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 Adds Instagram Messaging Integration to Fuel Social Commerce and Customer Service

Kustomer Adds Instagram Messaging Integration to Fuel Social Commerce and Customer Service TW 3

Brands on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer omnichannel CRM platform

New York, NY – October 19, 2020 – Kustomer, the modern customer experience CRM, today announces its integration with Instagram Messaging. Brands can now engage with followers, connect influencer-driven conversations to company experts, and resolve issues quickly, allowing businesses to take advantage of rapid growth in social communications and commerce.

Kustomer’s CRM is the first true omnichannel customer service platform, purpose-built for brands that want to deliver hyper-personalized customer experiences at scale. By unifying customer conversations across multiple channels in a single-screen view, agents get unprecedented visibility and insights about their customers, enabling them to deliver the exceptional service experiences that consumers demand.

With the integration, brands can now:

  • Respond to direct messages, @mentions, and Stories from the Kustomer Platform, eliminating the need for toggling between tabs or devices.
  • View messaging on Instagram in a single timeline view, along with other customer interactions and conversations across multiple channels and platforms.
  • Leverage intelligent routing, automation and artificial intelligence (AI) to seamlessly keep up with demand and cost-effectively scale.
  • Track KPIs and manage service level agreements (SLAs) for Instagram conversations.

“With more than a billion active users worldwide, a thriving influencer community, and the ability to instantly engage with consumers, Instagram has become one of the fastest growing channels for social commerce and customer service. In this time of rapid e-commerce acceleration, providing fast, personalized engagements with followers, influencers, and customers has taken on a new urgency. It presents a real opportunity for companies to significantly boost revenue and cement stronger relationships,” said Brad Birnbaum, founder and CEO of Kustomer. “We are honored to be one of the premier CRM partners to deliver seamless messaging integration on Instagram, enabling direct-to-consumer businesses and digital disruptors to connect with buyers, assist customers and deliver an extraordinary customer experience.”

“In the past, our agents had to respond to customer DMs, stories or tags directly within the Instagram app, which wasn’t scalable and didn’t allow us to track KPIs,” said Wellington José of Amaro, a leading Brazilian direct-to-consumer fashion brand. “Now that the Kustomer customer experience CRM platform is integrated with Instagram Messenger, we can efficiently manage that channel in the same seamless way Kustomer allows us to manage our other channels.”

“We are delighted that Kustomer is launching its Kustomer CRM platform on Messenger. Businesses and people are messaging with each other more than ever, and Instagram is an important channel to connect with customers and build relationships,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “Messenger API support for Instagram means businesses and developers can now manage their customer communications on Instagram at scale.”

Contact us to learn more about this integration.


About Kustomer
Kustomer is the world’s top-rated customer experience CRM, helping leading brands create customers for life. With an advanced, AI-powered, omnichannel customer service platform, Kustomer delivers a unified single view of the customer, automates manual tasks, and scales easily to deliver the efficient and effortless experiences businesses, agents and consumers love. Today, Kustomer is the core platform of top customer-centric brands like Ring, Glovo, Glossier, Sweetgreen and hundreds of others. 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
 

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.

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