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Kustomer Adds Native Gmail Integration

Kustomer is the next-generation customer management platform that’s helping people-first companies deliver effortless, consistent, and personalized support through a single customer timeline. By integrating conversations from all communication channels, as well as data from internal and 3rd-party solutions, the timeline presents a complete, fully actionable view of the customer’s experience — not just the issues surrounding their latest ticket.

We’re excited to announce our new native integration with Gmail that makes it easier for companies that have Gmail to manage their email channel on Kustomer. Email was already available for customer communications in the platform, but this new direct integration will help reduce future set up effort, increase administrative control, and ensure compliance with regulatory and certification requirements.

Code free set up

Start sending and receiving emails without developer help. Don’t worry about contacting your Devops team to configure SPF or DKIM records. Rapidly connect and easily authorize Kustomer to access Gmail accounts in two clicks.

Centralize Gmail management

IT administrators control connected Gmail accounts and administrative settings through the GSuite dashboard, ensuring a consistent, enterprise-wide approach to email configuration and support issues, such as bounces and spam filtering.

Maintain Google security and compliance assurances

Our integration with Google ensures that all emails are stored and email traffic stays on Google servers. As a result, Google maintains responsibility for email security, allowing businesses to benefit from their depth of experience and knowledge, industry certifications, and regulatory compliance best practices, such as HIPAA.

Learn more about Kustomer’s native Gmail integration here.

Doug Jarvis is the Director of Product Marketing at Kustomer.

 

Kustomer + Segment: Any Data, Any Time

Kustomer is the next-generation customer management platform that transforms the way companies engage with their customers from “cold and transactional” to “friendship-driven” while also gaining significant agent efficiencies and reduction in operational costs. With Kustomer, accessing, orchestrating, managing and acting on customer interactions and data is made easy. Deliver effortless, consistent and personalized service and support through a single timeline view.

Today, we are excited to announce our integration with Segment, further enabling people-first companies to easily access, retrieve and act on any type of customer data, from any 3rd party source.

What’s the excitement all about?

Through this integration, Segment users can dynamically add tracking events from their Segment platform into Kustomer’s customer Timelines in real-time.

Yes, it’s a big deal! Once you have installed the Segment app in Kustomer, you will be able to (for example):

Data retrieval & presentation on customer Timelines

Record every interaction made on your website such as product views, selections or pages accessed and present it right inside the Kustomer Timeline. Use out-of-the-box objects like ‘customers’ and ‘companies’, and customizable attributes like orders, feedback scores, returns, shipping tracking, web event tracking on your shopping cart, or if a customer is a Gold or Platinum frequent flyer.

Interactions in context

Use the Cards Platform to put customer data collected by Segment into action. Create better content-driven customer experiences, improve interactions between customers and agents and reduce friction between third-party tools. Provide useful context with Cards that display past orders or shipping details. Populate a card with shopping card information or event data from your own application. Take it a step further by adding actions to cards so Agents can issue refunds or print shipping labels.

Be proactive with actionable data

With the Kustomer Platform you can segment your Customers, Conversations, and Custom Objects easily. Take contextual data from a customer and view everyone whose order hasn’t shipped yet. Be proactive and segment customers who have purchased in the last 6 months and send them a personalized email message.

Kustomer + Segment

Segment can perform all data collection tasks for your Kustomer platform. It can capture all the data that Kustomer needs and sends it directly to Kustomer in the right format, all in real-time so you can run automation workflows and business rules on the unique data objects only Kustomer is able to use.

Learn more about how to set up Segment in Kustomer here.

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.

Our New Twitter Integration Makes Social Service Easy

At Kustomer, we want you to be able to communicate with your customers over every channel. Providing an omnichannel experience for both customers and agents is the best way to build a strong relationship and increase your customers’ lifetime value. As part of this vision, we are happy to announce that we have integrated Twitter into our platform! Now, using Kustomer, teams can connect Twitter with all their existing channels to provide omnichannel support.

The Twitter integration will add two dedicated channels: Direct Messages (DMs) and @mentions (including likes). Teams can pick whether DMs, @mentions, or likes are brought into Kustomer for each connected Twitter handle. For example, a service-specific handle would want to receive notifications for likes, @mentions, and DMs, while a brand account might only need to take DMs into account.

From a service perspective, it’s crucial that both public mentions and DMs are part of an omnichannel conversation, with agents able to see the entire context of the conversation. With Kustomer, they can even follow up via email or any other channel, continuing the conversation that began with an inbound tweet.

In Kustomer, all incoming DMs and @mentions are in real-time, with no refresh needed—crucial for a platform where customers expect quick responses. Kustomer also displays the user’s location, handle, avatar, followers, verification status, and more, all in a single context card.

Understanding metrics around Twitter as a support channel is important as well. Team leaders can gain insight into their team’s and individual agents’ performance with Twitter Channel reports, making it easy to find areas that need improvement and informing best practices for other channels.

We gave some customers early access to this new integration, and we’re pleased to report that they’ve seen a lot of success—alongside an improvement in their overall customer experience. “We are enjoying having Twitter DMs in Kustomer,” says Jordan Donati, Glossier’s CX Operations Manager, “It is great to now be able to track what people are writing to us about and help our social team by taking DMs off their hands.

Twitter isn’t optional as a support channel for most businesses anymore: “We didn’t really decide to include Twitter as a support channel so much as our customers decided that it’s a place they want to be able to receive support!” Says Rich Lorenzo, Slice’s Customer Experience Manager, “Before the Kustomer integration I was pretty much single-handedly taking care of the customer issues that came through Twitter, which is obviously not a sustainable arrangement.” With Kustomer, Twitter has become a much more manageable service channel, “Now we can immediately route those support requests directly to the support team, which ensures our customers get the fastest possible response.”

Luckily, investing in social media as a service channel can yield real results for your business. Adding social media customer support for complaints can help increase customer advocacy by as much as 25%. And, Gartner predicts that by 2020, 90% of companies will be using social media for customer service. The sooner you start mastering your approach, the better your experience will be. So what are you waiting for? Start using Twitter with Kustomer, and give your customers the social service they deserve.

For more information, check out our Knowledge Base article.

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