The Future is Ticket Free with Brad Birnbaum

The Future is Ticket Free with Brad Birnbaum TW

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In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Brad Birnbaum, the founder of Kustomer, to learn how teams can adapt to accelerated growth and advancing technologies. Listen to the full episode to learn more.

It’s All About Building Relationships

Brad Birnbaum has years of experience working in the world of CX, leading companies to excellence with the proper tools. His reason for founding Kustomer is he regularly notices that many companies lack skills in the relationship department. Meaning, that the relationships brands should forge with customers simply are nonexistent. He took note of how customers are treated, many like tickets or numbers and to Brad, this is a big misfortune and missed opportunity. Thus, Kustomer was born. “The thing that we observed was so many companies were not treating their customers like people, right? They weren’t establishing the relationship with their customer that they should.” Kustomer is a customer service CRM platform created to make experiences seamless. Brad explains the three founding principles upon which Kustomer stands. One, to know everything there is to know about your customer and use that knowledge to your company’s advantage. Two, having the correct omnichannel to make it possible for streamlined conversation across multiple platforms. Three, making the agent’s job easier and simplified by removing unnecessary steps with automation.

Start Early with Omnichannel Conversations

For optimal growth, leaders should take omnichannel communication into account when creating and selling a product. The modern customer has various resources such as: email, cell phones, chat bots, and Facebook Messenger as a means of grabbing an agent’s attention. With the communication explosion, adopting omnichannel early on to the CX toolbox is a great practice for service effectiveness, especially since this is difficult to implement further down the line. Brad believes that omnichannel often gets overused and consequently loses its meaning amongst CX leaders. He prefers the term “megachannel” to describe how proficiently the Kustomer platform closes the gap between customer and agent by using multiple forms of messaging. “Which to us means being able to converse with your customers in all the different channels that you support in a seamless, single threaded conversation. Which by the way, sounds pretty obvious, but nobody actually really does and I challenge any of our competitors on that.”

Why You Need Data Automation

The current CX climate is “adapt or die,” as Brad says, which is due to technology advancing at an accelerated rate. Brands that refuse to adapt new principles and technologies simply won’t survive with the modern customer. Antiquated services don’t allow agents to work efficiently, as they often have to copy and paste data across multiple screens. With a CRM like Kustomer IQ, teams have proven to be up to 25% more efficient at their jobs, meaning that more customers are helped and more time and money is saved for the company – a win, win, win situation. “Let the computer think for you. It can do it…Let your systems do the work for you.” Another plus to data automation is fewer accidents made by human error because these platforms gather helpful data and store it for agents to use at any given time. “Having that data to enhance and enrich those support experiences is invaluable, right? It’s necessary, as a matter of fact. Customers expect it.” When CX agents have access to the proper tools and data, NPS scores are sure to skyrocket.

To learn more about how Kustomer can help your business, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday.

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Full Episode Transcript:

The Future is Ticket Free | Brad Birnbaum

TRANSCRIPT
Intro Voice: (00:04)
You’re listening to the Customer Service Secrets Podcast by Kustomer

Gabe Larsen: (00:11)
And we are live. Welcome, welcome everybody. We’re excited to get going today. We’re going to be talking about this idea of a ticket for your future and to do that, we brought on CEO and co-founder Brad Birnbaum. Brad, thanks for joining. How are you?

Brad Birnbaum: (00:24)
I’m doing great today, Gabe. How about yourself?

Gabe Larsen: (00:27)
So we’re excited to jump into the topic. For those of them who maybe don’t know you as well, can you give us just a quick background on yourself and a little bit on Kustomer and then we’ll dive into some questions?

Brad Birnbaum: (00:44)
Sure. I’ve spent my entire career building customer service software. Started in the nineties, had a bunch of great companies along the way, a bunch of good exits along the way. Most recently co-founded Assistly, which was a SMB SaaS customer support software. We ultimately sold it to Salesforce a couple of years later and spent a few years in Salesforce and saw the value of their platform. So the aging nature of the technology and the capabilities of the platform and knew the world needed something better, needed something modern. And took all the learnings of these past 20 years, took the learnings of kind of seeing, seeing what archaic products do and realizing there’s just a better way to service and support customers. And that’s what we’re all about here.

Gabe Larsen: (01:29)
I love it. I think you answered kind of my first question. A little bit about why you ended up founding Kustomer in the first place. Let’s jump to the second thing I had on my mind.

Brad Birnbaum: (01:39)
Well, actually, hold on. I think we could go longer. The reason we founded Kustomer is not because of my prior history as much, but it’s the things we observed, right? The thing that we observed was so many companies were not treating their customers like people, right? They weren’t establishing the relationship with their customers that they should, right? As you and I have gotten to know each other over the past year we’ve learned where they’re from and how many people in your family and your likes and dislikes, and that’s just how people form relationships. In businesses and customers, no different, right? And so many of the traditional systems of yesteryear didn’t think that way, right? They treated customers as a single transaction, right?

Brad Birnbaum: (02:25)
They treat them as a ticket and we just don’t believe that’s the right way to do it anymore. So when we created the Kustomer platform, Kustomer with a K of course, we knew we needed to revolutionize that and everything about the product and the platform we created had that in mind, right? How to make the relationship at the heart of the interaction and to know everything about the customer and to be able to understand their likes and dislikes and be able to action that. So for us, Kustomer platform was founded on three principles. One, knowing everything about the customer and be able to use that to have an amazing relationship and support the customer properly. Two, having proper omnichannel. Which to us means being able to converse with your customers in all the different channels that you support in a seamless, single threaded conversation. Which by the way, sounds pretty obvious, but nobody actually really does and I challenge any of our competitors on that. And three, taking advantage of RP, like business process automation and machine learning and artificial intelligence to automate the routine and mundane tasks of a customer support agent so that the agents are able to have those relationships and focus on the important thing at hand with supporting their customers and not go into five different screens and copying and pasting data, doing all those monotonous tasks, which are just not necessary anymore. So we knew we needed to solve all of those things. And in doing so, the Kustomer platform has really revolutionized the way companies are supporting their customers. And we’ve heard this time and time again over the past few years about how C-SAT levels have increased, of how agents are more productive and effective, right? Sometimes as often as 25% more productive than on legacy systems. So it just works. And it makes sense actually, if you think about it.

