Kustomer

Un CRM intelligent pour le service client

4,6 /5 (23 avis) Donnez votre avis !

Kustomer - Présentation

Description du logiciel Kustomer

Établissez des relations solides grâce à cette solution de gestion client de nouvelle génération. Avec l'unification des ensembles de données pertinentes, historiques des clients, applications et systèmes, Kustomer permet aux équipes d'automatiser leur logique commerciale d'expérience client. Kustomer fournit aux agents une vue complète des achats et interactions pour chaque client, permettant ainsi une prestation de services personnalisée.

Kustomer - Présentation

Prix

À partir de
99,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Kustomer - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis
Langues
anglais

Media

94644
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94648
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585822
Kustomer video Capture d'écran pour Kustomer : Kustomer integrates conversations, transactions & company proprietary data in one platform Capture d'écran pour Kustomer : Collaborate in real time on customer issues Capture d'écran pour Kustomer : View customer history and respond using multiple channels like email, text, voice and chat Capture d'écran pour Kustomer : See all conversations with a customer across different channels including email, texts and more Capture d'écran pour Kustomer : View customer orders or account information Capture d'écran pour Kustomer : Set up intelligent reminders for follow-ups Capture d'écran pour Kustomer : Use chat to engage with customers

Kustomer - Avis

Kustomer - Avis

Note globale
4,6
/
5
Excellent
14

Très bien
8

Moyen
1

Médiocre
0

Mauvais
0

Rapport qualité-prix
4,5
Fonctionnalités
4,4
Simplicité d'utilisation
4,7
Support client
4,5
96% des utilisateurs recommandent cette application
Meagan M.

Very happy Kustomer! (HA get it?)

when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate.


Traduire avec Google Translate
Maija P.

Centralized Customer Interactions

Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search.


Traduire avec Google Translate
Elmedina B.

Good experience, with options to improve


Traduire avec Google Translate
Utilisateur vérifié

Highly customizable customer support experiences

I love it! I am experiencing Kustomer withdrawal now so thought I would hop on here to share my appreciation to this robust and helpful platform. I wish we hadn't transitioned away. I understand it had to do with costs.


Traduire avec Google Translate
Jessie B.

smooth, efficient, what more could you ask for?

I have had a great overall experience with Kustomer. It has helped us grow within our customer interactions and aid us with information to be of more assistance. I feel like this program is amazing for all contact center to utilize.


Traduire avec Google Translate
Meagan M.
Secteur d'activité: Internet
Taille de l'entreprise: 51-200 employés
Traduire en français

Very happy Kustomer! (HA get it?)

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 01/08/2018
Provenance de l'avis : Capterra

when leaving desk.com, we shopped zendesk and freshdesk in addition to kustomer. we chose kustomer and have never looked back. it's been integral to getting not only CX but multiple operations teams into a single environment where we can collaborate.

Avantages

the concept can't be beat - aggregating multiple customer touchpoints into a timeline really gives you an immediate sense of that user. not only can you quickly glance at context clues (like purchases, NPS surveys, and support cases) but with the right integrations, you already know WHICH customer is calling as within a second of answering the call. this makes it easy for your agents to already dive into the issue and pitch solutions without having to ask for name, confirmation number, etc. all the basics are there too like user profile with easy edits, merging, moving, forwarding, notes, macros, etc. since we got in early we've seen a lot of exciting features and changes with kustomer over the last year. autopilot steers tickets right to your agents so they don't go cherry picking through searches. making new searches is crazy easy and you can set specific team-based or user-based permissions for them. @mentions available for internal notes on cases. there's an internal knowledge base they recently released which seems awesome, though we've yet to utilize it. CSM and customer support are pretty great too.

Inconvénients

there's a lot they still aspire to - they're a young company who just secured another round of funding and with any luck they'll hire a lot of developers. we've been a somewhat demanding client but the truth is that you need robust reporting to understand your CX/CS teams and hold them accountable. they out-of-the-box reports that kustomer offers are "good" but leave a lot to be desired. you can export custom CSVs to find what you need but it's not always possible to find what you need at all, and only one person can export at a time per environment. additionally, while the concept of open API and full access for users to write scripts and worfklows for their environments is wonderful in theory, the documentation provided for workflows is weak. if you don't know javascript, you'll struggle to write your own workflows.

Traduire en français

Réponse de Kustomer

Hi Meagan, happy to read about your experience with Kustomer! Having long-term happy customers like yourself makes us super proud :)

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Maija P.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 51-200 employés
Traduire en français

Centralized Customer Interactions

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 22/01/2020
Provenance de l'avis : Capterra

Overall, Kustomer has been helpful in allowing my company to gather all customer communications in one central location, allowing team members to easily access a customer's full correspondence history with a single search.

Avantages

I like that Kustomer creates a centralized database of customer communications. At a glance, I can see a full history of customer chats, emails and internal notes. I also like that I can easily assign tickets to other members or teams within my company and tag others in notes if I need help responding to a query or need to alert another team member to the communication. Filters and settings have relatively useful customization and reporting for communication statistics and customer satisfaction survey responses is also easily accessible.

