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Kustomer Reviews & Product Details - Page 3

Kustomer Product Details

Kustomer is a pioneering AI-driven customer service CRM platform designed to enhance the management of high support volumes by optimizing experiences throughout the customer service journey. This innovative solution enables brands to efficiently resolve customer interactions across various digital channels, automating up to 40% of engagements through self-service options, intelligent routing for first contact resolution, and fostering seamless omnichannel experiences between customers and support agents. Targeted primarily at businesses that require robust customer service capabilities, Kustomer is particularly beneficial for organizations experiencing rapid growth or those with high customer interaction demands. The platform is designed to cater to a diverse range of industries, including retail, food delivery, and e-commerce, making it an ideal choice for brands like Ring, Glovo, Glossier, and Sweetgreen. By streamlining customer service processes, Kustomer allows these brands to maintain high levels of customer satisfaction while managing operational costs effectively. One of the standout features of Kustomer is its open CRM architecture, which serves as a single source of truth for customer data. This centralized approach not only minimizes costs but also enhances the ability to manage and contextualize data, driving smarter processes that can scale with business growth. The platform’s Kustomer IQ functionality embeds artificial intelligence throughout its capabilities, significantly reducing the need for manual intervention in repetitive tasks. This allows support teams to focus on more complex inquiries, ultimately improving the overall customer experience. Kustomer's commitment to optimizing customer service is evident in its ability to deflect simple questions and automate responses, which helps to alleviate the burden on support teams. By providing intelligent routing and first contact resolution, the platform ensures that customers receive timely and accurate assistance, leading to increased satisfaction and loyalty. The omnichannel capabilities further enhance the user experience by allowing customers to engage with brands through their preferred communication channels, ensuring a cohesive and responsive service. Founded in 2015 by entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has quickly established itself as a leader in the customer service CRM space. With over $174 million in venture funding from prominent investors, Kustomer continues to innovate and expand its offerings, making it a valuable asset for any organization looking to elevate its customer service operations.

Product Website

Seller

Kustomer

Discussions

Kustomer Community

Languages Supported

Afrikaans, Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Persian, Finnish, French, Hebrew, Hindi, Croatian, Hungarian, Armenian, Indonesian, Icelandic, Italian, Japanese, Georgian, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Albanian, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Product Description

Kustomer is a CRM designed for customer experience that focuses on customers, not tickets, enabling companies to know everything about every customer.

Overview by

Ryan Breneman

Pricing

Pricing provided by Kustomer.

Enterprise

Starting at $89.00

1 User Per Month

View More Pricing Information

Kustomer Media

Instantly resolve customer issues across all channels with precise AI-powered conversations.

Triage, route, and support agents with advanced AI and omnichannel capabilities.

Effortlessly create your ideal customer service platform, ensuring a seamless transition from your current system.

Track the performance of your service organization and quickly identify areas to optimize.

A truly native AI-powered Voice agent to answer customer calls - no 3rd party add ons required.

Your customer service agents' new best friend: a copilot that knows it all

Wondering how Kustomer's AI Agents work? Jillian Zatta takes us through a scenario to demonstrate how the customer-facing AI tool (AI Agents for Customers) and the internal AI copilot (AI Agents for Reps) work together to help customer expe

Vuori has been with Kustomer since 2019, using our CRM and customer support tool as an upgrade from Chad's own email address to provide support! See what they love about Kustomer.

Official Downloads

(5)

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What to look for in a customer experience CRM platform

The ultimate guide to AI Agents for e-commerce

Interactive Demo

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Verified User in Computer Games

Mid-Market (51-1000 emp.)

9/12/2025

"Great platform overall"

5/5

What do you like best about Kustomer?

Kustomer brings all customer interactions into one easy-to-follow timeline, which makes it simple to see the full context of a customer’s history. I also like the automation features — they save time on repetitive tasks and allow agents to focus more on helping customers. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

The platform can feel a little overwhelming at first because of all the features, and the reporting tools aren’t as intuitive or flexible as they could be. There’s a bit of a learning curve before you feel fully comfortable using it. Review collected by and hosted on G2.com.

What problems is Kustomer solving and how is that benefiting you?

