Marg Kustomer

I like the ability for single line exchanges to be automated. Also good organization for data and ability to snooze conversations versus mark it as done. Great organization for responding to oldest conversations first.

Automated workflow is a mess. When chat and email routing before you even send ending sho rtcut conversation has ended no ability to prepopulate the field during down time in your chat otherwise the entire chat will end and your screen will send you elsewhere without clicking anything.

Recommendations to others considering the product:

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

KObjects, timeline concept and focus on CX context is refreshing.

Allows for theoretically great no/low-code supported functionalities and has the potential to become an operating system for most of the front-facing/administrative team in your company.

1. We were promised features in the sales cycle that aren't yet delivered. It's been 8 months.

2. Their technical platform is buggy and often slow

3. We've had several downtimes on key communication channels.

4. Their SDKs are horrible. Really, don't use this for chat communication if those channels are important to you,

5. The workflow engine they have is immature still. Race conditions and unclear progression is to be expected.

6. You cannot integrate your own channels to the system. And there is no outbound chat, so don't think you can replace Intercom with Kustomer.

7. It seems the feature roadmap is decided by popular vote from support staff. The feature list maintained in Canny is honestly extremely superficial needs and seems like a bunch of useless feature creep.

Recommendations to others considering the product:

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

I liked the layout of the the home page and the customizable responses that you can add yourself. Very easy to use template wise.

There was no way to flag spam requests that we see repeatedly by the same email easily. A simple spam folder would have been neat to separate the clutter from requests that need attention.

Recommendations to others considering the product:

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

How you could help witg iT issues easly over the net.

Its not as integarted as the other softwares out there.

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

I loved how Kustomer looked for our customers, it was a plain text email that went right to their inbox. We ran into three main issues and our rep did try to help us out by connecting us to product as well as other companies who use the product for similar cases as ours, but we still did not resolve the issues we had.

I absolutely hated the lack of insight when it came to reporting. It was so hard to get a clear idea how many contacts we received and under what category these fell in. Kustomer fell short in delivering a solution that did not involve exporting raw data to build out a report. They also were not clear about the lack insight into reporting when they sold us on the product, which was a disappointment. We were very clear about what we needed but at the end of the day, could not measure our success with Kustomer. A few other issues: Trying to forward an email to someone external (outside of Kustomer) is non-existent. We were given a Beta version to try and it was so hit or mess and didn't include the original message. Such a bad experience for the customer and for us. We did not have an API integration since it took a lot of back end work, so we had to import users to email which was fine, but definitely confusing and not as seamless as it is on other platforms.

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