Gabe Larsen: (04:03)
I like the pillars. I think that’s a nice overview of a ticketless environment. I want to dive into maybe though, just real briefly, let’s do the omnichannel. You touched on that one. What does it mean to be truly omnichannel?

Brad Birnbaum: (04:18)
Sure. So first off, all of our competitors were created before this thing ever existed, right? They’re creating a different generation, a different era. They didn’t really grow up with the need for omnichannel. So it’s not ingrained in their product. And it’s really hard to add after the fact, right? So most of our competitors will say, “If you send me an email, that’ll be a ticket.” And then to have a ticket ID, you get assigned to a particular agent. And if you don’t get a response fast enough, maybe you send them a text or have a chat session and maybe ultimately phone call then. In our competitor’s products, those will all be three separate tickets. They will have three separate ticket IDs. They will possibly, probably be assigned to three separate teams. God forbid you get three different answers when you respond, right?

Brad Birnbaum: (05:04)
Which happens. We call them agent collisions. They happen all the time. And what you got is a frustrated customer because they’re now having multiple different discussions with different people around the same problem across different channels. You’re wasting time, right? Because many of your agents are basically servicing for the same customer and it’s just not a good experience. The way we solved it is all of that will aggregate into a single, what we call conversation. And you can context switch between any of the channels we support. We support an immense amount of channels. And in real time, at the same time, you and I can be on a phone call right now and you can say, “Hey, Brad. Can you just like text me the user, the page that shows me the user on it?” I could just send you a text with that, right? I just want a phone call. How else would I? And I’m texting you in that conversation at the same time. And again, through all of the channels, we’ve got the synchronous channels, the asynchronous channels, the voice channels: WhatsApp, texting, chat message, Facebook Messenger on and on and on, and it works really, really well. And it’s been game changing and it makes you realize, how could you do this any other way, right? It’s like, how did you do it before –

Gabe Larsen: (06:14)
[Inaudible] I think, right?

Brad Birnbaum: (06:19)
Yup. And I will say this, like we probably do ourselves a disservice by using the term omnichannel because everybody’s used the term omnichannel. So it’s like omnichannel, omnichannel. We see it so differently that, as I said, I do think we’re doing ourselves a disservice by calling it omnichannel. I think we should call it megachannel, but whatever we call it, it is different, right? It is different than everybody else’s definition of omnichannel.

Gabe Larsen: (06:41)
Yeah. Yeah.

Brad Birnbaum: (06:42)
It’s important. Most important, it’s the way your customers want to communicate with you, right? They do context switch as we all communicate with one another, we and the business world, we’ll text and we’ll Slack and we’ll email and we’ll phone call and that’s just normal on a day to day. Even you and I, Gabe, like, that’s how we’ll converse, right? Many different ways. I’m sure we’ve emailed, Slacked and phone call at each other at least once today already, right? Like, and that’s normal and often around the same topic. So it just, it just makes sense when you think about it.

Gabe Larsen: (07:14)
To bring those all together under one roof. Okay, that’s omnichannel. CRM is a loaded term. It’s been used in many different instances. It’s obviously in sales, it’s in marketing, it’s in service. Why do you think CRM is such an interesting and important component of a modern ticket lists and service solution?

Brad Birnbaum: (07:34)
Yeah, well CRM is, the term’s been around forever. People often equate it to SFA, sales force automation, right? Just on the sales front. And I think the more generic definition is not that it’s customer relationship management. It’s how the business interacts with the customers and the data around them. So for us, we absolutely are a CRM system because we have a tremendous, we can have a tremendous amount of data about the customers, whatever the business provides. So if you’re a retailer, very often we’ll have your full customer record. We will have orders. We’ll have information about those orders, perhaps billing exceptions or delivery exceptions, or when it got delivered, you name it. Across the board. Having that data to enhance and enrich those support experiences is invaluable, right? It’s necessary, as a matter of fact. Customers expect it.

Brad Birnbaum: (08:22)
They, when I call whomever it is that I call for support, whether they’re using my product or not, I expect them to know everything about me, or if I call them by cell phone, they already have my number. I expect you to know my profile. I expect you to know I’m calling because I ordered something four days ago and it hasn’t yet been delivered. I can’t find it, right? I don’t want to have to say, “Hey, I’m Brad. Here’s my date of birth and my address. And I’m calling you because you see that order I placed four days ago? I never got it.” I expect you to know that about me. You should. In today’s day and age with computers and data, there’s no reason not to. And that needs to be applied to customer support and customer service. It has to be applied to it.

Brad Birnbaum: (09:02)
It’s expected at this point in time. It’s table stakes. And you’d be surprised how many companies support their customers without that data, right? Where they’re like, “Oh, all right. Let me, I see that you’ve reached out to me and system A. Let me try and look you up in system B. Let me try and find why you might’ve called.” Let the computer think for you. It can do it. Of course it can do it right. Let it do the work, let your systems do the work for you. And for us, CRM is fully understanding the relationship the business has with the customer as I said earlier, and leveraging data to do that. And we’ve got a very, very robust CRM platform. It’s enterprise class in terms of permissioning, object level permissioning, record level permissioning, field level permissioning, who can see and do what to any objects, right?

Brad Birnbaum: (09:46)
And data validations, and really incredible whizzy wave view builders that we call k views. Everything’s with a K. So k views around these objects and being able to action these objects. You can run business process automations on an object. As an example, let’s say it was a shirt and you needed to return it for a larger size. You would see that object in your timeline, you could just hit return on or exchange for a larger size. And one of these automations that’ll talk to all the back office systems take care of that seamlessly. Instead of taking the human, many screens, and many minutes, it takes a computer milliseconds and boom, you’re done. Everybody wins. The customer gets the resolution faster. They’re happier. And by the way, automated so less accident prone. So it’s more likely to be correct. Agents service you faster, as they’re more productive and effective, and they’re not wasting their time on things. Businesses, money, C-SAT levels go up. The agent productivity goes up. It’s just a win, win, win across the board.

