4 Ways to Relieve Customer Service Agent Friction

How the Right Customer Service CRM Can Make Your Customer — and Agents — Happier TW

Customer service agent friction can be a major pain point for many businesses, because there are innumerable variables in the customer journey that can be hard to account for. However, if businesses want to scale, they need to remove as many roadblocks as possible that might be preventing the customer from purchasing, resolving their problems, or having a seamless customer experience.

Customers have reported that they’d completely leave a website and abandon their cart if their questions or concerns weren’t answered quickly enough. More consumers value the ease of communicating with a brand than ever before, and customer service agents are on the forefront of representing a brand, becoming the single source of truth for customers to depend on.

If you have poor systems and processes in place during the customer service handoff, your customers will notice and become easily frustrated. With so much money going into marketing and sales budgets, it’s important to tighten up the backend so that your dollars go further and your customers report high satisfaction rates, finish the buyer cycle with ease, and are excited to come back for more personalized service.

What is Customer Service Agent Friction?

Customer service agent friction is when customer service agents are having a hard time fulfilling customer requests and getting to their conversation backlog quickly. This can be a big contributor as to why a customer might not have a pleasant experience. Many people prefer a frictionless experience, and if agents are struggling to keep up with inbound conversations, customers will get frustrated and potentially leave for the competition.

What is Customer Friction?

Customer friction refers to everything that a customer might face that brings their purchasing decision to a halt or prevents them from completing a transaction. It can also mean common questions or problems a customer might have, but can not find the solutions to. The goal in the end is to remove all obstacles a customer might face when they interact with your brand. There can be many factors as to why customer friction might occur. For one, the quality or usability of a brand’s website may not be up to par. The business might have limited operational hours, or it could be difficult for the customer to get to the payment form. Customer friction can also occur when dealing with uninformed staff or excessive customer service wait times.

Why Reducing Agent Friction Matters

Businesses need to take a hard look at their internal processes. Fifty-seven percent of consumers said they’d completely abandon their cart if their questions weren’t answered quickly enough. Delays can happen when a service agent doesn’t have all the information they need, and this leads to people taking their money elsewhere. Sometimes this information is dependent on other departments, like the fulfillment center or finance department, and agents need to individually reach out to a different team. You can prevent this from happening through the incorporation of CX software that already has an internal knowledge base that houses critical company information to help agents with their information roadblocks.

If customers aren’t satisfied with their customer service experience, they’re more likely to be vocal to their friends and family about it, and make a point to deter others from doing business with the brand. They are also less likely to return to a brand if they’ve had a negative customer service experience. Valuable dollars and additional revenue could be saved just by investing in a streamlined process to help agents be more efficient and effective.

The Most Common Agent Friction Problems

Many businesses operate on an old-school, or traditional CS model. A customer comes to the brand with an issue, a ticket gets created, this ticket gets assigned to an agent, and then they work on it until there’s a resolution. This all sounds great in theory, but we’re living in a more evolved world and customers are actually contacting brands on more than one platform. Here are some of the common problems CS teams face:

Conversation volume

Under the traditional CS model, there is a common issue that occurs: duplicate tickets get created for the same customer when they reach out on different social platforms. This often leads to having two customer service agents dedicated to the same problem, causing the customer to repeat themselves more than once. It also causes the customer a lot of frustration because they might get two different solutions to their problem, and this gives them a dissatisfactory and disjointed brand experience. With an omnichannel solution, CX organizations can prevent this duplicate ticket creation right away because the customer is at the center of every interaction.

Customer conversation backlog

Agents might be diligently working through conversations, but because the internal processes on the backend are broken or not intuitive, your agents might actually be spending too much time on repetitive tasks that could be automated. This holds up the conversation with the customer or requires the customer to wait a long time for their problem to be solved. In this fast-paced world, customers do not want to wait 3-5 days to see if they’re eligible for a product exchange, refund, or whether their item will be back in stock.

A backlog of conversations is costly for any organization because it holds up not only the customer’s time, but the agent’s time as well. By reducing this agent friction, customers receive faster service and agents are able to focus 100% of their time on complex problems without having to waste resources on low-level, repetitive tasks. This is one of the easiest roadblocks to remove, and will set your agents up for success.

Long Wait Times

In conjunction with the problem above, customers hate long wait times, even when they know their agent is working in the background to help them. Customer service agents might depend on external factors or other departments in order for them to answer their customer’s question knowledgeably. The good news is that technology and automation can help you determine where you can shorten the process, reduce handoffs within the team, and get those response times down so that your customers leave feeling happy.

Lack of Data: What’s Working? What’s Not?

The biggest problem for companies when it comes to reducing customer service agent friction is due to the fact that they do not have the data to see why a customer might be slipping through the cracks. Many companies are going in blind when they’re interacting with their most important asset: their customers. Why leave it up to chance to see whether your customer leaves happy or not? By tracking key data points, you can use that data to improve your process and better prepare your CS team.

Kustomer – The Solution for You

If you’re tired of not having the data to make smart decisions and service customers quickly, Kustomer is your ally. Our omnichannel solution helps relieve customer service agent friction and gets you the data you need to see where you can optimize your internal processes. Our holistic customer view, knowledge base integration and powerful automations, allow customer service agents to focus on the most important issues without having to toggle between systems and tabs.

If you’re interested to know more, request a live personalized demo for free!

 

Introducing Kustomer University, The New Virtual Learning Platform

Introducing Kustomer University, The New Virtual Learning Platform TW

Are you someone who likes to get the most out of their CRM? Are you someone who likes to learn new things? Well, we have great news for you! Based on customer feedback, we have created a team dedicated to learning and training to help our customers get the most value out of Kustomer and deliver best-in-class customer experiences. Today, we’re excited to announce the launch of our brand new learning management system, Kustomer University.

Kustomer University will house courses on platform navigation, configuration, and best practices. New admins will love our guided program, Kustomer 101, which will take you through everything you need to know about managing your Kustomer instance. Experienced admins will enjoy our advanced courses and certifications launching later this year. Onboard your newest agents with our Kustomer Agent Training course, which gives them a platform overview and best practices for supporting customers using the platform.

Just as Kustomer is customer-centric, Kustomer University is designed with you in mind. Built with realistic expectations of your day, Kustomer University delivers microbursts of training to help you level-up your platform proficiency in the time it takes to drink your morning coffee. Our training team layers content into need-to-know bite-sized learning guides that deliver new information in a fun, easy-going way that will challenge you just enough to make it stick. Our courses are typically less than 15 minutes, comprised of two to four minute lessons. We mix engaging video, best practices and activities to make the most of your time with us.

