# Kustomer Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Kustomer the right Customer Service solution for you? Explore 79 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/158128/Kustomer/reviews --- Kustomer 4.6 (79) [View alternatives](https://www.capterra.com/p/158128/Kustomer/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Kustomer Ease of use 4.6 Customer Service 4.7 ## Pros and Cons in Reviews JA Jannice Gwen A Subject Matter ExpertAutomotive, 501 - 1,000 employeesUsed the software for: 1-2 years. “Kustomer has a lot of features where in we can see our previous chats, listen to previous calls, or check the emails sent to the customers which can help us provide a good customer support experience.“ May 12, 2024 JA Jannice Gwen A Subject Matter ExpertAutomotive, 501 - 1,000 employeesUsed the software for: 1-2 years. “I think one of the things that I dislike about using Kustomer is that sometimes whenever we are being rated by our customers for a 5 star rating through UJET, it does not reflect or generate into a smiley and so our total score does not increase.“ May 12, 2024 Aji K SubrevisiorTextiles, 201 - 500 employeesUsed the software for: Less than 6 months. “The platform allows for tailoring workflows based on specific business needs and customer segments, enabling personalized support.“ February 4, 2025 AR ARNOLD R Customer Service RepresentativeOutsourcing/Offshoring, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Some surveys on the tickets did not reflect real time.“ April 30, 2024 PS Pamela S Customer Service RepresentativeConsumer Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively.“ August 2, 2024 Aaron F SVP of EngineeringHospital & Health Care, 51 - 200 employeesUsed the software for: More than 2 years. “Seems somewhat stagnant in terms of API updates.“ January 1, 2025 JM Julie M Dispatch ManagerConsumer Services, 11 - 50 employeesUsed the software for: 1-2 years. “I like that it helps us resolve customer inquiries after hours when we don't have a live agent to pick up the phone.“ February 3, 2025 SD Shannen D OwnerFood Production, 2 - 10 employeesUsed the software for: Less than 6 months. “Couldnt get thru except fir live chat system wasnt connecting properly“ January 14, 2025 ## Showing most helpful reviews Showing 1-25 of 79 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Natalia Isabel R. Customer Experience Marketing and Advertising Used the software for: 1-2 years ### "The best application for customer service and CRM" February 1, 2025 5.0 xcellent, I totally recommend it. It allows for better post-sale service, real-time tracking, live chat, automatic response personalization, FAQs—everything you need, this software has it. Pros This software allowed us to have more efficient management when attending to our clients, as the platform provides the history of any customer interaction, regardless of the channel they used. This enables multichannel support and more efficient service. Cons What I like least is that some advanced features, like advanced automation or detailed reports, are only available in higher-priced plans. However, you can still get a lot of value from the basic plan Review Source VR Verified Reviewer SVP of Engineering Hospital & Health Care Used the software for: 2+ years ### "HIPAA Compliant CRM Platform with Bells and Whistles " January 1, 2025 4.0 Pros HIPAA compliant CRM platform with a reasonable price point. Decent API integrations. Cons Certain parts of the API product are difficult to program around. Seems somewhat stagnant in terms of API updates. Web interface can act strange as well as search functionality - directing you to the wrong pages at times. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Intercom is extremely hard to run analytics against and has terrible support for customer merge functionalities. Generally our team had a difficult time being efficient on Intercoms platform. Review Source Mariam K. Partner vertical lead Consumer Services Used the software for: 2+ years ### "Chats, Emails and data - together" February 2, 2022 3.0 Overall, it is a good platform, you can have access on past data with customers, couriers and partners profiles chats,emails and calls. Thats really good. Pros I like that I can control daily KPIs and it is easy to track it. Also, you can track surveys, quantities and also integration with other platforms. Cons I think that it could be better if it does not have some bugs. Also, it will be great if we were able to save Team pulse on a channel which we use (every move clears it). Review Source PS Pamela S. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Effective, easy to use, and user-friendly!" August 2, 2024 5.0 I've been using Kustomer for more than 2 years, and I have to say that it's been a fantastic experience. The platform is incredibly user-friendly, and I very much appreciate all the shortcuts that are integrated into the platform as it makes my job much much easier. The use of tags and the information available on the right side of the platform have been extremely helpful in managing customer interactions effectively. Pros One of the features I really appreciate about Kusomer is the ability to snooze conversations. This feature allows me to keep important conversations in my inbox so I can reply promptly to my customers. Additionally, I find the option to undo a sent email very useful. It's great to have the ability to correct any mistakes I may have made before the recipient reads the email. Cons What I have found in my year using Kustomer is that when accidentally deleting the case ID, it is not possible to retrieve it for tracking purposes. Furthermore, the system may experience slower performance during chat sessions, leading to delays in response times. Switched from [Oracle Primavera Cloud](https://www.capterra.com/p/145503/Oracle-Primavera/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) The company found this platform more effective than the previous one. Review Source GB Gideon B. Customer manager Media Production Used the software for: 2+ years ### "My all time help desk software." March 28, 