How Kustomer Accelerated Digital Transformation in a New Era

How Kustomer Accelerated Digital Transformation in a New Era TW

The pandemic essentially caused a meteor storm of change, crisis, chaos, and challenges that created unprecedented customer service issues. Consumers sought out new, more convenient ways to connect with brands. Brands were forced to keep up to maintain trust, earn a reputation for excellence, and serve customers in the ways they now expect.

At Kustomer, we strive to help brands effortlessly keep up with quickly shifting trends, and work to deliver products and features that have helped them orchestrate an intimate, effortless connection with customers.

We launched more than 80 products and features in 2020 — here are some highlights of what we’ve launched this year, followed by an introduction to our product team that made this possible.
 

New Channels To Meet Customers Where They Are

  • Instagram Support: With the rapid growth in social commerce, we launched support for Instagram Messaging that allowed you to respond to @replies, Direct Messages, Stories and Comments directly from the Kustomer platform.
  • Turnkey Integrations for Voice Apps: With voice still being the top channel for support, we launched turnkey integrations with various voice contact centers such as Aircall and UJET, to help you deliver hyper-personalized support for those users.
  • Spam Filters: To keep spammers at bay and your teams productive, we released spam filters to block emails from certain addresses or domains.

 

Pair Humans With AI to Enhance Efficiency

 

Optimize Support Operations with Improved Automation

  • New Business Rules Triggers: Eliminate routine processes with asynchronous automations that can be triggered when an attribute changes using Business Rules.
  • Insight Card Builder: Enable fast, personalized support by using the drag-and-drop Insight Card Builder to customize the customer data agents see when answering inquiries.
  • New Permission Sets: Keep agents focused by defining what users or teams can see and do by granting access to actions on an object level.
  • Audit Log Improvements: Speed up troubleshooting by tracking routing events at a more granular level.

 

Discover Trends, Evaluate Performance and Optimize Service With Enhanced Reporting

  • Agent Performance Report: Keep agents motivated and informed of their progress with a personalized performance report.
  • Multi-Query Charts: Understand how different metrics correlate with one another with the ability to add a second query in the Chart Editor.
  • Schedule Custom Reports: Keep key stakeholders and members of your organization up to date by scheduling custom reports on a daily, weekly, or monthly basis.
  • Team Pulse Enhancements: Monitor agent productivity and identify agents who need assistance in real-time with new and improved Team Pulse.
  • Deflection Report: Quickly measure the success of your deflection, see popular search queries, and identify articles that need improvement.

 

Top-Requested Feature of 2020: Dark Mode

We welcome your ideas for new features, so we can make the Kustomer platform even more useful to you. By popular request, we’ve released Dark Mode for Kustomer to help reduce eye strain and screen fatigue. To submit your idea, head to Feature Requests in Settings.
 

Top Stories of 2020

  • Kustomer to Join Facebook: Kustomer has signed an agreement to join Facebook, pending regulatory review. Both Kustomer and Facebook are committed to helping brands extend the value of the Kustomer platform as part of their omnichannel customer service strategy. Learn More
  • Kustomer Acquired Automation Technology Company Reply.ai: We believe artificial intelligence is essential to helping today’s enterprises scale customer service and efficiently deliver exceptional results. We rolled out Kustomer IQ to meet the growing need for companies to have access to the power of AI, and continued our investment by acquiring Reply.ai to bring self-service tools and intelligence capabilities to our clients. Learn More
  • Kustomer Joined the Shopify Plus Certified App Program: The only enterprise customer service CRM platform in the program, Kustomer seamlessly integrates with Shopify in one click, empowering e-commerce businesses to efficiently resolve conversations across all digital channels in a single platform. Learn More

 

Meet Our Product Managers

Kustomer To Join Facebook, Helping Brands Thrive In The Digital Economy with Modern Customer Service

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels. They want businesses to understand them and keep pace with how quickly their needs change – especially when there’s a question or issue. These practices are not just good business. They are the factors that build brand loyalty and repeat business, which translates directly into positive impact on the bottom line.  

With this as a starting point, we set out to build the very best custom service platform for today’s modern businesses. The result is the Kustomer omnichannel CRM platform that provides a unified picture of the customer in a single view. It helps businesses automate repetitive tasks so agents can maximize their time and the quality of interactions with customers. Our priority is to deliver efficient and effortless experiences that delight businesses, agents and consumers.

Throughout the last five years, we have had the opportunity to power the customer experiences of many of today’s most innovative global companies. And we’re just getting started. We are delighted to share with you the next step in our journey and the news that we have signed an agreement to be acquired by Facebook subject to customary regulatory review. 

