Transform the customer and agent interaction
Improve service quality by 20% with Kustomer\u2019s agent service solution
Automatically reroute the right agent
Angela has a question about her insurance claim involving a recent accident. She calls the toll free number on her last billing statement.
The customer is greeted by a voice recording that verifies her as a customer. Once verified, the system recognizes that the customer is based in California with specific rules and coverage plans, so the system automatically transfers the customer to an agent trained on how to handle claims in California.
Timeline highlights potential customer savings
The agent receives the call in his queue and reviews the customer’s timeline to see that she had been in a recent accident and filed a claim. The agent delivers the current status of this claim that is still under review.
Before ending the service call, the agent reviews more of the customer’s timeline to see that she had purchased and registered a new vehicle with safety features last week to replace the one in the accident. Based on this information, the insurance agent informs the customer that she is now eligible for a new safe car discount that would save her $50 per month. Agent asks if she would like to renew her plan for another year and apply the discount.
Customer renews with new discount
The customer says yes. The agent renews her plan with the ‘new safe car’ discount applied.
The agent says the insurance company will send an automated status update about her claim once the review is completed. The customer is relieved that she will not need to call back for that.
Angela calls her insurance regarding a recent claim
The system automatically reroutes her to an agent in her locale
Timeline states the status is still under review
Timeline shows agent that Angela is eligible for a new car discount
Renews with discountImprove service quality by 20% with Kustomer\u2019s agent service solution
Automatically reroute the right agent
Angela has a question about her insurance claim involving a recent accident. She calls the toll free number on her last billing statement.
The customer is greeted by a voice recording that verifies her as a customer. Once verified, the system recognizes that the customer is based in California with specific rules and coverage plans, so the system automatically transfers the customer to an agent trained on how to handle claims in California.
Timeline highlights potential customer savings
The agent receives the call in his queue and reviews the customer’s timeline to see that she had been in a recent accident and filed a claim. The agent delivers the current status of this claim that is still under review.
Before ending the service call, the agent reviews more of the customer’s timeline to see that she had purchased and registered a new vehicle with safety features last week to replace the one in the accident. Based on this information, the insurance agent informs the customer that she is now eligible for a new safe car discount that would save her $50 per month. Agent asks if she would like to renew her plan for another year and apply the discount.
Customer renews with new discount
The customer says yes. The agent renews her plan with the ‘new safe car’ discount applied.
The agent says the insurance company will send an automated status update about her claim once the review is completed. The customer is relieved that she will not need to call back for that.
Agent Service
Improve the customer and agent connection
Agents with the right customer context elevate the experience
Give agents the most advanced tools to deliver exceptional customer experiences.
Schedule Demo
Workflow automation and skill-based routing
Save agents time with intelligent workflows that automate repetitive tasks, from updating customer profiles to highly complex business processes, so they can focus on resolving complex customer issues quickly. Easily configure routing rules to organize, sort and route conversations to the right agent at the right time.
Learn More →
Customer timeline view
Empower agents with all the context they need at their fingertips including historical orders, reviews, appointments on the Kustomer Timeline. This threaded, chronological display captures every customer interaction and leverages natural language processing to assess sentiment and detect intent. This provides agents with essential context, empowering them to deliver exceptional customer experiences.
Learn More →
Performance reports
Track team and individual performance down to the minute, and drill down on data points to manage performance and optimize operations. Predict staffing needs with a heatmap of your busiest hours, and re-allocate resources in real-time with live dashboards.
Learn More →Workflow automation and skill-based routing
Save agents time with intelligent workflows that automate repetitive tasks, from updating customer profiles to highly complex business processes, so they can focus on resolving complex customer issues quickly. Easily configure routing rules to organize, sort and route conversations to the right agent at the right time.
Learn More →
“Kin improved efficiency and eliminated manual triage by automating end-to-end service workflows. Kustomer has changed how Kin operates, aligns with customers and makes decisions.”
Eli Gratz
Vice President of Growth & Business Development
