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Kustomer

The AI-Powered Customer Service CRM Platform

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Overview

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Kustomer is a leading AI-powered customer service CRM platform that unifies customer interactions, enabling businesses to deliver exceptional, zero-effort experiences. By integrating CRM, ticketing, and next-gen AI tools, Kustomer transforms reactive support into proactive, personalised service. The platform empowers organisations to automate routine tasks, assist agents with intelligent tools, customise operations to fit unique needs, and generate actionable reports, driving continuous improvement in customer experience.

How It Works

  • Automate:
    • Instantly resolve customer issues across all channels with AI-powered conversations.
    • Automate repetitive, manual processes via workflow automation builders.
  • Assist:
    • Advanced AI triages, routes, and aids agents with omnichannel capabilities.
    • AI assistant handles busy work, letting agents focus on delivering great experiences.
    • Real-time Team Pulse dashboard for managers to monitor activity and manage queues.
  • Customize:
    • Easily build your ideal platform and migrate data smoothly.
    • Use custom objects/attributes to track organisation-specific customer info.
    • Connect all relevant data for a holistic view.
  • Report:
    • Track service performance and identify optimisation areas.
    • Access standard and custom reports for conversation and customer insights.

Use Cases

Scaling Operations & Centralising Data
Boost agent productivity and increase revenue by centralising data and managing omnichannel inquiries as your business scales.
Improving Customer Satisfaction & Response Times
Leverage customisable CRM tools and dynamic routing to increase CSAT, reduce response times, and lower customer service costs.
Unified Communication & Data Visibility
Centralise all interactions for full communication visibility, eliminating knowledge gaps and improving cross-channel response times.

Features & Benefits

  • AI Agents for Customers: Human-like, instant AI support; optimised self-service; omnichannel engagement; human-in-the-loop capabilities; reporting & observability; third-party data access
  • Customer Service CRM & Unified Timeline: Contextualised view of every customer across channels; chronological interaction history (email, chat, order, appointments)
  • Omnichannel Support: Seamless support via email, chat, social, and phone; unified communication view for agents
  • AI Agent Studio: Build and deploy AI Agents tailored to your business needs, no developer required
  • Self-Service: Instant, intuitive self-serve options for customers
  • AI Agents for Reps: AI-powered copilot; suggested responses; omnichannel support; two-way translations; handoff and close summaries; search summaries; boosts agent efficiency
  • Workflows & Automation: Automated processes and business rules; improved team focus; quick and consistent resolution
  • Security: Enterprise-grade security features; compliance; data masking (Beta); Google/Microsoft Authentication; custom permissions
  • Integrations: Native/partner integrations with Amazon Connect, Shopify, Talkdesk, Segment, Twilio, and more
  • Agent Service: Equips agents with actionable info at the right time for every conversation
  • Proactive Service: Anticipates needs, resolves issues preemptively, and enhances customer experience

Target Audience

  • Businesses of all sizes seeking to handle high inquiry volumes without sacrificing quality
  • Especially suited for:
    • Customer Support Teams – for prompt, accurate responses
    • Customer Experience Managers – to optimise end-to-end service
    • Sales Teams – to track interactions and personalise outreach
    • Innovators/Trailblazers – to transform CX through AI and data-driven strategies

Pricing

Seat-based Pricing (per seat/month):
  • Enterprise: $89
    • Features: Omnichannel timeline, tasks/automations, 3 queues/team, standard/custom reports, 100 business rules, chat, AI agents optional
  • Ultimate: $139
    • All Enterprise features plus: skills-based routing, real-time dashboard, 200 rules, 300 brands, SAML SSO/SCIM, 100M custom objects, 2,000 RPM API
All seat-based plans: 8 seat minimum, annual billing.
Conversation-based Pricing (per conversation):
  • Enterprise: $0.35
    • Unlimited seats, includes timeline, tasks/automations, data/storage, reports, omnichannel
  • Ultimate: $0.50
    • All Enterprise features plus: skills-based routing, more storage, real-time dashboard, SAML SSO/SCIM, Kinesis
AI Add-ons:
  • AI Agents for Customers: from $0.60 per engaged conversation
  • AI Agents for Reps: from $40/user/month (or $0.15 per conversation)
  • AI Agents for Leaders: Coming soon
All-inclusive Seat-based Bundles:
  • Enterprise Bundle: $129/user/month
  • Ultimate Bundle: $179/user/month
Additional Usage & Add-ons:
  • AI Agent pricing adapts by model
  • Channel (WhatsApp, Email, SMS, Voice) charged as used
  • HIPAA: $25/user/month add-on
  • Implementation and Kinesis may incur extra charges

FAQs

How does seat-based pricing work?

For customers opting for seat-based pricing, the total cost is calculated as: Seats + AI Add-ons + (Optional) Premier Support or Implementation Plans. Both Enterprise and Ultimate packages include Basic Support at no additional cost.

Do you have "all inclusive" seat based pricing?

Yes. We offer "all-inclusive" bundles: Enterprise Bundle at $129/user/month and Ultimate Bundle at $179/user/month, comprising platform and AI add-ons for seamless, discounted integration.

What are your AI offerings?

Three AI add-ons enhance customer experience and team efficiency: AI Agents for Customers ($0.60 per engaged conversation), AI Agents for Reps ($40 per user/month), and AI Agents for Leaders (coming soon).

What is Premier Support?

Premier Support is our top-tier package for maximising CX operations with expert guidance, proactive solutions, and a dedicated team. Contact your Customer Success Manager for details.

Are there any additional usage charges?

For seat-based pricing, AI Agents for Customers have conversation-based fees. For conversation-based pricing, all add-ons are per-conversation. Channel usage (WhatsApp, Email, SMS, Voice) is pay-as-you-go.

How does conversation-based pricing work?

Conversation-based pricing gives all-inclusive access, combining AI and platform features per conversation. Seats are unlimited, enabling full team collaboration at no extra cost. Add-ons are priced per conversation.

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