Overview
What is Kustomer?
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity,…
Flexible, Scalable, and Highly Configurable - jack of all trades, master of many
Kustomer CRM Solution - Great Choice
Honesty At Work!
Treating your customers like people, not tickets
My Kustomer Review
Our day to day lives got easier because of Kustomer, yours probably will too!
Great Customer Service Tool
Kustomer's Customer Review
My Kustomer Review
All the information, all in one place
Super efficient and organized!
My Kustomer Review
My Kustomer Review
Kustomer is a fantastic business solution.
Kustomer satisfaction
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Ticket response (17)9.292%
- Email support (17)9.292%
- Organize and prioritize service tickets (16)9.191%
- Ticket creation and submission (17)8.383%
Reviewer Pros & Cons
Pricing
Enterprise
$89
Ultimate
$139
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $89 per month per user
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.1Organize and prioritize service tickets(16) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.3Expert directory(14) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.5Subscription-based notifications(13) Ratings
Users subscribe to notifications for ticket updates
- 8ITSM collaboration and documentation(13) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.3Ticket creation and submission(17) Ratings
Users and agents can easily enter new support requests.
- 9.2Ticket response(17) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.2External knowledge base(13) Ratings
Customers can self-service by searching through help articles.
- 6.4Internal knowledge base(13) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 8.6Customer portal(11) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.3IVR(10) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7.5Social integration(14) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.2Email support(17) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 9.2Help Desk CRM integration(12) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Kustomer?
Kustomer is a customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer is particularly suited for organizations experiencing high levels of growth, and the influx of customer service requests that come with it.
The Kustomer open CRM platform is designed to minimize costs by acting as a single record of truth, managing and contextualizing data to drive smarter processes that scale business. Kustomer IQ embeds AI throughout the platform to eliminate repetitive tasks, deflect easy questions, and power support experiences that satisfy customers.
Kustomer was acquired by Facebook in late 2020, but spun out in 2023 and re-launched as an independent entity, Kustomer, LLC.
Overview of Kustomer Features
Kustomer allows for efficient customer support through chat, social media, email, form submission, phone call and text. By streamlining all forms of communication through a single platform, Kustomer aims to simplify the experience of agents and customers alike.
With their CRM approach to customer support, Kustomer offers additional features, such as data permissioning that is not present in all help desk applications. With this permissioning, every user can access the data necessary for their role, and more sensitive data can be shielded from those who do not require access.
Customer profiles stored within the system follow a chronological order that includes not only support tickets and previous conversations, but other relevant information such as appointments, order history, shipping information and website visits. This allows agents to gain valuable context and insight and prevents the customer from having to repeat themselves if they are contacting an agent about a previous issue.
Kustomer states that they are a highly customizable product that can be altered to fit the needs of any business. For example, their build your own chat widget allows for customized content across platforms, and allows for more technical users to build their own interface if desired. This customization extends to their pricing as well. Kustomer offers two base products, with additional features offered as add-ons, so that companies are only paying for the features that are the most valuable to their specific use case.
Kustomer IQ
Kustomer’s AI, Kustomer IQ, is an add-on available at an additional cost for Kustomer customers. Per the vendor, Kustomer IQ aims to automate and simplify the customer service process. By automating responses to frequently asked questions, Kustomer IQ increases availability of agents and decreases the amount of time to resolve issues for these customers. The vendor states that Kustomer IQ helps brands resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and by driving omnichannel experiences between customers and agents.
Kustomer IQ allows agents to specialize their areas of expertise because the automation decreases ticket volume. Since agents are able to specialize in particular areas of support, their expertise allows them to resolve complex issues quickly and efficiently. Per the vendor, combining the AI’s ability to route customer concerns to the appropriate agent and the agent’s specialization improves the customer experience.
Kustomer IQ includes sentiment analysis and language detection to provide additional supports. When a customer’s native language is detected, Kustomer IQ will route their conversation to an agent fluent in that language when possible, and automatically translates conversations if not. Through sentiment analysis, Kustomer IQ can help determine if a customer is escalating, and provides recommendations to agents to mirror emotions and calm customers down.
