It’s been a busy month! Our engineering team has been working long hours to add new features and make your requests happen. Here are the highlights of what we’ve launched, in case you missed any.
Exciting New Features
Facebook Messenger, one of our most requested channels, was launched this past month. When customers contact you using Facebook Messenger, now you can respond to them in Kustomer. You’ll get the full view of your customer whether she is contacting you through Facebook Messenger, text, chat, or phone.
Any way you choose to use the new Facebook Messenger channel in Kustomer, we hope you’ll appreciate the added power, flexibility, and speed in allowing you to answer messages from a platform where more than a billion people spend many waking hours.
The channel is available to all Kustomer users, on any plan.
Check out our blog post to learn more.
We launched Collaborators: a new type of free user that lets anyone in your company review customer questions and deliver high quality support. Collaborators are users from other teams outside of support that can view conversations, customer history, and searches. These users can help you solve customer questions with internal notes and @mentions, see customer feedback and more.
Whether these internal users want to stay informed about individual customers or learn more about your business operations, they can view and research any customer of interest. Collaborators can help support teams respond quickly and flexibly to complex customer requests, solve issues faster, and surface common issues with the rest of the company.
Collaborators are included in the Enterprise Plan.
Check out our blog post to learn more.
Autopilot saves your team members time by loading the next customer in your active search automatically when you finish or snooze a conversation. Customers that are already being helped are skipped, to ensure your team doesn’t collide with each other.
Autopilot is included in the Enterprise Plan.
Bulk Outbound Messaging
We launched Bulk Outbound Messaging, one of our most requested features. Now you can message a group of customers using email or text with a standard or mass-customized message. Personalizing any message is important, so you can also use dynamic text fields like your customer’s first name.
For example, use Bulk Outbound Messaging to let all customers who ordered in the past week know they have been upgraded to 2 day shipping.
You can now combine customer profiles and quickly clean up duplicate customers. Before confirming the merge, you can review inherited information such as conversations, email, phone numbers, etc.
For example, if you have a customer that contacts you for the first time via text message and then later separately sends you an email, you can simply merge the two customers into one profile, while retaining the full customer history.
Your team can now move a conversation with everything in it (notes, @mentions, etc) to a different customer’s timeline. If you make a mistake, no worries! It’s easy to move the conversation right back to the original customer’s timeline.
For example, you can move a conversation that a team member forwarded into Kustomer to the original customer’s timeline.
With the new Timeline Map, you can see and move seamlessly through your customer’s timeline. Use Timeline Map to quickly scan your customer’s history of interactions with you, hover over an item to get specific details like an order number or conversation date, and even navigate to that item in the timeline with a click.
For example, you can quickly find and navigate to a specific order in the timeline to get specific details for your customer, saving you time from scrolling through a long customer history.
We’ve spent time this past month enhancing Search to save teams time and help them be more productive. When you first click into search, you will see your recently viewed customers. And now, when you start typing in the search bar for a specific customer, the search transforms as you type to quickly filter results.
Additionally, we added the capability to customize the columns in your search view and include columns for custom attributes. The Change Columns feature lets you add and remove columns to your search view for conversations and customers. Your column preferences are saved locally.
For example, you can search for all customers within your loyalty program and add the column with the loyalty program custom attribute (1-gold, 2-silver, 3-bronze) to sort by value and send different messages to each group.
The Next Big Feature
We’re listening to you! Email us at firstname.lastname@example.org with any ideas or requests.