Kustomer Adds Native Satisfaction Measurement

Deliver effortless service and measure performance in one powerful platform.

At Kustomer, we pride ourselves on helping companies deliver support that satisfies customers, builds loyalty, and drives retention. That’s because our customer-centric platform is different from the legacy ticketing systems that create cumbersome and fragmented service experiences. Through a single workspace that unifies customer data, agents are empowered to meet customers’ needs on any channel they use.

And while SLAs and productivity metrics are incredibly valuable when measuring support success, we believe the best indicator comes from customers themselves. Their feedback drives continuous improvement for businesses and their support operations. And while satisfaction measurement solutions can provide powerful insights, they require additional budget, splinter customer data and agent experiences across multiple systems, and fail to account for the varied communication experiences on each particular channel.

That’s why we’re proud to announce the launch of Kustomer Satisfaction—our native tool that measures, tracks, and manages customer satisfaction across all your support channels, directly in the Kustomer platform. With Kustomer, providing effortless service and gaining incredible insight into how your customers feel regarding their interactions exist together in a single platform.

Kustomer Satisfaction is built on the backbone of the Kustomer platform, enhancing your ability to gather feedback and incorporating satisfaction information into the agent workspace, making customer satisfaction or effort highly visible and actionable. Surveys are simple to set up, designed to make survey taking easy and engaging, and optimized for each of your channels to ensure high response rates and confidence in how your team and agents are performing. Go a level deeper in your satisfaction evaluation by targeting and surveying specific customer segments.

Tailor surveys for an optimal experience on each channel.

Each channel is unique, and requires a specific style of communication. Customize Satisfaction questions and survey styles on Chat, Email, SMS and Voice conversations to ensure high response rates anywhere your customers communicate. Chat and Email Satisfaction surveys are built natively in Kustomer, so customers provide feedback directly from the conversation, without interruption.

Collect feedback from whomever you want, whenever you want.

Don’t rely on a single overall score for your entire customer support operation. Segment and survey customers at any time based on any desired criteria (VIP status, lifetime value, products, demographics, etc.), expanding your ability to rate customer experience and providing a more detailed picture of satisfaction.

Analyze your results.

Monitor topline trends, and drill down into results for specific channels, teams, agents and interactions to identify coaching, content, and policy opportunities that will take your support team to the next level.

To learn more about Kustomer Satisfaction, check out our Knowledge Base Article.

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