Kustomer
Kustomer is a customer service and support software company that provides an omnichannel CRM platform for businesses to manage customer conversations across email, chat, social, and other channels in a single interface. Its software is used by customer support and CX teams to track interactions, automate workflows, and analyze service performance, sold primarily on a subscription (SaaS) basis to mid-market and enterprise clients.
- Customer Support & Help Desk
- Customer Success Software
- Workflow Automation
- Revenue
- $60.0M
- Employees
- 350
- Founded
- 2015
- Headquarters
- New York City, United States of America
What 19 Arbolus experts think of Kustomer
NPS distribution is skewed positive, with 50% scoring 8 or higher, several at 10, and only one detractor. Renewal intent is strongly positive among high spenders and influencers; most undecided responses appear in low/mid spend users. The customer base remains sticky, with over 80% in post-pilot stages and most having more than one year of use. Key quantitative themes include strong platform satisfaction for operational efficiency and a correlation between longer tenure, higher spend, and positive sentiment.Overall Customer Sentiment: Positive
Who reviewed Kustomer
- C-Suite 65% (12)
- Director 24% (5)
- Manager 12% (2)
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Sentiment
15 Net Promoter Score, from 19 scored reviews- Promoters 5
- Passives 12
- Detractors 2
Cumulative NPS by month
+0 over 6 months- Aug 8
- Dec 8
- Mar 8
- May 8
- Jun 8
- Jul 8
Net Promoter Score across 7 reviews, accumulated up to each month. Category median 17 across 7 companies.
Written answers and themes publish with the full report.
Renewal intent
Plan to renew 60%Plan to renew, by seniority
- 60% 10 answers
- 50% 4 answers
- 100% 1 answer
- 8.6/10 Average score from customers who will renew
- 7.5/10 Average score from undecided customers
Top alternatives
Most weighed by Kustomer customers
More in Data & Analytics and Workplace & Productivity
Other companies in both categories with a customer report.
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