Inconvénients

I least like that some of the icons for different functions look similar, so if I'm looking quickly, I sometimes select the wrong action. For example, the icon to edit customer details looks similar enough to the icon for reassigning a ticket to another team member (both include the outline of a person's head) so at least a few times a week I accidentally select one instead of the other.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Elmedina B.
Traduire en français

Good experience, with options to improve

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 18/01/2018
Provenance de l'avis : Capterra

Avantages

- Helpful for the company
- Raised the communication throughout the employees
- A lot of issues were fixed by using it

Inconvénients

- The included tags after some times or in some cases immediately disappear
- The mention option will be good to be as a separate option
- Sometimes the 'My open conversation' disappear from the system
- My manager can see the conversation that I have, but I can not see them even that I have the option to be seen by me

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Utilisateur vérifié
Secteur d'activité: Photographie
Taille de l'entreprise: 51-200 employés
Traduire en français

Highly customizable customer support experiences

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 10/05/2020
Provenance de l'avis : Capterra

I love it! I am experiencing Kustomer withdrawal now so thought I would hop on here to share my appreciation to this robust and helpful platform. I wish we hadn't transitioned away. I understand it had to do with costs.

Avantages

What I liked best is how it adapted to our unique needs! The fact that we could see EVERY client interaction within their own timeline has saved me from making mistakes more times than I could count. You can also move tickets/emails between timelines, so it's easy to keep everything organized. When working on a team where more than a single agent works simultaneously in the same email box, Kustomer shows you exactly who is handling what, which is also a huge time saver. No more constant back and forth with your team to fiure out who is doing what! We recently transitioned away from this solution and I couldn't miss it more.

Inconvénients

There's a bit of a learning curve when you are first setting it up and using it, but that's true with most of the similar softwares. Forwarding emails is also a bit counter-intuitive but I understand they have it in their radar to fix this.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Jessie B.
Secteur d'activité: Services aux consommateurs
Taille de l'entreprise: 201-500 employés
Traduire en français

smooth, efficient, what more could you ask for?

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 17/07/2019
Provenance de l'avis : Capterra

I have had a great overall experience with Kustomer. It has helped us grow within our customer interactions and aid us with information to be of more assistance. I feel like this program is amazing for all contact center to utilize.

Avantages

I like how this software merges all contacts with customers, all contact are within one pager per customer so you can see when they reach out, how many times and even incorporates our ratings for the interaction. We even have access to orders the customer has placed which has eliminated the need to have multiple tabs open. We have the ability to see ho much they have spent with us as well, it makes our job so much easier and gives us access to information more quickly. I also enjoy the different statuses that we can be in to let our managers know what we are doing and to track our efficiency.

Inconvénients

I do not like how sometimes near then end of my shift this program shuts down, and causes me to have a delay in my work day and even interacting with customers. I also don't like the generic names it gives people contacting us prior to them identifying themselves. An example of theses are (purple compass, green broom, silver basket) basically a color and an object to identify customers.This program also opens a new tab to be available to customers with amazon connect, this forces us to have another tab open causing our screens to be cluttered.
I do not like how free trials of expanding text programs fo not work within this, you have to pay for the ability to use the specific program I am referring to, so then we had to find a less efficient program to assist with expanding our text. Also a grammar program we used doesn't link up with this either.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 10.0/10

Recommandation utilisateur
9,1/10
Basé sur 23 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Kustomer - Prix

Kustomer - Prix

À partir de
99,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,5/5
Basé sur 23 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Kustomer - Fonctionnalités

Kustomer - Fonctionnalités

API
Base de données de clients
Base de données de contacts
Champs personnalisables
Enquêtes et feedback
Gestion des calendriers
Gestion des contacts
Importation et exportation de données
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Modèles personnalisables
Notifications automatiques
Paiements électroniques
Rappels
Rapports et statistiques
Rapports personnalisables
Stratégie de marque personnalisable
Suivi des activités
Tableau de bord d'activités
Fonctionnalités
4,4/5
Basé sur 23 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Kustomer - FAQ

Kustomer - FAQ

Voici quelques-unes des questions fréquentes sur Kustomer.

Q. Quels sont les types de licence disponibles pour Kustomer ?

Types de licences disponibles pour Kustomer :

À partir de: 99,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Non disponible

Q. Quelles sont les principales fonctionnalités du logiciel Kustomer ?

Nous n'avons pas d'informations sur les fonctionnalités de Kustomer.

Q. Qui utilise Kustomer ?

Utilisateurs habituels du logiciel Kustomer :

PME, Grandes entreprises, Entreprises de taille moyenne

Q. Dans quelles langues Kustomer est-il disponible ?

Langues dans lesquelles Kustomer est disponible :

anglais

Q. Quels sont les types de licence disponibles pour Kustomer ?

Types de licences disponibles pour Kustomer:

Abonnement

Q. Kustomer prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Kustomer.

Q. Avec quelles applications Kustomer peut-il s'intégrer ?

Applications s'intégrant à Kustomer :

Campaign Monitor, HubSpot CRM, HubSpot Marketing Hub, Mailchimp, Nicereply, PieSync, Robly, Teamleader, UJET, Zendesk Sell

Q. Quelles sont les ressources d'aide disponibles pour Kustomer ?

Ressources d'aide disponibles pour Kustomer :

Support téléphonique, Support en ligne, Base de connaissances, FAQ, Tutoriels vidéo