Your Curated Guide to Virtual CX Events

Your Curated Guide to Virtual CX Events TW

Where’s the party at?…. In front of your computer.

With the coronavirus not ceasing anytime soon, what options do conference attendees have? Go virtual! You are now able to attend brilliant learning and networking opportunities, from the comfort of your couch.

Now more than ever, companies are searching for technology to deliver on customers’ growing demands. Circle these CX events on your calendar to gain insights about the latest CX innovations, how COVID-19 is changing customers’ expectations, and dive into the smartest strategies to deliver standout customer experiences.

Here is our curated list of must-attend events.

Customer Contact Now Virtual Roundtable

Date: July 28, 2020
Description: Free half-day online event for 25 senior-level customer service professionals with a keynote by Shep Hyken.
Request to attend here.

Flower Arranging with Kustomer and Alice’s Table

Date: August 20, 2020
Description: Stuck at home? Miss traveling? Miss the camaraderie with industry peers? Trust us, we get that it has been tough being at home all day, but in the spirit of #alonetogether join Kustomer & Alice’s Table for a fun flower arranging workshop!
Request to receive farm-fresh flowers here.

Consero’s Knowledgebridge: The Contact Center Consero

Date: August 20, 2020
Description: Consero brings the world’s most senior executives together to build relationships and share knowledge through uniquely valuable events.
More info here.

CCW at Home

Date: August 24-28, 2020
Description: Learn from the most innovative brands in the world. Discover the latest CX technology. Join sessions on today’s challenges, priorities, and focuses on impacting customer contact executives and business leaders most.
Bring CCW experience home here.

Consero’s Knowledgebridge: The CX Program

Date: September 1, 2020
Description: Consero brings the world’s most senior executives together to build relationships and share knowledge through uniquely valuable events.
Register here.

ElevateCX Denver

Date: Septemper 4-5, 2020
Description: Learn from your industry peers about trends in CX, hear thoughtful advice on growing and scaling teams, and get insight into how legacy brands are evolving their customer support solutions.
This is still an in-person event. Register here.

CCW Online Summit: Customer Experience Trends, Challenges & Innovations

Date: September 22-24, 2020
Description: At CCW Online: Customer Experience Trends, Challenges & Innovations, we’ll reveal the latest on what customers are expecting from the experience — and what it takes to deliver. From journey mapping, to analytics, to technology, to digital engagement, to agent empowerment, you’ll know how to create the unbreakable connections that drive customer loyalty, advocacy and revenue.
Free online event registration here.

Kustomer Conference

Date: October 2020
Description: We’re back for our most exciting event of the year, The Kustomer Conference! Join us for a jam-packed all-online experience as we reveal new product updates, Kustomer’s roadmap for the future and more. We will bring you insights from the brightest minds in the CX space and give you interactive opportunities to network with your peers. You don’t want to miss this event!
Stay tuned for more details as we reveal the date, agenda and speakers.

Shoptalk’s Retail Meetup

Date: October 20-22, 2020
Description: Shoptalk Meetup is retail’s first digitally native event! It’s a fun, productive way to connect online with the people you know and meet the people you don’t–in a friendly and open environment. It’s like being at Shoptalk, but without going through TSA.
Register here.
 

Stay up-to-date on new and upcoming events throughout the year here.
 

The Kustomer Internship Experience in a Remote World

The Kustomer Internship Experience in a Remote World TW

A lot has changed in the past six months, including the way that we all work. As a rising senior at Franklin & Marshall College, majoring in business, I’m finishing my second summer as an intern in the sales operations department. As I reflect on the internship experience here at Kustomer, I’ve expanded my knowledge and stretched my skill set, while also learning to work in this new, remote normal. Here are some insights I picked up along the way.

