Product Updates: Platform Improvements, Channel Updates, Integrations, and More

Our engineering and product teams have been busy launching new features, adding new integrations, and making your top requests a reality. Here are the highlights of what we’ve added in this past quarter, in case you missed any.

Localization

Many customer service teams today have to support a global customer base. Kustomer has launched Localization, a suite of features that allow you to easily detect, respond, and provide help to a multilingual customer base. Customers and support teams deserve a seamless experience in their respective language, across any channel. Read more in our blog post.

Channel Updates

Internal Knowledgebase

We’ve launched our Internal Knowledgebase, to let users access their public and internal content from anywhere within our platform. Public Content includes the categories and articles available to customers via your public KB, with agents being able to share links to specific articles with your customers. Internal Content are the categories and articles that are only accessible within Kustomer, and cannot be shared publicly. To learn more, check out our help article.

For example, use Internal KB to document support escalation processes, making it easy for agents to find when the time is needed.

Chat iOS and Android SDK

We’ve added many new features to Chat iOS and Android SDKs.

Both Chat SDKs have Localization features enabled. The Kustomer mobile SDK will automatically change the text strings to match the language of the device your customers are using. The SDK supports both right-to-left (RTL) and left-to-right (LTR) formatted languages. There are over 50 languages translated out of the box.

Additionally, we’ve added iOS SDK support for many important Chat features:

  • Conversational Assistant: a pre-conversational feature that helps your team collect information from customers automatically, before reaching the agent.
  • Chat Availability: a feature that incorporates Business Hours into the chat experience, allowing admins to determine what the after-hours experience will be for chat users.
  • Chat Deflection: helps to set proper expectations for your customers with estimated reply times, and diverts traffic when your Chat team doesn’t respond, by directing your customers to other channels.

 

Platform Improvements

Custom Object Search

Searches aren’t just for customers or conversations anymore. Now you can create a search where the results are your custom objects (Kobjects). The possibilities are endless: you can find the most expensive orders, look through all of negative CSAT ratings from the past week, and more. You’ll understand your business in a manner far more advanced than a traditional ticketing system. Read more in our blog post.

Custom Roles and Permissions

We’ve launched new custom roles and permissions for Kustomer users. Now, admins can create custom roles to match the way they’d like users to interact with Kustomer. You can define roles based on job responsibilities or access levels, whatever matches your team structure. For example, create a “Reporting” Role that has Read Only access to Conversations, Customers, and Searches, but full access to Custom and Standard Reporting.

Delete Customer

For those of you who receive GDPR Right To Be Forgotten requests, we’ve added a feature to permanently delete all of a specific customer’s data. Customer Delete is a hard delete that loops through all the items related to the customer (conversations, custom objects, messages, etc) and permanently deletes it.

New Integrations

Twitter

Customer service interactions over Twitter have increased 250% in the last two years. This is why we added Twitter to our platform. Now, teams can connect Twitter with all their existing support channels, to leverage omnichannel support and provide a great customer experience. Read more about it in our blog post here.

Magento

You get the most out of Kustomer once you’ve connected all of your customer information and data. As an official technology partner, our Magento integration allows you to personalize your support based on your Magento customer profiles, including your customers’ online behavior, their purchases, and their return history. Read more about it in our blog post here.

That’s it for product updates this quarter, follow @Kustomer on social media for to-the-minute updates of our new features and integrations!