Kustomer Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
Self Help Community Features
- Supported: External knowledge base
- Supported: Internal knowledge base
Multi-Channel Help Features
- Supported: Live help chat
- Supported: Phone support
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: Sentiment Analysis
- Supported: Multi-language support
- Supported: Standard and custom reporting
- Supported: Agent auditing
Kustomer Screenshots
Kustomer Integrations
- Shopify
- Twilio
- Aircall
- SurveyMonkey
- Shelf
- Five9
- Talkdesk
- UJET
- Amazon Connect
- Solvvy
- Olark
- Dialpad Ai Voice
- Twilio Zipwhip (discontinued)
- Google Workspace
- WhatsApp Business
- Fullstory
- Bird CRM
- Adobe Commerce (Magento Commerce)
- Recharge
- Spree
- Maxio
- Nicereply
- Delighted by Qualtrics
- Customer Thermometer
- AskNicely
- Klaus
- Fivetran
- Looker
- Amazon Redshift
- Slack
- Snowflake
- Unbabel
- HubSpot Operations Hub
- Twilio Segment
- Calabrio ONE
- Jira Align
- Playvox
- Clearbit
- Acuity Scheduling, a Squarespace company
- 8x8 Contact Center
- Thankful
- LoyaltyLion
- BigCommerce
- Genesys Cloud CX
- Facebook Messenger
- SupportSync
- Swell Rewards
- Solidus
- Supportrends
- Promoter.io
- Salesforce
Kustomer Competitors
Kustomer Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Languages | Afrikaans, Albanian, Arabic, Armenian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Georgian, German, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Modern Greek, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese |
Kustomer Downloadables
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(66)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Kustomer is a versatile platform used by various teams within organizations, such as the Customer Care Team, Daily Operations Team, Truck Operations Team, Recruiting Team, and certain members of the Sales Team. It primarily serves as a CRM tool to centralize all customer interactions, including email, individual and group chats, and an internal ticketing system. According to users and reviewers, Kustomer provides visibility for teams to collaborate and address any issues or items sent by clients. The platform allows for seamless communication with customers through multiple channels like text, live chat, email, and phone, while recording all interactions for future reference. It is accessible anywhere with an internet connection and can be accessed on mobile devices as well.
Kustomer is highly recommended for retail companies as it helps in managing customer inquiries, complaints, returns/exchanges, and other related tasks efficiently. Multiple departments rely on Kustomer for daily operations, with the platform handling 90%+ of their tasks. Its shared inboxes and collaboration accounts facilitate seamless switching between support channels. For the Customer Experience department, Kustomer serves as a valuable tool for addressing customer questions or concerns on a daily basis. Additionally, the platform aids in data analysis to understand customer behavior and track inquiries. In the customer service department, Kustomer proves instrumental in consolidating customer contact information and enabling personalized interactions.
By integrating well with other systems and reducing redundancy in tech debt, Kustomer streamlines cross-channel consumer contact management. It effectively supports customers in multiple countries and languages while bringing together various customer support channels into a single platform. Companies like Glovo utilize Kustomer to handle customer contacts through chat, emails, and social media across more than 26 countries and 14 languages. Kustomer also finds application beyond customer care departments by serving as a valuable tool for account management and facilitating communication between different company departments. The platform excels at organizing incoming customer emails, SMS messages, social media interactions, tracking trending issues, and providing a comprehensive view of the customer for optimal support.
In the health and wellness realm, Kustomer proves useful in addressing order issues, product questions, and recommendations. Its versatility extends to industries like restaurants, where it helps address problems and improve service for partners through official communication means. Kustomer's centralized access to all customer information allows for a better understanding of the customers' needs and assists in providing relevant assistance. The platform's user-friendly interface not only makes jobs easier but also shortens customer waiting time for a response. Whether it is managing inbound and outbound customer contacts via phone, chat, or email, Kustomer serves as the main ticketing and notation system. It effectively solves the problem of having multiple systems for a single customer by providing a centralized place for all notes and contact details.
Companies across various industries benefit from Kustomer's capabilities. For example, it is used company-wide to provide account history, facilitate communication between departments, transfer information, and offer job aid tools. The platform seamlessly integrates with services like Facebook Messenger, allowing for efficient support across different communication channels. This versatility extends to tracking communication with clients, including texting and emailing, as well as keeping interdepartmental communication in one place.
Kustomer's comprehensive features enable it to serve as the CRM solution for managing contacts from various channels and facilitating migration between channels. With its integration capabilities with other systems like Amazon Connect, Kustomer enhances workforce management effectiveness. By responding to SMS and email inquiries while providing a comprehensive view of the customer and gathering data for analysis, Kustomer enables efficient customer assistance.
