Why Companies Are Switching from Ticketing Systems to Kustomer

Ticketing systems have been around for decades. Ticket numbers, formal emails (“don’t reply below this line”), isolated data (“what is your order number?”), have been a part of our lives as customers and customer support professionals. It’s hard to believe a better world is possible. Kustomer, built by industry veterans, was created with a different vision in mind—a customer-centric platform that ties together all the conversations and business information about a customer into a single timeline, together with powerful workflows that enable customer-first companies to execute their customer experience vision. In the past year, a number of customers have successfully migrated from ticket-based solutions to Kustomer. Here are a few items that CX agents and executives who made the switch have highlighted about making the move:

1) From Isolated Tickets to a Single Timeline View of the Customer

How many platforms does your team use to communicate with customers? Is your team in constant need to merge tickets? Because tickets from different channels are often disconnected, it’s easy to run into a customer who is chatting with another agent while you’re in the middle of replying to their email. Or worse, you might reply without knowing that they’re already being helped.

In Kustomer, you can see all the communications with your customer in one place. That means that real omnichannel communication is possible. You can go from emailing with a customer to chatting with them, to calling them on the phone, and see all those records in one conversation. That’s because the customer is the atomic unit of our platform—everything revolves around them.

2) From Disconnected Solutions to Actionable Integrations

How many tabs does your team need to keep open at the same time? When your customer support platform is disconnected from the rest of your platforms, agents need to keep copying and pasting customers’ email addresses into your admin systems to get even basic information about the history of their interactions with your company—past orders, delivery status, etc. Kustomer pulls data from all your platforms and tools and arranges it in a way that makes sense for your business.

With Kustomer’s single timeline view, the customer is the focal point, not individual conversations. Not only does Kustomer merge every interaction into the same conversation automatically, it also integrates with your other systems—like Shopify or JIRA, just to name a few. That means you can see when orders are dispatched and delivered, or previous items that customers have added to their carts or subscribed to on your site. All of this is displayed in that same timeline, so you have a deeper context whenever they reach out. Everything is completely customizable, so it’s easy to create a view that empowers your team to tackle your specific business challenges.

With this level of integration, tasks like returns or reimbursements can be completely automated (as we’ll discuss in the next section). No matter if your business is pizza, shoes, or software, Kustomer can be customized to show your agents everything they need to know in a single window. Orders, shipping info, product or version number, buyer and seller information, and social interactions can all appear beside each customer in bespoke “K Objects”. This makes it easy for agents to get the whole picture and take the next best action, or communicate with the right parties while staying on one platform.

3) From Repetitive Tasks to Intuitive Automation

Kustomer makes it easy to automate commonly-used workflows so that your agents can focus on connecting with customers rather than rote tasks. Don’t be limited by basic workflow functionality that won’t simplify your agents’ day-to-day work. Now you can define intelligent, branched workflows and reports encompassing all customer-related systems in your business.

Because Kustomer integrates with your other platforms, it’s way more powerful than just showing your customer history—it allows you to act on it. These branched, multi-step workflows make it easy to efficiently scale your team and automate simple tasks. Sending instant follow-up emails or processing a return is now only a click away and no longer has to take your agents’ attention away from the customer.

4) From Reactive Support to a Proactive Experience

Proactive service solves for what your customers need. That means it may be something they haven’t even asked for, like a faster delivery to avoid an incoming storm that might cause delays. It’s one of the best ways to build stronger relationships and deliver meaningful experiences. Ticketing systems are inherently reactive, as agents only respond when customers have a problem or a question. Because Kustomer keeps all of your customer information in one place, you can create granular searches for customers around specific behaviors or qualities, all on the same platform. That means your service isn’t just efficient—it’s smart.

If you want to build customer loyalty, you can search for customers that may have bought a product that could give them an issue, then send them all a message proactively. Let’s say your new mascara is mislabeled as “Vegan”—you can look up all the customers who have preordered it, then send them an email letting them know the mistake and offering a free refund or exchange if they don’t want it—all before their orders have arrived. Or if there’s going to be a storm that affects customers in a certain geographic area, you can notify all the customers with orders going to that region with a list of options before their shipment is delayed. With all your customers’ information in one place, it’s easier to surprise and delight them than ever.

When you combine this robust search capability with automated workflows, intelligent and proactive outreach can become a reality.

By putting all the information about your customers in a single view and making it easier than ever to act on it, Kustomer is winning over companies across industries. To try our powerful platform for yourself, schedule your demo today.

Desk.com is Retiring: Make the Switch to Kustomer

When Kustomer’s founders Jeremy Suriel and Brad Birnbaum started Desk.com, they wanted to reinvent how we manage customers. After years of innovation (and an acquisition by Salesforce), they decided to start again from the ground up. This meant they could create a totally new platform with all the omnichannel communication and features they had always dreamt of. Kustomer was born. Now that Salesforce is going to shut down Desk.com, it’s a good time to look into the stories of the companies that already made the switch to a modern service and support platform for customer experience.

DSTLD: After making the switch to Kustomer, DSTLD was able to launch live chat on their site with Kustomer. They immediately saw higher sales and a higher conversion rate at checkout. “We have many different touch points with our customers, and making sure each one delivers a positive experience is key to our success as a company,” says Laura Gramlich, DSTLD’s Customer Experience Manager.

Sticker Mule: By switching to Kustomer, Sticker Mule cut out the need to go through multiple data sources to get their customers’ full company profile and order history, saving team members valuable time. “Kustomer has increased our customer engagement and decreased our workload,” says CEO Anthony Constantino.

ParkWhiz: Kustomer’s Timeline allows ParkWhiz to offer proactive support, e.g., provide helpful insight about the nuances of Manhattan parking for a user from DC who has just booked parking in NY. The initial impact was an increase of 2-3 percentage points in the retention rate for customers who interact with their CX team versus the rest of their userbase.

Priority Bicycles: As Priority continues to expand their business, Kustomer keeps the pace to help them scale. “That’s something that Kustomer helps us do—consolidate growing amounts of data about our customers so that we can come back to them more quickly and with more knowledge about them,” says founder David Weiner.

WP Ninjas: At WP Ninjas, every employee is responsible for customer service, but their old system had them accidentally starting multiple conversations with the same customer. Collaboration was no longer a problem after they switched. “If you’re looking for a support solution, there is no other tool on the market right now that I can recommend more highly than Kustomer,” says Director of Happiness Zach Skaggs.

Kettlebell Kitchen: Before switching to Kustomer, goal-oriented food delivery startup Kettlebell Kitchen struggled to keep track of all the customers contacting them over phone and email. With Kustomer, they can pull all of these touches into a single stream. “It’s very user friendly, and the integration with Aircall works really well for us. It didn’t work at all with our previous service platform,” says Menachem Katz, their Director of Operations.

SmugMug: SmugMug needed to focus on building deep, personal relationships. Using Kustomer’s search features, they were able to easily identify segments and give them specialized support and service. This was especially important for helping new customers who migrated to their service from competitors who went out of business. “Kustomer helps us truly know our customers, and not just respond to them,” says Ben MacAskill, Vice-President of Operations.

Don’t wait any longer, the modern service platform you’ve been looking for is here.

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