← Kustomer
Kustomer role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
A customer service platform that puts every customer's chats, emails and history in one timeline, with AI built in.
Who you'd be calling
VPs of Customer Experience, Heads of Support and CX operations leaders at mid-sized companies
Your opener
“Hi Taylor, this is Alex from Kustomer. I know I'm calling unannounced. We help support teams see the whole customer story in one place, so agents stop digging through tabs. Is that something that's a headache for you?”
Problems you solve for them
- Agents switch between many tools to find customer history
- Customers have to repeat themselves on every channel
- Teams can't easily see what drives good or bad service
Discovery questions to ask
- When a customer contacts you, how does your agent see their past conversations?
- How many tools does your team jump between during a normal ticket?
- What happens when a customer writes in on a second channel about the same issue?
Objections they'll throw at you
“I'm busy right now.”
→ No worries, I'll keep it short. Would a quick call tomorrow or later this week suit you better?
“We're not interested.”
→ Got it. Just so I understand, is your support setup working well, or is switching tools simply not on the table?
“We already use something (like Zendesk or Salesforce).”
→ That's common. Does your current tool give agents the full customer history in one view, or do they still hunt for it?
“Send me an email.”
→ Happy to. What's the biggest thing you'd want me to cover, so it isn't a generic email?
Competitors worth knowing
Zendesk, Salesforce Service Cloud, Gladly
Interview tips for this company
- Be ready to explain 'customers, not tickets' in plain words: the idea is to treat each person as a relationship, not a case number.
- Practice a short answer to 'why not just use Zendesk?', centered on the single customer timeline.
Written from public information about Kustomer to help you practice. Ask an insider what their role play looked like; it's the best prep there is.