Very happy Kustomer! (HA get it?)

Publié le 01/08/2018
Meagan M.
Head Of Customer Experience
Internet, 51-200 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
3 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: 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.

Avantages: 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.

Inconvénients: 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.

Réponse de l'éditeur

envoyé par Kustomer le 01/08/2018

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

smooth, efficient, what more could you ask for?

Publié le 17/07/2019
Jessie B.
Fit Stylist
Services aux consommateurs, 201-500 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: I have had a great overall experience with Kustomer. It has helped us grow within our customer interactions and aid us with information to be of more assistance. I feel like this program is amazing for all contact center to utilize.

Avantages: I like how this software merges all contacts with customers, all contact are within one pager per customer so you can see when they reach out, how many times and even incorporates our ratings for the interaction. We even have access to orders the customer has placed which has eliminated the need to have multiple tabs open. We have the ability to see ho much they have spent with us as well, it makes our job so much easier and gives us access to information more quickly. I also enjoy the different statuses that we can be in to let our managers know what we are doing and to track our efficiency.

Inconvénients: I do not like how sometimes near then end of my shift this program shuts down, and causes me to have a delay in my work day and even interacting with customers. I also don't like the generic names it gives people contacting us prior to them identifying themselves. An example of theses are (purple compass, green broom, silver basket) basically a color and an object to identify customers.This program also opens a new tab to be available to customers with amazon connect, this forces us to have another tab open causing our screens to be cluttered.
I do not like how free trials of expanding text programs fo not work within this, you have to pay for the ability to use the specific program I am referring to, so then we had to find a less efficient program to assist with expanding our text. Also a grammar program we used doesn't link up with this either.

Helps you to resolve work related tasks

Publié le 28/03/2019
Armend P.
Digital Marketing
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Kustomer is one of the main tools of every company. You can keep track of your employees and all the information with the partners and customers. Overall it's a great product.

Avantages: Kustomer is a great tool and software that every company should have. Before Kustomer we were using different softwares and admin but after we started to work in Kustomer we realized how much efficient and easy Kustomer was. This software is part of our daily job where we communicate with our colleagues and solve different tickets and issues. Kustomer allows you to send sms and emails to your partners and customers and keep track of all information in one place.

Inconvénients: So far everything seems to be working fine maybe Kustomer should improve the dropdowns a little bit but so far everything is good.

Great CRM Software

Publié le 06/06/2019
Aleksandar M.
Data Analyst
Services aux consommateurs, 201-500 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: We use Kustomer as the main tool for tracking our workflow, and customer relations, as it has a great ticketing system. As a company with lots of teams, it helps us a lot with our day to day work.

Avantages: There are lots of CRMs out there, but one of the things that separate Kustomer out of the bunch is its internal conversation system. It helps us connecting business to the customer as well as employee to employee with its powerful ticketing system. The communications with the customers are integrated and tracking of the product and workflow is so easy.

Inconvénients: It has a steep learning curve, at first glance, it is very confusing to the new employees. Also, Kustomer needs to improve on its reporting tools and options, it is very annoying having to enter the date every time you change something in the report.

Customer and Consumer Tracking

Publié le 06/06/2019
Petar P.
Data Analyst
Services aux consommateurs, 201-500 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
3 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: As a user that depletes the reporting resources to the max i sometimes find it hard to finish a request with only one report, meaning i would need to create 2-3 reports to present the final result.

Avantages: I like how seamless is the maneuvering between the consumer tasks and the customer tasks. Since we are a consumer service company, we have customers that use our services and we serve also the customers of our customers. :)
So having all that in one place is awesome.

Inconvénients: Using the in app reporting tool can be a bit tricky. It doesn't give you all the freedom like you would have when you would be querying the data yourself. It lacks advanced filtering and grouping of reports.

Fast, and factual customer support!

Publié le 10/01/2018
Dave W.
Founder and CEO at Priority Bicycles
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: Kustomer brings together so much relevant information for us, in a single and quickly actionable workspace. We are presented with all of the data in one place, all interactions across SMS, Chat, Phone, Email and Shopify sales - allowing us to quickly understand the customer need, and respond. We give great pride in responding to customers quickly with accurate information - Kustomer enables this. Also, anytime we've had a question or needed help, Kustomer has been there for us, quickly, and with a smile!

Inconvénients: The mobile client is really good, yet it needs to catchup with the desktop in terms of speed/usability.

Kustomer with a K

Publié le 14/10/2019
Sean K.
Project Lead
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: It is a good solution for your ticketing needs, overall it meets my needs

Avantages: I'm using Kustomer at my current job for 2+ years now and I can't complain. It offers a good solution if you are in search of a ticketing system, provides tracking and it can integrate with quite few products. It's fairly easy to learn for new users and offers good support service.

Inconvénients: The layout can be confusing and sometimes I'm experiencing lag, but not other major issues worth mentioning

Ease of use

Publié le 13/03/2019
Michelle N.
Growth Specialist
Services et technologies de l'information, 501-1 000 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
3 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: So far it`s been amazing. Kustomer is literally an all round player giving me options to deal with tasks and resolve issues for my clients while also having the option to communicate with them in a subtle and professional way. We have multiple departments within the company i work for and assigning the task to the appropriate team/department is super easy. Can`t be happier with it.

