CX Stories From the Frontlines: Increasing First Response Time by 400% With the Kustomer Platform

CX Stories From the Frontlines: Increasing First Response Rate by 400% With the Kustomer Platform TW

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog, recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer.

In this month’s edition, we discuss how a financial services company is improving agent efficiency, the power of data for a marketplace, and why intelligent routing is helping a subscription service deliver first-class service to VIPs.

Financial Services Company Gives Agents the Tools They Need to Succeed

A financial services company focused on making the cumbersome home loan application process as seamless as possible, had a problem. As is expected, the loan application process involves massive amounts of regulatory paperwork that simply cannot disappear, but they needed a way for agents to surface that paperwork and find customer information quickly.

The team leveraged Shortcuts Attachments to quickly surface things like detailed mortgage policy documents, shaving off a few seconds of agent handle time. While this doesn’t seem like a lot, this time adds up and ultimately defines staffing needs and impacts the overall customer experience. Additionally, the team is establishing new operational flows for their agents through Conditionally Required Attributes (CRAs). The loan process requires a litany of forms and stages to be completed, which often lead to additional forms. CRAs allow them to more cleanly track a customer’s stage in the loan process checklist during a key handoff period between agents.

Lastly, Timeline Pinning is proving to be a game changer for the business’ customer service agents. Now the agents are able to keep critical client and loan stage information right in front of the agent, eliminating the need to dig through old notes and documents. All of these developments are allowing the business to pull other teams in the Kustomer Platform and focus on streamlining their internal systems in a single hub.

Understanding Shipping Shortfalls Through Reason Codes

The amount of data that customer service organizations gather is a gamechanger. This information doesn’t simply impact the customer service organization, it can impact all aspects of a business, from the web experience and product development, to logistics and transportation. An international marketplace understood the impact of this data, and leveraged Kustomer to gather insights that could improve their bottom line.

The business is taking data gathered within the Kustomer platform, and both searching and filtering on particular data points to see where they are experiencing problems in different parts of the organization, with the ultimate goal of implementing process improvements. Specifically, they are currently using Reason Codes to pull reports for shipping operations, to show where they are missing the mark and working towards changing the process.

Monthly Subscription Service Supports VIP Customers at Lightning Speed

CX Stories From the Frontlines: Increasing First Response Rate by 400% With the Kustomer Platform Inline

According to recent Kustomer research, 83% of consumers believe that they should be treated better for being a loyal customer. A leading subscription service realized this, and leveraged the Kustomer Platform in order to deliver on that promise. The team tapped into the power of intelligent routing in order to jump VIP customers up to the top of the queue, and the impact has been tremendous. Their first response time for VIPs is now about 400% faster, all without having to set up an additional queue & routing team. Now that’s first-class treatment.

We want to hear from you! Let us know if you’re tackling CX problems in an interesting way and we will feature you in the next CX Stories From the Frontlines.

 

CX Stories From the Frontlines: Dynamic Routing for Urgent Issues

CX Stories From the Frontlines: Dynamic Routing for Urgent Issues TW

It’s that time again: we’re here with some fresh CX stories from the frontlines. In case you missed them, check out the first and second issues on the blog, recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer.

In this month’s edition, we discuss how a business was able to easily style their auto response e-mails, how integrating data powers a better agent experience, and the power of intelligent routing to get urgent issues solved more quickly.

Stepping Up Messaging — No Dev Work Needed

A cryptocurrency app, available in over 40 countries, needed to step up their autoresponse game. Plain text e-mails just weren’t cutting it, and they needed to figure out how to include richer formatting to align with their brand. Without endless resources on their side, they worked with Kustomer to implement Markdown: a lightweight language that can be used to add formatting to plain text documents without the overhead of HTML. It’s fast, easy to learn, well supported across platforms, and translates flawlessly to HTML. Through this solution the company was able to transform dull blocks of text into more organized and eye-catching emails and messages for their customers and agents — all without any dev work or a single HTML tag.

Integrating for a Better Agent Experience and Automated Outreach

A small warranty company had to integrate with a few older systems that had very complex data models, in order to have an actionable and complete view of the customer. The typical lifecycle of a customer looks something like this:

  1. A customer purchases an item and registers their warranty.
  2. The warranty system pushes the warranty information to Kustomer.
  3. A Kustomer workflow creates the warranty custom object and maps some crucial customer information to the profile.

