Opiniones de Kustomer

Kustomer is a great omnichannel CRM!

Comentarios: 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.

Puntos a favor:

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!

Puntos en contra:

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

Effective, easy to use, and user-friendly!

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Great Tool for Customer Service and Help Desk

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

Puntos a favor:

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.

Puntos en contra:

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.

Kustomer is very helpful as it is linked to our tools

Puntos a favor:

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.

Puntos en contra:

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.

Highly Configurable Customer Chat Tool

Comentarios: Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to
issues that we have with the tool. Their SDKs leave a bit to be desired though.

Puntos a favor:

Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools.

Puntos en contra:

The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point.

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

Puntos a favor:

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.

Puntos en contra:

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.

Kustomer was a great move!

Comentarios: I like the social media integrations, aircall integration, calendly integration. I can get everything in one place, which helps my CS team to be more efficient daily. The support we have received from the Kustomer team has been outstanding, and they are always available when we need them. The setup was thorough and complete.

Puntos a favor:

I like that I can find my customer information all on one easy-to-read customer tab. I like the robust search function to see conversations that I need.

Puntos en contra:

I have not used my knowledge base yet after already using the product for over five months. Customer service has been great in trying to find a solution for us, though.

Ease of use

Comentarios: In my whole stay in my current company which is IntouchCX , the overall experience is superb.

Puntos a favor:

We were able to manage our calls and email effectively, we could easily create a follow up with our client since the ticket will remain on agent's bucket for a long period of time.

Puntos en contra:

As a Subject Matter Expert, we sometimes look for our agent's survey may it be a CSAT or DSAT , but that was manageable and escalated so fast and it gets resolved in no time

Kustome review

Comentarios: Best to use on all aspect of email sending and communication with other employees or customer

Puntos a favor:

Easy to use and navigate, user friendly and fun to use

Puntos en contra:

None so far, it is more comfortable using rather that zendesk

Great tool, but could use some improvements

Comentarios: Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen.

Puntos a favor:

I love Kustomer's tag management, snooze statuses, and the ability to move and merge tickets. It is definitely one of the more robust customer support tools with lots of great features.

Puntos en contra:

- Glitchy at times, like their redaction feature stopped working as it should and chats were coming in after the set business hours - Shortcuts are hard to search. You search by the shortcut name, but would be great if you could do filtered searches or search by the body of the shortcut - It's hard to also download shortcut data - Unlike Zendesk or Gmail, you have to navigate to the customer's profile before starting an outbound contact

Very happy Kustomer! (HA get it?)

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Kustomer: all your conversations in one hassle-free location

Comentarios: 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

Puntos a favor:

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

Puntos en contra:

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

Centralized Customer Interactions

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

smooth, efficient, what more could you ask for?

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Highly suggested tools

Comentarios: My over all experience on Kustomer was very good it was highly suggested.

Puntos a favor:

On our job we've used this tool every day we cannot do our job if this tool was not pull up because we are customer service representative. its very helpful to us to tract some ticket that we did

Puntos en contra:

My least like about this tools is it was very easy to use you can tract all of the information on time.

Highly customizable customer support experiences

Comentarios: I love it! I am experiencing Kustomer withdrawal now so thought I would hop on here to share my appreciation to this robust and helpful platform. I wish we hadn't transitioned away. I understand it had to do with costs.

Puntos a favor:

What I liked best is how it adapted to our unique needs! The fact that we could see EVERY client interaction within their own timeline has saved me from making mistakes more times than I could count. You can also move tickets/emails between timelines, so it's easy to keep everything organized. When working on a team where more than a single agent works simultaneously in the same email box, Kustomer shows you exactly who is handling what, which is also a huge time saver. No more constant back and forth with your team to fiure out who is doing what! We recently transitioned away from this solution and I couldn't miss it more.

Puntos en contra:

There's a bit of a learning curve when you are first setting it up and using it, but that's true with most of the similar softwares. Forwarding emails is also a bit counter-intuitive but I understand they have it in their radar to fix this.

Kustomer as your ticketing application

Comentarios: So far the experience with this application is still good and it is still recommended. It helps organize and make tasks easier.

Puntos a favor:

We use Kustomer for ticketing on emails and tickets relating to calls. It is valuable as we notate every interaction to assist customers on this application. This makes it easier to backtrack and review every customer interaction our customers have with us. It is fairly sorted and dated to avoid confusion as well and it is really easy to use!

Puntos en contra:

I experienced some flaws on the application mainly when merging tickets. Sometimes when we receive a new call, it will reroute even though we are still engaged on a different ticket, making it chaotic and sometimes you'll commit mistakes with merging the wrong ticket. It is inconvenient to split tickets on this application

Great tool for customer service

Comentarios: Overall I'm pretty satisfied with kustomer, offers a lot of useful tools and reports, it's good indeed but could be even better.

Puntos a favor:

Best part is that the software is easy to get used to. It works great for emails, and live chat, with the ability to have different channels. The supervising tools are awesome as well, you can keep an eye on everything or just use filters to have visibility on something specific. The conversation system is great as well, being able to easily look at previous interactions with the customer helps a lot to understand the whole story.

Puntos en contra:

The downtimes, are quite impactful and sometimes takes a long time to fix it. Another downside is that it's not that good for social media, lacks some key features like gifs. Also if the conversation grows a lot the loading times get a bit longer as well, not too much but definitely noticeable.

This platform prioritize the customer care

Comentarios: Kustomer supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers.

Puntos a favor:

What I like about Kustomer is that it supports multiple communication channels, allowing businesses to engage with their customers across various platforms such as email, chat, social media, and more. This helps in creating a seamless and consistent experience for customers.

Puntos en contra:

There is nothing bad to say about it. It works perfectly if you work for an outsourcing company.

Helps you to resolve work related tasks

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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

Kustomer Review.

Comentarios: I would give it a 7 because the website freezes very often. Overall, the website is nice, easy to respond to messages.

Puntos a favor:

The interface is nice to look at, the night view is very nice if you spent more than 3 hours answering emails. Features like AHT are very accurate. The yellow Notes are excellent to communicate with other teammates.

Puntos en contra:

The website stops working very often and you cannot receive or send emails or any other way of communication that you're using to reach out to customers.

Great CRM Software

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Kustomer is a really awesome workpartner!

Comentarios: I use Kustomer every day to work. It helps us send internal emails as well as emails to our clients. Kustomer is really effective and easy to use.

Puntos a favor:

I really like using Kustomer. It is so efficient and it is a great helper. Kustomer is fast and easy to use.

Puntos en contra:

So far there is nothing I can say against Kustomer. I am so pleased with the service I received from this product and the service we can give through it.

Excellent Kustomer service you can rely on

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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

Chats, Emails and data - together

Comentarios: Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good.

Puntos a favor:

I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms.

Puntos en contra:

I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it).