Gabe Larsen: (10:40)
Yeah, well it definitely feels like it’s different than CRM. Maybe you’ll get that KRM. Maybe you’ll be able to rename –

Brad Birnbaum: (10:45)
One day, one day, we’re going to coin KRM.

Gabe Larsen: (10:48)
Well, let’s go to AI. One of the things people are talking about a lot as we move into this next generation of customer expectations is the automation side of the house. It’s the data side of the house. How does that create that modern service experience and how does it eliminate the ticket?

Brad Birnbaum: (11:05)
Well, in the spirit of knowing everything about the customer and understanding all the ways you like to communicate and having that omnichannel communication, you want to take advantage of machine learning and artificial intelligence in several ways. One way might be for deflection, right? Customer reaches out through email or text, or any of the asynchronous messaging channels. We have an amazing chat bot and we want to be able to take advantage of that, right? So try to service the customer through a chat bot, right? It could be a simple search in our knowledge base and deflection could be more advanced, full chat bot experience where you’re actually conversing with the chat bot. And then that ultimately gets to leverage the CRM data that we know about you, to say, “Hey Brad. We noticed that you ordered a shirt a couple days ago and had it delivered this afternoon. Is this what you’re reaching out about?”

Brad Birnbaum: (11:55)
You say, “Yes, it is.” And then it’s like, “Cool. We noticed it’s set to be delivered tomorrow. Anything else we can help you with?” “No, thank you.” Boom. That’s a pretty incredible experience and one that we all expect nowadays. But then you can do other forms of AI right? We have customers that use machine learning for routing, right? To make sure the right customer, the customer gets to the right agent, right? Sometimes their businesses are so segmented that different agent teams can’t really service all customers, right? They’re only training with certain capabilities and we’ve got some customers using the machine learning capability of our platform to make sure that the customer conversations get to the right group of agents regardless of how they might’ve self-selected. The machine learning is way better than that. And we’re seeing it with incredibly high success rates in the mid to upper nineties of high levels of accuracy. So really great stuff.

Brad Birnbaum: (12:44)
Suggesting responses. Once a day, if an agent is engaged with the customers, suggesting response, which for us is also the next action, right? So you can suggest how to respond to the customer and are using what we call shortcuts. And our shortcuts do a lot of different things, right? Not only do they send texts, but they can even do actions in our system. And you do that and it does categorization, classification. So there’s so many things that you could use with intelligence, with machine learning and AI. And we’re just touching the tip of the iceberg with what we’re doing in the customer platform. As a matter of fact, we’ve rolled out an entire offering, which we call Kustomer IQ and it’s going to be pervasive through our entire product offering. We’ll see it in predicting reporting trends. You’ll see it potentially one day in helping analyze fraud. There’s so many potential use cases, but right now, we’re working on various forms of self service, various forms of incredible chat bots, various forms of making agents more productive.

Gabe Larsen: (13:44)
Yeah. Well, we hit a lot of topics today. I want to see if we can get kind of a summary from you. Obviously consumer expectations have changed. People are frustrated with ticket-based systems. Today was all about a ticket-free future. If you think about leaders who are really trying to up their game when it comes to customer service, what do you leave them with today?

Brad Birnbaum: (14:04)
Well look, the world is changing faster than anybody, any of us ever expected, right? The pandemic has increased the rate of digital transformation by many, many, many orders of magnitude. We’ve all seen the charts. Some say it’s digital accelerate. Digital transformation accelerated five years like that. We’re seeing e-commerce, the drive to e-commerce move at rates completely up. Just nobody thought it could ever happen at the rate of increase that’s going on. So you’ve got to adopt your business, right? Business is moving online faster than ever. We’re seeing so many traditional companies converting to almost becoming modern, direct to consumer companies. You have to adapt, right? It’s kind of adapt or die, right? You have to adapt. And that is how you do business in every facet of how you do business. Customer service is of course a critical part of it, right?

Brad Birnbaum: (14:51)
You can have a great product, but poor customer service, and you probably will not have repeat customers. You won’t have customer advocacy and in the end you probably won’t win. So you can’t have a great product without great customer service and why not take advantage of the most modern ways to do so and the best tools to do it. And you need to really rethink that, right? And the world has evolved in so many ways, why shouldn’t the way you support and service your customers evolve?

Gabe Larsen: (15:15)
I love it. Well, Brad really appreciate you taking the time. Everybody, this week is make the switch week. We are empowering leaders who have been frustrated with these ticket-based systems, upgrade to a modern customer service CRM. So Brad, thanks again for joining. For everybody else, have a fantastic day.

Brad Birnbaum: (15:32)
Thank you all. Have a great day.

Exit Voice: (15:40)
Thank you for listening. Make sure you’re subscribed to hear more Customer Service Secrets.

 

How to Eliminate Guesswork and Accelerate Triage With Kustomer’s Agent Suggestions

How to Eliminate Guesswork and Accelerate Triage With Kustomer’s Agent Suggestions TW

Great customer experiences depend on great agent experiences. Giving agents the right tools and knowledge is critical to empowering agents and facilitating customer-centric, empathetic support. And as studies have shown, good customer experiences have a direct impact on topline revenue, driving retention, loyalty, and word-of-mouth marketing.

However, according to Forrester, agents on average spend 35% of their time searching for information, and another 15% performing repetitive, manual tasks. They struggle with a complex toolset that gets in the way, rather than supports them in their moment of need.

