This review was last updated
This CRM Review examines Kustomer.
In-Depth CRM Review
530 7th Avenue, Suite 2007
New York NY 10018-4820
Telephone: (212) 497-1188
CRM Taxonomy: CRM – Cloud
Sub-Category: Contact Manager
Seats: Small Business/SMB
About the Company:
A new startup called Kustomer has only recently come out of stealth mode with an aim to take a fresh approach – rebuilding the CRM from the point of view of the customer rep. Ambitiously, it is also trying to change the general business mindset in the process. By building a platform that is easy enough for everyone to use and holistic in the data it contains, Kustomer believes that anyone in a company, not just those relegated to the CRM silo, could act as a customer service rep.
“Everyone should be able to support the customer,” in the words of CEO and co-founder Brad Birnbaum.
About the Product:
The first platform to unify everything in one place
Kustomer lets you easily combine all of your customers’ conversations, custom objects, and tracking events in an easy-to-use interface.
Your customers are people not tickets. The customer timeline is at the center of the Kustomer platform, and provides a complete, fully actionable view of the customers’ experience.
See all of your conversations with a customer across different channels including email, texts, and more. This gives you the full context of your customer’s history, which enables you to engage with them in a more personalized way.
Get better immediate insight into your customers’ needs with their conversation history.
Every business is different. Custom Objects let you tailor Kustomer to the unique way you work with your customers. Custom objects could be your customers orders or account information.
View a complete picture of your customers’ activity from their first interaction through their whole customer journey, including site visits, & shipping history and more.
Create groupings of customers to manage using precise search criteria including transactions, events or conversations. This enables you to respond to customers more efficiently.
Kustomer provides you with a variety of features and information that lets you have more personalized and effective conversations with every customer you engage with.
Built for the way people really have conversations. Kustomer lets you have a continuous conversation across different channels. Start over email and finish over text.
Kustomer’s messages are like real communications from real people. No ticket number or mention of “do not reply.”
Seeing your customers’ sentiment lets you understand the best way to communicate with them and how best to prioritize them. You can generate reports based on sentiment changes that help you understand your team’s effectiveness.
Set up more intelligent reminders for follow-ups that are triggered by events like receiving packages or a next purchase. This allows you to be more proactive when supporting customers.
Features like Notes, Following, and @mentions lets different team members throughout the company come together to help a customer.
Use Chat to convert anonymous visitors into customers and ultimately into seriously engaged users. Chat is fully customizable for your brand and business.
Create powerful multistep automated workflows using the Kustomer Workflow Builder; no developer required. This enables you to take action based on either Kustomer or external data and provide a higher quality, more efficient customer experience.
REPORTING & ANALYTICS
Generate reports about your conversations, team performance, and customer base. Customize by choosing different chart types, date ranges, and data sources.
Dive even deeper into your customers’ needs by adding data from external services through Custom Objects and Tracking Events.
Our API-first platform integrates quickly and deeply with all the third-party customer interaction applications.
Free Until End of March 2017
For a proper demo of this CRM solution:
For a proper demo of this CRM solution, please contact the company directly.
Rich’s View of Kustomer:
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