Once the acquisition closes, we look forward to working closely with Facebook, where we will continue to serve our customers and work with our partners as part of the Facebook family. With our complementary capabilities, we will be able to help more people 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, we look forward to enhancing the messaging experience which is one of the fastest growing ways for people and businesses to engage.

Jeremy and I are immensely grateful to our clients and partners who have joined us in our mission to redefine what it means to deliver excellent customer experience. It is because of you that we keep innovating on the question of what does it mean to exceed the expectations of today’s modern consumer.  

We also want to recognize the dedication and drive of the incredibly talented Kustomer team. They are the best at what they do and work tirelessly to give customers the platform for delivering exceptional customer experiences.  

We hope you’ll connect with us to be a part of the next chapter of Kustomer. 

With gratitude,

Brad Birnbaum
CEO and Co-Founder
Kustomer


Contact Us: For more information, please contact press@kustomer.com.

Closing Conditions: This transaction will be subject to customary closing conditions and regulatory approval. Financial terms of the deal were not disclosed. 

Data Privacy: Kustomer businesses will continue to own the data that comes from interactions with their customers. Facebook eventually expects to host Kustomer data on secure Facebook infrastructure. In doing so, Facebook will act as a service provider at the instruction of business customers. This is an industry standard practice among many companies that offer service solutions. While Facebook will not automatically use Kustomer data to inform the ads that a user sees, businesses will have the option to use their data at Kustomer for their own marketing purposes, which may include separate advertising services on Facebook.

 

How New Beauty Brands Leverage Social to Stand Out

If you’re interested in the CX strategies behind the most successful new beauty brands, you can learn more in our whitepaper.

There is no denying that the success of new beauty is due in part to the complete saturation of social media in how we discover and learn about new products in our daily lives. Influencers, style mavens, celebrities, and industry insiders are constantly competing for your attention as they talk up the virtues of the latest products on YouTube, Instagram, Snapchat, Twitter, and anywhere else.

And it works. A Facebook IQ report from 2016 found that 53% of beauty purchases are influenced by what beauty experts share on social, while 44% are influenced by the brand’s posts.

With such a large amount of purchases being influenced by highly-visual social media, new beauty brands are taking advantage of this trend by focusing on beautiful products and packaging. “It’s such a saturated market, and packaging designs today are so beautiful,” says Glow Recipe C-Founder Jennifer Lee in a piece with Glossy. “Everything is screaming for attention and you definitely need a point of difference.”

To catch more eyes, beauty subscription brand Birchbox redesigned their shippers to a soothing Millennial pink, designating each customer’s name with a sobriquet such as “The Tenacious….” or “The Clever….” to further personalize the experience—and dramatically increased the number of customers posting their boxes on social.

New beauty brands know that an Instagram post is worth a thousand words, and succeed at taking every opportunity to get influencers and regular customers to talk about and share their brand with the world.

As more and more customers interact with beauty brands first or primarily on digital, it’s crucial that your agents are trained to act like sales associates and beauty consultants whenever customers interact with them. If your brand lives on digital, your agents are your sales associates. Glossier’s agents are on-hand to consult with customers over chat or phone wherever they are in the purchase process. Knowledgeable agents, empowered by responsive technology and a single view of the customer, can go a long way towards influencing purchases and building loyalty with your brand.

Here are some of our favorite beauty brands to follow for social inspiration:

Birchbox (@birchbox): Custom beauty sample subscription box.
Boxycharm (@boxycharm): Subscription box with awesome full-size products.
Fenty Beauty (@fentybeauty): Rihanna’s next generation of inclusive beauty.
Glossier (@glossier): The DTC beauty brand to beat.
Soko Glam (@sokoglam): Your trusted source for Korean beauty.

Read more about New Beauty in our whitepaper: How New Beauty Brands Disrupt the Industry.

Product Updates: We move fast so you can move faster.

It’s been a busy month! Our engineering team has been working long hours to add new features and make your requests happen. Here are the highlights of what we’ve launched, in case you missed any.

Exciting New Features

Facebook Messenger

Facebook Messenger, one of our most requested channels, was launched this past month. When customers contact you using Facebook Messenger, now you can respond to them in Kustomer. You’ll get the full view of your customer whether she is contacting you through Facebook Messenger, text, chat, or phone.

Any way you choose to use the new Facebook Messenger channel in Kustomer, we hope you’ll appreciate the added power, flexibility, and speed in allowing you to answer messages from a platform where more than a billion people spend many waking hours.

The channel is available to all Kustomer users, on any plan.