We’re committed to investing in training for all users of the Kustomer platform. Later in 2021, keep an eye out for more advanced content on our most powerful features, training for supervisors and team leaders, and in the second half of the year, we’ll be launching our first certifications. We’re also excited to explore in-person workshops and custom training options later this year.

We’d love to know what else you’d like to see in Kustomer University. Admins can submit and upvote training requests directly in Kustomer so we know how to best prioritize our roadmap. Head to Settings > Feature Requests and select Training as your request category.

Log in to Kustomer University today by going to your avatar menu in the platform, or visit us directly at university.kustomer.com. Log in with your Kustomer credentials —there’s no need to create any new passwords or add any bookmarks.

 

Your Help Center Software Could Use a Facelift. Here’s How.

Two people discuss selecting a new help center software while working on a computer. Modern help center software aims to streamline customer service professional workflows.

Growth creates growing pains. And often, high-growth brands struggle to scale their contact centers while also managing an influx of shopper queries, such as returns or locating an item. Balancing these forces — scale and volume — often starts with reviewing your help center software and removing manual, time-consuming tasks, including sifting through queues, escalating issues and processing transactions.

What Is Help Center Software?

Simply put, help center software enables conversations between customer service professionals and shoppers, who submit support inquiries. The software fields, stores and organizes these queries and displays them to the agent. Within this interface, staff have access to a variety of customer communications and data, allowing them to make more informed decisions. Perhaps most importantly, help center software powered by AI and machine learning can automate agent work and process inquiries without agent intervention, freeing up agent time to tackle more complex requests.

As DTC markets grow — and with them, consumer expectations and inquiry volume — technology must keep up. Modern help center software eliminates low level tasks and deflects repetitive questions, empowering customer service professionals to be more focused and reducing per-contact costs. What makes great software? Read more below.

Why Focus on Help Center Software?

Few business facets are more important than customer service. Speaking about 2021 customer service trends, Allegra Ubbes, a senior advisory specialist at Gartner, summarized the market this way:

“Customer service and support leaders face increased pressure from leadership on the role of the service function in improving operational excellence and growing the business. Given this environment, it’s unsurprising that customer service and support leaders’ top 2020 priorities are rooted in customer experience (CX), managing talent and data.”

Adding to their analysis, Gartner surveyed service executives about their priorities. Topping their lists: digital channels and functions. “Customer service leaders feel a distinct pressure to meet customers’ expectations for digital service channels and keep pace with competitors’ service offerings,” analysts write. “As a result, service leaders spend a disproportionate amount of time adding or integrating channels.”

However, research finds this creates a “costlier, more complex network of channels to manage without improving the customer experience and insufficient reduction in live volume.” Put another way: not every help center software – and the channels they facilitate – can power the sleek shopping experience that buyers want. On the contrary, that software may damage customer relations and the company’s bottom line.

Make Friends With Customer Experience (CX)

Simply sidestepping help center software all together isn’t going to solve this issue. Indicators suggest brands can anticipate a sustained surge of digital customer queries. And the National Retail Federation (NRF) found there’s a good chance 2020-based forces have permanently altered the CX industry. As such, brands should take notice.

Training their sights on the November-December holiday season, NRF found retail sales rose to $789.4 billion, an 8.3% increase over 2019. Online and other sales outside of traditional brick-and-mortar stores grew 23.9% over the previous year as well.

Greater sales activity creates a cascade effect on business operations: starting with increased urgency placed on customer service professionals and their tools, such as help desk software. How great a spike in activity? Just under 70% of respondents said they fielded more customer queries in 2020 when compared to the previous holiday season.

And there’s a price tag attached to excellent CX. Researchers found an overwhelming 86% of buyers said they’d pay more for a product when that shopping experience comes with superior customer service. When there’s demand for — and more money to be made — with great customer service, avoiding help center software isn’t an option.

Help Center Software of Your Dreams

Alright, so those are the stakes. But what factors should a customer service professional weigh when evaluating different help center software? Look no further than software that leverages the latest technology to make agents more efficient and effective.

Additionally, there are five pillars of every modern support software:

Holistic Customer View. See the whole picture. Often answers are found by combining information from different sources. Opt for a software that uses a holistic customer view, and displays every item of internal and external data into one actionable interface.

Powerful Automation. Give your agents more bandwidth to focus their energy on pressing tasks with AI and machine learning, which completes small, easy tasks that don’t require a human touch.

True Omnichannel. Endlessly toggling between engagement channels burns valuable time and energy, which could be spent delving into customer queries. Choose a help center software with omnichannel features that empower agents to switch between channels without ever leaving the conversation.

Sentiment Fluency. Customer service can be a huge source of data. Let AI do the hard work. Software with sentiment fluency interprets shoppers’ feelings and turns them into actionable insights.

Customization. It’s a bad idea to add tools that aren’t a good fit for your operation. Cumbersome solutions burn resources, and can ultimately harm a customer’s shopping experience. Choose a software that seamlessly integrates with your existing operation.

Help Center Software Solutions

Want to see these fives pillars in action? Check out Kustomer’s customer service CRM platform for managing high support volume. When there’s a surge of customer queries, not just any help center software will do. Delve deeper into this topic, and discover how artificial intelligence can reduce time spent on minor tasks and create a more enjoyable shopping experience for customers.

 

Video: How to Deliver Stellar CX Remotely

Woman engages with customer service queries at home on laptop.

Have you and your teams struggled with the transition to remote customer service, and want more control on how you’re delivering a stellar experience to your customers? The Kustomer Platform bridges the gap between addressing accountability problems (are my agents really working?), giving you a seamless way to track important data points about your customer.

What is Remote Customer Service?

With an uptick in people working from home and being online more than ever before, consumers need and expect customer support 24/7. Your remote customer service agents should do everything an in-house CS rep can do: take calls, process high-level customer questions, and be attentive to your customer’s unique needs. The good news is, your brand can offer a completely remote customer service experience and you don’t need to rent costly office space to deliver an exceptional experience.


Here Are 4 Simple Ways To Deliver Stellar Remote Customer Service:


1. Easy Access

  • All you need is an internet browser and standard wifi, and you’re good to go!

2. Seamless Collaboration

  • Through easy integrations, you can loop in cross functional teams and use tools like Notes, @mentions, followers, and more.

3. Easy Oversight

  • Remotely manage your CX tool with confidence.
  • Quickly get a bird’s eye view of customer service agent availability & capacity.
  • Jump into active conversations and manage queue assignments easily.