That’s why I’m excited to introduce Agent Suggestions, predictive intelligence that supercharges agents. Available with Kustomer IQ for Agents, Agent Suggestions leverages the power of AI to streamline the agent experience, surfacing the answers they need right at their fingertips. By reducing friction and minimizing the effort agents put forth to find the right information, Agent Suggestions frees up agents’ time to do their most important work: engaging with the customer and delivering a best-in-class customer experience.

What is Agent Suggestions?

Self-learning AI models that predict agent responses based on historical conversation data

  • Use historical data mixed with Natural Language Processing techniques and smart filtering to suggest the three most recommended shortcuts to be used.
  • Learn from your organization’s usage. Based on how shortcuts are being applied, recommendations will change over time, without any manual training needed.
  • Show only the shortcuts that each agent has access to. Don’t worry, agents will only see suggested shortcuts that they either publicly or privately have access to.
  • Allow agents to choose how the preview will look. If an agent wants to check all the details in a brand new modal, or just use the existing preview, it’s up to each individual. We made the new modal skippable, just in case it’s not the right fit for everyone.
  • Are easy to activate. With just one click, the admin will be able to enable this functionality for all agents.

 

Here’s how it works.

 

 

  • STEP ONE: An admin will enable the Agent Suggestions toggle.
  • STEP TWO: An agent opens a message. Note: the message must come from the email channel and be the first inbound interaction.
  • STEP THREE: The agent sees the suggestions. On hover, they’ll see the details of the shortcut.
  • STEP FOUR: The first time an agent clicks on any of the suggestions, they’ll see a brand new modal with all the details and actions included in the shortcut. This new modal is skippable, so if you don’t need to see a detailed view and choose to skip this step, all you have to do is check a box. The next time you see a suggestion, just hover it to see the shortcut information or click to apply it.
  • STEP FIVE: The agent clicks to apply the shortcut.

 

How will Agent Suggestions evolve?

Customer service teams are constantly trying to be as effective and productive as they can, and Agent Suggestions can help organizations achieve that mission. A good first step for this feature is shortcut suggestions, because shortcuts are already a great productivity tool that allows agents to do multiple actions with a simple click.

However, our plans go beyond shortcut suggestions. In the future we plan to expand the functionality with knowledge base article suggestions, similar/related conversations, or even custom actions such as returns, refunds or discounts that could be initiated from the suggestions view.

All these capabilities, tailored to each of the agents and leveraging our self-learning models and smart filtering techniques, will become an essential tool for agents, helping them be more efficient and effective.
 

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’s Look Back at 2020

Kustomer’s Look Back at 2020 TW

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. From both a personal and professional perspective, it is undeniable that the past year has brought immense challenges, and you wouldn’t be alone to wish it was all just a fever dream.

While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020. It was a year of success for Kustomer, with immense product developments, award wins and acquisitions, but customer service was also more important than ever before.

Without further ado, here is Kustomer’s look back at 2020.

Lessons From a Challenging Year

Many organizations are struggling to understand when they’ll go back to “business as usual”. And the fact of the matter is, they likely never will. The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way.

Changing Consumer Attitudes Means More Digital Commerce

While it is inevitable that commerce will partially shift back to brick and mortar once things go back to “normal”, there is now a massive new pool of consumers that are comfortable shopping online, and you can expect this increased volume of e-commerce and digital inquiries to continue. Consumers that perhaps would walk into a store to ask a question, or call a customer service number for assistance, now may find it more convenient to click on a chat widget while they browse your site online, or reach out to you on social after seeing your ads.

In fact, according to recent consumer research conducted by Kustomer, live chat continues to grow in popularity with consumers, now ranking as the second most popular channel to get customer service problems solved. Consumers are also more open to self-service options, with 53% of consumers preferring to self-serve versus speaking with a company representative. The same percentage of consumers also think that chatbots improve the customer experience, with that cohort growing to 62% among consumers aged 18-24. It’s therefore important to consider new, digital-first service options for 2021 and beyond.

Speed and Efficiency Beat All

Many CX teams were forced to do more with less during the global pandemic. An unfortunate result of forced closures meant that the economy shot into a depression, and organizations needed to be scrappier than ever. Kustomer research revealed that 63% of CX organizations needed to cut costs during the global pandemic, and 46% reported a need to reduce staff. At the same time, the volume of customer inquiries was rising (by 17% on average), and 57% reported needing to deal with more complex problems than usual. Sixty-four percent of respondents reported an urgency for more efficiency, and 59% reported the need to adopt more automation to achieve efficiency.

While it is true that some organizations have seen digital inquiries somewhat normalize after a spike earlier in the year, the pandemic has revealed significant gaps in CX strategies. What seemed like a nonurgent need—adopting new technology to increase efficiency—is now staring CX organizations directly in the face and preventing them from being successful. Whether it’s a similar unthinkable event that shakes the economy to its core, or simply a busy holiday shopping season overwhelming agents, organizations must be prepared to scale efficiently, at lightning speed.

Customers Are People Too

As AI and automation take on more of the busy work in the CX space, and more consumers shift to online vs. in-store shopping, customer service agents will take on a much more important — and challenging — role. They will become the face of the company, reflecting it’s values and building lifelong relationships. Think of all of the DTC disruptor brands with cult-like followings— yes they have chic branding, but they’ve also built a community of advocates based on how they treat (and value) their customer base. We could all take a page out of their book.

To personalize a customer’s experience, you have to know the customer—and that requires data. A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and enables them to deliver more efficient, proactive and relevant service. There’s no need to waste the customer’s or agent’s time by asking for repeat information. Instead, that information is available at the click of a button, allowing the agent to personalize the customer’s experience by giving fine-tuned advice, addressing problems proactively, and suggesting other products or services the customer might enjoy. The result? An efficient but personal interaction that builds a lifelong customer relationship.

Kustomer’s 2020 in Review

This wasn’t just an important year for the customer service space, it was also a momentous year for Kustomer as an organization.

January – Kustomer kicked off the year at NRF, where we not only rubbed (pre-COVID) elbows with CX retail experts, but also learned about the importance of delivering an exceptional experience to create customers for life.

