Introducing Kustomer App Marketplace & Developer Platform

Introducing Kustomer App Marketplace & Developer Platform TW

We’re very excited to announce today the release of our third party app development program and the launch of 20 new apps.

The “app store” concept is not a new one. While its most recently reached global popularity by Apple and Google, companies have been making digital marketplaces for others to develop, package and distribute applications online since the early days of the internet. The same way that Airbnb provides more choices to consumers by providing housing options from a global network of homeowners, an apps platform enables customers to benefit from the work of thousands of developers around the world.

One of the main reasons businesses choose Kustomer is because our product provides a “single pane of glass” into many different systems a business might need to provide world class support. However, there are thousands of systems, both third party and home grown, that businesses could potentially use to provide quality support. And our CRM platform has an endless array of use cases and functionality that could be leveraged to build these integrations. While our product and development teams do build things very quickly, our team alone will never be able to keep up with the demand of the various integrations our customers need.

So we’re extremely excited to invite our partners, customers, and third party developers to now build integrations and experiences inside of Kustomer’s CRM platform at a scale that we could never dream of internally. However, in order for this initiative to be successful, there are three key components that we have been investing in, and will continue to expand:

    1. First, apps need to be able to have a wide range of functionality in order to provide value to businesses. Thanks to the hard work of our apps platform team, apps can now install custom objects, connect to OAUTH-based third parties, create cards, custom views, custom attributes, webhooks, workflows, and more. We’re confident this work will result in features and automations that ultimately make support teams work more efficiently, and deliver delightful experiences to their millions of end-customers around the globe.
    2. Secondly, partners need to have the proper documentation to know how to build an app. Today we’ve announced our third party apps documentation, which has already been leveraged by both our internal apps team and some early partners to develop apps that many of our customers are using today.
    3. Finally, partners need to be incentivized to build the app. Today, we’re working with integration partners to build experiences that benefit all three parties involved — Kustomer, the partners, and the companies that use these integrations. Over the next few months, we’re going to be rolling out more features to make app submission easier, and revenue sharing programs to continue to foster and incentivize a wide array of integrations to be safely and securely built and distributed from any developer in the world.

This is obviously just the dawn of our apps vision, and we need your help to make Kustomer a better tool for thousands of companies and millions of customers worldwide. If you’re interested in building an app, the best place to start is by reading the Kustomer Apps documentation and filling out our developer form to get a test account and start building. And as always, if you need help, don’t hesitate to reach out to our support team on whatever channel you prefer!

 

What Is It Like to Work on the Product Team at Kustomer?

If you’re interested in joining the Kustomer team, check out our Careers Page.

What is it actually like to work here at Kustomer? We’re going to help answer this question in a series of interviews with folks from every department to tell you about their unique experience, and how it applies to anyone looking to join our team.

Here’s Peter Johnson, VP of Product at Kustomer, to share what it’s like to build our powerful platform for customer experience:

Q: What is unique about working on and building the Kustomer platform?

PJ: We get the chance to totally challenge the status-quo in the support space and re-imagine what a modern CRM should look like. We get to ask questions like, “Could ticketing be done better?” or “How can we improve on legacy routing models?” These are old problems being reimagined in modern tech, and we’re at the forefront of them.

Q: What skills and programming languages do we recommend applicants know and use on our team?

PJ: Project Managers and Designers don’t need to be able to code at Kustomer! Though it doesn’t hurt to know HTML/CSS or Javascript. I think the most important skill is being able to learn quickly. Yes, having previous experience leading a dev team, designing in Sketch, working in Agile, etc. are all helpful traits. However, the best PMs/Designers are open-minded, data-driven, curious, and genuinely give a shit about the products they design.

Q: What features are the product team most proud of?

PJ: Many come to mind: Obviously the Customer timeline, Synchronous and Asynchronous Chat Product, and Chat Conversation Assistant are highlights. Though I’d say that I’m even more amazed at what we were able to ship considering how quickly we shipped it, with such a small team, and in such a short timeframe.

Q: How does Kustomer set up its Product team for growth and success?

PJ: We try to inject data into the decision-making process as much as possible—both qualitatively and quantitatively. Existing customer feature usage metrics, as well as feedback, are extremely important in our future feature decision-making. There’s a quote I love that says “If we have data, let’s look at data. If all we have are opinions, let’s go with mine.”

Q: If you had to describe the Product team in one word, what would it be?

PJ: Kustomer. We commonly use the phrase “Don’t just talk about it, be about it.” At the end of the day, no phrase or one word sums up our team better. The results our team’s hard work and output can be seen in the Kustomer product.

Q: What kinds of things does the Product team do as a team outside of work?

PJ: A few recent events we’ve done: a ping-pong outing at Fat Cat, lunches in Bryant Park, drinks at the Pennsy—we definitely have a lot of fun as a team.

Q: Where have other members of the Product team worked in the past?

PJ: Social networks, CRM software companies, real estate management software, health startups, video chat software, and more.

Q: What are some of the benefits of working at Kustomer?

PJ: Beyond things like great health insurance and snacks, I’d have to say ownership. You have the chance to design and be a part of launching a totally original product that has your fingerprints on it, and is used by thousands of people every day. It’s a really satisfying feeling to own a product end-to-end.

If all of this sounds makes you think, “Wow, Kustomer sounds like the kind of place I want to work,” then we have some good news. We’re growing fast, and are hiring for our Product team in our NY office RIGHT NOW! If you’re interested in joining our team, apply directly here.

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