Kustomer

Kustomer

Intelligent CRM for Customer Service

4.5/5 (21 avis)

Kustomer - Présentation

Create Customer Friendships with the next-generation solution to customer management. By unifying all relevant data, customer history, apps, and systems, Kustomer helps teams automate CX business logic. Kustomer provides agents with a full view of every customer’s purchases and interactions, enabling personalized service delivery.

Prix

À partir de
99,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

États-Unis

Langues

anglais

Kustomer - Avis

Note globale
4.5/5
95% d'avis positifs
12
Excellent
8
Très bien
1
Moyen
0
Médiocre
0
Horrible
Meagan M.
Traduire avec Google Translate

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.

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
Jessie B.
Traduire avec Google Translate

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
Armend P.
Traduire avec Google Translate

Helps you to resolve work related tasks

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 28/03/2019
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

So far everything seems to be working fine maybe Kustomer should improve the dropdowns a little bit but so far everything is good.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation

Probabilité de recommander le produit

8.0/10
Aleksandar M.
Traduire avec Google Translate

Great CRM Software

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 06/06/2019
Provenance de l'avis : Capterra

We use Kustomer as the main tool for tracking our workflow, and customer relations, as it has a great ticketing system. As a company with lots of teams, it helps us a lot with our day to day work.

Avantages

There are lots of CRMs out there, but one of the things that separate Kustomer out of the bunch is its internal conversation system. It helps us connecting business to the customer as well as employee to employee with its powerful ticketing system. The communications with the customers are integrated and tracking of the product and workflow is so easy.

Inconvénients

It has a steep learning curve, at first glance, it is very confusing to the new employees. Also, Kustomer needs to improve on its reporting tools and options, it is very annoying having to enter the date every time you change something in the report.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Petar P.
Traduire avec Google Translate

Customer and Consumer Tracking

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 06/06/2019
Provenance de l'avis : Capterra

As a user that depletes the reporting resources to the max i sometimes find it hard to finish a request with only one report, meaning i would need to create 2-3 reports to present the final result.

Avantages

I like how seamless is the maneuvering between the consumer tasks and the customer tasks. Since we are a consumer service company, we have customers that use our services and we serve also the customers of our customers. :)
So having all that in one place is awesome.

Inconvénients

Using the in app reporting tool can be a bit tricky. It doesn't give you all the freedom like you would have when you would be querying the data yourself. It lacks advanced filtering and grouping of reports.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10

Kustomer - Prix

À partir de
99,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Enterprise: $99 per user/month (billed annually)
Ultimate: $169 per user/month (billed annually)

Kustomer - Fonctionnalités

  • API
  • Intégration CRM
  • Intégration de tiers
  • Intégration des médias sociaux
  • Rappels automatiques
  • Rapports et statistiques
  • Rapports personnalisables
  • Suivi des activités

  • Base de données de clients
  • Base de données de contacts
  • Champs personnalisables
  • Gestion des calendriers
  • Importation et exportation de données
  • Intégration des e-mails
  • Intégration mobile
  • Modèles personnalisables
  • Notifications automatiques
  • Paiements électroniques
  • Stratégie de marque personnalisable
  • Tableau de bord d'activités

Plus d'informations sur Kustomer

Kustomer - Principales fonctionnalités

  • @mentions
  • Activity tracking
  • Automated routing
  • Automatic reminders
  • CRM
  • Collaboration tools
  • Collaborative workspace
  • Communication management
  • Conversation history
  • Cross-channel communications
  • Custom objects
  • Custom workflows
  • Customer complaint tracking
  • Customer engagement center
  • Customer history
  • Customer returns
  • Customer support tracking
  • Data visualization
  • Dynamic workflow
  • Email management
  • Event tracking
  • Follow-up scheduling
  • Help desk
  • Inbox management
  • Known issue management
  • Live chat
  • Notes
  • Queue management
  • Reporting
  • Reporting
  • Returns management
  • SLA management
  • Search functionality
  • Sentiment analysis
  • Service level agreements
  • Task management
  • Text management
  • Third party integration
  • Timeline management

Avantages

  • The timeline provides a complete, fully actionable view of a customer's history of interactions.

  • Engage with customers through continuous omni-channel communication, including email, texts, voice, chat, Facebook messenger, and more.

  • Custom Objects allow users to view and take action on external data like orders.

  • Make intelligent business decisions using searches that enable users to prioritize and respond to customers more efficiently.

  • Understand a customer's mood using sentiment tracking technology.

  • 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

    version d'essai gratuite: Disponible

    Enterprise: $99 per user/month (billed annually)
    Ultimate: $169 per user/month (billed annually)

    Q. Quelles sont les principales fonctionnalités du logiciel Kustomer ?

    Fonctionnalités du logiciel Kustomer :

    • @mentions
    • Activity tracking
    • Automated routing
    • Automatic reminders
    • CRM
    • Collaboration tools
    • Collaborative workspace
    • Communication management
    • Conversation history
    • Cross-channel communications
    • Custom objects
    • Custom workflows
    • Customer complaint tracking
    • Customer engagement center
    • Customer history
    • Customer returns
    • Customer support tracking
    • Data visualization
    • Dynamic workflow
    • Email management
    • Event tracking
    • Follow-up scheduling
    • Help desk
    • Inbox management
    • Known issue management
    • Live chat
    • Notes
    • Queue management
    • Reporting
    • Reporting
    • Returns management
    • SLA management
    • Search functionality
    • Sentiment analysis
    • Service level agreements
    • Task management
    • Text management
    • Third party integration
    • Timeline management

    Q. Qui utilise Kustomer ?

    Utilisateurs habituels du logiciel Kustomer :

    Entreprises de taille moyenne, PME

    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, Mailchimp, Nicereply, PieSync, Robly, Teamleader, UJET, Zendesk Sell

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

    Ressources d'aide disponibles pour Kustomer :

    Base de connaissances, Support en ligne, Support téléphonique