February – Kustomer launched our first ever podcast — Customer Service Secrets — to help leaders transform their customer service, with practical information from thought leaders and practitioners who share their secrets to delivering exceptional customer service.

March – COVID-19 transformed business as we know it in March 2020, and as a result Kustomer began offering our Unlimited Package to customers for free, to enable seamless cross-functional communication and dynamic team oversight in a remote environment.

April – In April Kustomer officially launched Kustomer IQ, the artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests, which was even more impactful during a time when agents were being asked to do more with less.

May – Kustomer kept the momentum going in May by acquiring Reply.ai — a top-rated customer service automation company — and began offering enhanced chatbot and deflection capabilities in the Kustomer platform.

June – For the first time, Kustomer was recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center. We believe this recognition underscores Kustomer’s important role in the space, where we are paving the way for the next generation of customer service CRM, driving intelligent and scalable experiences.

July – In July, Kustomer kicked off a new and exciting partnership, after being selected as the only enterprise customer service CRM platform in the Shopify Plus Certified App Program. Our enhanced integration with Shopify Plus helps brands and customer service agents optimize and personalize their experience, all within the Kustomer platform.

August – Kustomer was honored to be named the fastest growing SaaS company by SaaS magazine. Driven by the move to digital-only experiences, changing consumer behavior, and demand for omnichannel service, businesses in many industries turned to Kustomer in record numbers in 2020.

September – Kustomer released powerful new consumer research in September, breaking down what modern consumers expect from the customer experience. The research revealed that consumers rank customer service as the second most important attribute they consider when shopping, right below price, speaking to the importance of delivering on consumer expectations.

October – While we couldn’t get together in person, that didn’t stop Kustomer from hosting our premiere event of the year — Kustomer NOW. Attendees were able to gather insights from the brightest minds in the CX space, like Drybar founder Alli Webb who spoke about how her business was built from the ground up with the customer experience in mind.

November – In November we took the next step in the “Kustomer Journey” and announced that we signed an agreement to be acquired by Facebook subject to customary regulatory review. Once the acquisition closes, we will be able to help more people benefit from customer service that is faster, richer and available whenever and however customers need it.

December – Close on the heels of the announcement, Kustomer hosted Social Commerce Live, an action-packed, free digital event showcasing the power of social channels to build lifelong relationships with your customers. You can still watch on demand and gather insights from brands like Glossier and Bravo.

Kustomer Top Content

In case you missed it, check out some of Kustomer’s top content from the past year, where we explore break down the current state of affairs in CX:

E-Book: How to Leverage Artificial Intelligence for Competitive Customer Service
Report: What Consumers Expect From the Customer Experience
Guide: The 2021 CX Prep Guide
Webinar: How the Global Pandemic Is Affecting Customer Service Organizations
Blog Post: Top Metrics and Strategies for How to Measure Customer Service Performance

 

How Modern, AI-Driven CRMs Power Intelligent Customer Experiences

How Modern, AI-Driven CRMs Power Intelligent Customer Experiences TW

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change.

Some argue that 2020 has signaled the decline of ticket-based support systems. Why has the pandemic emerged as the straw that finally broke the legacy CRM camel’s back? The data tells the tale. Recent analysis of e-commerce trends shows a staggering 10 years of growth in just 3 months at the beginning of 2020. And that was just the early stages of lockdown. As chaos and uncertainty took hold, CX teams were inundated with customer calls and support tickets as they struggled to keep up with questions, changing plans, requests for assistance, and the demands of going direct-to-consumer.

How Modern, AI-Driven CRMs Power Intelligent Customer Experiences Inline

But that’s only where the challenges begin. 2020 also forced organizations to accelerate digital transformation by 6 years to adapt to the “new normal” of stay at home orders, remote workforces, supply chain disruptions, shipping delays, and the economic slowdown. Along with this digital transformation, many CX leaders are realizing they need to follow the lead of the direct-to-consumer disruptor brands that are differentiating themselves, and thriving, by delivering a modern consumer experience.

The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer

As the pandemic took hold, most direct-to-consumer innovators were many steps ahead and better prepared to deal with the curveballs 2020 delivered. These businesses started with the right culture, philosophy, and customer-centric CRM platform. They built their business to connect with customers at scale. A great example of this is The Farmer’s Dog, a company dedicated to delivering safe and healthy pet food, who totally nailed the customer-first approach. Their customer service agents connect on an emotional level with their buyers using whatever channel the buyer selects to educate and foster authentic relationships. This takes a level of insight tickets can’t provide.

UNTUCKit is another great example of a customer-centric brand. They ensure their stellar shopping experience is supported across every customer touchpoint, especially support. Team members have a virtually seamless process for seeing customer history, gathering the right data points, and resolving customer inquiries.

What Makes a Modern CRM?

If tickets aren’t the ticket, what is the secret to direct-to-consumer success today?

Visibility to Care for the Whole Customer

Now more than ever, customers feel they’ve lost control and trust. Zappos and Amazon have set the bar high with proactive, rapid, data-driven customer experiences. Modern CRMs can help brands rebuild that trust through data-driven conversations informed by a view of the whole customer. Agents must have complete visibility across systems to understand the consumer and their entire situation. But with a plethora of data, and a growing number of channels to monitor, we need AI to unlock these insights. Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Contact centers using ticket-based systems, while relying on siloed customer data, simply cannot deliver the type of experience customers demand today.

Omnichannel Customer Experience

Omnichannel support means a customer can connect with your business anywhere, anytime, and with any method—or even with multiple methods or channels.  If a customer wants to reach out via email and then switch to chat, so be it! It’s the experience a new generation of consumers expect. This requires companies to break down silos and integrate their data for a picture of the whole customer across channels. Consumers must be able to switch channels mid-conversation and leverage the best channel for each conversation’s purpose. Our research shows that nearly 90% of customers are frustrated when they can’t contact a company on the channel they prefer. That shouldn’t be a surprise—we all know customers want what they want.