Kustomer helps centralize all customer conversations across chat, email, and other channels into a single platform. This solves the problem of having to switch between multiple systems to track a customer’s history. By giving agents a full timeline of each interaction, it improves response time, reduces miscommunication, and creates a smoother experience for the customer. For our team, this means faster resolutions, better efficiency, and a clearer understanding of each customer’s needs. Review collected by and hosted on G2.com.

Joven M.

Trainer

Mid-Market (51-1000 emp.)

10/24/2025

"Kustomer: Unified Ticket View"

5/5

What do you like best about Kustomer?

Kustomer delivers an immediate, unified view of all customer service activity, making it effortless to access current and past support tickets, instantly see the classification (category) of each issue, and review the customer's complete conversation history Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

Kustomer is a completely reliable and highly effective platform that successfully meets all my customer service needs without introducing any technical issues, workflow limitations, or user frustrations Review collected by and hosted on G2.com.

Bea N.

Customer Service Representative

Mid-Market (51-1000 emp.)

11/5/2025

"Seamless Collaboration with Powerful Notes and Tagging"

5/5

What do you like best about Kustomer?

My favorite part is how the notes and tagging features let team members jump in together on complex cases and share information seamlessly. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

Honestly, when volume spikes or we're dealing with lots of data, the system can get really slow. The lag and occasional outages make it tough for agents to get their work done efficiently. Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

8/29/2025

"Configurable to meet the needs of your organization and your customers"

5/5

What do you like best about Kustomer?

Kustomer has been a really flexible CSM that has been able to bend to the needs of our organization. Setup was quick (our team was live within about two months), maintenance is reasonable (even for a team without formal programmers), and getting support from the Kustomer support team has always been fast.

Our instance is customized to contain the data we need. We have connected data for objects like orders and registrations right into Kustomer--and it's easily viewable on the timeline to get a full view of the customer's history. If we ever need to intake a new record type, it's easy to create a new KObject and workflows to connect the data we need. Plus, we can run other custom workflows to automate tasks like customer follow-ups, routing rules, and other out-of-the-box configurations.

Communication within Kustomer has been pretty seamless. For our customers, we support omni-channel support from email, chat, sms, voice, and whatsapp; and you can change the channel in the ticket to meet the needs of the customer. For agents, we can leave notes and comments in converstaions and other objects to ask questions and get help--even from departments outside of customer support. Plus, we can create tasks to track and communicate on tasks that require more of a process, like refund requests.

Plus, Kustomer is just easier on the eyes than other CRMs I've used in the past. The data is displayed cleanly and modernly, you are able to view as much or as little information about a customer or conversation as your organization needs, and the conversation history is easy to understand and skim. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

While I wish Kustomer supported more apps to third-party providers, I do think that a lot of the items you would add on from a third-party provider are supported in-house by Kustomer, and they do a good job allowing you to create any custom integrations you would need.

The reporting is pretty solid for most basic use-cases for support, but I do wish it could get a little more granular and allow more global filters on custom reports. However, this is not unique to Kustomer--many big-name CRMs are lacking in native reports. Review collected by and hosted on G2.com.

What problems is Kustomer solving and how is that benefiting you?

Kustomer is our CRM provider and handles our ticketing (including hosting our chat), hosts our live Knowledge Base, and hosts our Conversational Assistants and AI Agents.

We moved to Kustomer to give us more AI tools to help our customers before they need to be forwarded to a live agent. This is something that Kustomer is still actively working on, but we are starting to see the benefits of AI Agents being involved in our conversations.

The other benefit that we get from customer is that once a conversation is routed to a live representative, Kustomer gives that rep the tools they need to assist the customer, including Knowledge Base resources and shortcuts, easy views into the Kustomer's timeline (including past conversations, orders, registrations, and other related objects), and quick ways to reach out for help if required. Review collected by and hosted on G2.com.

Jessa S.

Customer Support

Small-Business (50 or fewer emp.)

9/12/2025

"Kustomer: Powerful but Complex"

4/5

What do you like best about Kustomer?

I like that it brings all customer interactions into one timeline, making it easy to see the full history and respond quickly. The automation and integrations, especially with Shopify, save a lot of time and help deliver more personalized support. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

Kustomer can feel overly complex at times, with a steep learning curve for new users. It can also run slow or glitchy, and the pricing is high for smaller teams who don’t need all the advanced features. Review collected by and hosted on G2.com.

Angeline M.

Mid-Market (51-1000 emp.)

