Kustomer
A CRM-style customer service platform that organises support around customer timelines instead of tickets.
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About Kustomer
Kustomer is a customer service platform that treats support like a CRM. Instead of separate tickets, each customer has a timeline combining conversations from email, chat, SMS, voice and social with orders and other data from connected systems, and teams can define custom objects for things like bookings or subscriptions. AI agents and assistants handle common requests and help human agents, and workflows automate routing and actions. It was founded in 2015 by Brad Birnbaum and Jeremy Suriel, who had earlier built Assistly, later Desk.com; it was bought by Meta in 2022 and became independent again in 2023. Kustomer targets mid-market and enterprise consumer brands and does not publish prices, which are quoted after an assessment. The data model is powerful but takes effort to set up, and it is more than small teams need. It runs in the browser. It suits brands with lots of customer data who want support agents to see it all in one place.
Best for: Consumer brands that want support built around a full customer timeline and custom data.
Pros and cons
What works
- Customer timeline instead of disconnected tickets
- Custom objects for orders, bookings and more
- AI agents and workflow automation built in
Why people leave
- Quote-only pricing
- Setup of the data model takes time
- More platform than small teams need
Top Kustomer alternatives
See all 5- 1
Gladly66.5Also customer-centred, with a single thread per customer for retail brands.
- 2
Zendesk62.6Self-serve plans and a much larger app marketplace.
- 3SaSalesforce Service Cloud59.6
Enterprise CRM-based service if you're already on Salesforce.
- 4
Dixa57.2Conversation-centred platform with published per-agent prices.
- 5
Intercom55.3AI-first support with transparent seat and per-resolution pricing.
Why people left Kustomer
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Kustomer: common questions
Is Kustomer free?
No, Kustomer is a paid product.
Is Kustomer open source?
No, Kustomer is not open source.
What platforms does Kustomer run on?
Kustomer is available for Web.
What are the best alternatives to Kustomer?
The highest-ranked Kustomer alternatives right now are Gladly, Zendesk and Salesforce Service Cloud. See the full ranked list for pricing, platforms and verified facts.