Avantages: It literally answers any company`s needs by the level of customization available. It has a great ticketing system used for assigning tasks or tickets at each company level. The possibility of assigning tickets with different priorities is also one of the things that i love. It is a all in one tool for partner/client communication by text or email which is absolutely amazing.

Inconvénients: The bugs that appear from time to time. The small lags when working.

Improving our customer service!

Publié le 02/04/2019
Allie A.
Senior Sales Executive
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Kustomer has helped build stronger customer relations

Avantages: Kustomer has given our team much needed insight on our partners, and makes it easy to review and communicate. It has helped increase capacity, and increase resolutions!

Inconvénients: The software took a little time to learn personally, but this is normal with any new software! It is still easy to learn and manage.

Efficient problem solving tool

Publié le 28/03/2019
Utilisateur vérifié
Marketing Representative
Produits alimentaires, 501-1 000 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: I work in an app which helps local pizzerias drive more business. So whenever an issue comes up, it goes to my Kustomer account, it's perfectly accessible, problem solving tool which puts my everyday life at ease. You can even snooze the tickets and solve them another day!

Inconvénients: Sometimes you might create a ticket by a mistake and you cannot delete it, that's the only thing that's bugging me.

Super flexible solution with lots of potential

Publié le 24/12/2018
Utilisateur vérifié
Post Wedding Specialist
Photographie, 51-200 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
4/5
Note globale
3 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
3 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Used Kustomer for client success and customer service in different SaaS companies.

Avantages: Kustomer is very adaptable, and I think it has a big potential to cover the mail-tracking needs of large remote teams. I love the way inboxes can be shared while still being able to know who did what, when, and communicating between team members through notes. I also find the option to include different kinds of "events" and objects that are not just emails to a thread is incredibly handy in tracking the progress of support tickets.

Inconvénients: It's not the most user-friendly email tool I've used. It takes quite a bit to get used to the different functionalities it has, and searching for emails can be quite a task (I miss some of the regular gmail tools!). Sometimes a rule set incorrectly can cause emails to skip the inbox which results in fuming clients. Other than that.. it's a solid tool.

Compact product. Highly recommended.

Publié le 27/03/2019
Luna B.
Growth Representative
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: How organised it is. And how organised keeps the workflow. Amazing asset for big companies.

Inconvénients: At times, dropdown categories tend to get confusing.

Amazing!!

Publié le 21/03/2019
Mia M.
account manager
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Overall, the whole experience is awesome and I would highly recommend it to anyone.

Avantages: It has awesome features and I cannot even tell how easy it is to use.

Inconvénients: Nothing, everything works great, I love it

Amazing CRM tool aggregating all communications around the customer

Publié le 10/01/2018
Rhett A.
Operations Leader
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix

Avantages: Every communication from all mediums is nicely organized so you can see everything about the customer. Phone, email, SMS, FB messenger, email, all with great integrations!

Inconvénients: Mobile version could be improved but I may be one of the few using it on the run. If there was a mobile app one day, it would be incredible!

Very helpful platform

Publié le 11/01/2018
Daisy B.
Phone Order Transmission Team Lead
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: Having the possibility to enter internal and external notes. Being able to generate different reports as well as combining different types of conversations such as emails, texts etc.

Inconvénients: Experiencing some outages (such as delayed emails) but this issues seems to be happening less lately.

It's an awesome app! User friendly and easy to use.

Publié le 23/06/2018
Rachelle S.
CSR
Mode et vêtements, 2-10 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: It's easy to navigate around, very comprehensive, user friendly, helps us a lot especially with the templates.

Inconvénients: Sometimes it goes so slow especially when creating a new message and the new field doesn't pop- up right away.

Kustomer is great for work

Publié le 01/04/2019
Leah A.
Sales
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Its great for the business im in, i can keep tabs of what is going on with every specific shop

Avantages: Its great to keep everything organized and send tickets to the correct teams

Inconvénients: It logs out itself after a little while of not being active

Easy to navigate - even easier to train new staff.

Publié le 11/07/2019
Jendayi S.
Operations Associate
Traduction et localisation, 13-50 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: The interface is super user-friendly, making it very easy to get a new employee familiar with the software quickly.

Inconvénients: It has moments where it lags & it's tough to get real help from customer support.

Essential for any customer care/service team

Publié le 14/12/2018
Utilisateur vérifié
Product Manager
Services aux consommateurs, 51-200 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
4/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: How easily you can track every action/communication that is done by a customer. Having the timeline with everything in one place eliminates need to search to piece together a customer's history. Also can manage integrations with internal software pretty well

Inconvénients: Not super intuitive for new users how it works. The search function is also not the best

Solid Software

Publié le 31/08/2019
Utilisateur vérifié
Sales Associate
Mode et vêtements, 201-500 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: I like that Kustomer allows you to assign tickets, and make internal notes while also responding externally to customers.

Inconvénients: I am a new user, so I sometimes find the interface to be a little confusing and hard to switch between views or find an old ticket. However, that could just be because I am new to the program.

perfect to use for work

Publié le 02/04/2019
Seth P.
MDR
Produits alimentaires, 201-500 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: it has everything you need in one place, easy communication great for workplace

Inconvénients: none cons for now, everything works great

Good experience, with options to improve

Publié le 18/01/2018
Elmedina B.
LMT
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur 
3/5
Note globale
5 / 5
Facilité d'utilisation
2 / 5
Fonctionnalités
3 / 5
Support client
3 / 5
Rapport qualité-prix

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

Inconvénients: - 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