Kustomer Reviews & Product Details

What I like best about Kustomer is its unified and intuitive customer support platform that brings together conversations across multiple channels into a single, streamlined view. This allows support teams to deliver faster, more personalized service without switching between tools. The platform’s timeline-based interface provides valuable context on customer interactions, enabling agents to respond more efficiently and empathetically. Additionally, its automation features, such as workflows and AI-powered suggestions, help boost productivity while maintaining a high-quality customer experience. Overall, Kustomer stands out for combining CRM functionality with robust support tools in a user-friendly package. Review collected by and hosted on G2.com.

While Kustomer offers a powerful and user-friendly platform, one area that could be improved is the reporting and analytics functionality. Although the system provides valuable insights, creating custom reports can sometimes be complex and less intuitive for non-technical users. Additionally, occasional system performance lags during high-volume periods can impact efficiency. That said, these are areas that could be refined further, and they do not outweigh the overall benefits of the platform. Review collected by and hosted on G2.com.

I like that Kustomer that you can put all customer interactions in one timeline. You can see messages from every channel together, and you can also add data from your own sources there.

What you will really like about Kustomer is its integration and automation power. With Workflows you can do almost anything you need. The APIs are also very flexible — you can bring your own data into Kustomer, and you can also take Kustomer data out without any problem.

The interface is easy for your agents to use, and you can segment your teams and transfer interactions between them in a way that feels really seamless for customers. Review collected by and hosted on G2.com.

The biggest weakness of Kustomer is reporting. The general reports are not flexible and I cannot adapt them to my needs. The custom reports also have several problems: they cannot be sorted or grouped in folders, they don’t allow me to cross information between customers, conversations, and messages, they are limited in the amount of data per report, and when shared as PDF they often show incomplete information. In the end, the only real solution is to export the data and build dashboards outside the application.

In addition, several times they have announced changes in their pricing models with very short notice, and that does not feel right. Review collected by and hosted on G2.com.

I really appreciate how intuitive and customizable Kustomer is. It makes managing customer interactions seamless by keeping all communication channels in one place, which improves both efficiency and response quality. The automation tools and robust reporting also help our team stay on top of performance and deliver a better customer experience." Review collected by and hosted on G2.com.

"While Kustomer is a powerful platform, it can sometimes feel a bit complex to navigate, especially for new team members. Certain features require a learning curve, and occasional performance lags can disrupt workflow. Improved onboarding resources and faster load times would make a big difference." Review collected by and hosted on G2.com.

Kustomer is a very powerful and user-friendly tool. It offers flows that allow us to highly customize the customer experience and the routing to service advisors. It helps us a lot in managing traffic. I also want to highlight that their technical support is very fast when errors or difficulties arise, providing immediate attention, which we truly value. Review collected by and hosted on G2.com.

What I like the least is that, although Kustomer is very customizable and we can handle almost everything through flows or the available tools, when something cannot be achieved with the current features, the process to have new developments or custom implementations is a bit slow. Review collected by and hosted on G2.com.

I've been on the hunt for a customer service platform that can keep up with our dynamic needs, and Kustomer has proven to be an exceptional solution. Unlike other systems that feel clunky and fragmented, Kustomer's single-timeline view of the customer journey is a game changer. We can now see every interaction—from emails and chats to social media messages and purchase history—in one unified place. This holistic view has empowered our support team to resolve issues faster and provide a more personalized, empathetic experience. Review collected by and hosted on G2.com.

For my experience using Kustomer, I don't think that there is a thing that I don't like with this tool, it really helps me a lot and easier. Review collected by and hosted on G2.com.

Kustomer has an intuitive interface that makes managing tickets straightforward. I particularly appreciate the dark mode feature, which reduces eye strain during long hours of work. The platform also allows for customization of notification sounds, giving me more control over alerts. Additionally, the undo send feature is very useful, helping prevent errors and providing flexibility when communicating with customers. Overall, these features make the user experience smooth and efficient. Review collected by and hosted on G2.com.

There are a few issues that affect productivity. Sometimes, the system shows full capacity (3/3), but only two tickets appear in my inbox. To resolve this, I need to log out and back in, which can unintentionally unassign tickets that are not showing. This interrupts workflow and slows down handling times. Another persistent issue involves text formatting: when copying and pasting paragraphs into the message box, the spacing between paragraphs is lost, requiring manual correction. This also impacts average handle time. I reported this formatting issue last year, but it has not yet been resolved, which is frustrating. Review collected by and hosted on G2.com.

From my team perspective, I like most or best about kustomer is automation and team's work allocation also about the feature that allow us to directly reach out to our customer directly for any further query by using kustomer CRM tool and this also helps us to keep a record and specially easy to understand their UI/UX and navigation. Review collected by and hosted on G2.com.

I dislike the kustomer in one way as there are two options reply and notes, and we analyst tend to reply sometime related to customer query and save notes for another team as well which is crucial or information for another team but sometime instead of saving as notes we clicked on reply and important stuff sent to customer which is not relevant to customer yet crucial to team. Review collected by and hosted on G2.com.

What I like best about Kustomer is its customer-centric approach to service. Unlike traditional ticketing systems that focus on individual support cases, Kustomer organizes everything around the customer themselves. This means that a service agent can see a complete, chronological timeline of all a customer's interactions—emails, chats, social media messages, phone calls, and even past purchases—in a single, unified view. Review collected by and hosted on G2.com.

A common complaint is its complexity and steep learning curve, which can be overwhelming for new users or smaller teams. While it offers a wide range of features, this can lead to underutilization and a perception of being "too much" for businesses that don't require its full capabilities. Furthermore, some users have reported issues with slow performance, occasional technical glitches, and a less-than-intuitive interface for certain backend and reporting functions. Review collected by and hosted on G2.com.

Kustomer excels at bringing together all customer interactions—across email, chat and phone into a single, comprehensive timeline. This gives agents full context about the concern, helping them deliver personalized and efficient support without jumping between tools. Review collected by and hosted on G2.com.

Customer's interface is complex and challenging to navigate, especially for those new to advanced CRM tools. This complexity can lead to a longer onboarding process and may require dedicated training resources. Review collected by and hosted on G2.com.

One of the strongest aspects of the Kustomer platform is its ability to provide a truly unified view of the customer. By consolidating all interactions—across email, chat, SMS, and social—into a single timeline, it allows our team to quickly understand the full context of a customer's history without toggling between systems. The platform’s powerful automation tools have also helped us streamline repetitive tasks freeing up our team to focus on higher-value interactions.

Kustomer has helped us deliver more personalized, efficient, and consistent support experiences. Review collected by and hosted on G2.com.

Customizing routing rules required more manual configuration than expected, and we ran into limitations. As a result, we occasionally saw inefficiencies in how work was distributed, leading to delays in response time or uneven workloads across the team. For a platform positioned as a modern, intelligent support solution, we had hoped for more robust and dynamic routing functionality out of the box.

We are new to the platform, so still working out the bugs. Review collected by and hosted on G2.com.