In addition to its application in customer service departments, Kustomer finds use in assisting customers by pulling up their profiles and documenting interactions during inbound calls. This ensures better communication and continuity of service. It serves as an essential tool for various teams to communicate efficiently with customers, vendors, and employees while keeping a record of every point of contact.
Overall, Kustomer provides a centralized platform that streamlines customer interactions and facilitates collaboration across departments. Its flexibility, seamless integration capabilities, and user-friendly interface make it an invaluable tool in managing customer relationships and delivering optimal support across various industries.
Ability to Add Multiple Inboxes and Collaborate: Many users have expressed their satisfaction with Kustomer's feature that allows the addition of multiple inboxes and enables collaboration across a large team, fostering open communication and accountability among departments.
Efficient Organization and Task Assignment: Users appreciate the convenience of Kustomer's tagging and prioritization features, finding it easy to assign tasks to specific teams and individuals, resulting in streamlined organization.
Unified Customer Information: The integration of all customer information into one centralized space has been highly praised by users. They find great value in being able to access a comprehensive view of customer interactions, including both external communications and internal office discussions about each customer.
Insufficient Documentation: Some users have expressed their dissatisfaction with the current documentation, stating that it is insufficient in explaining all the capabilities of the software. They feel that more comprehensive and detailed documentation would greatly assist them in utilizing the full potential of the software.
Mobile SDKs Need Improvement: Several reviewers have mentioned that the mobile SDKs still need improvement, suggesting that there are issues or limitations with these features. Users believe that enhancing and refining the mobile SDKs would enhance their experience and allow for smoother integration into their applications.
Lack of Visual Edit Interface in Knowledgebase System: Users have pointed out that the knowledgebase system lacks a visual edit interface, making it difficult to create and modify content in a more intuitive way. They express a desire for a user-friendly visual editor to simplify content creation and editing within the knowledge base.
Based on user reviews, users commonly recommend the following for Kustomer:
- Utilize the Kustomer integration team for implementing and integrating systems.
- Thoroughly explore all of Kustomer's features and ask about integrations that are vital to your business.
- Emphasize ease of use and training by dedicating time to learn about Kustomer's features and working closely with the Kustomer team during implementation and training.
Users appreciate Kustomer for its usability, ability to resolve issues, personalized responses, cross-team functionality, and integration with existing platforms. They find it suitable for various industries, particularly retail businesses with live chat requirements. While some users mention minor bugs or suggest additional advanced features, the majority highly recommend Kustomer as a simple yet powerful CRM tool for superior customer experience.
Attribute Ratings
- 7.9Likelihood to Renew2 ratings
- 9.1Availability2 ratings
- 6.4Performance2 ratings
- 8.3Usability4 ratings
- 9.9Support Rating7 ratings
- 8.3Online Training2 ratings
- 7.6In-Person Training2 ratings
- 7.9Implementation Rating2 ratings
- 7.9Configurability2 ratings
- 9.1Product Scalability1 rating
- 7.2Ease of integration2 ratings
- 9.1Vendor pre-sale2 ratings
- 8.7Vendor post-sale2 ratings
Reviews
(1-25 of 31)- multi channel communication
- customizable workflows and business rules for getting very granular about how you handle each situation
- complex routing capabilities to distribute work across a team with different skill sets
- custom attributes are available at customer, conversation, company, and other object levels, allowing you to group, tag, flag, respond, highlight, etc. as needed using whatever cross section helps your use case
- customizable insight cards to alter the look and feel, present important information to agents, connect to other systems, etc.
- The conversational assistant (chat bot) is powerful, but would benefit by a visual or "tree"-like designer similar to what is seen on their workflow builder
- When building business rules, it would be great to see examples of what customers or conversations would be affected by a given set of conditions
I would say it falls short when you are trying to coordinate multiple "side conversations" with multiple sources to resolve an issue. This is a tough task for any type of platform, but if you're maintaining 3 different email chains with a 3PL partner, the customer, and a separate internal conversation, it would be confusing anyway!
Kustomer CRM Solution - Great Choice
- Email Communication
- Internal Tickets
- Chat Conversations
- Internal Notes
- Teammate Tagging for visibility
- Email Thread Visibility
- Exporting Emails to PDF
- GUI needs to improve
Honesty At Work!
Kustomer is very easy to use and with a minimum amount of internet data, you can easily send your replies to customers wherever you are in the world as long as you're connected to the internet.
- It collects all the data from the customer who sends their emails to us and organizes it alphabetically.
- It gives us an option to create and save a customer's info as a profile so whenever they email again, we can easily identify them.