Now, let’s say that same customer needs to contact support because their ice maker is leaking water:

  1. The support agent will troubleshoot, and if they determine that this is a warranty claim, they fill out some information in a Kustomer context card.
  2. This opens the claim/dispatch system, with a TON of pre-populated information pulled directly from Kustomer.
  3. The agent fills out the remainder (just a few fields) and that opens the claim.
  4. The claims system then sends information back to Kustomer about the claim. After the initial opening of the claim, this is just basic information like the claim number and date it was opened.
  5. As the customer’s unit is scheduled for service / they are shipped a box for a warranty return, the claim/dispatch system will send updates to Kustomer, and the workflow system will update the claim custom object.

If the customer ever calls in asking about the status of their claim, the agent does not have to go into another system, they can simply pull up the claim in the customer’s timeline.

The warranty company also wanted to send automated status e-mails to the client when that claim status changed: say that the backordered part was now in stock, or their unit had been received and a replacement is on the way. Instead of having an agent send these e-mails manually, a workflow was built to automatically do so.

Additionally, the Kustomer team built a context card that indexes all of the previous status emails, and allows agents to resend any selected e-mail. This will trigger a new copy of the e-mail to be sent, but contain all of the original email’s body and subject lines.

Dynamic Routing to Service Guests Quickly

A short term rental company did a ton of manual routing in their previous system, and wanted a more automated and dynamic option. The business was ingesting reservation information and storing the check-in and check-out dates on the customer’s profile. Kustomer set up queue rules that look at the check-in and check-out dates, to route a conversation to the “In Stay” queue, if a guest is in the middle of their stay, or the “Booked Guest” queue if they already have a booking. The guests in these queues receive faster service related to their booking as a result. If the individual does not yet have a booking, the inbound conversation is routed to the main inquiries team, which accounts for the largest volume of service. These routing rules have vastly helped their team cut down on manual work to get the guest to the right team, and has allowed them to increase their efficiency and satisfaction by routing customers who are in the middle of their stay to teams who are set up to service guests quickly.

We want to hear from you! Let us know if you’re tackling CX problems in an interesting way and we will feature you in the next CX Stories From the Frontlines.

 

CX Stories From the Frontlines: The Power of a One-Stop Shop

CX Stories From the Frontlines: The Power of a One-Stop Shop TW

We’re back again for our SECOND blog in a series about how CX organizations tackle every day challenges with the help of the Kustomer Platform: CX Stories From the Frontlines. There is rarely a magic bullet to our CX problems, but it’s helpful to understand how other companies are tackling similar issues.

In this month’s edition, we discuss how a business was able to understand BPO performance through Kustomer, how reporting can identify top contact reasons in specific geos, and the power of unifying disparate systems in one go-to platform.

Subscription Service Implements Effective BPO Performance Tracking

A subscription service, delivering science and art kits to kids, has a robust team of agents through a BPO. It is absolutely critical for them to understand agent performance, efficiency and customer satisfaction, as the team is not in-house. Additionally, these metrics inform the BPO’s bonus payouts. Through the Kustomer platform, the subscription service has several tools to ensure goals are being met and quality of service is sustained. They leverage Kustomer’s Queue Report to view overall agent performance at a glance, Team Pulse to supervise agent activity in real time, and a custom report on agent CSAT averages.

CX Stories From the Frontlines: The Power of a One-Stop Shop Inline 1

Beauty Brand Uncovers Top Contact Reasons for International Customers

A cosmetics and personal care company had a key business objective for 2021 to focus on their international customer segment. As part of this focus, the CX team was mandated to breakdown the top contact reasons for their international customers. The company worked with Kustomer to build a basic workflow that copied the “international” attribute from the customer profile and populated it on the customer’s conversation. After backfilling about three months of data through a CSV upload, the beauty brand was able to see historical information and build a custom report that could visualize and export this information for the leadership team. Next up the team will be implementing conditionally required attributes so they can see which products are most associated with refunds and damages.

CX Stories From the Frontlines: The Power of a One-Stop Shop Inline 2

Insurance Company Increases Efficiency By Unifying Disparate Systems

Agents at a home insurance provider used to have part-time jobs as detectives, spending endless amounts of time attempting to find the information they needed across multiple applications. They were aware that, as a business built on data, there was information floating around that was inaccessible to them. To solve this, they brought the data from all of those disparate systems together into one go-to platform. Essentially, Kustomer became their one-stop shop. Now they can view their customer and policy information alongside their Gong recordings and customer interactions. Since launch, they’ve seen various improvements across teams — their sales team has noticed an increase in contacts, likely a result of having new channels for engagement like chat, their support team now has more visibility through the Kustomer + FullStory app, and their management team has more transparency than they’ve ever had before. As new apps continue to be released in the Kustomer platform, this will only continue to make agents more efficient and remove their need to look anywhere else for information.

We want to hear from you! Let us know if you’re tackling CX problems in an interesting way and we will feature you in the next CX Stories From the Frontlines.

 

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