Kustomer is Proud to Join the Shopify Plus Certified App Program



Here at Kustomer we are constantly looking for new ways to make our customers’ jobs easier, building solutions and partnerships that optimize and personalize the customer experience. That’s why this partnership with Shopify Plus is so exciting for us.

The Shopify Plus Certified App Program supports the largest Shopify merchants by helping them find the apps and solutions they need to build and scale their business. The program is exclusive to Shopify Plus apps that have shown a level of exceptional product quality, performance, privacy, and support, that can be relied upon for the advanced requirements of Shopify Plus Merchants.

Kustomer is excited to announce that we have been selected as the only enterprise customer service CRM platform in the Shopify Plus Certified App Program. Our seamless integration with the Shopify App creates contextualized, actionable customer profiles so that merchants and agents can build and drive more personalized and data-driven customer journeys, while resolving conversations quickly and building long-term customer loyalty.

Scaling With Your Business

The world’s leading brands need a customer service CRM that can scale as they do. By automating 40 percent of customer interactions and optimizing omnichannel experiences for customers and agents alike, Kustomer is able to help e-commerce brands quickly and efficiently resolve conversations across all digital channels in a single platform.

According to Loren Padelford, GM of Shopify Plus, “The Shopify Plus Certified App program is designed to meet the advanced requirements of the world’s fastest growing brands. We’re happy to welcome Kustomer to the program, bringing their insight and experience in Customer Support to the Plus merchant community.”

We are so excited to be recognized as a best-in-class customer service platform by Shopify Plus and join this incredible partnership network to extend our leading customer service and support capabilities to help brands and customer service agents succeed and further fuel business growth.

Integration Benefits

As part of our enhanced integration with Shopify Plus, Shopify Plus merchants will be able to integrate with Kustomer’s best-in-class platform with one click, making Shopify data viewable within the context of their customers’ historical activity, and actionable so that they can process returns and exchanges. Merchants can also instantly navigate to Shopify invoices as needed, or initiate conversations based on that data.

The Kustomer and Shopify integration offers a chronological and detailed timeline that views, tracks and manages past and present interactions and Shopify orders all in one actionable agent workspace. In addition, the integration allows use of Shopify data to identify and segment customers for proactive engagement based on purchase history and lifetime value, which in turn, helps retain more customers and build loyalty. Kustomer’s powerful automation features also help optimize teams and empower agents to use Shopify data to maintain and resolve conversations.

Through this partnership, Shopify merchants and agents will also be able to access a Shopify insights card, a one-stop shop for each customer’s entire Shopify purchase history, available directly in their profile. This dynamic card includes a chronological view of all purchases, with the ability to internally navigate to itemized lists, payment methods, as well as an ability to search the entire card by product item and SKU number, so that every detail around every purchase is discoverable within Kustomer.

What Our Customers Have to Say

Kustomer already serves as the customer service platform of Shopify Plus brands like ThirdLove, Ring and HiSmile. “Using Kustomer allows us to give our customers the freedom and flexibility to reach out anytime, anywhere and via any channel they want,” said Fabio Alferi, Head of Customer Experience at HiSmile. “This extraordinary customer service tool has played a significant role in enabling our team to deliver the type of highly efficient and personalized service that today’s customers expect and demand.”

Want to get started? Learn more about the power of our Shopify integration here.

 

Kustomer Selected as Enterprise Customer Service CRM Available in Shopify Plus Certified App Program

Kustomer Selected as Enterprise Customer Service CRM Available in Shopify Plus Certified App Program PR TW

Kustomer’s integration with Shopify Plus will help brands and customer service agents optimize and personalize customer experiences.

New York, NY – July 8, 2020 – Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, today announced that it has been selected as the only enterprise customer service CRM platform in the Shopify Plus Certified App Program. Kustomer’s seamless integration with the Shopify App creates contextualized, actionable customer profiles so that merchants and agents can build and drive more personalized and data-driven customer journeys, while resolving conversations quickly and building long-term customer loyalty.

By automating 40 percent of customer interactions and optimizing omnichannel experiences for customers and agents alike, Kustomer is able to help e-commerce brands quickly and efficiently resolve conversations across all digital channels in a single platform. As part of its enhanced integration with Shopify Plus, Shopify Plus merchants will be able to integrate with Kustomer’s best-in-class platform with one click, making Shopify data viewable within the context of their customers’ historical activity, and actionable so that they can process returns and exchanges. Merchants can also instantly navigate to Shopify invoices as needed, or initiate conversations based on that data.

