Kustomer

Kustomer is a customer service platform that combines CRM, ticketing, and AI features to help companies manage support across channels like email, chat, social, and phone. Its tools include AI-powered automation for resolving issues, workflow automation for repetitive tasks, customizable AI agents, and reporting to monitor service performance. Kustomer also offers self-service options, agent assistance, and data security to support seamless customer experiences.

Founded in	2015
Location	🇺🇸 United States
Founders	Brad Birnbaum

Features

Plans

No free plan available for this product.

Enterprise Plan

Starts at $89 per user/month

◈Omnichannel support (email, chat, SMS, voice, social, WhatsApp)

◈CRM with 360° customer view

◈Business process automation via workflow engine

◈Standard and custom reporting

◈Multilingual support

◈Conversational Assistant Lite (unlimited routing chatbots)

◈Language detection (up to 5 languages)

◈Sentiment analysis

◈Proactive chat and actionable integrations

Ultimate Plan

Starts at $139 per user/month

◈Everything in Enterprise, plus

◈Enhanced routing

◈Real-time dashboards

◈Live agent auditing

◈Unlimited collaboration users

◈Sandbox access

◈Extended API rate limits

◈SAML single sign-on

◈Set allowed IP ranges

Refund Policy

Kustomer lets businesses set their own refund policy, and refunds are processed if the order meets the company’s return and refund conditions, usually within the allowed return window and product guidelines.

Ratings

trustpilot(2.8/5)

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g2(4.4/5)

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capterra(4.6/5)

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Ai Opinion

✦

AI Rating(4.5/5)

Based on reviews from various sources, www.kustomer.com earns a 4.5/5 stars rating.

What users like: Easy navigation of conversation tickets, side panel tools, pre-made email macros, customizable environment, AI features, Shopify integration, in-depth reporting, precise ticket management, user-friendly interface, and centralized team management.

What users don't like: Learning curve for the web interface, difficult integration of SDKs due to poor documentation, latency issues with high user volume, inability to add personal macros, and occasional difficulty in getting information out of Kustomer and into other systems.

Conclusion: Kustomer is highly praised for its ease of use, customization options, and robust reporting features, but some users find the integration process and certain functionalities challenging.

Sources:

Expert Opinion

✎

Expert Rating(4.3/5)

After extensively testing Kustomer, I found it to be a robust, AI-powered customer service platform that brings together CRM, ticketing, and automation in a single, unified workspace. The platform’s user interface is modern and intuitive, making it easy to manage conversations, organize tickets, and access customer information. I particularly appreciated the 360-degree customer view, which lets agents see all interactions across channels-email, chat, phone, and social media-in one place. This holistic approach streamlines support and improves the customer experience. Kustomer’s automation features stand out. The platform allows you to build custom workflows and automate repetitive tasks, which saves time and ensures consistent responses. The AI-powered tools help triage and route tickets, while also assisting agents with suggested replies and next steps. I also found the reporting capabilities to be very comprehensive, offering detailed insights into team performance, customer satisfaction, and support trends. This level of data helps teams identify areas for improvement and optimize their service delivery. Integration with other business tools is seamless, making it easy to connect Kustomer with your existing systems. The ability to leave internal notes and view complete customer histories is especially useful for teams that handle complex or ongoing cases. I noticed that Kustomer is highly customizable, allowing businesses to tailor the platform to their specific workflows and processes. However, there are some areas where Kustomer could improve. The platform can be overwhelming for new users due to its depth and customization options, which may require additional training and onboarding time. Some users have reported occasional latency and minor bugs, especially during periods of high usage. Additionally, Kustomer is best suited for mid-sized to large teams, as its pricing and minimum seat requirements may not be ideal for smaller businesses. In summary, Kustomer is a powerful and flexible solution for organizations seeking to elevate their customer service with AI and automation. Its strengths lie in its unified customer view, advanced workflow automation, and deep reporting. While there is a learning curve, the platform delivers significant value for teams ready to invest in a comprehensive support tool.