Kustomer

Manage customer conversations, support, and relationships across multiple communication channels.

Kustomer Overview

Updated November 17, 2025

Kustomer is a customer relationship management platform designed to help businesses deliver personalized and efficient support. It centralizes interactions across channels such as email, chat, social media, and phone, allowing teams to manage conversations in a unified workspace.

With built-in automation, AI-powered tools, and detailed customer timelines, Kustomer enables retail companies to improve response times, strengthen relationships, and create seamless customer experiences that drive long-term satisfaction and loyalty.

Key Features

Conversational Timeline: A feature that provides a comprehensive view of every customer interaction across all channels, showing historical context to help teams deliver personalized and well-informed support.
Tasks and Automations: A system that streamlines workflows with automated task creation and intelligent rules, which reduces manual effort and ensures consistent handling of customer issues.
Omnichannel Capabilities: A solution that integrates email, chat, social media, and phone into one workspace, allowing agents to manage conversations seamlessly without switching tools.
Reports and Analytics: A set of standard and customizable reports that track performance metrics and identify trends, which help businesses enhance service quality and operational efficiency.
AI Assistance: A suite of AI-powered tools that suggest answers, automate repetitive tasks, and speed up the resolution of common customer requests, improving both customer and agent experiences.

Price

Plan	Price	Key Inclusions
Enterprise	$89 per seat/month*	Conversational timeline, tasks and automations, data & file storage, standard & custom reports, omnichannel capabilities
Ultimate	$139 per seat/month*	All Enterprise features, plus skills-based routing, extra data & file storage, real-time pulse dashboard, SCIM, SAML SSO
AI Agents for Customers	$0.60 per engaged conversation**	Automates customer service with AI agents that resolve issues quickly and naturally
AI Agents for Reps	$40 per user/month**	AI assists reps by surfacing info, suggesting responses, and speeding up resolutions

Check pricing details: https://www.kustomer.com/pricing/

Pros

Competitor	Pros of Kustomer
Zendesk Support Suite	Kustomer offers a unified CRM that captures customer conversations and context in one view, while Zendesk focuses more on ticketing workflows.
Freshdesk	Kustomer includes built-in AI tools and automation that streamline support and understanding, whereas Freshdesk may rely more on add-ons or manual setup.
Intercom	Kustomer organizes customer history around a timeline and integrates multiple channels cohesively, while Intercom prioritizes chat and messaging.
Gladly	Kustomer delivers a full CRM-backed service that links past customer actions with support, while Gladly centers more narrowly on ticket handling.
Salesforce Service Cloud	Kustomer gives a simpler, more predictable pricing model for support teams, and still includes automation and omnichannel tools without the complexity of Salesforce.

Cons

Competitor	Cons of Kustomer
Zendesk Support Suite	Kustomer can cost more per user and may not match Zendesk’s larger ecosystem and integration marketplace.
Freshdesk	Kustomer’s pricing starts higher, which makes it less accessible to small teams that find Freshdesk’s entry-level plans very budget-friendly.
Intercom	Kustomer’s interface and setup feel more involved, which contrasts with Intercom’s lightweight, chat-first ease of use.
Gladly	Kustomer’s broader CRM features may introduce more complexity than Gladly, which some teams prefer for its straightforward, customer-friendly interface.
Salesforce Service Cloud	Kustomer lacks the deep customization, global scale, and enterprise-grade analytics that come with Salesforce’s mature platform.

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