4. Stay Efficient & Effective

  • Finally! You can leverage a true omnichannel CRM to create a detailed picture of every customer and help them stay engaged on any platform.
  • Easy automation of repetitive tasks.
  • Access all the data you need in just one place!

Want To See What Effortless Remote Customer Service Looks Like?

You can request a 15-minute live intro call with one of our representatives here, or you can see the Kustomer platform in action by getting a behind-the-scenes look here.

 

The Power of Data for a CX Organization

The Power of Data for a CX Organization TW

Data. The buzzword we can’t escape. The subject of many a podcast, workshop, TEDTalk — you get it. By now, most organizations understand the impact of acquiring, analyzing, and modeling data to drive business decisions. And while many like to wax poetic about how data is changing the world of customer service forever, there’s not much talk about actionable ways to architect or use your data. The phrase “data modeling” might feel like PhD material, but it really just refers to a process for using data to help you predict business performance (even if you’re just working from pivot tables in a Google Sheet).

When you want to use data to address a business challenge, it’s important to ensure that you fully understand the problem at hand. This concept might feel like a no-brainer, but I often find that companies don’t spend enough time trying to understand the issue. As a CX Director or team lead, you may feel like you have a solid grasp on the problem, but that problem may be understood differently by your agents — or even your customers! Lean into this step to fully understand all facets of the issue as you begin to sort through existing data and identify gaps in the data that need to be filled.

As a Customer Success Manager at Kustomer, I have the privilege of seeing firsthand how companies big and small are integrating data-centric strategies into their operations. Below are some of the most recent use cases that inspire me.

Using Data To Understand International vs. Domestic Performance

The Power of Data for a CX Organization Inline

One of my clients wanted to explore how their business performed internationally, and how that performance compared to their work in the United States. They have always gathered contact reasons for each of their conversations. They also possessed the country info for each of their customers (primarily gathered through their shipping addresses). Segmenting customers into international vs domestic audiences — and breaking down the count of unique contact reasons within these segments — yielded interesting conclusions for their CX team. It’s probably not a huge surprise that “where is my order” topped the list of contact reasons for each segment, but there was a clear divergence in the data after that. Their team was able to dive deeper into these reasons to build a more tailored content strategy for their international customers and improve international sentiment.

Using Data To Understand Which Products Are Most Likely To Be Damaged During Shipping

Another client wanted to examine which of their products were most likely to be reported as damaged in transit to the customer. While they collected whether a customer reported a damaged item through the conversation’s contact reason, they did not collect the product SKU that was associated with each of those “damaged” contact reasons. The business began training their agents to fill out SKUs for specific contact reasons, and they reinforced that training by building logic into the Kustomer Platform that required the SKU to be provided when the “damaged” contact reason was selected for a conversation. As they’ve begun collecting this data, they’ve been able to determine which of their specific products are damaged at higher rates, and adjust their shipping and packing strategies to better protect those items. Not only does this work increase sentiment and trust for their customers, but it also helps the business to save money spent on replacements and refunds.

Using Data To Understand How Sales Team Consults Contribute To Revenue

One of my clients has a sales team that helps customers navigate the company’s inventory and acts as consultants through the buying process. However, that sales team is not involved in every experience — they’re simply present if the customer wants or needs their expertise. My client wanted to understand how these consults were contributing to the company’s revenue; what was the ROI for these consults? In order to get this insight, the company began to automatically tag customers as “sales influenced” for 24 hours after a consult was completed with their sales staff. If that customer places an order in that 24-hour window, then the sale is attributed to the sales team’s efforts. This process allows the business to better understand how effective these consults are, and whether to update the process or continue forward.

Interested in learning how the Kustomer Platform can uncover more data-driven insights for your business? Schedule a demo here.
 

Get to Know These Common Customer Service Problems and Solutions

Benchmarks: What We’re Seeing For Average Handle Time and First Resolution Time in Q2 & Q3 2020 TW

As the direct-to-customer market grows, many brands continue to adopt traditional approaches to customer service and stumble over the same obstacles again and again. How should customer service professionals rethink client care? And where should brands even begin this process? Let’s unpack some common customer service problems and solutions.

Below, we outline common obstacles, such as adapting to new customer preferences and gauging success, and cover modern solutions.

Customer Service Basics: What’s the Problem?

Despite popular wisdom, a majority of buyers do not want to speak to a support agent. That’s according to a survey by market research company Forrester. Analysts found most customers simply want accurate, relevant and complete answers to their queries. Why does this matter?

Returning to the study, more than 50% of U.S. adults said they’re likely to abandon their online purchase if they can’t find a quick answer to their question.

Speaking to only those one-in-two shoppers for whom speed is a factor, whether or not a brand closes a sale depends on how quickly customers can locate answers related to a product.

Delving deeper into this topic, 70% of adults said valuing their time is the most important thing a company can do to provide them with good online customer service.

Customers are increasingly using self-service and agent-assisted digital communication channels for customer service, which apply less friction to the shopping experience, Forrester researchers write.

Examples of these channels include:

  • Web or mobile self-service.
  • Online forums or communities.
  • Live chat.

Of course, now’s not the time to unplug and retire the landlines. What this report points to is a more nuanced, tech-forward approach to our customer service problems and solutions — an approach that is more vital now than ever.

How Did COVID-19 Shift Customer Service

COVID-19. Social distancing. Virtual connections. With an eye on the upcoming year, Forrester suggests customer service centers will adapt to a shifting market, one shaped by the pandemic. There’s a “need for a more empathetic service experience,” analysts write. Additionally, customer service will become a lifeline for an estimated 33 million consumers.

“With U.S. unemployment peaking in April [2020],” they write, “millions of individuals found themselves struggling to pay for food, bills, and other necessities.” They suggest responsible organizations provide high-quality, emotionally sensitive customer support in a form that meets customers’ needs.

Concurring with the above trend, Forrester predicts a sharp, 40% spike in virtual customer support cases, placing greater scrutiny on brands and greater urgency on their support agents to meet shoppers’ preferences: namely a demand for self-service and agent-assisted digital communication channels.

Finally, Forrester projects the creation of hybrid store/contact center roles. While brick-and-mortar stores have been hurt by the pandemic and subsequent social distancing guidelines, they haven’t been erased. Assuming a hybrid posture towards customer service problems and solutions creates the greatest opportunity for brands to meet shoppers’ needs.

Tackling Customer Service Problems and Solutions

As we covered in a previous blog post, customer service agents who aim to improve their care face a unique challenge. So often, the starting points for new solutions are major issues that may be intangible and tricky to define, such as:

  • Inefficiency.
  • Feeling ineffective.
  • Immediate need to deflect conversations.

