Product Usage: Kustomer was used as a hub for all patient communications, with teams from coaching, customer support, and care operations all interfacing with the product.

Strengths: Kustomer’s programmable and modular design allows for easy creation and customization of workflows; data structures are well-designed and beneficial for consumer-focused companies.

Weaknesses: Kustomer’s access control is limited, allowing all users to view every patient conversation; there is a difficulty running care operations with Kustomer and a lack of tailored permissions makes it less suited for healthcare.

Overall Judgment: While Kustomer provided good automated workflow features and robust customer profiling, its lack of healthcare-specific features made it less than ideal; necessary manual data transfers and constant adjustments made use difficult.