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Kustomer

Customer Support That Goes Beyond Ticketing

(372 Ratings) Write Review

What is Kustomer and how does it work? Kustomer is an efficient CRM solution that helps enterprises deliver robust support services to their clients. Powered by AI and process automation, the software goes beyond ordinary ticketing systems, standardising repetitive tasks such as contextualising conversations or sending a basic response. Thus enabling the support team to focus their energy on other relevant tasks. The intelligent system identifies subject matter within every inbound conversation and gets individual customers routed to the right resource. It also allows supervisors to track and intervene during live conversations, if needed. With the flexible software, enterprises can allow their customers to reach out from anywhere, at any time, using the channel of their convenience. Further, with Kustomer organizations get access to AI powered productivity tools, which ensures greater levels of collaboration, segmentation and content management. The software provides comprehensive data security through AWS in certified data centres. It applies security checks, third-party monitoring, to endure data security right at the code level as well as through the entire software development process.

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Kustomer Awards

Kustomer Features Show All Features

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

CRM Features

List ManagementList management is a series of procedures for gathering information about subscribers, analyzing their activities, ensuring the validity of their email addresses, cleaning an email list of inactive users, and so on. These steps assist companies in maintaining a healthy email list, which is essential for email marketing success.
Customer SupportCustomer support is a service provided to help customers resolve any technical problems that they may have with a product or service.
Marketing AutomationMarketing automation refers to software frameworks and technologies that help marketing departments and companies market more efficiently across multiple channels online while also automating tedious tasks. Marketing automation assists you in identifying potential buyers and automating the process of cultivating those leads to the point that they are ready to be sold to. It automates behaviors that bring customers to the point where they can be approached directly by the sales team with the goal of closing a deal and beginning a long-term partnership, and the data it collects can help you decide which marketing tactics to use.
Project ManagementProject management is the use of procedures, strategies, expertise, knowledge, and experience to meet particular project goals within agreed-upon guidelines while adhering to project approval requirements. Final deliverables are limited by a finite timeframe and budget in project management.
Product CatalogA product catalog is a type of marketing collateral that lists essential product details that help buyers make a purchase decision. These details include product features, descriptions, dimensions, price, weight, availability, color, customer reviews, and more.
Call LoggingCall logging/recording aids in the management and analysis of the sales calls. It may also allow you to make, receive, record, redirect, and assign ownership to calls, as well as serve as a call logger to ensure that missed calls are never forgotten again. Call logging gives you a better understanding of what's going on with your sales calls.
Contact ManagementThe process of storing, organizing, and monitoring information about your clients, prospects, and sales leads is known as contact management. In its most simple form, an address book or an Excel or Google spreadsheet with entries for all of the people with whom you do business can be used to handle your contact details. Many companies, on the other hand, prefer to use advanced contact management software. This is particularly useful if you have a large number of contacts to keep track of or several people who need access to the information.
Quotes (Proposals)Quotation or a proposal is one which establishes a contractual relationship. A quotation is a supplier`s response to a request by a prospective customer - one legal entity offers a contract to another. The supplier is legally bound to the conditions of his quotation.
Referral TrackingReferral tracking means collecting data across the entire referral process; from a customer registering to become a referrer, to them sharing a referral link or code with their friend, to that friend following that link or using that code to become a customer, or taking any other action that has value to you, like downloading an app — and everything in between.
Lead ScoringLead scoring is a methodology used by sales and marketing departments to rank leads, or prospective customers by assigning values to them based on their behaviour relating to products or services.

Kustomer Technical details

Support	Business Hours Online	Customer Type	Large Enterprises Medium Business Small Business
API		Location / Phone Number	New York, New York / +1 212-497-1188
Deployment	SaaS/Web/Cloud	Official Website	https://www.kustomer.com/
Deployment	SaaS/Web/Cloud	Category	Help Desk Software CRM Software

Kustomer Pricing

Pricing ModelFree Trial , Subscription

Professional

$29 /User/Month

Unlock the power of Kustomer. Get started with all the core omnichannel functionality for small teams up to 10 users.

Features

Email, Chat, SMS, Social, WhatsApp, Self-Service
Voice Provider Integrations
60+ App Integrations
Custom Objects and Attributes
Internal Knowledge Base
Standard Reporting
One-Time Exports
Message Redaction
Google Authentication

Business

$49 /User/Month

Add collaboration users, CSAT, business hours, and custom permissions. With more users, brands, and languages.

Features

Includes features of Professional plan, plus
Collaboration Users and Teams
Business Hours
Multiple Brands and Languages
Business Rules and Custom Integrations
Internal and Public Knowledge Bases
Tracking Events
External REST API Calls
Standard and Custom Reporting
CSAT Measurement and Reporting
Scheduled Exports
Multilingual Snippets, Chat, and KB

Enterprise

$89 /User/Month

Maximize efficiency with SLAs, proactive chat, advanced skill routing, and custom conversation statuses.

Features

Includes features of Business plan, plus
Custom Skill Routing and Proficiency
Service-Level Agreements
Proactive Chat
Knowledge Base Customer Portal
Extended API Rate Limit
Custom Permission Sets
Multiple Business Hours
Conditional Fields
More Brands and Languages

Ultimate

$139 /User/Month

Everything Kustomer has to offer, including advanced team management analytics & routing, real-time insights, and sandbox access.

Features

Includes features of Enterprise plan, plus
Real-time Dashboards
Unlimited Collaboration Users
Enhanced Routing
Live Agent Auditing
Extended API Rate Limit
Set Allowed IP Ranges
SAML Single Sign-On
Sandbox Access

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Disclaimer: The pricing details were last updated on 07/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Kustomer pricing.

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Kustomer Reviews

OVERALL RATING 4.2 Based on 372 Rating(s)

Rating Distribution

Excellent 70.1 %
Very Good 21.8 %
Average 5.4 %
Poor 2.1 %
Terrible 0.6 %

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Kustomer Overview

What is Kustomer?

Kustomer Screenshots

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Kustomer FAQs

Q. What is Kustomer used for?

Kustomer is Help Desk Software. Kustomer offers the following functionalities:

Incident Management
Social Media Integration
Multi-Channel Communication
Macros (Templated Responses)
Document Storage
Customizable Branding
Ticket Management
Surveys & Feedback
Known Issue Management
Knowledge Base
Contract (SLA Management)
Community Forums
Automated Routing
Alerts (Escalation)
Self Service Portal
Live Chat

Learn more about Kustomer features.

Q. What are the top alternatives for Kustomer?

Here`s a list of the best alternatives for Kustomer:

Q. Does Kustomer provide API?

Yes, Kustomer provides API.

Articles on Kustomer

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