- It lets us reply to customers easily.
- It should give us options to assign a ticket without showing who assigned it.
- More themes options
- Easy fix for issues like why replies are not sent
- Hassle less tools
- Efficient
Treating your customers like people, not tickets
- Allows you to treat a customer as a person, not a ticket
- Reps can see the whole picture of a customer's history.
- Tons of integrations!
- More "out-of-the-box" integrations that don't require JSON or programming experience
- Ability for managers to easily do quality assurance on reps
- Easier phone integration
My Kustomer Review
- Speed--it's a very quick program and does not require any extra RAM or processing power.
- Balance--between being easy to use and also staying formal with colleagues
- Communication, because businesses depend on it and Kustomer allows for ease when communicating
- Color--Kustomer can look very bland with just two themes to choose from.
- B2B communication--I'm not sure if this is possible to be honest.
- Sometimes it gets buggy and crashes and that can be a pain.
- Provides an easy tool to create "shortcut" responses for an endless amount of scenarios where our team can have helpful user tips and tricks sent to customers in an incredibly timely manner.
- Kustomer has a great and easy tagging system so our team is aware of what is a highly urgent priority to address right away and manage other items in a timely manner.
- Kustomer has great integrations that make our CX team's day-to-day lives much easier, providing order numbers, order dates, customer details, etc. available right at their fingertips, which allows for a deeper level of quick customer support.
- I do wish it was easier for me to hop into Kustomer quickly and open up a new ticket myself using just a customer email I have and know I need to use to help reach out to someone, this could be different than the email they had used to order, which makes it tricky to find in a search.
- I also wish there was a social media monitoring aspect to Kustomer, as we have many comments on social media needing customer support that we have to get back to manually.
Kustomer's Customer Review
- Documents incoming communications
- Allows order visibility and accessibility
- Tracks customer requests in real-time
- Make a more user friendly version of overlapping information
- Allow plugins to be viewed on one screen
My Kustomer Review
- Great organization of different types of tickets
- The ability to connect so many teams on one single platform
- Easy to learn and use, not too many steps to follow
- Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
- Different teams could have differently colored notes.
- The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
All the information, all in one place
- All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
- The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
- We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
- Kustomer is great because no chats are abandoned, even if the customer leaves we are still able to convert those contacts into email. Unfortunately, this also means that the ability to analyze abandoned chat data (in order to better distribute CS agents) is extremely limited.
- In general, the reporting functionality is not very intuitive. I would recommend requesting a lot of help when setting up your customized reports as you will not have visibility on all data feeding into a report without outside help.
- Reporting numbers change day to day. This means that if you are creating a report or reviewing data you will need to wait at least 24 hours before pulling data.
My Kustomer Review
- Helps the user to know everything about every customer
- Communication with all clients through email and text
- Organized very well between all departments
- Tickets do not get assigned to the appropriate representative
- Chats should pop up like Facebook chats
- We should mark some tickets as high priority because some notes get lost.
My Kustomer Review
- The website is very light so even when there's an internet issue, I can still use a hotspot to run Kustomer.
- The interface of the website is very user friendly. It's easy to navigate and is easy to learn as well.
- Kustomer has a very good contrasting color scheme. The right contrast between the background of the website and content is one of the most basic yet most important web design principles that should never be overlooked.
- Maybe a little improvement on how fast we get a solution to every outage
- Make the loading time for the website a bit faster
- I hope this will be compatible with mobile soon.
Kustomer is Customer Knowledge
- Knowledge.
- Customer history.
- Accuracy.
- Education.
- Saving notes while in another note.
- Drop-down menu in right panel should be more user friendly for searching.
Kustomer Experience
- Escalations - accurately escalates any issues to the correct department with macros and pre-filled form of information that is needed.
- Notes - Kustomer gives us the ability to notate our interactions with customers. It also allows us to correspond with our customers via email right on the same page, which is really neat.
- Insight Panel - this is by far one of my favorite things, as we go through concerns or issues it tracks our paths and how we got to the resolution
- Notes - although I really like the note aspect, and I think this may be asking a lot, but sometimes I find that my notes will disappear sometimes, it would be nice if it would auto-save my notes kind of like a draft on Gmail.
- Insight Panel - it would be nice to copy all that information to a clipboard of some type in case we need to include that information in our notes as well.
- I'd also like to see escalations to departments to be easier pointed out.
Kustomer and Customers
- Cohesiveness: all the information we need is in one spot, from customer information, order information, feedback opportunities and the actual conversation(s) with the customers.
