archive

Kustomer Announces HIPAA Compliance to Expand Options for Healthcare Focused Companies

Available April 1, 2019

The U.S. Health Insurance Portability and Accountability Act (HIPAA), as amended, including Health Information Technology for Economic and Clinical Health (HITECH) Act, is a federal law that enables healthcare companies to incorporate technology into their businesses while ensuring data privacy and security.

Kustomer is the next-generation customer management platform for the people-first enterprise. Leading brands choose the Kustomer platform because of the trust, reliability and flexibility it offers. We are committed to helping our customers deliver outstanding service and customer experiences, no matter what industry they’re in or types of products and services they provide.

We’ve seen a growing demand for a secure and compliant cloud customer management solution where our customers could share and access protected health information (PHI).

In 2018, we initiated a company wide HIPAA compliance program designed to extend the Kustomer platform and allow healthcare focused companies to use it.

Today we’re excited to announce our alignment with The U.S. Health Insurance Portability and Accountability Act (HIPAA) through the offering of a business associate agreement (BAA). Kustomer helps customers fulfill their HIPAA obligations by providing these covered entities or business associates with appropriate security configuration options to help safeguard protected health information (PHI) which may exist within Service Data from misuse and wrongful disclosure.

Now Enterprise customers across healthcare, pharmaceutical, and government industries can use Kustomer to securely share and access PHI while meeting HIPAA’s regulatory requirements.

Kustomer does not collect or store PHI as part of normal business operations; however, any HIPAA-subject organization with a Kustomer Ultimate or Enterprise plan that works with PHI can enter into a BAA with Kustomer, in which both parties agree to fully comply with the requirements of the HIPAA rules.

When will this capability be available?

Ability to configure for HIPAA is available starting April 1, 2019.

On what Kustomer plans is the capability available?

Ability to configure HIPAA is available on the Kustomer Enterprise and Ultimate plans.

What integrations are covered?

We will release the full availability for Kustomer integrations on April 1, 2019. In the meantime, note that Kustomer integrations with Amazon Connect and Gmail will require the covered entity to sign separate BAAs with AWS and Google.

Will I need to pay for this capability?

Yes. There will be a $25 / month / seat charge for customers on the Kustomer Ultimate and Enterprise plans.

I have questions. Who should I contact?

Our team of account managers and CX specialists are available to provide you with more information and instructions on how to use the Kustomer platform while fulfilling HIPAA requirements. On April 1, 2019, we will release our HIPAA Implementation Guide.

For more information about the Kustomer platform and how we help companies create Customer Friendships everyday go here or contact us.

Kustomer + Segment: Any Data, Any Time

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

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

What’s the excitement all about?

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

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

Data retrieval & presentation on customer Timelines

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

Interactions in context

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

Be proactive with actionable data

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

Kustomer + Segment

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

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

Product Updates: Platform Improvements, Channel Updates, Integrations, and More

Our engineering and product teams have been busy launching new features, adding new integrations, and making your top requests a reality. Here are the highlights of what we’ve added in this past quarter, in case you missed any.

Localization

Many customer service teams today have to support a global customer base. Kustomer has launched Localization, a suite of features that allow you to easily detect, respond, and provide help to a multilingual customer base. Customers and support teams deserve a seamless experience in their respective language, across any channel. Read more in our blog post.

Channel Updates

Internal Knowledgebase

We’ve launched our Internal Knowledgebase, to let users access their public and internal content from anywhere within our platform. Public Content includes the categories and articles available to customers via your public KB, with agents being able to share links to specific articles with your customers. Internal Content are the categories and articles that are only accessible within Kustomer, and cannot be shared publicly. To learn more, check out our help article.

For example, use Internal KB to document support escalation processes, making it easy for agents to find when the time is needed.

Chat iOS and Android SDK

We’ve added many new features to Chat iOS and Android SDKs.

Both Chat SDKs have Localization features enabled. The Kustomer mobile SDK will automatically change the text strings to match the language of the device your customers are using. The SDK supports both right-to-left (RTL) and left-to-right (LTR) formatted languages. There are over 50 languages translated out of the box.

Additionally, we’ve added iOS SDK support for many important Chat features:

  • Conversational Assistant: a pre-conversational feature that helps your team collect information from customers automatically, before reaching the agent.
  • Chat Availability: a feature that incorporates Business Hours into the chat experience, allowing admins to determine what the after-hours experience will be for chat users.
  • Chat Deflection: helps to set proper expectations for your customers with estimated reply times, and diverts traffic when your Chat team doesn’t respond, by directing your customers to other channels.

 

Platform Improvements

Custom Object Search

Searches aren’t just for customers or conversations anymore. Now you can create a search where the results are your custom objects (Kobjects). The possibilities are endless: you can find the most expensive orders, look through all of negative CSAT ratings from the past week, and more. You’ll understand your business in a manner far more advanced than a traditional ticketing system. Read more in our blog post.

