Kustomer
Kustomer, Inc.
"AI-Powered Customer Service CRM Platform"
Kustomer is an omnichannel customer service CRM platform that unifies all customer interactions across email, chat, SMS, voice, and social media into a single conversation timeline, enabling agents to deliver fast, personalized support with AI-powered automations and comprehensive customer insights.
Overview
Pricing Plans
Pricing Model: Seat-based (per user/month) or Usage-based (per engaged conversation)
What's Included
- Omnichannel support (email, chat, SMS, voice)
- 360-degree customer view
- 3 queues per team
- 100 business rule workflows
- Knowledge base with SEO optimization
- Call recording and transcriptions
- Automated routing and assignment
- Team collaboration tools
- Real-time reporting and analytics
- Native CRM with custom objects
What's Included
- All Enterprise features
- 10 queues per team
- 200 business rule workflows
- Advanced customization options
- Premium integrations and API access
- Dedicated account management
- Advanced analytics and reporting
What's Included
- All Enterprise plan features
- Bundled platform and channel support
- Email, WhatsApp, SMS, Voice pay-as-you-go
What's Included
- All Ultimate plan features
- Bundled platform and channel support
- Email, WhatsApp, SMS, Voice pay-as-you-go
What's Included
- Variable pricing based on conversation volume
- Flexible for high-volume support teams
- Pay-as-you-grow model
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Key Features
Consolidates all customer interactions across email, chat, SMS, voice, and social media into a single chronological view, providing agents complete context without switching between platforms.
Included in these plans:
Native support for email, chat, SMS, voice, social media, WhatsApp, and messaging platforms, enabling seamless customer conversations across all channels from one interface.
Included in these plans:
Intelligent workflows with AI agents that automatically resolve customer issues, classify conversations, detect sentiment, and route tickets to appropriate agents without manual intervention.
Included in these plans:
Complete customer profile including purchase history, preferences, previous interactions, custom attributes, and real-time data from connected systems for highly personalized support.
Included in these plans:
SEO-optimized, customizable knowledge base with AI-powered search, FAQs, and customer portal to enable ticket deflection and reduce support volume through 24/7 self-service.
Included in these plans:
In-depth reporting on team performance, customer satisfaction, conversation metrics, agent productivity (AHT, handle time), and custom dashboards with data explorer for deep insights.
Included in these plans:
Fully integrated voice calling with IVR, call recording, transcriptions, AI call summaries, hold/transfer functionality, and automatic call logging into customer timeline.
Included in these plans:
Flexible workflow engine with up to 100 (Enterprise) or 200 (Ultimate) business rules, custom object creation, and dynamic routing to configure the platform exactly for your business needs.
Included in these plans:
Internal notes, mentions, tags, snooze statuses, and queue management to enable seamless collaboration between team members without cluttering customer conversations.
Included in these plans:
AI copilot that assists agents by surfacing relevant customer information, suggesting responses, and summarizing conversations to speed up resolution and improve quality.
Included in these plans:
What Makes It Stand Out
- 1
Conversation-first architecture: All customer interactions organized chronologically in unified timeline rather than fragmented tickets, enabling superior context and faster resolution
- 2
Native omnichannel with voice: Built-in support for email, chat, SMS, voice, social media, and messaging apps without expensive add-ons or third-party integrations
- 3
Dual AI approach: Combines customer-facing AI agents for self-service automation with AI assistant for reps, enabling both deflection and agent productivity
- 4
Enterprise-grade CRM customization: Unlimited custom objects, business rules (100-200 depending on plan), and workflows allow configuration to match any business process
- 5
Superior reporting and analytics: Comprehensive, in-depth reporting unavailable in competitors like Zendesk, with data explorer for custom analysis and team performance visibility
- 6
Designed for mid-market and enterprise: Sophisticated customization and features for complex organizations requiring deep personalization and control
API Access Available
Short Hills, New Jersey, USA
269 employees (Growjo data)
Operating across United States with international presence in UK, Netherlands, Canada, and select other regions
- G2 Fall 2025 - Easiest to Use (Help Desk)
- G2 Fall 2025 - Help Desk Leader
- G2 Fall 2025 - Leader in Conversational Support
- G2 Fall 2025 - Most Likely to Recommend
- G2 Fall 2025 - Social Customer Service