Flexible, Scalable, and Highly Configurable - jack of all trades, master of many
August 01, 2023
Flexible, Scalable, and Highly Configurable - jack of all trades, master of many
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Kustomer
We use Kustomer to consolidate communication with our end users. We pipe in data from a number of other sources to give as complete a picture of our users to our service agents as possible. We also manage a customer-facing knowledge base, contact and communication forms, and a chat assistant using Kustomer's technology.
Pros
- 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.
Cons
- 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
- first contact resolution is improved because you can get a whole picture of the client, not just a ticket
- FAQs/help articles are already in the platform, so can be leveraged in automatic email and chat bot responses
- we're able to easily prioritize and shift what issues need to be handled first while in backlog
I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.
Do you think Kustomer delivers good value for the price?
Yes
Are you happy with Kustomer's feature set?
Yes
Did Kustomer live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Kustomer go as expected?
I wasn't involved with the implementation phase
Would you buy Kustomer again?
Yes
Comments
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