Kustomer

What do you like best?

Ability to view and bring the entire customer history into one tool. We use this for six teams in our org and it's allowed us to provide more total, seamless support and help our customers more quickly and efficiently. Also, love the customizing of colors to call attention to different searches as well as the ease of setting up new business rules. Our CSM and support have been readily available for all questions and I have been on a few feedback calls with product team members for them to show us items and get feedback - love how much they appreciate and want feedback.

What do you dislike?

I wish we could set default teams similar to other CRMs. Somethings to require workflows that seem standard in others but if you take the time to learn it, you can still get it done in Kustomer and support is always available as well. I'd love to see more user-friendly ways to audit the knowledge base and shortcuts. Right now, we export and edit in Google Docs. Would love to have a better system for that in the tool.

Recommendations to others considering the product:

I've chatted with a few companies about Kustomer when they recently made the switch and/or are looking into Kustomer and having used other CRMs, I am quick to say that Kustomer has been my favorite to use so far and by far. It's quick to bring your team up to speed, you can solve for agent cherry-picking emails, solve for cross-team functionality with different easy to set up rules and shared searches. It's fun customizing it as business needs change because it's easy to set up new searches to meet your needs. And you will always have resources especially with Kustomer University launching and a plethora of insightful webinars to boot. I really couldn't recommend this enough and can't imagine using another CRM.

What problems are you solving with the product? What benefits have you realized?

Solving for that double dip in support. We're able to help customers as they need and help address outstanding concerns or call back past interactions with ease. We have many different customers and seeing the total history and everything in one place allows us to provide all of our customers the same in-depth support without searching around.