Diving Into the Sales Operations World

My first summer at Kustomer was a great learning experience. I was finishing up my sophomore year of college, had just switched my major from biochemistry, and was looking for a way to learn more about working in a business environment. Working in sales operations, my job centered around Salesforce administration at first, but has since evolved to include more interdepartmental and substantive work. I’ve been fortunate enough to work on projects alongside marketing operations, customer experience, sales enablement, and sales leadership. The projects have covered a wide range of areas, including tracking pipeline, researching CPQ software, and reassigning sales territory, among others. My time at Kustomer has given me the chance to gain insights and experience in several areas of the business.

Interning in a Remote Environment

When I was asked to return for a second summer, I was thrilled to rejoin the Kustomer team. This time, however, due to the coronavirus pandemic, my second summer at Kustomer looks very different from the first. On the plus side, not having to commute from New Jersey means I get to sleep much later, and I certainly don’t miss the crowds at both Newark and New York Penn Station. I do, however, really miss the one-on-one interaction I had with my team at Kustomer last summer. While working from home and not seeing my coworkers at the office has been different, Kustomer has made it a smooth transition with the help of Slack and Zoom meetings, and I’ve been able to continue to get my work done and to keep in touch with my team and the company as a whole. Other than not being able to go to the office and meet in-person, my internship experience has been similar to last summer. I’m able to work on the same kinds of projects, build upon the same skills, and continue to make similar contributions, while learning new skills and about how the business works holistically.

Being a Part of the Kustomer Community

I very much value the opportunity I have been provided to get so involved in the day-to-day operations of the company as an intern. I don’t think that I would have gotten so involved if I had been interning somewhere else. I have been given the opportunity to truly see what working in sales operations full-time is like, and am much more involved in major projects and tasks than I expected to be going into an internship. This involvement is a huge source of motivation for me.

Most importantly, however, has been the interactions I have had with my colleagues at Kustomer. I’ve been made to feel like part of the team, which was another major reason I wanted to return for this summer. I have learned so much from the colleagues I worked alongside, and admire the vision of the company and its leadership. I felt welcomed from the start. On my first day, Brad Birnbaum, Kustomer’s CEO, invited me and the other three new hires who were starting that day to breakfast. I see this as one of the best examples of the Kustomer environment and the values of the leadership team. Before I had officially started my first day at 9:00 AM, I had not only met the CEO of the company, but had been given the opportunity to talk to him and hear about Kustomer from his perspective. The company as a whole shares this sense of community and welcoming that far exceeded my expectations, even in a remote environment. I’m excited to finish out my second summer at Kustomer in a few weeks, and I am so glad I was able to gather valuable experience and meet so many interesting and special people. I’m excited to see what the future holds for me personally, as well as for Kustomer!

 

How to Use Kustomer Data to Help Forecast Headcount

How to Use Kustomer Data to Help Forecast Headcount TW

As COVID-19 cases began to spike in February and March of 2020, the economy slowed. Many companies were faced with the difficult decision to layoff or furlough a percentage of their workforce to stay afloat. As we move into the summer months, there have been modest gains in economic activity and employment growth. Reuters reports that approximately 25% of private-sector jobs have since been recovered out of those lost in March and April. Still, recovery has been slow as many contemplate future waves of the virus.

Considering the uneven terrain of our current economy, workforce management has become even more critical to maintaining profitability. It also promotes the health of your customer service team. If you’re running a skeleton crew and looking for ways to justify an increase in headcount for your team, read on.

How Kustomer Data Can Help

There are a handful of important metrics within the Kustomer platform that can help you understand whether your team is over- or under-staffed: inbound messages, average handle time, and agent capacity. For the purposes of this exercise, we’ll focus primarily on a single channel: chat.

Here is the major question to consider: what does the data tell us about staffing needs and restrictions? Additionally, how many agents do we need to staff so that all chat customers are served immediately?

Let’s say that you’re an up-and-coming retailer in the Atlanta area. You currently have a 10-person team that handles all of the incoming chat conversations on your website. Each of these agents is trained to handle five chat conversations at a time. Collectively, their average handle time is five minutes.

