¿Qué es Kustomer?

Kustomer es una plataforma de atención al cliente omnicanal para empresas centradas en brindar experiencias increíbles, no en resolver tickets. Creado con automatización inteligente, Kustomer se amplía para satisfacer las necesidades de cualquier centro de contacto y negocio. Unifica los datos de múltiples fuentes y permite a las empresas ofrecer servicio y asistencia personalizados, uniformes y sencillos de manera centralizada.

¿Quién usa Kustomer?

Medianas y grandes empresas. Comercio minorista, mercados, empresas de suscripción, atención médica, finanzas, servicios profesionales, software/tecnología, mayoristas, logística y servicios de transporte.

¿Dónde se puede implementar Kustomer?

Cloud, SaaS, Web

Sobre el proveedor

  • Kustomer
  • Fundada en 2015
  • Asistencia telefónica
  • Chat

Países disponibles

Estados Unidos

Idiomas

inglés

Sobre el proveedor

  • Kustomer
  • Fundada en 2015
  • Asistencia telefónica
  • Chat

Países disponibles

Estados Unidos

Idiomas

inglés

Imágenes y vídeos de Kustomer

Kustomer Software - 1
Kustomer Software - 2
Kustomer Software - 3
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Vídeo de Kustomer
Kustomer Software - 1
Kustomer Software - 2
Kustomer Software - 3
Kustomer Software - 4
Kustomer Software - 5

Comparar el precio de Kustomer con productos similares

Kustomer

US$ 89,00/mes
Versión gratuita
Prueba gratis
US$ 19,00/mes
Versión gratuita
Prueba gratis
US$ 15,00/mes
Versión gratuita
Prueba gratis
US$ 18,00/mes
Versión gratuita
Prueba gratis

Funciones de Kustomer

  • Alertas y alzada
  • Alertas y notificaciones
  • Análisis de sentimientos
  • Análisis de texto
  • Base de datos de clientes
  • Chat en vivo
  • Comunicación multicanal
  • Configuración de flujos de trabajo
  • Creación de informes/análisis
  • Creación de marca personalizable
  • Encuestas y comentarios
  • Gestión de SLA (Service Level Agreement)
  • Gestión de centros de atención telefónica
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de comentarios
  • Gestión de correo electrónico
  • Gestión de encuestas y sondeos
  • Gestión de la base de conocimiento
  • Gestión de los comentarios negativos
  • Gestión de tickets
  • Gestión de tickets de soporte
  • Macros y modelos de respuestas
  • Modelos personalizables
  • Métricas de rendimiento
  • Panel de comunicaciones
  • Portal de autoservicio
  • Recopilación de datos multicanal
  • Seguimiento de interacciones
  • Visualización de datos

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Opinones de Kustomer

Evaluación media

En general
4,5
Facilidad de uso
4,5
Atención al cliente
4,5
Funcionalidades
4,4
Relación calidad-precio
4,4

Opiniones por tamaño de empresa (empleados)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Encontrar opiniones por puntuación

5
53%
4
41%
3
6%
Meagan M.
Meagan M.
Head Of Customer Experience en EE. UU.
Usuario de Linkedin verificado
Internet, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Very happy Kustomer! (HA get it?)

5 hace 4 años

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Respuesta de Kustomer

hace 4 años

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

Usuario verificado
CTO en EE. UU.
Usuario de Linkedin verificado
Servicios financieros, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Highly Configurable Customer Chat Tool

4 hace 8 meses

Comentarios: Overall it's a great tool for our customer support and in-app chat use case. They are generally responsive to
issues that we have with the tool. Their SDKs leave a bit to be desired though.

Puntos a favor:

Kustomer is a great tool for customer support and chat interaction. We were previously using Intercom but felt left behind as they started to focus more on being an inbound sales tool. Kustomer allows is highly configurable in terms of features/functions and in its integration with outside tools.

Contras:

The web interface has a bit of a learning curve as it's not the most intuitive UI. Additionally, their SDKs can be difficult to integrate due to poor documentation, unusual integration patterns. Their iOS SDK is written in Objective-C which is quite dated at this point.

Mariam K.
Mariam K.
Partner vertical lead en Georgia
Usuario de Linkedin verificado
Servicios para el consumidor, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Chats, Emails and data - together

3 hace 3 meses

Comentarios: 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.

Puntos a favor:

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.

Contras:

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).

Usuario verificado
Supervisor en Georgia
Usuario de Linkedin verificado
Servicios para el consumidor, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great tool for customer service

4 hace 3 meses

Comentarios: Overall I'm pretty satisfied with kustomer, offers a lot of useful tools and reports, it's good indeed but could be even better.

Puntos a favor:

Best part is that the software is easy to get used to. It works great for emails, and live chat, with the ability to have different channels. The supervising tools are awesome as well, you can keep an eye on everything or just use filters to have visibility on something specific. The conversation system is great as well, being able to easily look at previous interactions with the customer helps a lot to understand the whole story.

Contras:

The downtimes, are quite impactful and sometimes takes a long time to fix it. Another downside is that it's not that good for social media, lacks some key features like gifs. Also if the conversation grows a lot the loading times get a bit longer as well, not too much but definitely noticeable.

Emily H.
Communication Operations Manager en EE. UU.
Ocio, viajes y turismo, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Alternativas consideradas:

Intuitive, Easily Customizable, Kustomer has been a great solution for our company.

5 hace 5 meses

Puntos a favor:

With Kustomer, personalization and customization is incredibly easy. Overnight we were able to set up chatbots, FAQ pages, contact forms, and other features we had been relying on our engineering team to create for us with our previous CRM platform. The team loves how tickets are centered around the customer so we have a full picture every time we need to help someone.

Contras:

Filters for new searches can be a bit tricky to set up to ensure that you're not missing any customer communications. Reporting can also be a bit tricky to set up as there are a lot of parameters to filter through.