Kustomer is more than Customer with a K
December 10, 2019

Kustomer is more than Customer with a K

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Kustomer

Kustomer is being used as our Customer Care CRM to help address customer order issues, product questions, and recommendations in the health and wellness realm.

Pros

  • 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.

Cons

  • 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.
  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
Moving from Zendesk to Kustomer was driven by the clarity that the customer timeline brings for advocate engagement alongside the custom workflow abilities.
It works amazing as a Customer Relationship Manager by bringing all customer info into one space for a complete picture.

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