Kustomer is a CRM tool that enables users to view all the essential information about their customers. It provides businesses with a full view of every customer’s lifetime, unifying all relevant data, history, apps, and systems. In this article, we cover user reviews and pricing. Ready to get started with Kustomer? Request a demo.
Kustomer pricing is based on two subscription options: Enterprise ($99/user/month) and Ultimate ($169/user/month). The main difference between the plans is access to premium features such as enhanced routing, real-time dashboards, live agent auditing, and more. A one-year contract and eight users are required as a minimum.
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Plans are paid in full at the start of the billing cycle.
A statement of work and an implementation fee may be required for some of the configurations.
Ready to get started with Kustomer? Request a demo.
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What Kustomer Does Well
Users who gave Kustomer a positive review said that it has an intuitive design and easy customizations. They also commended specific features, including advanced searches and templated responses. Efficient customer support was also cited.
One user who gave Kustomer a positive review on Capterra commented that it is not complicated to use, enabling his company to interact effectively with their customers across channels. He also mentioned that he likes how Kustomer support quickly answers queries.
What Kustomer Does Not Do Well
Users who gave Kustomer a negative review said that they would like to see improvements on the software’s reporting features, system shortcuts, and spam requests. Expanded integrations with more third-party apps should also be enhanced.
One user who gave Kustomer a negative review on G2 Crowd said that it bothered him that shortcuts were not implemented, and it lacks a feature to manage spam. He also added that it should be more accessible to other platforms.
Check out the list below of some of Kustomer’s features:
- Contact Management
- Customer Communication Management
- Team Collaboration Function
- Customizable Customer Management Processes
- Task Reminders and Notifications
Top Kustomer Pick from Fit Small Business
6 Best CRM for Small Business in 2019: CRM software helps businesses efficiently manage relationships with customers and prospects using sales pipelines and other organizational tools. We compared more than 20 products offering a range of options to determine the six best CRMs for small businesses in terms of price, features, customization, integrations, and reporting, arriving at the best overall CRM.
How does Kustomer help users provide a better customer experience?
Kustomer enables users to customize their own multi-step automated workflows through the Kustomer Workflow Builder. This helps users communicate and take action to their customers’ needs in a more personalized way.
Can users get data from external services to work with Kustomer?
Yes. Data from external services can be utilized with Kustomer through Custom Objects and Tracking Events to enhance reports.
Here is a list of some of Kustomer’s popular integrations:
Disclaimer: The following information was provided by Kustomer and does not necessarily reflect the views of FitSmallBusiness.com.
What is Kustomer?
Kustomer is the omnichannel customer management platform for enterprises focused on delivering standout experiences – not resolving tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.
Today, Kustomer is the core platform of some of the leading people-first brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice, Stella & Dot, and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.
Kustomer News & Activity
Keep up to date on all things Kustomer by checking out our blog and newsroom. Plus:
Kustomer Customer Service
Kustomer is focused on ensuring that our customers have as outstanding a customer service experience as their customers have with them. Kustomer offers 12/5 support via email and chat with 24/7/365 on-call support for Priority 0/1 production issues. We provide onboarding and integration services to ensure customers realize ROI as quickly as possible.
Kustomer Unique Features
Agents know everything about customers: Through the platform’s extensible data model, Kustomer unifies customer data from any internal or 3rd-party sources, so agents have a holistic view of a customer’s experience. From past conversations to outstanding orders to lifetime spend, there’s no limit to the customer information companies can ingest into Kustomer. Team’s can not only view the data, but take action on it. For instance, if a recent order needs to be returned or a shipping address needs to be changed agents can make that change within the agent desktop.
A single timeline view: All of this customer data is organized and displayed as a single timeline for each customer. Intuitive and fully-customizable, the timeline provides agents an easy-to-use workspace that is a complete and actionable view of a customer’s entire history of interactions with a brand without having to switch tabs. As a result, the timeline puts customers at the heart of the agent experience in Kustomer and enables organizations to take a more customer-centric approach to support.
True omnichannel support: For Kustomer, omnichannel support starts by giving companies the freedom to communicate with their customers how they want via voice, web and mobile chat, email, SMS, and social. But, unlike other solutions it doesn’t end there. Kustomer breaks down the siloed support experiences that typically exist between each channel. By tracking every customer inquiry and agent response on the timeline, regardless of channel, agents can fully understand the nature of the inquiry and reply in real time, even if the customer has switched channels during the process. True omnichannel support in Kustomer is about supporting customers across channels, while having their data and history available for agents to continually progress conversations forward without customers having to repeat information or take any steps back.
Conversations, not Tickets: Customers aren’t a series of issues that need to be resolved as quickly as possible. And their experiences with a company didn’t begin with their latest ticket. While conversations enable robust, information rich case management, the Kustomer approach through conversations is built for the way agents and customers communicate – personal conversations between real people. It’s the reason why the platform is designed to provide agents with a complete timeline of each customer’s experience, so every conversation can be personalized with customer specific data from start to finish and customers never have to feel like just another number while agents resolve their case.
Intelligent Automation & Workflow Orchestration: KustomerIQ brings Artificial Intelligence and Machine Learning to the Kustomer platform to superpower the agent and customer experiences by automating everything, personalizing all interactions, and making everyone smarter. In addition, Kustomer’s workflow engine makes it easy to automate processes or add custom business logic to take full advantage of the Kustomer platform. Workflows are triggered when events occur in Kustomer or any integrated system. Once triggered the workflow then uses multi-step conditional logic/branching to automate processes, such as adding tags, assigning users, creating customers, or even making calls to external systems. Kustomer’s Workflows allow organizations to eliminate tedious and inefficient manual tasks and augment the data stored in Kustomer to ensure teams have all of the information they need. Conditional branching allows for complex decision-making through multiple branches. Unlike many “if this, then that” systems that limit users to a single step, Workflows in Kustomer allows multiple sequences of steps where each step can use the output of any step that ran before it. Workflows are intelligent, extensible (via Apps, Hooks, and REST API calls), and can be augmented by Kustomer apps and custom integrations. If there’s a business process to automate, then there’s a way to achieve it with a workflow.