Equally challenging is gauging the benefits of your customer service. Of course, a five-star review on a public forum is a clear sign. Generally speaking, these kinds of signals can be few and far between, creating gaps of time without concrete feedback to indicate how well a service center is performing. Where should you look to get a sense of how your service is affecting consumers?

First, look within. Everyone benefits from excellent customer service, not just shoppers. When buyers are happy, that can radiate to an entire organization, boosting morale and — potentially — translating to sales. And in that way, a company’s bottom line becomes a clear, tangible gauge of customer service efforts.

And second, check your workloads. Customer service takes time to perform, especially when done well. As such, professionals may find themselves overburdened when fielding a large volume of easy to answer conversations, and unable to attend to more serious cases. Often, giving agents the freedom to deflect avoidable queries is a matter of implementing tech solutions, such as self-service and agent-assisted digital communication channels.

Customer Service Solutions

Here are just a few options that are available to customer service professionals:

  • Providing shoppers with resources, such an easily accessible FAQ section.
  • Installing an AI chatbot.
  • Implementing a proactive outreach strategy, allowing agents to address customer concerns before they arise.

Learning how to tackle customer service problems and solutions doesn’t have to stop with this blog post. Trust Kustomer as a source of invaluable tactics for honing your custom service center strategy. Learn more.
 

Scaling Customer Service as your Business Grows

Scaling Customer Service as your Business Grows TW

There’s nothing quite as exciting as growing — and scaling — your business. Along with the excitement comes an all-important need to stay focused on scaling your customer service offerings to meet the needs and expectations of your ever-growing customer base. As your business grows, it’s essential to prioritize providing the best possible service that aligns with your organization’s core competencies, without breaking the bank.

Utilizing a CX CRM platform, such as Kustomer, allows you to focus on three key areas: communication, automation and documentation. By prioritizing these three tenets, you’ll be able to successfully scale your customer service offerings as your business continues to grow.

Communicate

As with any organization that prioritizes the customer above all else, accurate and instant communication is essential to ensuring that you’re able to provide an exceptional customer experience. A true omnichannel CRM aggregates all channels into one single view, so customers are able to communicate seamlessly on their preferred platform, and agents have all the information they need to provide a personalized experience. With access to a knowledge base, agents have up-to-date information at their fingertips to ensure they’re providing accurate answers to customers’ concerns.

Automate

Automation can be leveraged in many ways in intelligent platforms like Kustomer. Businesses are able to tap into the power of queues and routing to automatically route specific conversations to the most appropriate agent. Utilizing business rules ensures proper actions are taken on conversations automatically, and when combined with documentation, CX organizations can ensure that all conversations are properly tagged and ready for a thorough review at a later time.

With AI, businesses now have the opportunity to provide more self-service opportunities. Think about chatbots. They are growing in popularity with both businesses and consumers, and can be used to collect initial information, and solve low level inquiries like business hours, policy questions and “where is my order” (WISMO) inquiries. While there is always fear of losing personalization when using AI and automation, with the right data, businesses can actually do the opposite. For instance, if a business leverages customer data properly, chatbots could ask personalized questions based on an individual’s purchase or browsing history. These interventions save time for both the customer and agent, and increase the time spent on the actual issue rather than information gathering and low-level support.

Document

Documentation is performed in a few ways within CRM platforms like Kustomer. First, you are automatically documenting your correspondence with your customers. This allows you to see past engagements and find areas where your team can improve while you scale. A solid QA program of past conversations is imperative for any organization scaling their customer service organization. Second, this documentation allows you to search across your interactions to find trends. Are you answering the same question(s)? If so, you can uncover those insights through reporting functionality, and then you can update your knowledge base to get that answer into your customer’s hands quicker, or adopt chatbots to automate those conversations. Lastly, utilizing pre-built messages for common inquiries allows agents to engage with customers quickly, accurately, consistently and efficiently.

Scaling a customer service organization doesn’t need to be a scary task. Business growth means you are succeeding, but you must remain focused on delivering the customer service experience that your customers expect. Prioritizing communication, automation, and documentation will allow you to succeed in this endeavor.

Want to learn more about how to scale your CX org? Download our definitive guide to scaling your customer service, without losing the human touch.

 

Introducing Kustomer App Marketplace & Developer Platform

Introducing Kustomer App Marketplace & Developer Platform TW

We’re very excited to announce today the release of our third party app development program and the launch of 20 new apps.

The “app store” concept is not a new one. While its most recently reached global popularity by Apple and Google, companies have been making digital marketplaces for others to develop, package and distribute applications online since the early days of the internet. The same way that Airbnb provides more choices to consumers by providing housing options from a global network of homeowners, an apps platform enables customers to benefit from the work of thousands of developers around the world.

One of the main reasons businesses choose Kustomer is because our product provides a “single pane of glass” into many different systems a business might need to provide world class support. However, there are thousands of systems, both third party and home grown, that businesses could potentially use to provide quality support. And our CRM platform has an endless array of use cases and functionality that could be leveraged to build these integrations. While our product and development teams do build things very quickly, our team alone will never be able to keep up with the demand of the various integrations our customers need.

So we’re extremely excited to invite our partners, customers, and third party developers to now build integrations and experiences inside of Kustomer’s CRM platform at a scale that we could never dream of internally. However, in order for this initiative to be successful, there are three key components that we have been investing in, and will continue to expand:

    1. First, apps need to be able to have a wide range of functionality in order to provide value to businesses. Thanks to the hard work of our apps platform team, apps can now install custom objects, connect to OAUTH-based third parties, create cards, custom views, custom attributes, webhooks, workflows, and more. We’re confident this work will result in features and automations that ultimately make support teams work more efficiently, and deliver delightful experiences to their millions of end-customers around the globe.
    2. Secondly, partners need to have the proper documentation to know how to build an app. Today we’ve announced our third party apps documentation, which has already been leveraged by both our internal apps team and some early partners to develop apps that many of our customers are using today.
    3. Finally, partners need to be incentivized to build the app. Today, we’re working with integration partners to build experiences that benefit all three parties involved — Kustomer, the partners, and the companies that use these integrations. Over the next few months, we’re going to be rolling out more features to make app submission easier, and revenue sharing programs to continue to foster and incentivize a wide array of integrations to be safely and securely built and distributed from any developer in the world.

This is obviously just the dawn of our apps vision, and we need your help to make Kustomer a better tool for thousands of companies and millions of customers worldwide. If you’re interested in building an app, the best place to start is by reading the Kustomer Apps documentation and filling out our developer form to get a test account and start building. And as always, if you need help, don’t hesitate to reach out to our support team on whatever channel you prefer!