“We are excited to be recognized as a best-in-class customer service platform by Shopify Plus and join this incredible partnership network to extend our leading customer service and support capabilities to help brands and customer service agents succeed and further fuel business growth,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. “By seamlessly integrating into the Shopify App, our platform will help Shopify Plus merchants deliver efficient and effective service by automating 40% of interactions via self-service, reducing handle times with intelligent routing, and driving omnichannel experiences between customers and agents.”

Integration Benefits

The Kustomer and Shopify integration offers a chronological and detailed timeline that views, tracks and manages past and present interactions and Shopify orders all in one actionable agent workspace. In addition, the integration allows use of Shopify data to identify and segment customers for proactive engagement based on purchase history and lifetime value, which in turn, helps retain more customers and build loyalty. Kustomer’s powerful automation features also help optimize teams and empower agents to use Shopify data to maintain and resolve conversations.

Through this partnership, Shopify merchants and agents will also be able to access a Shopify insights card, a one-stop shop for each customer’s entire Shopify purchase history, available directly in their profile. This dynamic card includes a chronological view of all purchases, with the ability to internally navigate to itemized lists, payment methods, as well as an ability to search the entire card by product item and SKU number, so that every detail around every purchase is discoverable within Kustomer.

“The Shopify Plus Certified App program is designed to meet the advanced requirements of the world’s fastest growing brands,” said Loren Padelford, GM Shopify Plus. “We’re happy to welcome Kustomer to the program, bringing their insight and experience in Customer Support to the Plus merchant community.”

Kustomer already serves as the customer service platform of several Shopify Plus brands, including HiSmile and ThirdLove. “Using Kustomer allows us to give our customers the freedom and flexibility to reach out anytime, anywhere and via any channel they want,” said Fabio Alferi, Head of Customer Experience at HiSmile. “This extraordinary customer service tool has played a significant role in enabling our team to deliver the type of highly efficient and personalized service that today’s customers expect and demand.”

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.

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

Kustomer Acquires Reply.ai to Deepen Intelligent Automation Capabilities

Kustomer Acquires Reply.ai TW

Here at Kustomer, we believe artificial intelligence plays an essential role in helping companies scale customer service and efficiently deliver exceptional results. And we aren’t alone. Gartner predicts that 72% of customer interactions will involve technology such as machine learning and chatbots by 2022. That’s why we are excited to share that Kustomer is acquiring Reply.ai to deliver even deeper intelligent self-service and agent assistance to our customers.

As a long-time partner of Kustomer, Reply is able to seamlessly integrate their tools into the Kustomer platform and help brands efficiently scale without compromising quality of service. The partnership furthers our commitment to integrating Kustomer IQ, our artificial intelligence engine, throughout the customer journey, while providing some powerful benefits to businesses and customers.

Reply is ranked as one of Forrester’s Top 10 AI Providers for Customer Service Automation, leveraging sophisticated machine learning models to power incredibly accurate self-service chatbots and deflection tools. With an astounding 40% average deflection rate, Reply, now a part of Kustomer IQ, can successfully resolve nearly half of all initial customer communications without the need for live interaction with a service agent. And with 67% of customers preferring self-service over talking to a company representative, deflection tools are not only a win for businesses, but also for customers.

With Reply now a part of Kustomer IQ, our customers will save thousands of hours spent answering simple questions, so they can focus on the most important cases that have a much larger impact on business and loyalty. At a time when customer service teams are being asked to do more with less, our suite of AI tools can tackle your growing queue of inquiries around the clock, while drastically minimizing costs.

We are so 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. With Reply’s engineering offices in Madrid, this acquisition will also expand our presence in Europe and accelerate our growth in the region.

It goes without saying that we’ve always been committed to revolutionizing customer service. Today’s acquisition of Reply marks one more step in that journey.
 

What Customers Can Now Expect From Kustomer IQ

Chatbots

Built within Reply’s natural language processing engine, these best-in-class chatbots feature visual flow builders and templates for easy one-time creation and deployment across multiple channels and languages, providing effortless experiences by connecting customers to the right information.


 

Knowledge Base Deflection

An enhanced deflection widget can be embedded in forms, email, and chat, and features a powerful information retrieval system in which a semantic search engine and answer extractor not only provide relevant articles and content, but the exact answer to a question.


