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Description de Kustomer

Kustomer est une plateforme de service client omnicanale destinée aux entreprises axées sur la prestation d'expériences exceptionnelles et non sur la résolution de cas d'assistance. Avec son automatisation intelligente intégrée, Kustomer s'adapte aux besoins de tout centre d'appels et de toute entreprise en unifiant les données provenant de sources multiples et en permettant de fournir des services et une assistance personnalisés, continus et rapides.

Qui utilise Kustomer ?

Les moyennes et grandes entreprises. Commerce de détail, marchés, entreprises avec services d'abonnement, soins de santé, finances, services professionnels, logiciels/technologie, grossistes, services logistiques et de transport.

Kustomer Logiciel - 1
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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur Kustomer

Note moyenne

Note globale
4,6
Facilité d'utilisation
4,6
Service client
4,7
Fonctionnalités
4,6
Rapport qualité-prix
4,4

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
69%
4
27%
3
4%
Hamdi
Product Owner (Tunisie)
Internet, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Un Bon CRM

5,0 il y a 3 semaines Nouveau

Avantages :

Je pense que c'est le fait que ce CRM utilise des chatbots et des workflows automatisés pour traiter les demandes répétitives afin de nous faciliter la tâche.

Inconvénients :

C'est le fait que ce CRM est assez limité en mode hors connexion.

Jisselle
Jisselle
Director of Customer Success (Trinité-et-Tobago)
Utilisateur LinkedIn vérifié
Produits alimentaires, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Kustomer is a great omnichannel CRM!

5,0 il y a 3 ans

Commentaires : 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.

Avantages :

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!

Inconvénients :

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

Pamela
Customer Service Representative (République dominicaine)
Services aux consommateurs, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Effective, easy to use, and user-friendly!

5,0 il y a 6 mois

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Fabio
Customer Care Manager (É.-U.)
Hôpitaux et soins de santé, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

My Experience With Kustomer

5,0 il y a 3 semaines Nouveau

Commentaires : It handles all our CRM needs effortlessly and meets needs.

Avantages :

When it comes to handling customer care matters, Kustomer offers great features and is very capable. I like the many CRM features. The tool is easy to use.

Inconvénients :

No flaws whatsoever. It has been amazing.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Gestion de l'enseignement, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great Tool for Customer Service and Help Desk

3,0 il y a 2 ans

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

Avantages :

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.

Inconvénients :

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.

PAULO
CEO (É.-U.)
Télécommunications, Auto-entrepreneur
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

costumer experience at Kustomer

5,0 il y a 2 semaines Nouveau

Commentaires : all my experience was really good and i found out many other

Avantages :

many people experience with bad costumer , im happy finally kustomer take care of it

Inconvénients :

at the begining this was kind of dificult to use it

Alex
IT Service Manager (É.-U.)
Vente au détail, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great platform for consolidating communication channels

5,0 il y a 5 mois

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Jannice Gwen
Subject Matter Expert (É.-U.)
Automobile, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Kustomer is very helpful as it is linked to our tools

5,0 il y a 9 mois

Avantages :

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.

Inconvénients :

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.

Shannen
Owner (É.-U.)
Production alimentaire, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Kustomer review

5,0 il y a 4 semaines Nouveau

Commentaires : Overall experience with kustomer was ok wait time was a little longer then anticipated

Avantages :

Very user friendly app customer service agents are knowledgeable and friendly

Inconvénients :

Couldnt get thru except fir live chat system wasnt connecting properly

Anjal
QA (Népal)
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Good Tool for Customer Interaction

4,0 il y a 2 semaines Nouveau

Commentaires : Great tool for customer interaction and easy to use.

Avantages :

Good customer service, helps to manage tools and helpful in managing customer interaction.

Inconvénients :

Sometimes the responses are delayed and error is occurred.

Miriam
Researcher (É.-U.)
Gestion de l'enseignement, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Kustomer - great

5,0 il y a 2 mois Nouveau

Avantages :

Easy to connect with agents for quick assistance

Inconvénients :

Relatively high cost, sometimes delay using web browser

Emily
Communication Operations Manager (É.-U.)
Loisirs, voyage et tourisme, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

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

5,0 il y a 3 ans

Avantages :

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.