Omnipresent, Guided Self-Service

Just as customers expect more tailored and personal communications, they also demand self-service options for immediate resolution. As our new AI e-book explains, AI is being rapidly adopted in contact centers to act as the first line of defense, amplify performance, and create strong efficiencies. The volume, velocity, and variety of customer data today overwhelm organizations without the technology, processes, and operational capabilities to integrate siloed data and personalize communications. AI is transforming customer experiences, and for good reasons.

Happy Agents, Happy Customers

Research shows companies with excellent CX have employees that are 1.5X more engaged than employees at companies with less satisfactory CX; additionally, companies with highly engaged employees outperform their competitors by 147%. AI is also vastly improving agent productivity and reducing churn for contact center leaders. AI can have a dramatic impact on the customer experience and satisfaction, which in turn makes the employee experience far more interesting and exciting.

AI makes jobs more meaningful and less frustrating by deflecting much of the grunt work and alleviating manual and repetitive tasks agents hate. Agents don’t need to waste time transferring and redirecting customers. Rather, conversations can be automatically classified and routed to the appropriate agent for a speedy and personalized resolution. Not only will this reduce wait and handle times, but it will also maximize team capacity by directing real-time conversation traffic to the right person at the right time.

Realizing the Intelligent Customer Experience

You need a modern CRM to help you execute your digitally advanced, customer-first approach. Leading contact centers have indicated that integrated platforms and data analytics are important in gathering insights into the customer journey. Enter the Intelligent Customer Experience, a culmination of all of the improvements we just discussed.

Intelligent CX means leveraging a modern customer-centric approach and advanced AI to create a smarter, faster, and more enjoyable customer experience. It’s about delivering results fast using the power of AI and data from all channels, whether that be via a call, chat, email, tweet, or all of the above. Your customer service agents will feel more informed since you’ll be empowering them to provide real value, not just closing a ticket or processing a transaction. AI uses context and conversations to make it easy for customers to get help, while allowing agents to provide more personalized service at scale.

We’ve seen dramatic changes since March of this year that have accelerated every aspect of digital transformation. We recently launched Kustomer IQ for omnichannel deflection, sentiment analysis, and intelligent routing. Check out more details here.

Customer Care Delivered in a Remote Environment

The pandemic has certainly upended the notion of the traditional 9-5 office. Companies are racing to adapt to a distributed work model, and technology is the biggest driver in adjusting to operating remotely. The next generation of customer service CRM does more than just manage support conversations. It enables the delivery of the customer experience from anywhere, through remote work orchestration and oversight. Taming the CX frankenstack is another step toward easing the remote transition. Modern CRMs must allow organizations to streamline integration of platforms, data sources, and channels to make remote work.

Collaboration is key to delivering an exceptional experience, so the modern CRM should provide a platform for customer service representatives to work together, to deliver service and support more efficiently and effectively. Collaboration between agents enhances the quality of answers provided to the customer by leveraging subject matter experts. At Kustomer, we believe the collective knowledge of experts makes your customer service organization stronger overall. In fact, we’ve embraced the use of Collaborators, users from other teams outside of support that can view conversations, customer history, and searches. By setting up Collaborators, other team members or departments can help you solve customer questions with internal notes and @mentions, see customer feedback, and more.

The Demise of the Dreaded Ticket

2020 will be the beginning of the end for legacy CRMs and transactional ticketing systems that were built to manage cases, not customers. Personalized support has been a key tenet of the business-and-buyer relationship from day  one. Every customer wants to feel like they are known, respected, appreciated, and well-served. They certainly don’t want to be insulted by an interrogation. Traditional ticketing systems will be left behind, as customers expect more and the world continues to converge quickly.

Intelligent, modern CRMs enable true connections to be made with customers in their greatest times of need, by making it easy for agents to come from a place of understanding and context, consistently. This requires unlocking the value of data shared between different teams (such as marketing and customer service), creating new roles to act on the data, and leveraging new and modern technology.

Download the AI for CX e-book to learn more, and take a look at how Kustomer can provide the tools you need for exceptional DTC customer service.

 

Kustomer Acquires Automation Technology Company Reply.ai, Accelerating Kustomer IQ’s Intelligence Platform To Help Companies Effectively Scale Customer Service

Kustomer Acquires Reply.ai TW

Reply is the first acquisition for Kustomer, reinforcing Kustomer’s commitment to AI and machine learning capabilities throughout the customer journey. With Reply, Kustomer will now offer enhanced chatbot and deflection capabilities through its customer service platform.

New York, NY – May 14, 2020 — Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announced today it has signed an agreement to acquire Reply.ai, a customer service automation company founded in 2016 that helps companies scale intelligent customer service without compromising experience. Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. This announcement comes on the heels of the expanded roll-out of Kustomer IQ, the artificial intelligence engine embedded across Kustomer’s CRM platform. With Reply, Kustomer can provide even deeper intelligent self-service and assistance via Natural Language Processing (NLP) based chatbots, enhanced omnichannel customer deflection and machine learning based response suggestions. Madrid based Reply will also accelerate Kustomer’s European growth by significantly increasing its presence in the region.

“We believe artificial intelligence is essential to helping today’s enterprises scale customer service and efficiently deliver exceptional results. We recently rolled out Kustomer IQ to meet the growing need for companies to have access to the power of AI, and with today’s acquisition, we continue our investment in bringing self-service tools and intelligence capabilities to our clients,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent. This means that almost half of all initial customer communications can be successfully resolved without requiring live interaction with a service agent, bringing greater efficiency to the entire customer service function. We are excited to welcome co-founders Omar and Pablo Pera and the entire Reply team of world class data scientists and engineers to the Kustomer Krew.”

The Reply suite of tools include deflection capabilities that look at historical and contextual data, continuously improving over time, as well as deflection widgets that can be embedded in forms and email, and features a powerful information retrieval system that extracts relevant answers to customer questions from a company knowledge base. Reply also features a platform to build chatbots that can be deployed across multiple channels and languages, and agent-assist tools that suggest relevant answers to messages and subsequent actions, such as routing or auto-tagging conversations.

