Kustomer

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Go Live 9/1/25

Kustomer is our new client support application.  It's designed to help agents maximize their time by providing tools that enhance workflows and efficiency, thereby upgrading the client experience.  

Kustomer is Omnichannel

All connected channels in a single timeline for greater content in the client's journey.

  1. Email
  2. Voice
  3. SMS
  4. Chat
  5. Social

How to use Kustomer

Kustomer offers a powerful feature for agents called Copilot. This tool provides step-by-step instructions for handling various OC procedures and responding to client inquiries, all directly within the Kustomer platform. As a result, all support agent guidelines and how-tos are centralized in Kustomer, eliminating the need to access the Overcomers' SOP site.

Why Kustomer?

Kustomer has incorporated several features that are missing in Freshdesk and other platforms, such as:

  • Omnichannel integrations (email, chat, voice, sms, social, WhatsApp).
  • Controlled AI response on email, chat, and form submissions.
  • Integration with other applications like Cognito, Answerconnect, TN (limited) and more.  
  • Single timeline view of conversation history.
  • Contact/conversation linking
  • Bulk email and SMS to segmented audiences.
  • Greater control of automations
  • and much more.