Custom Roles and Permissions

We’ve launched new custom roles and permissions for Kustomer users. Now, admins can create custom roles to match the way they’d like users to interact with Kustomer. You can define roles based on job responsibilities or access levels, whatever matches your team structure. For example, create a “Reporting” Role that has Read Only access to Conversations, Customers, and Searches, but full access to Custom and Standard Reporting.

Delete Customer

For those of you who receive GDPR Right To Be Forgotten requests, we’ve added a feature to permanently delete all of a specific customer’s data. Customer Delete is a hard delete that loops through all the items related to the customer (conversations, custom objects, messages, etc) and permanently deletes it.

New Integrations

Twitter

Customer service interactions over Twitter have increased 250% in the last two years. This is why we added Twitter to our platform. Now, teams can connect Twitter with all their existing support channels, to leverage omnichannel support and provide a great customer experience. Read more about it in our blog post here.

Magento

You get the most out of Kustomer once you’ve connected all of your customer information and data. As an official technology partner, our Magento integration allows you to personalize your support based on your Magento customer profiles, including your customers’ online behavior, their purchases, and their return history. Read more about it in our blog post here.

That’s it for product updates this quarter, follow @Kustomer on social media for to-the-minute updates of our new features and integrations!

Kustomer Localization is made for Global Teams

Many customer service teams today have to support a global customer base. Kustomer has launched Localization, a suite of features that allow you to easily detect, respond, and provide help to a multilingual customer base. Customers and support teams deserve an seamless experience in their respective language, across any channel.

Whether you service customers around the world, or have a team that communicates in multiple languages, our localization features will help you provide personalized customer support. We focused on developing features that make teams more efficient as well as automating tedious tasks associated with providing multilingual support.

Automating Language Detection

 

When your customers contact you, Kustomer is now able to automatically detect the language of the message using Amazon Comprehend dominant language detection. Oftentimes a new message will require your team to have to identify the language, and then assign it to another team or agent. This manual triaging by language is time consuming and ineffective. Automating the language detection for inbound messages allows you to route conversations to the correct team or agent, providing quick reply times. When language detection is enabled, you’ll also be able to get sentiment analysis in multiple languages, helping you to better understand your customer. Language detection will allow agents to work more efficiently by automatically sending messages and displaying Knowledge Base articles in the customer’s’ own language.

Making Translation Easy

We focused on making processes as time-efficient as possible. One of the Localization features that enables this is Snippets. Teams can easily insert translated content into messages, email templates, and Knowledge Base articles. Let’s say you want to provide your agents with an automatic response to questions about returns. You can quickly create a snippet for “return policy” with corresponding translations for languages you want to support. Then, when your agent uses a shortcut with the “return policy” Snippet, it’s automatically translated based on the customer’s language. Adding in personalization is easy too, just combine Snippets, Shortcuts, and Dynamic text and your agent is fully empowered to provide quick personalized support in the correct language.

Enabling Agent Adoption

It’s not just your customers that are global. Many support teams are based all over the world, and it’s important that users can access and use Kustomer in their native language. Unlike other tools where translations are limited to certain features and interfaces, in Kustomer you’ll have full access to language translations across all our features and the user interface. The user interface can be used in over 51 languages (both Right to Left and Left to Right). See a list of all available languages in Kustomer.

For more information about Localization and its included features, check out this article.

Product Update: Get Deeper Insight with Custom Object Searches

Kustomer’s platform for customer experience uniquely collects, organizes, and displays all the available data about your customers in one easy to use timeline. Searches are a way of segmenting conversations, customers, and companies based on properties like customer loyalty level, conversation status, channel and more. We’ve expanded the functionality of Searches to include custom objects as well. With information from tools like Magento, Delighted, or Jira, you’ll now be able to create searches based on any customer data that exists in your business custom objects (Kobjects). And the possibilities are endless.

For example, if you’re an IoT company with a device object, you can use search segmentation to see all the devices that have been registered in the last week as well as all conversations about each model; automatically updating when new information is available.

You probably also collect CSAT information and integrate it into Kustomer to make sure you provide relevant service. With Custom Object Searches it’s easy to create a search for all conversations that received a negative CSAT score in the last week and even further segment that by customer information like subscription tiers, location, or total dollars spent. Teams can then easily prioritize outreach in order to maximize customer satisfaction.

No need to invest in highly-priced enterprise software or in-house development. With Kustomer your team is now fully informed and empowered to provide the best service for  every customer.

For more information about Custom Object Searches, check out this article.

Magento Technology Partnership: Integration Enables Actionable Service

You get the most out of Kustomer once you’ve connected all of your customer information and data. As an official technology partner, our Magento integration allows you to personalize your support based on your Magento customer profiles, including your customers’ online behavior, their purchases, and their return history.