2025 5.0 The software is an easy to use product with very customizable and user friendly dashboard. I rate the software efficacy as 98%. Pros Software personalisation capabilities and its overall functionality makes the difference. Cons Everything about Kustomer is good I have not experienced issues when using it. Review Source VR Verified Reviewer Subrevisior Textiles Used the software for: Less than 6 months ### "BEST COMPANY " February 4, 2025 4.0 The platform allows for tailoring workflows based on specific business needs and customer segments, enabling personalized support. Pros Users most appreciate Kustomer's ability to provide a comprehensive view of each customer across all channels, enabling personalized support at scale, thanks to its robust CRM component and advanced AI-driven automation features, making it ideal for managing high volumes of complex customer interactions. Cons steeper learning curve compared to other customer service platforms, occasional interface complexities, potential limitations in customization options for certain business needs, and occasional issues with data integration, especially for larger companies with complex data structures Review Source MO Mcsomb O. Plant Inspector Renewables & Environment Used the software for: 1-2 years ### "Revolutionizing customer experience with Kustomer" January 30, 2025 5.0 Pros I like that the tool has revolutionized our customer services with easy to use interface. Cons The tool is not cost effective compared to alternatives. Review Source JM Julie M. Dispatch Manager Consumer Services Used the software for: 1-2 years ### "Don't loose business, use Kustomer!" February 3, 2025 5.0 We have been pleased with the ease of use and being able to resolve customer inquiries outside of normal business hours or when we don't have a live agent to answer customer inquiries. Pros I like that it helps us resolve customer inquiries after hours when we don't have a live agent to pick up the phone. Cons So far we have been pleased with the ease of use. No complaints. Review Source AJ Amanda J. Insurance Sales Insurance Used the software for: 2+ years ### "Kustomer is top notch!" January 2, 2025 5.0 It's very user friendly, all under one page! Pros It's so easy to use. Everything is right there under one profile. If multiple profiles need to be linked together that is simple as well. Cons sometimes you have a hard time prioritizing email addresses and phone numbers Review Source FF Fabio F. Customer Care Manager Hospital & Health Care Used the software for: 1-2 years ### "My Experience With Kustomer " January 19, 2025 5.0 It handles all our CRM needs effortlessly and meets needs. Pros When it comes to handling customer care matters, Kustomer offers great features and is very capable. I like the many CRM features. The tool is easy to use. Cons No flaws whatsoever. It has been amazing. Review Source PM PAULO M. CEO Telecommunications Used the software for: I used a free trial ### "costumer experience at Kustomer" January 28, 2025 5.0 all my experience was really good and i found out many other Pros many people experience with bad costumer , im happy finally kustomer take care of it Cons at the begining this was kind of dificult to use it Review Source TF Tom F. Customer Marketing Specialist Gambling & Casinos Used the software for: Less than 6 months ### "Kustomer Review" April 14, 2025 4.0 Kustomer is a great CRM for unifying communication streams. Pros Easy-to-use great for streamlining communication channels. Cons User interface takes getting used to, but is great once familiar. Review Source RC Rachel C. Customer Support Lead Real Estate Used the software for: 1-2 years ### "Great tool, but could use some improvements" July 18, 2024 5.0 Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen. Pros I love Kustomer's tag management, snooze statuses, and the ability to move and merge tickets. It is definitely one of the more robust customer support tools with lots of great features. Cons \- Glitchy at times, like their redaction feature stopped working as it should and chats were coming in after the set business hours - Shortcuts are hard to search. You search by the shortcut name, but would be great if you could do filtered searches or search by the body of the shortcut - It's hard to also download shortcut data - Unlike Zendesk or Gmail, you have to navigate to the customer's profile before starting an outbound contact Review Source JB Johnrey B. Team Leader Computer & Network Security Used the software for: 6-12 months ### "Kustomer Feedback" November 13, 2023 4.0 Pros I love how the calls are being recorded in Kustomer to allow us to open one tool in terms of reviewing our agent's customer interaction. This saves our time and space in a call center set up. Unlike other accounts where they have different tools in reviewing the interaction and getting the calls of their agent, Kustomer has it all! Cons There are times that Kustomer Raw Data will not reflect the UJET Rated surveys and this gives us some challenges in locating it. But over all, this is a great tool! Review Source ME Michele E. Senior Customer Advocate Retail Used the software for: 6-12 months ### "Kustomer: all your conversations in one hassle-free location" November 11, 2023 5.0 The platform can be tricky to learn (depending on each person's learning curve), especially for businesses that are new to customer service software or the world of online business in general. Still, this one provides the tools required to deliver great customer service and that'll benefit you for a long time Pros With this tool you have a complete timeline of all the interactions with the customers, no matter it is a chat, an email, or a SMS. It helps you understand the issue at hand and provide support that truly meets the demands of the customers. Additionally, all the queries are displayed in one panel, so there won't be any duplicates. It provides a centralized location for managing customer conversations. It also supports integration with other tools and platforms, such as messaging apps, and Shopify Cons The pricing might be on the higher