Kustomer Avis 6

I am unfortunate enough to be using Kustomer for both Curve and Tide. I have had a conversation with each going on for a few weeks now. Kustomer is making it impossible due to the fact that it seems to automatically close or remove threads and starting a new one with a human involved is almost impossible.

I'll chase up, they say they sent something, the message does not exist or the chat does not exist. Then I can't reply to tell them that because the thread that does exist has now been closed. I then have to start the cycle again.

I thought the people at Tide were just useless, but seeing the same patterns play out on Curve too is highlighting that it may not be them at all.

This is no customer relationship management platform, its a brand destruction platform. Avoid it at all costs for your business!

Absolutely horrible service. Their AI agent is horrible.It's supposedly powering Tide banking app and I have never got any meaningful answer

I’m really disappointed that despite a polite decline to engage with you and a formal request to remove my details that you have continued to aggressively reach out to me.

Your tag line in your email says “say goodbye to bad service” - please follow your own advice and listen to it.

So happy to see that someone wrote my thoughts 18 months ago... so disappointing and almost depressing that nothing improved.

I must add that it has an agressive "timeout" that closed my chat after 10 minutes without warning while I was still waiting for the response notification (the response was there, but the notification failed. Surely a bot can wait a tiny bit longer if someone knocks on my door, since it's not a human, don't you think?

I subscribe that this is NOT a conversational AI bot... it may be trained with probabilistic Machine Learning models to match similar expressions, but it follows a fixed pre-defined flow that limits it a lot.

I've used Kustomer a few times now, the latest experience on the Curve platform. The product is painful, the answers are irrelevant and it's a total blocker from speaking to a human that can actually solve my problem (instead of going around in circles with Kustomer responding with irrelevant options with no way to escape the vicious cycle)! Horrible product ruining a good companies (in this case Curve) who rather waste money on AI which doesn't even come close to the actual standard or definition of AI.

The best and most innovative software I've encountered for managing a customer's experience!