Every agent works an eight-hour shift. They take multiple breaks throughout the day that add up to approximately one hour; they work for approximately seven hours per day. Thus, every agent is capable of performing approximately 420 minutes per shift (seven hours is equal to 420 minutes). Sixty minutes divided by an average handle time of five minutes means that each agent could theoretically complete 12 conversations per hour (if not multitasking). If we multiply that number by agent capacity (five, in this case), we can speculate that an agent can handle 60 conversations per hour.

If an agent can resolve 60 conversations per hour, and each of those conversations has a collective average handle time of five minutes, then an agent is capable of performing 300 minutes of work in an hour (in the eyes of our reporting). Finally, when thinking through the amount of work an agent can handle in a shift, that number is 2,100 minutes of chat work (300 minutes multiplied by seven hours).

As the lead of this team, you begin by pulling the average inbound messages per hour within the Conversations tab of your Standard Reports. Break up the data by day of the week. You notice that Mondays, on average, see a typical volume of 6,000 inbound chat messages. Again, if we multiply the total number of messages by our average handle time (five), this represents 30,000 minutes of chat work that needs to be completed on each Monday. If we divide those 30,000 minutes of chat work by the 2,100 minutes that an agent is capable of completing each shift, we can guess that we need approximately 14 agents working on Mondays to serve all of the chat customers as they arrive.

You can replicate this process across all days of the week, or certain seasonal spikes, and even apply this method to other channels. With further calculation, you could provide an hourly view of necessary coverage for inbound chats as well.

One final disclaimer: the important thing to remember here is that we are using past performance to forecast the future. Thus, it will not always be a perfect predictor of future staffing needs. It’s important to regularly monitor the ebb and flow of inbound messages to ensure that your team is adequately staffed.
 

6 Mental Health Tips for Working Remote

6 Mental Health Tips for Working Remote TW

Remote work can be challenging and hard on us as individuals. Many of us are learning how to manage our home lives and work lives in a time of uncertainty. And while we’re adjusting to the ‘new normal’ of working from home, many of us are also adjusting to working in environments where we are isolated from each other. Together, all of this can take a hit on our mental health. And while often ignored, as you are managing other aspects of your life, it’s important that you prioritize your wellbeing and practice self-care in order to stay happy and productive.

Here are some ideas to help boost your mental health during this time:

Create a Routine

While there are many factors beyond your control right now, it’s important that you keep and establish structure where you can. This includes building a new schedule; including setting your wake up time, core work hours, scheduling breaks and carving out ‘you’ time. Building out your day in a thoughtful way may take time, but test out what feels right for you and your needs. And while it’s important to outline your goals and tasks for the day, it’s also important to schedule breaks and fun activities. Time away from your screen will give your body and mind a well-deserved break. These routine’s are essential in maintaining boundaries between work life and home life, as well as keeping us productive, on track and feeling good.

Stay Active and Incorporate Wellness Into Your Day

Maintaining an active lifestyle may seem tough during these times, but now is the time to incorporate wellness and activity into your routine. If you used to go to the gym before commuting to work, try building out time for an online fitness class prior to turning your computer on in the morning. If you feel comfortable going outside, going for a walk is another great way to incorporate exercise, break up your day and get some fresh air. This is also a good time to try something new as many apps and websites offer free trials and subscriptions to get you started. Yoga and meditation are two practices that promote balance and can allow you to mentally clear your head. No matter what you choose to do to stay active, regular exercise and wellness activities are a great way to boost your mood and keep you grounded when in isolation.

Stay Connected

Many of us can no longer rely on regular run-ins by the coffee machine or lunch dates to stay connected to each other. It’s important that while in isolation and working remotely that we maintain healthy relationships with our coworkers, family members and friends. Take time to think about how you can stay in touch with each other and find ways to virtually check-in. Whether that be a phone call, zoom date, virtual coffee or happy hour, staying in touch is vital to combat loneliness. Being able to lean on others and support one another goes a long way during this time.