Now your support team can see all the purchases made by every customer, set up searches based on Magento information, provide proactive service using workflows, and more. For example, you can create a search for customers with Magento orders worth more than $200 who have made a purchase more than once a month, then assign them to a higher-tiered support level and send a bulk message with a coupon thanking them for their loyalty.

Integrations should be more than delayed, view-only glimpses. As part of this integration, we’ve added a real-time shopping cart card, which lets you easily see the contents of your customers’ shopping carts while you provide support. Your team will have all the necessary information to quickly resolve your customers’ issues, decreasing shopping cart abandonment.

Our integration will sync standard objects out of the box such as customers, orders, and more. You can also easily send your own custom events (like items in cart) and have them populated as custom objects. As with all custom objects, you can create reports to gain deeper insight into how your shopping is connected to customer support and service.

To set-up the integration, have an admin follow our instructions.

Our New Twitter Integration Makes Social Service Easy

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

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

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

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

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

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

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

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

For more information, check out our Knowledge Base article.

Product Updates: New Workforce Management and Chat Capabilities Are Here

Our engineering and product teams have been busy launching new features, adding new channels, and making your top requests a reality. Here are the highlights of what we’ve added in this past quarter, in case you missed any.

Workforce Management

Team Pulse

Admins often spend extra time monitoring and following up with agents to ensure they’re working efficiently. Team Pulse lets admins view and jump to the customers, searches, reports, and conversations that their agents are currently working on, in real-time. Admins are also able to view which members of their team are using Autopilot, as well as how many conversations or customers they’re currently working on in the search.

For example, use Team Pulse to monitor your remote team’s activity during their shift.

Chat

Conversational Assistant

Chat Conversational Assistant is a pre-conversational feature that helps your team collect information from customers automatically, before reaching the agent. Collecting information upfront will speed up response times and the ability to quickly close conversations by cutting down the interactions between agents and customers. Conversational Assistant can also automate team assignment, by asking your customer what team they are trying to reach.

You’re able to create an unlimited number of open ended questions for end-users to respond to. We’ve also provided a few required fields to self-identify customers who may already exist in your Kustomer app such as email and name.

For example, use Chat Conversational Assistant to require the end-user to provide their order number so agents can easily access that information, and not have to wait for it to be provided.

Chat Availability

Chat Availability incorporates Business Hours into the chat experience, allowing admins to determine what the after hours experience will be for chat users.

We’re providing two options to choose from:

  1. Show Available: This will keep your chat available on your website regardless of your Business Hours. The chat window will display your available online greeting and allow end users to create new conversations.
  2. Show Offline: This will keep your chat icon available but display your offline greeting. You’ll be able to add an offline greeting image within the chat window and end-users will be prompted to leave a message.

For example, use Chat Availability to appear offline during holidays like New Years Day, when your team may have limited or no availability.

Chat Deflection

Chat Deflection helps to set proper expectations for your customers with estimated Reply Times. Our Reply Time display is fully customizable, so admins can choose from an automated, template, or custom message. Since Chat is a fast moving channel where your customers expect real-time support, we’ve added additional functionality around deflection and alternative follow-up. Deflection will help divert traffic when your Chat team doesn’t respond, by directing your customers to other channels. Admins can also set a deflection time, with automation around closing a conversation.

For example, use Chat Deflection to give customers the option to reach out via phone, text, or email when an agent doesn’t respond within the allotted two minutes.

Proactive Messenger

Proactive Messenger lets customer experience teams automatically engage website visitors with targeted messages. You can proactively send chat messages to specific target audiences based on a multitude of factors, including session information like time on page, last page visited, the geographical location as well as customer attributes if the user is logged in. Custom customer attributes allow for more powerful campaigns, letting you target customers based on information like VIP status, favorite color, last activity, last CSAT value, and more.

For example, create a campaign that displays a 10% discount offer to customers whose last CSAT value was lower than a 7 and have been on a product page for more than 5 seconds.

Knowledgebase

Multilingual KB

Multilingual Knowledgebase (KB), enables teams to provide help content in the correct language to their customers all over the globe. Multilingual KB lets you create KB articles in multiple languages and serve the correct version to your customers. Snippets, another new feature and component of Multilingual KB, will automatically detect the language of your customers and then adjust a specified block of text to the correct language.

New Channels

Kustomer Chat Android and iOS SDK

Your customers use apps and your support team needs to be able to help your customers where they are. Enter Kustomer Android and iOS SDK. Designed specifically for Android and iOS, it enables customers to interact with your team from within your mobile app. Our Chat Android SDK supports both logged in and anonymous chats. Fully customizable, it’s easy to match our Mobile Chat to your application’s brand.

You can check out our latest product updates here.

Schedule a demo.