“We are excited for Reply to join Kustomer and share its mission to make customer service more efficient, effective and personalized. As a long-time partner of Kustomer, we are able to seamlessly integrate our deflection and chatbots technologies into Kustomer’s platform and help brands more cost-effectively increase efficiency. We look forward to working with Brad and the entire team,” said Omar Pera, Co-Founder of Reply.

“By leveraging advanced AI capabilities and Kustomer’s robust CRM platform, combined with self-service deflection tools, Kustomer is uniquely built for the needs of today’s enterprise companies,” adds Birnbaum. “Since 2015, we have been committed to revolutionizing customer service and today’s acquisition of Reply marks one more step in our journey.”

For more information about Kustomer, visit www.kustomer.com

About Kustomer
Kustomer is the omnichannel SaaS CRM platform reimagining enterprise customer service to deliver standout experiences. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen. 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.

About Reply.ai
Reply.ai helps brands scale customer service by providing AI-powered solutions that instantly resolve common customer questions on chat and ticketing channels. The two core products, Deflect for Ticketing and Deflect for Chat, reduce consumer frustration and deliver 24/7 personalized service, ultimately increasing self-service effectiveness and support team capacity. Reply’s customers, like The Cosmopolitan Of Las Vegas, Vail Resorts, Honeywell, Glovo and Paula’s Choice, rely on Reply for innovative and industry-focused solutions to customer service problems. Reply was founded in 2016 by former Google and CERN engineers and is headquartered in New York City and Madrid, Spain.

Media Contact:
Cari Sommer
Raise Communications
cari@raisecg.com
 

Predict Customer Needs with Kustomer IQ

 

Save your team time and money with AI for Customer Service

Customer service teams are being asked to do way more with much less, and here at Kustomer we want to ensure that your team has all the tools to be as efficient and effective as possible. It’s impossible for teams to achieve this without eliminating manual, time-consuming work, like sifting through queues, escalating issues, or processing transactions.

Identifying the intent of every conversation might be step one in a service interaction, but automating this process transforms how you operationalize support, driving efficient customer service that keeps customers and agents happy.

Conversation Classification, the newest and most powerful feature of Kustomer IQ, analyzes and classifies inbound conversations, and uses those new attributes to trigger process automation that takes work off your team’s plate. In other words, machine learning analyzes your historical data to predict a customer’s intent for contacting customer service. It can also tag spam conversations, as well as automatically flag urgent conversations that need to be prioritized.

Here’s how it works.

  • STEP ONE: First, users select what they want to predict.
  • STEP TWO: Once you select what you want to predict, the tool checks to see if there is enough data that can be used to accurately make a prediction.
  • STEP THREE: If everything checks out, the system is trained to detect specific language in messages.
  • STEP FOUR: Users review the model for expected accuracy.
  • STEP FIVE: Once the training is complete, the model is ready for use and deployed. Conversation Classification will tag inbound messages which can then trigger process automation.

Emily Marcogliese, Head of Customer Service from our partner at thredUp recently shared, “Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort.”

Conversation Classification in action.

Once conversations are analyzed and classified, Conversation Classification can unlock powerful automation. Here are a few of the ways it can be put into action:

  • Automate Rules: Our rules engines can automate any process, like escalating unhappy customers to more knowledgeable teams, or execute transactional interactions like refunds, returns or status updates.
  • Route Conversations: Instantly and accurately route conversations to specialized teams based on how you classify customer outreach, such as by contact reason or product line.
  • Send Auto-Responses: Responses to your most common questions can be automated, freeing up valuable time and energy.

Read more about Conversation Classification in our Help Center, and check out our pricing page to view our Kustomer IQ packages.

 

Kustomer Launches Kustomer IQ, Leveraging Intelligence Throughout Its Customer Service Platform

Kustomer IQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate.

NEW YORK, April 15, 2020 /PRNewswire/ — Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of Kustomer IQ, its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is empowering companies to do more with less, and operate as efficiently as possible in the face of a reduction of resources. The solution leverages the power of machine learning to get to the root of customer needs, helping achieve effective customer experiences by eliminating manual guesswork and arming agents with the tools and insights that drive results across responses, routing, and analytics. Kustomer IQ also offers customer deflection tools across web, chat, and email channels, which automate the communication of initial and routine customer inquiries.

“Kustomer IQ delivers quicker and more accurate results to customer service inquiries by leveraging sophisticated machine learning models. Our intelligence tools help companies efficiently automate and scale communication without compromising accuracy, whether it’s routing inbound requests to the right team or measuring a customer’s sentiment,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “This increase in speed and overall quality experiences translates into more satisfied and loyal customers, which every business needs right now.”

With Kustomer IQ, companies can access AI-powered tools to contextualize every conversation and leverage that data to save valuable agent time for more meaningful and essential customer service. Its highly accurate machine learning models are easily trained with a few simple clicks allowing any company to harness the power of modern AI.

“Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort,” says Emily Marcogliese, Head of Customer Service at ThredUp.

Kustomer IQ includes new features such as:

  • Automated Self-Service: Native omnichannel deflection capabilities provide relevant and accurate content to customers from an organization’s Knowledge Base prior to agent intervention.
  • Conversation Classification: Machine learning analyzes and classifies inbound conversations, triggering smarter processes that expedite customer experiences.
  • Agent Recommendations: Machine learning analyzes customer messages and suggests relevant help articles and policy content to resolve issues faster.
  • Global Language Detection: Featuring natural language processing and powered by Amazon Comprehend, language detection helps companies deliver consistent experiences to all customers.
  • Sentiment Analysis: Machine learning analyzes messages and recognizes exactly how customers are feeling, assigning a sentiment score to help agents mirror emotions, and calm frustrations.
  • NLP (Natural Language Processing) Chatbot (coming soon): By leveraging NLP and the advanced CRM data model in the Kustomer platform, its chatbot will be able to offer automated information gathering and human-like levels of customer service to company conversations

Kustomer IQ is being offered in three tiers: Kustomer IQ Lite, Kustomer IQ and Kustomer IQ+. Kustomer IQ includes all of the features above, enabling companies to provide more efficient experiences through sophisticated automation and accurate predictive insights. Kustomer IQ+, coming soon, will provide end-customers a new way to interact with brands, featuring an AI-powered chatbot functionality. The chatbot will be capable of conducting two-way dialogue via live chat and be able to recognize customers based on custom object data, helping brands accurately deflect inquiries around orders, shipping and tracking.