 

Kustomer Launches New App Marketplace, Making It Easy for Businesses to Connect Tools, Processes and Data Into a Unified Customer Experience

Kustomer Launches New App Marketplace TW

Curated Set of Integrated Apps Helps Businesses Streamline CX Operations to Improve Agent Productivity and Customer Satisfaction

 

New York, NY – February 23, 2021Kustomer, a top-rated CRM for modern customer experiences, today launched the Kustomer App Marketplace, a curated set of applications and integrations that can be easily added to the Kustomer platform for a unified, omnichannel customer experience. By integrating communications, ecommerce, social, productivity, advanced analytics, and other best-in-class apps with the Kustomer CRM platform, businesses can activate omnichannel CX operations more quickly and efficiently.

“Businesses are racing to integrate new communications channels, artificial intelligence, chatbots and other innovations to create seamless, bespoke customer experiences at every step in the customer journey. This can be challenging when legacy technologies and complex integrations get in the way,” said Brad Birnbaum, Co-founder and CEO of Kustomer. “With the new App Marketplace, we are making it easy for businesses to extend the value of their Kustomer CRM platform with plug and play apps that modernize and unify omnichannel operations. Businesses can now tame their CX ‘frankenstack,’ creating the seamless, agile operations they need to connect in more ways with more customers.”

App Marketplace Provides Measurable Benefits To Brands and Partners

The Kustomer Marketplace makes it easy for businesses to better inform customer interactions, boost agent productivity, streamline operations, and reduce total cost of ownership with these features:

  • One-Click Install Apps: Businesses are using the App Marketplace to assemble and adapt their CX ecosystem without the need to engage expensive development resources.
  • Full CX Ecosystem Integrations: Businesses can tap into a large and growing list of integrations to unify their customer service systems, connecting every element of an omnichannel customer experience.
  • Seamless CX Operations and Unified Customer Visibility: By linking every element of CX operations and data, CX organizations can put a single view of the customer at agents’ fingertips. Agents can quickly find, share and act on information across the tech stack by creating one central place to stay focused and get work done.
  • Centralized Tools Management: Customer Service Operations can now go to one central marketplace where admins can install, integrate and maintain third-party apps with the Kustomer CRM platform.
  • Fast Track to a Growing Marketplace: Partners can tap into new revenue streams with a comprehensive app development platform and resources to join an established marketplace of qualified buyers.

“Streamlined operations and unified customer experience are imperatives today as businesses scale to deliver more personalized service on tighter budgets,” said Vasili Triant, Chief Operating Officer at UJET. “We are proud to be selected as one of the first apps featured in the Kustomer App Marketplace and believe it will become an essential hub for businesses looking to build the modern CX operations needed to serve today’s increasingly digital and mobile consumers.”

In November 2020, Kustomer signed an agreement to be acquired by Facebook, subject to customary regulatory review. Once the acquisition closes, Kustomer will continue to serve its customers and work with its partners as part of the Facebook family. With complementary capabilities, more people will be able to benefit from customer service that is faster, richer and available whenever and however they need it–via phone, email, text, web chat or messaging. In particular, Kustomer will be able to enhance the messaging experience which is one of the fastest growing ways for people and businesses to engage.

About Kustomer
Kustomer is a top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Through AI-powered automation, Kustomer scales to meet the needs of contact centers and businesses, enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $174M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

Media Contact:
Cari Sommer
Raise Communications
cari@raisecg.com

Join us for our webinar on February 25th, 2021: How to Unify a Modern Tech Stack for Seamless Customer Service

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How to Decrease CX Costs by Improving Agent Productivity

How to Decrease CX Costs by Improving Agent Productivity TW

In today’s economy, external pressures demand that customer experience departments service more customers and solve more problems than ever before. In fact, during the 2020 holiday season, 68% of CX organizations dealt with far more issues than they did the previous year, speaking to this overwhelming new normal for service professionals around the globe. CX teams often spend immense amounts of time sorting through tickets and routing them to the correct agent, or hunting for information in disparate systems. This can be both time consuming and brain-numbing work, and takes away time that would otherwise be spent building relationships with valuable customers. A CX organization must develop a productive environment, with a proper CRM system, to make agents more effective and efficient.

Step One

The first step to lowering your CX costs is to make your agents more effective. Effectiveness means your agents do a better job of servicing your customers, delivering on ever-growing consumer expectations. Providing your agents with a CRM system that intelligently routes issues to the right person ensures that problems are resolved based on the skillset of the agent. As the agent learns news skills, routing rules can be updated based on their capabilities. Productivity improves because those issues are resolved accurately.

How to Decrease CX Costs by Improving Agent Productivity Inline 1

It’s also essential to arm your team with the information they need to instantaneously service customers. This means aggregating all information about a customer’s history into one single view, so agents can treat customers like people and not tickets. Additionally, make sure your CRM can intelligently surface relevant information from a knowledge base, so all agents are delivering consistent and high-value service.

AI support technology can also suggest messages to send to customers based off of historical conversations and customer attributes, which can become more accurate and personalized over time in conjunction with a machine learning model. Sentiment analysis is another benefit of AI technology. By looking at the words and tone in a customers’ messages, the technology can identify how satisfied, or dissatisfied, a customer is, and escalate the issue accordingly.

Step Two

The second step to lowering your CX costs is to make your agents more efficient. Efficiency means ensuring your agents have the tools in place to service more customers, in the same amount of time. Providing your agents with a CRM system that has all information in one place eliminates the need for multiple browsers and hunting for information in disparate systems. It can also provide an instantaneous view of all past conversations and the complete customer history. This means the agents have all of the information they need in one screen to resolve issues, leading to an increase in productivity.

How to Decrease CX Costs by Improving Agent Productivity Inline 2

Average Handle Time (AHT) is the average duration of the customer conversation, from the time the conversation is initiated to the time it concludes, including all hold times and transfers, as well as after-conversation work. Wall Street, investors and even corporate executives look at AHT as a productivity measurement, and organizations are often measured on handle time, against industry standards and competitors. The directive from above — more often than not — is to improve productivity, lower costs and improve the average handle time.

Imagine a CX organization with 50 agents paid at a fully burdened rate of $50,000 annually for a total payroll cost of $2,500,000. A simple twenty percent productivity improvement from more effective and efficient agents would add $500,000 in business impact OR ten additional agents! As agent handle times improve, so does the business’ bottom line.

Want to learn how Kustomer can help your business lower CX costs? Request a demo here.
 