Check out our blog post to learn more.

Collaborators

We launched Collaborators: a new type of free user that lets anyone in your company review customer questions and deliver high quality support. Collaborators are users from other teams outside of support that can view conversations, customer history, and searches. These users can help you solve customer questions with internal notes and @mentions, see customer feedback and more.

Whether these internal users want to stay informed about individual customers or learn more about your business operations, they can view and research any customer of interest. Collaborators can help support teams respond quickly and flexibly to complex customer requests, solve issues faster, and surface common issues with the rest of the company.

Collaborators are included in the Enterprise Plan.

Check out our blog post to learn more.

Autopilot

Autopilot saves your team members time by loading the next customer in your active search automatically when you finish or snooze a conversation. Customers that are already being helped are skipped, to ensure your team doesn’t collide with each other.

Autopilot is included in the Enterprise Plan.

Messaging Improvements

Bulk Outbound Messaging

We launched Bulk Outbound Messaging, one of our most requested features. Now you can message a group of customers using email or text with a standard or mass-customized message. Personalizing any message is important, so you can also use dynamic text fields like your customer’s first name.

For example, use Bulk Outbound Messaging to let all customers who ordered in the past week know they have been upgraded to 2 day shipping.

Timeline Improvements

Merge Customers

You can now combine customer profiles and quickly clean up duplicate customers. Before confirming the merge, you can review inherited information such as conversations, email, phone numbers, etc.

For example, if you have a customer that contacts you for the first time via text message and then later separately sends you an email, you can simply merge the two customers into one profile, while retaining the full customer history.

Move Conversations

Your team can now move a conversation with everything in it (notes, @mentions, etc) to a different customer’s timeline. If you make a mistake, no worries! It’s easy to move the conversation right back to the original customer’s timeline.

For example, you can move a conversation that a team member forwarded into Kustomer to the original customer’s timeline.

Timeline Map

With the new Timeline Map, you can see and move seamlessly through your customer’s timeline. Use Timeline Map to quickly scan your customer’s history of interactions with you, hover over an item to get specific details like an order number or conversation date, and even navigate to that item in the timeline with a click.

For example, you can quickly find and navigate to a specific order in the timeline to get specific details for your customer, saving you time from scrolling through a long customer history.

Search Improvements

We’ve spent time this past month enhancing Search to save teams time and help them be more productive. When you first click into search, you will see your recently viewed customers. And now, when you start typing in the search bar for a specific customer, the search transforms as you type to quickly filter results.

Change Columns

Additionally, we added the capability to customize the columns in your search view and include columns for custom attributes. The Change Columns feature lets you add and remove columns to your search view for conversations and customers. Your column preferences are saved locally.

For example, you can search for all customers within your loyalty program and add the column with the loyalty program custom attribute (1-gold, 2-silver, 3-bronze) to sort by value and send different messages to each group.

The Next Big Feature

We’re listening to you! Email us at support@kustomer.com with any ideas or requests.

Facebook Messenger Support In Kustomer

When we launched recently, many customers requested Facebook Messenger as our next channel. No surprise that it’s important to brands: consumers are exchanging more than 1 billion messages with businesses on Facebook each month and 53% of people said that they are more likely to shop with a business they can message directly.

We’re excited to announce that now support teams can use Kustomer to communicate with your customers via Facebook Messenger.

What does the Facebook Messenger channel let me do?

When your customers directly message your brand via your Facebook pages, you will receive the message and a notification in Kustomer. You can reply directly from Kustomer, with emojis and attachments. All your branded pages can connect to a single Kustomer site and be easily managed via searches.

So, now when your customer direct messages you on Facebook after making a purchase, you’ll know who she is, what she bought, and when. You’ll have all the information you need on the customer timeline so you can immediately get to helping her.

Kustomer helps you respond to messages and support your customers across all your brands from a single place. You’ll get the full view of your customer whether she is contacting you through Facebook Messenger, text, chat, or phone.

What’s the fine print?

No fine print. The Facebook Messenger channel is available to all Kustomer users, on any plan, today.

By connecting your Facebook pages to Kustomer, you also get the same detailed reporting you get from other channels. This means you can set up a search to see customers who have contacted you through Facebook, you can check the sentiment of those customers, and you can even set up customized workflows for customers reaching out through Facebook.

Any way you choose to use the new Facebook Messenger channel in Kustomer, we hope you’ll appreciate the added power, flexibility, and speed in allowing you to answer messages from a platform where more than a billion people spend many waking hours.

Learn more or get started using Facebook Messenger with Kustomer.

 

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