Yes, Kommo is good — for a specific profile. It is a reference in sales via WhatsApp and Instagram, with visual pipeline and no-code automation. But the reputation is divided: 4.3 on Capterra versus 2.4 on Trustpilot, same product. The difference is almost always not the tool, but the implementation.
The real reputation
| Platform | Rating | What it indicates |
|---|---|---|
| Capterra | ~4.3 / 5 | Those who implemented well and use the product's strengths |
| Trustpilot | ~2.4 / 5 | Frustration with support, extra costs, and wrong expectations |
Same software, opposite ratings. It's not a contradiction — it's a diagnosis. The low score is rarely from the tool; it's from those who bought expecting something else or set it up incorrectly.
Strong points
Unified inbox (the best in the range), intuitive visual pipeline (high adoption = reliable forecast), no-code automation (Salesbot and AI from Advanced), integration ecosystem.
Cons
Support is the number 1 complaint (templates, waiting hours). Costs pile up (WhatsApp API, telephony, widgets). Lead limit per seat. 6-month pre-paid commitment. And it's a medium CRM outside messaging (shallow BI).
Why such different ratings?
Because Kommo is two products: an excellent inbox and a medium CRM. Bought it for the inbox (selling via WhatsApp)? You'll love it. Bought expecting a full corporate CRM? You'll hit the ceiling in a quarter. When well applied, Kommo is a sales engine; when poorly applied, it's a leaky bucket, and the blame falls on the tool.
Conclusion
Kommo is good — one of the best messaging sales tools — as long as used for what it does well and configured methodically. The 2.4 rating is about wrong expectations and loose implementation. Tell me your scenario And I tell you, without guesswork, if it's the right piece.