side. If the company has a low budget it might not be recommended to splurge on this app. However, if you're looking for an app that can organize your conversations and have visibility on them at all times, I'd totally suggest taking kustomer into account Alternatives considered [Gladly](https://www.capterra.com/p/156723/Gladly/) Review Source JJ Jonathan J. Customer Advocate Representative Consumer Services Used the software for: 1-2 years ### "Kustomer will definitely complement the service you're providing to your customers. Great tool!" September 27, 2023 4.0 Great experience with Kustomer, I love the way this software allows you to manage your tools, organize your tickets, and provide a good customer service! Pros Amazing organizer, and efficient tool to quickly solve tickets via Live Chat, Email and Phones! Cons Not a big deal really, but as a chance to keep improving I think it could have a few more features... Review Source JA Jomasel A. Supervisor Consumer Services Used the software for: 1-2 years ### "Excellent Kustomer service you can rely on" December 12, 2023 5.0 Perfect tool for providing smooth and swift customer assistance. It also helps us resolve customers issue quickly because it has all the data that we need. Pros It has all the data on what we need especially when we are assisting callers, all data already included completely. Very detailed and really helpful in pulling up callers information so we efficiently assist them everyday. Cons None as of the moment, never encountered an issue using this tool. Review Source LJR Louie Jay R. Customer Sevice Representative Outsourcing/Offshoring Used the software for: 6-12 months ### "Work Daily Basis" October 14, 2023 5.0 I’ve been using this tool as a daily basis at work. And as far as I’ve used it I really enjoy doing my job. It doesn’t give me any stress task instead it gives me willingness to do my job. Pros I like Kustomer because of its feature where you can see your status on your profile. I’ve use kustomer to my work as Call center and it really help me recognized all my csats and more. Cons Kustomer is a perfect tool. It’s been useful since then . I dont see any feature that needs to improve kustomer. Review Source KCG Khim Cate G. CSR Consumer Services Used the software for: 6-12 months ### "Kustomer Daily Use Review" October 26, 2023 5.0 Everything is awesome. I did not encounter any problem using it everyday. Pros It is easy to use and user friendly. All information needed is summarized on the first page and easy to access. Cons None so far. everything is good! It is easy to navigate and easy to familiarize. Review Source AP Armend P. Digital Marketing Food & Beverages Used the software for: 2+ years ### "Helps you to resolve work related tasks" March 28, 2019 4.0 Kustomer is one of the main tools of every company. You can keep track of your employees and all the information with the partners and customers. Overall it's a great product. Pros Kustomer is a great tool and software that every company should have. Before Kustomer we were using different softwares and admin but after we started to work in Kustomer we realized how much efficient and easy Kustomer was. This software is part of our daily job where we communicate with our colleagues and solve different tickets and issues. Kustomer allows you to send sms and emails to your partners and customers and keep track of all information in one place. Cons So far everything seems to be working fine maybe Kustomer should improve the dropdowns a little bit but so far everything is good. Review Source HK Hassan K. Member Experience Associate Health, Wellness and Fitness Used the software for: 1-2 years ### "A must for Call Centers!" September 13, 2022 5.0 All-in-one suite for handling everyday interactions from our customers. Simple, easy to use, and fast interface. Pros Kustomer is quick, easy to use, and gets the job done! I like that it's web based app that provides all-in-one suite for handling customers' e-mails, chats, as well as calls. Cons Sometimes there are outages that destabilizes Kustomer's performance, but they work on resolving them very quickly. Review Source AA Allie A. Senior Sales Executive Food & Beverages Used the software for: 2+ years ### "Improving our customer service!" April 2, 2019 5.0 Kustomer has helped build stronger customer relations Pros Kustomer has given our team much needed insight on our partners, and makes it easy to review and communicate. It has helped increase capacity, and increase resolutions! Cons The software took a little time to learn personally, but this is normal with any new software! It is still easy to learn and manage. Review Source LB Luna B. Growth Representative Food & Beverages Used the software for: 2+ years ### "Compact product. Highly recommended." March 27, 2019 5.0 Pros How organised it is. And how organised keeps the workflow. Amazing asset for big companies. Cons At times, dropdown categories tend to get confusing. Review Source DG Daniel G. Member Support Plus Associate Banking Used the software for: Less than 6 months ### "A good platform for customer interaction" September 20, 2022 4.0 Pros Kustomer is intuitive to use. I love how many options I have when it comes to snoozing conversations. That way they will reappear exactly when you need them. I also like that there is in in-built dark theme and you don't have to waste time looking for Google extensions. Cons While the admin can insert predetermined macros (template messages), it is impossible for you to add personal ones and it is inconvenient to constantly have to get them elsewhere. If the ticket has had too many previous conversations,the interface gets too clustered and confusing. Review Source LA Leah A. Sales Food & Beverages Used the software for: 6-12 months ### "Kustomer is great for work" April 1, 2019 5.0 Its great for the business im in, i can keep tabs of what is going on with every specific shop Pros Its great to keep everything organized and send tickets to the correct teams Cons It logs out itself after a little while of not being active Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.