 

API Access

The platform can plug into third-party APIs to leverage a company’s most critical customer data points when deflecting. For example: a chatbot can answer the question “where is my order” or “when does my policy expire”.
 

Agent Assistance

Relevant answers and subsequent actions can be suggested to agents based on historical behavior, user text and conversation context. Actions include routing or auto-tagging conversations, as well as responding with relevant templated content.


 

Analytics Dashboard

Deflection success rates are measured and chatbot behavior can be evaluated, with functionality to support custom events, set conversion goals and segment audiences.

With Kustomer and Reply now joining forces, we are excited to announce the immediate availability of Kustomer IQ Plus, delivering new ways to interact with customers through chatbots and sophisticated AI capabilities. Please get in touch to learn how to get started or watch our latest ondemand webinar.
 

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
 

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
 

Kustomer Achieves SOC 2 Type II Certification

Kustomer Achieves SOC 2 Type II Certification Twitter

Independent report confirms company’s ongoing commitment to create and maintain a secure operating environment for its client’s confidential data

Kustomer, the SaaS platform reimagining enterprise customer service, announced today the successful completion of its Service Organization Control (SOC) 2 Type II examination with zero exceptions. This independent audit conducted by Linford & Company validates that the company’s corporate security practices and the security controls in the Kustomer platform meet the American Institute of Certified Public Accountants (AICPA) Trust Service Principles and Criteria for System and Organization Control.
Using third-party service providers and data processors is an essential part of any business’s operations and companies take the data security practices of vendors seriously. The final SOC 2 Type II report documents that Kustomer has deployed critical security policies, procedures, and safeguards necessary to protect and secure client data at a point in time, and also verifies compliance and operational effectiveness of the company over a six-month period.

“As an enterprise SaaS software solution that powers the customer experience of today’s best brands across the globe, earning and maintaining the trust of our clients is paramount,” said Brad Birnbaum, CEO and Co-Founder at Kustomer. “Achieving SOC 2 Type II certification reinforces our commitment and further demonstrates our capabilities to protect customer data in accordance with stringent industry standards and best practices. This independent validation of our security program is critical for all of our clients, particularly those in highly regulated industries.”

Kustomer empowers businesses to succeed in today’s customer-first world. Kustomer’s comprehensive solution and CRM provide a single view of the customer journey, seamless omnichannel communications and the ability to automate business processes and knowledge management. The company is powering satisfaction and loyalty for some of today’s most iconic, people-first brands, including Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away and UNTUCKit.

In addition to being SOC 2 Type II certified, Kustomer already complies with HIPAA standards as well as the requirements of the EU-US and Swiss-US Privacy Shield, the GDPR, and CCPA.

About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. A customer-centric solution, Kustomer helps brands increase satisfaction and loyalty by empowering agents to engage customers in personalized, efficient, and effortless conversations. Today, Kustomer is the core platform of some of the leading customer service brands like Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away, UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised $173.5M 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.

 

Why Safe Customer Engagements Build Trust and Loyalty

In today’s fast-paced world, paying for convenience is at an all-time high. Whether using a car service, ordering an item for same day delivery, or buying groceries for pick up, convenience often comes at a cost. But unfortunately this cost of convenience is not always monetary-only.

Consumers can be so focused on the fact that they are saving time, even if it means paying more, that they may not realize what is being done with their data, or whether it is safe. And unfortunately, some companies may not be safeguarding their personally identifiable information (PII) as closely as consumers assume.

When devastating things occur, like the recent uptick in high-profile data breaches, it puts a strain on the loyalty of customers. And it’s not just small retail-focused companies that face this challenge. The 13 largest data breaches of 2019, according to CRN, include large institutions in the educational and healthcare sectors in addition to retailers. And oftentimes companies may learn about them months or years later, leaving customers in the dark about their exposed data for quite some time.

How Customer Service Can Help

When a data breach does occur, companies must do more than proactively communicate the unfortunate incident to their customers. They must put their best foot forward to ensure their customers know they are not only regretful, but there to help in any way they can. Brands must be available on multiple channels to answer customer inquiries and personally respond to their problems. Forcing customers to jump through hoops to get their questions resolved will only make matters work.

Unfortunately, trust for retail is low, with only 45% of shoppers saying they think their information is safe with a retailer according to Forbes. And after a security breach,12% of customers stop shopping with a brand entirely, while 36% shop less frequently. The way that companies handle security breaches could be the difference between a loyal and forgiving customer and one who leaves forever.

