Kustomer

Kustomer is a customer service CRM that unifies all customer interactions — email, chat, phone, social, and SMS — into a single timeline view. The AI capabilities include automated ticket classification, sentiment analysis, suggested responses, and intelligent routing to the right agent. The platform stands out for its customer-centric approach rather than ticket-centric. Instead of managing individual tickets, agents see the full history of every customer interaction in one place, which leads to more personalized and efficient support. Kustomer is built for mid-market and enterprise businesses with high support volumes. The pricing is custom and reflects the enterprise positioning. Companies with simpler support needs may find it overpowered, but for organizations managing complex customer journeys across multiple channels, the unified view is genuinely valuable.