Kustomer vs. Really Simple Systems

It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.

Incentivized

I think one of the plus points is the simplicity of sending a simple email to your database and managing your prospects list. However, if you wanted to manage your sales pipeline in more depth it might not be right for you.

Incentivized

• All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
• The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
• We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

Incentivized

• Customer Service is EXCELLENT! Fast response time, professional, and helpful.
• Platform is very intuitive and love the FREE WEBINARS they offer. Really Simple Systems gave us some ideas of how to use their product that we hadn't thought of ourselves.
• Very reasonably priced even at the Enterprise level, which we have chosen for our company.

• For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
• Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
• Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
• I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.

Incentivized

• Wish I could sort by tags a bit easier. I manage this by using their Reports feature. But I would like to assign the same task to a list of prospects with the same tag, and the only way I can do that is to either add the task one-by-one or export a report with all the accounts with that tag, add the task in excel, and then import it. Not ideal.

Because there's no other tool like Kustomer

Incentivized

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.

Incentivized

Simple systems is great for smaller sales and marketing teams to log their territories and report on progress on their opportunities. There are many useful features such as tasks and reporting to show to management how opportunities are progressing and when the estimated close date would occur. The two main issues are scalability within larger [organizations] and the ease to duplicate contacts.

Incentivized

Because Kustomer is available when you need it

Incentivized

Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Incentivized

It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.

Incentivized

Whenever I have had any issues, which is probably only 3 times in 10 years, the back office support has been fantastic and got me up and running again in a very short time. Cannot fault them at all. But as I stated, problems have been very few and far between.

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

It was very easy to understand.

Incentivized

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.

Incentivized

Really simpler systems [are] a lot more simple to use for employees are not as confident with computers/technology, in comparison Zoho CRM was a lot more complicated to use. Really Simple Systems was the better option for our business.

Incentivized

Because customer is flexible and scalable

Incentivized

• We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
• Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.

Incentivized

• Moved away from Excel based worksheets to an on-line system
• Multi-device used on laptop, iPad, and iPhone effectively and up to the minute access
• I can simply review my opportunities, companies, and contacts regularly and do ongoing reviews at my own leisure having built the CRM system and committed the right quality of data