To provide all customers with powerful AI capabilities, Kustomer has included a complimentary Lite version of Kustomer IQ as part of their existing pricing plans. Kustomer IQ Lite includes global language detection and sentiment analysis, so all customers can provide empathetic service and support around the world.

“We’re proud to announce Kustomer IQ Lite includes automated self-service, so all companies can take advantage of deflection and conversational assistant support capabilities,” adds Birnbaum. “Now, more than ever, when companies are struggling to do more with less, we believe that deflection will serve as an added leg up in delivering an exceptional support experience. We are committed to our client’s success and are proud to offer the enhanced AI capabilities that we believe are crucial.”

For more information about Kustomer, visit www.kustomer.com

About Kustomer
Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $173M 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
 

What Kustomer IQ Can Do For You

Announcing AI for Customer Service in your CRM Platform

While these are extraordinary times, your organization’s top priority is unwavering—to provide customers with exceptional, convenient customer service. For many, customer conversations are only increasing, and Kustomer has stuck its course to build a CRM platform packed with the tools and capabilities that help you connect with customers, keep them engaged, and manage processes to perform at max capacity and grow.

We also think our platform should eliminate any barriers between your agents and your customers because time is of the essence—now more than ever. That’s where we think AI comes in, not to take on the role of the agent, but to act as a partner in getting to the root of customer needs in order to handle simple responses or immediately place them in touch with their best, most expedient resource.

We’re excited to announce our suite of AI-enabled capabilities is now available to customers. Called Kustomer IQ, it enables smarter processes that eliminate busywork and help teams better understand what customers need.

“Customer service is one of the first touch points that a consumer has with a brand, and modern companies need the tools to scale automation without compromising the exceptional brand experience customers have come to expect,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Kustomer IQ will help companies further serve the needs of their customers by providing self-service tools to bring even more efficiencies to customer service. We are especially proud to broadly roll this out right now.”

AI Makes Every Conversation More Convenient

Kustomer IQ Lite is available to all customers on our Enterprise and Ultimate plans, and features self-service tools and predictive capabilities that help gauge emotions and equip agents with knowledge, content, and empathy to get the job done quickly.

We See Automated Self-Service Differently

Kustomer IQ works alongside your team to tackle easy questions, and elicit details from your customers so agents can get a head start, or possibly deflect simple inquiries.

Kustomer IQ is omnichannel, using content from an organization’s knowledge base to suggest relevant articles when customers reach out via email, live chat, or form submission. Watch our tutorial below on how to get started with deflection in chat today.


We’ve added deflection to our reporting stack, providing real-time analysis so you can verify success, quantify time saved for customers and agents, and understand how content is performing, with insights into what customers are seeking to help plan future articles and deflect more conversations.

Our smart Conversational Assistant prompts customers to provide additional information around their needs, and in the coming weeks, we plan on adding branchable logic to the Kustomer IQ suite, which will extend your ability to gather finer details and help decide the most appropriate service path.

Deliver Empathetic Global Support

Kustomer is proud to partner with organizations representing six continents around the world—we’re a global solution available in more than 60 languages.

For those managing global customer service, Kustomer IQ leverages Amazon Comprehend machine learning capabilities to detect language upon contact, then route conversations to native-speaking agents or enable multilingual translated content if needed. It also analyzes messages to understand how customers are feeling, and assigns a sentiment score to help agents get on even footing as soon as they respond.

 

Get to the Root of Every Conversation

Our basic Kustomer IQ package features more sophisticated predictive and automation capabilities powered by machine learning, which work by analyzing data and content to accurately assess customer needs and activate smarter processes in the Kustomer platform. Check out our pricing page for more information.

Impeccable Customer Service, Fast

Intent Identification, the newest, most powerful feature of Kustomer IQ, analyzes and classifies inbound conversations, and uses those new attributes or conversation tags to trigger process automation that takes work off your team’s plate. This includes intelligent conversation routing, all based on how you classify customer outreach, such as by contact reason or product line. In addition, automated workflows can be triggered to manage communications, initiate greetings, or provide temporary air cover.

Emily Marcogliese, Head of Customer Service from our partner at thredUp recently shared, “Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort.”

 

 

Agent Recommendations (coming soon to Kustomer IQ) use internal and external content to generate content suggestions in real time, which will come in handy for agents-in-training who may be new to policies and brand knowledge. Machine learning analyzes customer messages to accurately offer information for faster conversations and precise resolution.

 

Get Started Now

We’re excited to announce that Enterprise and Ultimate plans come equipped with a Lite version of Kustomer IQ, so all our customers can take advantage of these awesome capabilities. Kustomer IQ Lite includes Automated Self-Service with our Conversational Assistant, Global Language Detection, and Sentiment Analysis.

Our base package for Kustomer IQ will be available on April 30, featuring enhanced AI capabilities to automate more conversations, including conversation classification, agent recommendations, and a more advanced Conversational Assistant.

And coming later this year, Kustomer IQ+ will open up new ways for customers to interact with brands. Featuring enhanced AI functionality, Kustomer IQ+ will automate simple, contextualized two-way dialogue on live chat with custom object recognition, so you can leverage and update information regarding orders, purchases, shipping, tracking, and much more.

Learn more about Kustomer IQ at our live webinar on April 22nd at 1pm ET, and contact us if you have any questions.

 

Deliver personalized, effortless customer service.

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