Inconvénients :

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.

Michele
Senior Customer Advocate (Mexique)
Vente au détail, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Kustomer: all your conversations in one hassle-free location

5,0 l’année dernière

Commentaires : 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

Avantages :

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

Inconvénients :

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

Jomasel
Supervisor (Philippines)
Services aux consommateurs, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Excellent Kustomer service you can rely on

5,0 l’année dernière

Commentaires : Perfect tool for providing smooth and swift customer assistance. It also helps us resolve customers issue quickly because it has all the data that we need.

Avantages :

It has all the data on what we need especially when we are assisting callers, all data already included completely. Very detailed and really helpful in pulling up callers information so we efficiently assist them everyday.

Inconvénients :

None as of the moment, never encountered an issue using this tool.

Raine Leonard
Agent (É.-U.)
Services aux consommateurs, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Kustomer Usage

4,0 l’année dernière

Avantages :

The thing that I really like about Kustomer is the way it saves documentation per case and being able to fully utilize its feature regarding about categories in the cases.

Inconvénients :

The only thing that I really hate about the Kustomer is the font sizes. The font sizes are not pleasing to the eyes.

Jonnylou
Agent (É.-U.)
Automobile, 501–1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Kustomer review

5,0 l’année dernière

Commentaires : Over all experience is good, since you can easy access and manage the Kustomer application

Avantages :

You can know if you have ticket since there is a notification.

Inconvénients :

Sometime there is an error with the survey by customer

Maija
Operations Associate (É.-U.)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Centralized Customer Interactions

5,0 il y a 5 ans

Commentaires : Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search.

Avantages :

I like that Kustomer creates a centralized database of customer communications. At a glance, I can see a full history of customer chats, emails and internal notes. I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication. Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible.

Inconvénients :

I least like that some of the icons for different functions look similar, so if I'm looking quickly, I sometimes select the wrong action. For example, the icon to edit customer details looks similar enough to the icon for reassigning a ticket to another team member (both include the outline of a person's head) so at least a few times a week I accidentally select one instead of the other.

Dave
Dave
Founder and CEO at Priority Bicycles (É.-U.)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Fast, and factual customer support!

5,0 il y a 7 ans

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.

Aleksandar
Data Analyst (Macédoine du Nord)
Utilisateur LinkedIn vérifié
Services aux consommateurs, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great CRM Software

4,0 il y a 6 ans

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.

Hassan
Member Experience Associate (Égypte)
Santé, bien-être et fitness, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

A must for Call Centers!

5,0 il y a 2 ans

Commentaires : All-in-one suite for handling everyday interactions from our customers. Simple, easy to use, and fast interface.

Avantages :

Kustomer is quick, easy to use, and gets the job done! I like that it's web based app that provides all-in-one suite for handling customers' e-mails, chats, as well as calls.

Inconvénients :

Sometimes there are outages that destabilizes Kustomer's performance, but they work on resolving them very quickly.

Sean
Project Lead (Macédoine du Nord)
Produits alimentaires, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Kustomer with a K

4,0 il y a 5 ans

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

Allie
Senior Sales Executive (Macédoine du Nord)
Produits alimentaires, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Improving our customer service!

5,0 il y a 6 ans

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.

Luna
Growth Representative (Macédoine du Nord)
Utilisateur LinkedIn vérifié
Produits alimentaires, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Compact product. Highly recommended.

5,0 il y a 6 ans

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.

Daniel
Member Support Plus Associate (Autriche)
Banque, 1 001–5 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

A good platform for customer interaction

4,0 il y a 2 ans

Avantages :

Kustomer is intuitive to use. I love how many options I have when it comes to snoozing conversations. That way they will reappear exactly when you need them. I also like that there is in in-built dark theme and you don't have to waste time looking for Google extensions.

Inconvénients :

While the admin can insert predetermined macros (template messages), it is impossible for you to add personal ones and it is inconvenient to constantly have to get them elsewhere. If the ticket has had too many previous conversations,the interface gets too clustered and confusing.

Leah
Sales (Macédoine du Nord)
Produits alimentaires, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Kustomer is great for work

5,0 il y a 6 ans

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