Kustomer Tops G2’s Leaderboard Throughout 2020

 

Kustomer Tops G2’s Leaderboard Throughout 2020 TW

Built on the premise of excellent customer experience, it’s no surprise that the Kustomer team has been focused on our own customers from the start. Baked into the foundation of our company, our “customer-obsessed” krew is the backbone of our happy clients.

As we reflect on the whirlwind that is 2020, one thing is certain: if customer service wasn’t already a top priority, it’s now indispensable for businesses across the globe. The importance of customer service is at a point of paradigm shift and we’re working alongside our customers to ensure they have the best tools in place to deliver game-changing experiences in today’s customer-first landscape.

Tuning into our customers’ reviews about their experience with our krew and platform, allows us to bake their feedback into our product and services in the future. G2’s consistent reviews and — more notably — quarterly reports, are the best way for us to know how we stack up against our competitors. Which is why we’re excited to share that over the course of 2020, quarter after quarter, we were named a category leader.

Kustomer Tops G2’s Leaderboard Throughout 2020 Inline 3

G2’s quarterly reports are based on aggregated reviews from our customers, and compares Kustomer to other customer service platforms. Over the last seven quarters, Kustomer’s ability to be at the top of the customer service software leaderboard has remained true.

Additionally, throughout the year, Kustomer earned recognition in the following categories:

  • Leader
  • Momentum Leader
  • Best Meets Requirements
  • Best Meets Requirements Mid-Market
  • High Performer
  • Leader Mid-Market
  • Highest User Adoption
  • Users Love Us

We’re leading the pack across Help Desk, Live Chat, and Conversational Customer Engagement, but don’t just take our word for it, check out a few examples of what Kustomer’s customers have to say about their own recent experiences:

Kustomer Tops G2’s Leaderboard Throughout 2020 Inline 2

 

Gaining outstanding recognition from our customers, when we’re in the business of customer service, might seem like a dead giveaway. But it’s these awards that carry the most weight with our leadership team, and the entire Kustomer krew. We can’t thank our customers enough for helping us achieve our mission of being the best modern CRM platform for customer service, and we’re looking forward to working with our clients throughout the new year.

Ready to see Kustomer in action? Schedule a demo here.

How Smart Technology Can Power Efficient, Digital-First Experiences

How Smart Technology Can Power Efficient, Digital-First Experiences TW

In 2020, the whole world went digital at a rapid pace. While it is inevitable that commerce and customer service will partially shift back to brick and mortar once things go back to “normal”, there is now a massive new pool of consumers that are comfortable shopping online, and you can expect this increased volume of e-commerce and digital inquiries to continue. Many organizations are tapping into the power of technology to deliver on this digital shift, and scale without sacrificing their quality of support.

Artificial intelligence still sparks some suspicion or nervousness that robots will take all of our jobs. But instead, AI in customer service can truly enable businesses to be more efficient and productive by eliminating menial work. International delivery company Glovo knows this first hand. After implementing Kustomer IQ, the artificial intelligence tools embedded throughout the Kustomer platform, Glovo was able to instantly solve 84% of their inquiries through pure self-service and chatbots, versus contacting an agent.


Beyond AI-driven efficiency tools, leveraging a true customer service CRM, where all information is unified and actionable, is the only way to deliver a modern experience. Legacy CRMs were built to manage cases, not customers. Many digital disruptors, who put the customer at the center of their business models, realized this early on and put a CX CRM in place to deliver a seamless, customer-first experience. Says Lauren Panken, Senior Systems Manager at UNTUCKit, “For us, the CRM is the place that we get a full view of our customer in regards to customer service. It’s honestly just been such a great addition to the way that our team functions… and has improved the way that we’ve been serving our customers.”


More “old school” organizations are also quickly realizing that in order to service their customers effectively, they need to move into the twenty-first century, with modern technology. Ernest Chrappah, Director of the DC Department of Consumer & Regulatory Affairs, chose to work with Kustomer to ensure they were putting their best foot forward. “It was simply about finding a way to respond to our customers by elevating the services that we provide to meet the needs of customers in the digital age,” said Chrappah.


Before switching to Kustomer, Ritual was using a system that didn’t allow them to scale. Instead of logging into half a dozen different systems in order to solve a single ticket, Ritual found a modern CRM that would allow them to be both efficient and effective. “Having everything under one roof was really the driving factor,” said Andrew Rickards, Director of Customer Experience at Ritual.


A modern CRM like Kustomer can not only allow businesses to scale by unifying all data and making it actionable in a single screen, but it can also surface data points that can make your business better. By understanding data-driven trends, shortcomings, issues and wins, and putting technology solutions in place to better your operations, a true customer service CRM can transform a business from a cost center into a profit center, says Amy Coleman, Director of CX at Lulus.com:


Want to learn more about how switching to Kustomer can power both efficient and exceptional experiences? Explore how we stack up to Zendesk here.

 

How the Right Customer Service CRM Can Make Your Customer — and Agents — Happier

How the Right Customer Service CRM Can Make Your Customer — and Agents — Happier TW

You know the phrase “Happy Wife, Happy Life”? Well, here at Kustomer our motto is “Happy Customers, Happy Life”. It may not have the same catchy ring to it, but any CX professional can attest to its truth. Creating happy customers resonates far outside of a customer service organization — customers can act as unpaid marketers, they can give insight into product development and campaign plans, they will undoubtedly drive more revenue and positively impact your bottom line.

But what often gets overlooked, is the direct correlation between agent happiness and customer happiness. It’s immensely clear to anyone who has ever called a cable company or visited the DMV, that when agents are forced to jump through hoops, use outdated systems, and deal with a bombardment of unhappy consumers all day long, they likely won’t be providing the best service. But when agents feel empowered, feel their jobs are valued, and — most importantly — have the right tools and technology in place to do their jobs well, they are able to be efficient and effective in a fast-paced and rapidly changing environment.

Ultimately, agent happiness directly translates to customer happiness. The more information that agents have at their fingertips, and the more they are able to focus on quality instead of quantity, the happier they will be, and the happier they will make your customer base. Andrew Rickards, Director of Customer Experience at Ritual, has experienced this first hand.

Legacy CRMs were built to manage cases, not customers, and siloed third-party data means an abundance of wasted time. Agents have to look in a multitude of different systems, on different platforms, just to service a single customer inquiry. A true customer service CRM should connect seamlessly with your other data sources and business intelligence tools, while taking the place of your support platform, contact center routing software, and process management solution. With all information centralized, agents don’t have to waste time searching for the information they need to service an already frustrated customer.