Recognize Your Needs

We are all different, with different situations, needs and responsibilities. What works for one person may be much different than what works for another. Now is the time where you may need to sit down and assess, what is working and what is not working for me? Do you need to define ‘heads down’ work time? Are you finding you need to make adjustments to your work space in order to be more productive? Do you need to adjust your schedule due to family needs? Making these adjustments to create an environment that supports your needs will positively impact your mental health, stability and productivity.

Cut Yourself Some Slack

During this time, many of us may feel the added pressure to prove we’re being the best employee, family member and friend that we can be. Add in a global pandemic and this can result in added stress and times when we feel overwhelmed. And while some days will be harder than others, it’s important that we recognize these emotions and remember that it is okay to not be okay sometimes. Listen to your body and mind and take physical and mental breaks when you need to in order to make tomorrow a better day.

Try a New Hobby

It’s no surprise that week after week our lives can feel like we’re continuously spinning on a hamster wheel. If you feel like you’re in a rut but find yourself with free time that you did not have before, think about picking up a new hobby. Have you been wanting to learn how to cook a new dish? Are there home improvement projects that you’ve always wanted to complete? Have you always wanted to try brewing your own kombucha? Use the time you normally spent commuting to and from the office to pick up a new hobby or skill. There’s no time like the present!

We are all trying to get used to a “new normal”, and it’s sometimes easier said than done. Try to practice patience and compassion with both yourself and those around you, and prioritize your wellbeing when possible. For more remote work best practices, check out our infographic here.
 

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
 

How to Stay Sane While Working Remote

How to Stay Sane While Working Remote TW

Remote work has long been controversial. While tools that support remote work have been widely available for some time, prevailing attitudes have not been disrupted as quickly. Companies have tried to create balanced policies everyone can agree on, but the issue is complex because each employee is different. Opinions can also differ greatly by department or even by job function. Your sales manager’s personal policy will not be the same as your engineering lead — trust me. All of this is to say that there’s no silver bullet that will put this debate to rest. But let’s be honest, many of us won’t be working in an office for quite some time, so here are a few simple ways to make the most of a week while working remote.

Create a Space to Work

Swapping your commute for the distance between your bed and home desk might seem like a win, but it’s important to not undervalue what a commute provides. A commute signals that it’s time to clock in or clock out. It forces you to plan ahead and keep a schedule. It gets you out of bed at an exact time so you’re not late for that 9am meeting. And once you show up to work, you show up. There’s very little tolerance for napping or strutting around without pants on in an office––not so much while working remotely! This is why it’s so important to create a dedicated home office and routine.

First, dedicating part of your home into an office should not be more involved than it has to be. It doesn’t make sense to buy an Aeron chair and a wall of monitors if you live in a small apartment or are on a tight budget. Refrain from renovating your living room into a corner office. Instead, appreciate that your work-life balance is now a work-life harmony. The two are sharing the same space and must coexist. So if this simply means having a chosen area for your work computer, then great! (But maybe put a potted plant or two down while you’re at it). Your dedicated work space will let you know when it’s time to work and will help keep you organized.

Speaking of being organized, it’s incredibly important to keep your office space clean. We’re living in extraordinary times and if you read the news on a daily basis it will quickly feel like everything is out of control. Your work space shouldn’t feel equally out of control. Maintaining a clean space will help you keep a sense of order and, frankly, it will give you something to do. I don’t know if you’ve noticed, but the list of available activities has shrunk dramatically in 2020. If there’s one takeaway from reading this, learn to love to clean and thank me later.

Shut Off in the Evening

Most people understand what time they’re going to start working in the morning, but less plan for when they’re going to wind down. Since you now work where you live, it can be harder to know when your work day ends. And it can often feel like companies today are “always on.” Whether it’s a new email, slack message, or even a Kustomer notification, there’s no shortage of applications vying for your attention. And while being virtually available and super connected always gives us ways to be productive, individually we need to recharge. It’s just as important to schedule this time as it is to schedule your next meeting. So before you open up your laptop to start a new work day, have an approximate goal of when you plan to close it.

