Have you noticed our brand refresh?
Thank you. We love it too.
Our brand is a reflection of our team, our customers and our mission. It’s one of our most precious assets.
Customer Friendships are created with Kustomer. We are dedicated to making people and relationships matter in a complex, noisy, hyper-connected world.
Customer Friendship? I don’t want to be friends with my customers!
Not that kind of friendship. Customer Friendship doesn’t mean your customers should buy you a beer on the weekend. At Kustomer, Customer Friendship means every customer should feel like they are attended, served, cared for by…a friend. It’s what happens when you act in the best interests of your customers. It’s what people-first companies strive to achieve: a deep, meaningful relationship with their customers.
Here we go…
Customer Friendships are created with Kustomer
In the experience economy, Customer Friendship wins
In the experience economy, technology impresses no one. Customers expect to form a deeper relationship – a friendship – with brands. They seek open, trust building communication and personalized attention. White glove is no longer a premium. It’s the standard. People-first brands are winning the competitive game in their industries. What’s their secret? Customer Friendship.
Customers are reaching out in friendship
Customers are already actively committing to a more intimate and closer relationship with brands by following them on social platforms, obsessing about their products, identifying with their brand values and leaders, and supporting their community causes.
What’s in a name? The agent’s role is changing
Notice what people-first companies call their agents: Neighbors, brand ambassadors, advisors, stylists, consultants. Agents are now expected to deliver personalized value at every interaction to make customers feel as if they are being helped by a friend.
Outdated technologies and an endless queue of tickets
However, outdated technologies have been weighing companies down by limiting their view of customers and making it difficult to connect customer data spread across internal and external systems. Using currently available CRM solutions, companies are handcuffed to their vendors ‘best practice’ processes, preventing them from meeting their customers’ and agents’ expectations, and getting in the way of building Customer Friendships.
Every interaction is labeled a ticket. Every question is considered a snag. Instead of delivering personalized value to their customers, agents are expected to clear tickets and solve problems. Fast. Agents are growing frustrated because they lack the tools to do their job. Customer data is not instantly available, requiring them to switch between screens, logging-in and logging-out of disparate solutions in search of information that will help them help their customers. They often share or are assigned tickets without context, while still expected to deliver an exceptional experience…
…Then came Kustomer
Kustomer is a next-generation customer management platform for the people-first enterprise.
It was built on one simple idea: to make the customer the atomic unit of an open platform that’s intelligent, easy to use and accessible to everyone. Our customers improve their agents’ productivity and performance metrics by promoting operational efficiencies, and they stand out and grow in their competitive markets because they offer a people-first service experience that creates long-lasting and profitable Customer Friendships.
How Kustomer helps companies create Customer Friendships
At Kustomer, we’re putting the customer back at the center of the experience. Agents become friends. Everyone they serve should feel as if they’re being helped by a friend.
A friendship designed around a lifetime of conversations
A true friendship has a history, and a future. We don’t believe in tickets or case numbers. We manage conversations. Kustomer pulls and organizes all customer data into one single Timeline view that presents the shared history from all channels and conversations in a way both agent and customer can immediately access and remember all key moments like:
- That time when we shipped the red dress to the wrong address.
- That time when you were billed twice on the sneakers you bought.
- That time when you wanted to return the extra device that didn’t fit.
- That time when you didn’t know how to install the device and we sent you the guide by email.
Agents can immediately see conversations the customer had with other agents or through the website chat or mobile app. They can also collaborate and handle a conversation at the same time. There’s no need to look for customer data in another app since Kustomer seamlessly connects to other systems to pull out the relevant data for each interaction. And it’s all presented on one omnichannel thread.
A friendship is created when customers and agents connect across any channel
Whatever device or communication channel we use, humans remember conversations. We may start a conversation on a brand’s website, and seek to continue it through email.
Kustomer enables customers to reach you through their preferred means of communication, and empowers agents to switch from channel to channel without losing the conversation or its context. Brands always know the best way to reach their customers depending on the situation — a text to inform and a call to proactively address a problem.
A friendship is proactive
Friends know what you need before you can ask for it. Friendships are surprising, delightful and low maintenance. When you have all the necessary context about the people buying your products or using your services, it becomes the foundation for a long-lasting, more meaningful relationship. You can respond to their wants — and even anticipate their needs. Just like a friend would.
- Rain in Atlanta? Communicate delays in service.
- New line of wedding dresses goes on sale? Send an alert to interested brides.
- Seeing the battery is about to run out of the camera? Send an alert to replace it.
A friendship with a heart: sentiments are important
Friends know what you like and dislike, sometimes even better than you do. They can tell when you’re upset, and when you’re happy, and will modulate their message to match. Kustomer always checks the pulse of the relationship. Is everyone happy? Satisfied? Disappointed? When you add heart to the conversation it becomes more meaningful and agents can have a conversation that can truly help the customer.
Now, let’s see it in action. Ask for a demo or check out our website to learn more about how Kustomer help create Customer Friendship magic.