How the Right Customer Service CRM Can Make Your Customer — and Agents — Happier Quote

Amy Coleman, Director of CX at Lulus.com, agrees that switching to a true customer service CRM, from an old-school ticketing system, is a game changer for both agent happiness and development. When agents are stuck in the minutia of complicated workflows and a never-ending sea of tickets, they are unable to focus on what’s most important, and find value in their work.

Agents have a difficult role. They are the voice of your brand in every customer interaction, yet when they start that interaction they often barely have enough information to authenticate the customer, much less provide differentiated service to every customer.

To personalize a customer’s experience, you have to know the customer—and that requires data. A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and helps them deliver more efficient, proactive and relevant service. There’s no need to waste the customer’s or agent’s time by asking for repeat information. Instead, that information is available at the click of a button, allowing the agent to personalize the customer’s experience by giving fine-tuned advice, addressing problems proactively, and suggesting other products or services the customer might enjoy. The result? An efficient but personal interaction that builds a lifelong customer relationship.

Want to learn more about how switching to Kustomer can create happy customers and happy agents? Explore how we stack up to Zendesk here.
 

How Modern, AI-Driven CRMs Power Intelligent Customer Experiences

How Modern, AI-Driven CRMs Power Intelligent Customer Experiences TW

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change.

Some argue that 2020 has signaled the decline of ticket-based support systems. Why has the pandemic emerged as the straw that finally broke the legacy CRM camel’s back? The data tells the tale. Recent analysis of e-commerce trends shows a staggering 10 years of growth in just 3 months at the beginning of 2020. And that was just the early stages of lockdown. As chaos and uncertainty took hold, CX teams were inundated with customer calls and support tickets as they struggled to keep up with questions, changing plans, requests for assistance, and the demands of going direct-to-consumer.

How Modern, AI-Driven CRMs Power Intelligent Customer Experiences Inline

But that’s only where the challenges begin. 2020 also forced organizations to accelerate digital transformation by 6 years to adapt to the “new normal” of stay at home orders, remote workforces, supply chain disruptions, shipping delays, and the economic slowdown. Along with this digital transformation, many CX leaders are realizing they need to follow the lead of the direct-to-consumer disruptor brands that are differentiating themselves, and thriving, by delivering a modern consumer experience.

The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer

As the pandemic took hold, most direct-to-consumer innovators were many steps ahead and better prepared to deal with the curveballs 2020 delivered. These businesses started with the right culture, philosophy, and customer-centric CRM platform. They built their business to connect with customers at scale. A great example of this is The Farmer’s Dog, a company dedicated to delivering safe and healthy pet food, who totally nailed the customer-first approach. Their customer service agents connect on an emotional level with their buyers using whatever channel the buyer selects to educate and foster authentic relationships. This takes a level of insight tickets can’t provide.

UNTUCKit is another great example of a customer-centric brand. They ensure their stellar shopping experience is supported across every customer touchpoint, especially support. Team members have a virtually seamless process for seeing customer history, gathering the right data points, and resolving customer inquiries.

What Makes a Modern CRM?

If tickets aren’t the ticket, what is the secret to direct-to-consumer success today?

Visibility to Care for the Whole Customer

Now more than ever, customers feel they’ve lost control and trust. Zappos and Amazon have set the bar high with proactive, rapid, data-driven customer experiences. Modern CRMs can help brands rebuild that trust through data-driven conversations informed by a view of the whole customer. Agents must have complete visibility across systems to understand the consumer and their entire situation. But with a plethora of data, and a growing number of channels to monitor, we need AI to unlock these insights. Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Contact centers using ticket-based systems, while relying on siloed customer data, simply cannot deliver the type of experience customers demand today.

Omnichannel Customer Experience

Omnichannel support means a customer can connect with your business anywhere, anytime, and with any method—or even with multiple methods or channels.  If a customer wants to reach out via email and then switch to chat, so be it! It’s the experience a new generation of consumers expect. This requires companies to break down silos and integrate their data for a picture of the whole customer across channels. Consumers must be able to switch channels mid-conversation and leverage the best channel for each conversation’s purpose. Our research shows that nearly 90% of customers are frustrated when they can’t contact a company on the channel they prefer. That shouldn’t be a surprise—we all know customers want what they want.

Omnipresent, Guided Self-Service

Just as customers expect more tailored and personal communications, they also demand self-service options for immediate resolution. As our new AI e-book explains, AI is being rapidly adopted in contact centers to act as the first line of defense, amplify performance, and create strong efficiencies. The volume, velocity, and variety of customer data today overwhelm organizations without the technology, processes, and operational capabilities to integrate siloed data and personalize communications. AI is transforming customer experiences, and for good reasons.

Happy Agents, Happy Customers

Research shows companies with excellent CX have employees that are 1.5X more engaged than employees at companies with less satisfactory CX; additionally, companies with highly engaged employees outperform their competitors by 147%. AI is also vastly improving agent productivity and reducing churn for contact center leaders. AI can have a dramatic impact on the customer experience and satisfaction, which in turn makes the employee experience far more interesting and exciting.

AI makes jobs more meaningful and less frustrating by deflecting much of the grunt work and alleviating manual and repetitive tasks agents hate. Agents don’t need to waste time transferring and redirecting customers. Rather, conversations can be automatically classified and routed to the appropriate agent for a speedy and personalized resolution. Not only will this reduce wait and handle times, but it will also maximize team capacity by directing real-time conversation traffic to the right person at the right time.

Realizing the Intelligent Customer Experience

You need a modern CRM to help you execute your digitally advanced, customer-first approach. Leading contact centers have indicated that integrated platforms and data analytics are important in gathering insights into the customer journey. Enter the Intelligent Customer Experience, a culmination of all of the improvements we just discussed.

Intelligent CX means leveraging a modern customer-centric approach and advanced AI to create a smarter, faster, and more enjoyable customer experience. It’s about delivering results fast using the power of AI and data from all channels, whether that be via a call, chat, email, tweet, or all of the above. Your customer service agents will feel more informed since you’ll be empowering them to provide real value, not just closing a ticket or processing a transaction. AI uses context and conversations to make it easy for customers to get help, while allowing agents to provide more personalized service at scale.

We’ve seen dramatic changes since March of this year that have accelerated every aspect of digital transformation. We recently launched Kustomer IQ for omnichannel deflection, sentiment analysis, and intelligent routing. Check out more details here.

Customer Care Delivered in a Remote Environment

The pandemic has certainly upended the notion of the traditional 9-5 office. Companies are racing to adapt to a distributed work model, and technology is the biggest driver in adjusting to operating remotely. The next generation of customer service CRM does more than just manage support conversations. It enables the delivery of the customer experience from anywhere, through remote work orchestration and oversight. Taming the CX frankenstack is another step toward easing the remote transition. Modern CRMs must allow organizations to streamline integration of platforms, data sources, and channels to make remote work.