Share What Works

Lastly, understand that while you’re creating a routine around this new normal, your colleagues are experiencing their own version of the same thing. It’s important to stay connected with them and talk about what is working and what isn’t. Nobody is expected to have all of the answers right now, and for many of us this working environment is very new. But remember that teams are built to solve problems together.

Check out our infographic for more tips on how to successfully work in a remote environment.
 

3 Ways Customer Service Teams Must Adjust During COVID-19

3 Ways Customer Service Teams Must Adjust During COVID-19 TW

Life has become a series of trade-offs and workarounds in light of the pandemic. Curbside pick-ups are my new norm. My inbox is a litany of order confirmations and estimated delivery times. Last weekend, I drove to a local hardware store and found the following handwritten message on a sign at their front door: “Know what you want. Get in and get out.” At times, my interactions with people feel purely transactional.

The world has changed, and customer service is changing right along with it. Businesses are being challenged with a paradoxical conundrum: how do we retain our humanness? How do we maintain trust in a time of uncertainty? Below are three ways customer service teams must adjust in light of the global pandemic.

Empathy Is #1.

Companies who approach customer service with a deeper level of empathy are more likely to maintain loyalty and win new business. This concept is not a newfound revelation. In fact, The Empathy Business has studied the efficacy of empathy in business for years. And what have they found? Organizations that focus on the “emotional impact” they have on employees, customers, and society are valued higher and earn more than their counterparts.

In the world of COVID-19, empathy is even more desperately needed. Quarantine measures and social isolation mean a rise in loneliness and other mental health issues. Think about it this way: what if your organization delivers the only social interaction an individual will experience for a full day? Armed with that information, how should you change your customer journey?

Start small. Use your data. Study the way your customers use your tools and services. Where are they running into roadblocks? Where are you making your customers’ lives easier? Take note and adjust. Document your FAQs in an accessible location, like a Knowledge Base. Have the patience to clearly explain the nuances of your business and policies. Above all else, practice kindness in all of your communication.

“One-Size-Fits-All” Won’t Succeed.

As the pandemic spreads, we’ve seen a spike in conversations for many of our clients. And according to a recent survey by Kustomer, there has been a 17% increase in inquiries across industries. With this influx in communication, it no longer makes sense to force every customer to call the same number to contact your company. Instead, it’s time to get smart about the channels you employ to manage customer interactions, and it’s time to invest in a fully-fledged omnichannel experience.

But beware: you should avoid blindly adding new service channels without a strategy in place. Dig deep into your customer personas and understand their respective beliefs and behaviors. McKinsey notes that “not all customers are the same, and it’s how they differ in their behavior and preferences—particularly on digital—that should have an outsize influence on how service journeys are designed.” Keep this in mind, too: a small percentage of customers — classified as the “offline society” -— may suddenly be forced into adopting digital communication in light of shelter-in-place orders. Take these different customers into account when adapting your customer service strategies.

Automation Is a Necessity, Not a Luxury.

As we’ve seen an increase in the number of inquiries, we’ve also seen an increase in the need for artificial intelligence and machine learning technologies. Agents can become easily overwhelmed by an onslaught of new messages. AI can automate some of the more tedious tasks that those agents might encounter, thereby freeing their time for more important work.

Consider how you can deflect commonly asked questions and save your agents valuable time. Let’s say you’re an airline in today’s world. With the rise of the pandemic, you’re being flooded with requests for information about your refund policy. Instead of directing your team to answer each inquiry individually, you could use automation to serve up pre-written articles that align with the inquiry’s keywords. Not only do you protect your team’s time, but you also deliver a better customer experience as customers receive near-instant answers to their questions. Beyond that, unsuccessful deflections can provide a treasure trove of data to guide your future content.

Those who adapt and adjust their strategies now can influence their fate in the post-pandemic world. The opportunity is there. We have to be good stewards of our time and resources to capitalize on it.

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.

 

 

Intent Identification, 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. Intent Identification 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.”

Intent Identification in action.

Once conversations are analyzed and classified, Intent Identification 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 Intent Identification 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.
  • Intent Identification: 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.

 

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