10/20/2025

"Effortless and Reliable—A Breeze to Use"

4/5

What do you like best about Kustomer?

its ability to provide a unified, 360-degree view of the customer through a single timeline, which is powered by AI and automation Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

low performance and reliability issues, including outages and latency. Other disadvantages include a steep learning curve, a lack of flexibility in its reporting and custom reports, and difficulties with certain integrations and features like social media comment management. Review collected by and hosted on G2.com.

What problems is Kustomer solving and how is that benefiting you?

ragmented customer communication by consolidating all interactions into a single timeline, providing agents with a complete view of customer history. This unified approach, supported by AI-driven automation, benefits businesses by enabling faster response times, more personalized support, and improved agent efficiency. The resulting benefits are increased customer satisfaction, higher team productivity, and the potential for cost savings. Review collected by and hosted on G2.com.

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

8/14/2025

"Kustomer is a great CRM with quick support and high potential."

4/5

What do you like best about Kustomer?

There is a lot of customization with Kustomer. Their support is willing to teach us skills that can help us fix needs. The website itself is easy to use and easy to understand. I have enjoyed working with the migration team on various issues and needs. They have been very easy to work with. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

The implementation process could have been more organized. The team seemed a bit hands off, which caused a lot of concern from our end about whether things were going to be completed within the deadline. There have been various bugs that we have caught during our time using it, and although the support team has been responding to our requests quickly, it still feels that there is a lot of waiting time for issues to get fixed on the backend. Review collected by and hosted on G2.com.

Verified User in Sporting Goods

Mid-Market (51-1000 emp.)

8/13/2025

"Kustomer CRM Platform Review"

4.5/5

What do you like best about Kustomer?

Kustomer has a very customer-centric mindset and experience. The fact that so many different types of communications can be consolidated to a single thread enables agents to be at their best. The ability to customize workflows, queues, business rules, etc. enables us to adapt the software to our needs, rather than adapting business needs to platform capabilities. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

Kustomer is not the most intuitive or easy to learn. Training is required and SOPs are needed to ensure uniformity. Small occasional performance issues. Reporting limitations- they dont go as deep as other analytics, though it can be customized, again it isn't the easiest. Review collected by and hosted on G2.com.

What problems is Kustomer solving and how is that benefiting you?

Kustomer helps us solve the challenge of managing customer interactions scattered across multiple channels by unifying email, chat, SMS, social, and phone conversations into a single, chronological timeline, giving our team complete context for every customer at a glance. It streamlines workflows through automation, reduces manual tasks, and speeds up response times, enabling agents to focus on high-value interactions instead of repetitive admin work. With integrated data, proactive engagement tools, and AI-powered assistance, it improves efficiency, consistency, and personalization in our support process—ultimately helping us deliver faster, more informed, and more satisfying customer experiences at scale. Review collected by and hosted on G2.com.

Kelly G.

8/6/2025

"Efficient Patient Management but Lacks CRM Integration"

4/5

What do you like best about Kustomer?

I find Kustomer incredibly convenient for creating patient profiles and consolidating all patient-related information and communications. It enables efficient internal communication with my care concierge team, replacing Slack. The intuitive interface allows me to efficiently search for patients, add documents, and communicate via SMS and email within patient profiles. The search and tagging features are particularly useful for filtering specific patient populations, and the integrated SMS and email capabilities provide transparency for team interactions. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

I find the inbox system within Kustomer clunky and unintuitive. Creating dedicated inboxes for specific patient profiles is not straightforward, and the process often mistakenly includes unrelated patient profiles due to the tagging system's inefficiencies. I also dislike the limitations within the email and SMS functionalities, particularly the inability to embed videos directly instead of sending them as links, which can be perceived as spam by recipients. Additionally, I wish Kustomer acted more like an integrated CRM that could encompass the capabilities of tools like HubSpot for prospective patient interactions and profile creation. Review collected by and hosted on G2.com.

nedilyn g.

Customer representative

Enterprise (> 1000 emp.)

10/20/2025

"Efficient Customer Info Management, Minor Loading Delays"

5/5

What do you like best about Kustomer?

Kustomer is really helpful since all of the information needed where already filled out most specially if the customer phone number or email is already merged or associated on the phone number. Review collected by and hosted on G2.com.

What do you dislike about Kustomer?

Some it takes time to load but all in all it good. Review collected by and hosted on G2.com.