Collaboration is key to delivering an exceptional experience, so the modern CRM should provide a platform for customer service representatives to work together, to deliver service and support more efficiently and effectively. Collaboration between agents enhances the quality of answers provided to the customer by leveraging subject matter experts. At Kustomer, we believe the collective knowledge of experts makes your customer service organization stronger overall. In fact, we’ve embraced the use of Collaborators, users from other teams outside of support that can view conversations, customer history, and searches. By setting up Collaborators, other team members or departments can help you solve customer questions with internal notes and @mentions, see customer feedback, and more.

The Demise of the Dreaded Ticket

2020 will be the beginning of the end for legacy CRMs and transactional ticketing systems that were built to manage cases, not customers. Personalized support has been a key tenet of the business-and-buyer relationship from day  one. Every customer wants to feel like they are known, respected, appreciated, and well-served. They certainly don’t want to be insulted by an interrogation. Traditional ticketing systems will be left behind, as customers expect more and the world continues to converge quickly.

Intelligent, modern CRMs enable true connections to be made with customers in their greatest times of need, by making it easy for agents to come from a place of understanding and context, consistently. This requires unlocking the value of data shared between different teams (such as marketing and customer service), creating new roles to act on the data, and leveraging new and modern technology.

Download the AI for CX e-book to learn more, and take a look at how Kustomer can provide the tools you need for exceptional DTC customer service.

 

4 Key Takeaways From #MakeTheSwitch Week

4 Key Takeaways From #MakeTheSwitch Week TW

In case you missed it, last week Kustomer hosted a series of events all around switching from traditional ticketing systems to a modern CRM for customer service. The week was action-packed, filled to the brim with insights from Kustomer executives and customer-centric brands like Lulus and Ritual.

It’s not too late to gather insights from the week. Below you can find four key takeaways from #MakeTheSwitch week, and what they mean for your brand.

1. Treat Customers Like Humans, Not Tickets

Many companies are still relying on the old model of customer service, where they treat each new interaction as a separate event handled by different people across a variety of siloed platforms. To personalize a customer’s experience, you have to know the customer—and that requires data. A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and helps them deliver more efficient, proactive and relevant service.

Amy Coleman, Director of CX at Lulus.com, thinks that the humanity of customer service is often lost in call center environments. “I think that one of the downfalls to old school ticketing systems is that it’s no longer about people. It almost becomes like data entry for those agents that are working on the same thing. It’s how many tickets there are,” said Coleman during a Thursday afternoon webinar. “We were never thinking in terms of the human beings that are on the receiving end. And I think that’s what Kustomer has really done for us, it’s allowed us to spend the time with the human beings that are on the other line and spend more time developing our team.”

Eric Choi, Community Support Manager at Zwift, said during a Friday afternoon LinkedIn Live that he made the switch to Kustomer because his team was looking for a platform that was more human, and allowed them to interact with their members in a more organic way. “The old ticketing system made me feel… like a deli counter. You pull a ticket, you get answered, you throw the ticket away and then you move on.”

When all customer information is available at the click of a button, agents are able to personalize the customer’s experience by giving fine-tuned advice, addressing problems proactively, and suggesting other products or services the customer might enjoy. The result? An efficient but personal interaction that builds a lifelong customer relationship.

2. Unlock the Power of Data Through a Customer Service CRM

As Kustomer CEO Brad Birnbaum said in his Tuesday afternoon LinkedIn Live, an effective CRM should allow you to fully understand the relationship that your business has with each and every customer, and leverage data in order to do that. Legacy CRMs were built to manage cases, not customers. And you shouldn’t have to pay more for operational solutions AND modern communication tools in order to provide effective support.

Coleman agrees that e-commerce companies “absolutely have to be able to access data around what your customers are contacting you” about. Before making the switch to Kustomer, Lulus didn’t have any data because their platforms weren’t talking to each other, and that was a big issue. A modern customer service CRM should be designed to connect seamlessly with your other data sources and business intelligence tools, while taking the place of your support platform, contact center routing software, and process management solution.

3. Cut Down on Tickets With an Omnichannel Approach

In a multichannel support environment, each channel lives in its own silo with its own dedicated team of agents, with limited communication or sharing of information between channels. As a result of this fragmented experience, customers will have to take the time to repeat to the second agent what they told the first agent. In addition, multichannel support leads companies to focus on resolving tickets, rather than building stronger customer relationships, because agents lack a holistic view of each customer.

After switching to Kustomer, Coleman truly realized how many omnichannel conversations were taking place within Lulus’ customer base. With a truly omnichannel customer service CRM, Lulus “ended up merging or cutting [their] tickets down significantly.” Agent collision never occurs when communication channels are integrated, because agents can view the conversation and maintain context even as customers engage through multiple channels.

Michelle McCombs, Vice President of Safety and Support at HopSkipDrive, has now structured her team so they are all omnichannel. With Kustomer’s timeline view, and intelligent queues and routing, her team doesn’t have to go and find what they need to do next. All of her agents “live right there in their one space and… and get to work.”

4. Make the Agent Experience Effortless and Fulfilling

Ultimately, agent happiness directly translates to customer happiness. The more information that agents have at their fingertips, and the more they are able to focus on quality instead of quantity, the happier they will be, and the happier they will make your customer base.

Andrew Rickards, Director of Customer Experience at Ritual, has experienced this first hand. “It goes without saying customer service can be a thankless job and even … the best spirited individual can find those tougher days. So for me, it’s looking at the agent’s experience and understanding what the points of friction are and removing them, so what is already a tough job doesn’t have to be any tougher,” said Rickards. “When I talk about agent happiness, if you look at the internal surveys we do, to see just how people are on a quarterly basis, a lot of the questions that would indicate day-to-day stressors…we improved on those results post-Kustomer switch.”

Coleman agrees, and sees how making the switch to a more effortless platform can impact agent development. “I do feel that we’ve had less turnover due to the fact that the platform is easier, to the point where we’ve been able to actually focus our leadership on actual leading instead of micro managing,” says Coleman. “And what I feel is the most honorable and noble career, which is the service of helping other people, it gets lost in the abyss of really complicated workflows. And so Kustomer has given us, has given me as a leader, so much value, because I’m actually able to lead people for who they are based on their individual strengths and opportunities.”

Click here to learn more about how making the switch could be a gamechanger for your team.

 

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