Custom Customer Experience in Kustomer
December 12, 2019
Custom Customer Experience in Kustomer
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Kustomer
Kustomer is being used as the CRM for our customer experience team. It helps us manage the contacts from a variety of channels, and facilitates migration between channels for our customers. Additionally, we're able to integrate with systems such as Amazon Connect in order to track the states of our agents for more effective workforce management. From a reporting standpoint, we've been able to make most connections we've wanted and have access to our Kustomer-related reporting via a data stream and on into our BI tools.
Pros
- Customized experience.
- Multi-channel routing.
Cons
- Built-in reporting.
- Newer CRM; not a lot of established integrations yet.
- Increased productivity.
- Expanded insights.
I was not personally involved in the decision-making process when selecting a new CRM and ultimately settling on Kustomer. That said, I'm happy with the decision to partner with them. Compared to our previous CRMs, it is much easier to work with everything in one place and we now have a lot more control over how we configure our environment to meet the needs of our business.
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