- Stability: compared to other CRM tools, Kustomer has been the most stable and has crashed less than other tools.
- Troubleshooting: any issues that we have are typically resolved immediately.
- Flexibility: were often told from Kustomer reps that certain functionalities are unachievable, though there could be an easy solution.
- Team Member Specifics: For our different channels of support, we are only able to change the entire team setting. For example, for chats, everyone who is on that team can receive up to 2 chats. For training purposes, it’s typically easier to allow our trainees to take just one at a time, but we do not have control over that.
- Routing: no matter how many workarounds or troubleshooting we do, we find that the system just does not route contacts efficiently.
Kustomer Review
- Efficient, easy to use platform.
- Support team is always there to assist if we run into an issue with the platform.
- The LiveChat isn't always efficient/easy to use.
Kustomer's favorite kustomer
- Omnichannel support, the ability to change between channels effortlessly.
- Integrating information from other platforms to be displayed on one dashboard.
- Allowing more opportunity and integration with the knowledge base and contact form.
- More plain text solutions, such as the knowledge base and workflows so we can work without the need for developers and engineers.
Kustomer is less appropriate for teams with limited resources to developers and engineers. This bottleneck has allowed our team to be highly dependent on our Kustomer account manager, which may not be the case for companies with more technical resources available.
Kustomer in my day-to-day work
- Easy-to-use shortcut system
- Great note-taking platform
- Does not always load customer info
- Some info fields automatically delete info put in the first time. Then, when you enter a second time it saves it (email field).
Kustomer Review
- Integrations - Important for flow of data from one system to another.
- Workflows - If you want to automate it, Kustomer will allow you to do so.
- Reporting - The reporting structure that comes out of the box in Kustomer does not feel particularly strong, if you want GREAT data, integrate with a data studio.
If you're looking for a platform to deliver real change and level up your support team, you can rely on Kustomer.
- True Omni Channel support, in a single conversation, a customer can switch from email, to chat, to Twitter, to Facebook and more, and it all lives in the same conversation. Which saves us a huge amount of time and ensures the customer does not need to repeat themselves.
- The workflow engine behind Kustomer is hugely powerful. It's the backbone of all our integrations and process flows. You can perform very complicated multi-step processes within workflows to save your staff 100s of hours of time.
- The workflow engine is a bit buggy, so we love it and hate it at the same time, It would be great if the UI was not so clunky.
- Kustomer is based in the US, so they often reply quite slowly to our support requests. It would be great to see them open up a support hub in the EU.
Custom Customer Experience in Kustomer
- Customized experience.
- Multi-channel routing.
- Built-in reporting.
- Newer CRM; not a lot of established integrations yet.
Kustomer CRM solution to provide great customer experience at scale
- intuitive user interface
- integration capabilities
- analytics features
- performance during peak times
Kustomer is more than Customer with a K
- Providing the full customer profile picture. It helps us quickly assist customers when we can easily view their entire timeline of interactions with Customer Care.
- Kustomer is attentive to feature requests and seeks to release useful updates to the platform based on our needs.
- Platform stability. Over the last year, the platform has shown more and more downtime and slowed interactions overall.
- Bulk messaging ability could be drastically improved by allowing the import of email lists.
- Customer timeline gives the ability to see more about the customer
- Kustomer support team and TAM have a great partnership with their clients
- Initially, the platform isn't the easiest to use. They could improve it with a better help center.
- Some metrics don't line up with current RTR metrics, and it's hard to work around or decipher how to implement their metrics.
The true value of flexibility
- The amazing workflow system provides a powerful automation and connectivity engine.
- Klass views can be customised to incredible levels, giving your support agents a fully functional interface.
- The Kustomer team is always open to new functionalities and developments to enhance the experience.
- They need to put more efforts on documentation. Right now via docs you only can learn 1/4 of its real capabilities.
- Mobile SDKs still need some work.
- Knowledgebase system needs visual edit interface.
- Kustomer allows you to add multiple inboxes that can be shared and viewed across a large team. For Customer Care, we can see the "to do" list for our team but we can also easily see what other team members and users are working on in other inboxes. This provides open communication and accountability between and across departments.
- Kustomer allows you to tag and prioritize different tasks and assign them to certain teams and users. This makes for easy organization and assigning tasks.
- Kustomer allows us to have information unified within one space. You can see all interactions from and to a customer, as well as all inner office communication about that customer in the same place.
- For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
- Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
- Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
- I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.