that investing in robust solutions is crucial for organizations looking to meet rising customer expectations and drive sustainable growth.
If you are running an e-commerce business, then we suggest you explore Saufter, an e-commerce specialist software. Unlike Kustomer, this tool integrates easily with e-commerce sites like Shopify, Magento, and more, unifying your e-commerce support operations from one place.
Additionally, it helps you turn most of your support scenarios into self-service options by automating returns/exchanges, order updates, etc. Plus, you can provide seamless omnichannel support via phone, live chat, and social media channels. And the best part is, it offers affordable and flexible pricing options.
There is a 15-day free trial available on their website, by using which, you can test the helpdesk software in real-time. No credit card info is needed.