Keeping Customer Data Safe

No company ever intends for a data breach to occur, but having the right tools with the right safeguards is imperative. Beyond providing proactive and personalized omnichannel support, the Kustomer platform includes layers of protection, starting with team policies and procedures, and incorporates continuous monitoring and automation that’s built into the software development life cycle (SDLC).

Don’t give customers a reason to be concerned. At Kustomer, earning and maintaining the trust of our customers is a cornerstone of our business. That trust is why, from the beginning, the Kustomer platform has delivered secure, reliable, continuously available applications, where the privacy of our customers’ data is always protected. It’s also why our engineering teams have spent so much of their time building robust logging, auditing, monitoring, and data encryption capabilities into the platform.

Loyalty is hard to gain, but trust is easy to lose. Let us help you keep it.

To learn more about why Kustomer is the premier CRM platform for trust and safety, request a live demo.


Kustomer Adds Native Satisfaction Measurement

Deliver effortless service and measure performance in one powerful platform.

At Kustomer, we pride ourselves on helping companies deliver support that satisfies customers, builds loyalty, and drives retention. That’s because our customer-centric platform is different from the legacy ticketing systems that create cumbersome and fragmented service experiences. Through a single workspace that unifies customer data, agents are empowered to meet customers’ needs on any channel they use.

And while SLAs and productivity metrics are incredibly valuable when measuring support success, we believe the best indicator comes from customers themselves. Their feedback drives continuous improvement for businesses and their support operations. And while satisfaction measurement solutions can provide powerful insights, they require additional budget, splinter customer data and agent experiences across multiple systems, and fail to account for the varied communication experiences on each particular channel.

That’s why we’re proud to announce the launch of Kustomer Satisfaction—our native tool that measures, tracks, and manages customer satisfaction across all your support channels, directly in the Kustomer platform. With Kustomer, providing effortless service and gaining incredible insight into how your customers feel regarding their interactions exist together in a single platform.

Kustomer Satisfaction is built on the backbone of the Kustomer platform, enhancing your ability to gather feedback and incorporating satisfaction information into the agent workspace, making customer satisfaction or effort highly visible and actionable. Surveys are simple to set up, designed to make survey taking easy and engaging, and optimized for each of your channels to ensure high response rates and confidence in how your team and agents are performing. Go a level deeper in your satisfaction evaluation by targeting and surveying specific customer segments.

Tailor surveys for an optimal experience on each channel.

Each channel is unique, and requires a specific style of communication. Customize Satisfaction questions and survey styles on Chat, Email, SMS and Voice conversations to ensure high response rates anywhere your customers communicate. Chat and Email Satisfaction surveys are built natively in Kustomer, so customers provide feedback directly from the conversation, without interruption.

Collect feedback from whomever you want, whenever you want.

Don’t rely on a single overall score for your entire customer support operation. Segment and survey customers at any time based on any desired criteria (VIP status, lifetime value, products, demographics, etc.), expanding your ability to rate customer experience and providing a more detailed picture of satisfaction.

Analyze your results.

Monitor topline trends, and drill down into results for specific channels, teams, agents and interactions to identify coaching, content, and policy opportunities that will take your support team to the next level.

To learn more about Kustomer Satisfaction, check out our Knowledge Base Article.

Kustomer Achieves SOC 2 Type I Compliance

At Kustomer, earning and maintaining the trust of our customers is paramount. That trust is why we architected the Kustomer platform from the beginning to deliver secure, reliable, continuously available applications, where the privacy of our customers’ data is always protected. It’s also why our engineering teams have spent so much of their time building robust logging, auditing, monitoring, and data encryption capabilities into the platform.

And it is that trust, and our executive team’s fervent belief that security is the responsibility of everyone that is a part of the Kustomer Krew, that has driven our adoption of industry best practices for security controls and processes throughout the many layers of the application environment and software development lifecycle. This has included strict endpoint management, extensive employee security awareness training, and comprehensive vulnerability management with regular 3rd-party penetration testing and code reviews. However, we recognize that doing the work and telling the world is not enough.

That’s why I am proud to announce that Kustomer has achieved SOC 2 Type I compliance. This comes after a highly detailed 3rd-party audit that assessed whether our security program and internal controls are designed and implemented to the AICPA Trust Service Principles and Criteria for System and Organization Control. These include:
– Security
– Availability
– Processing Integrity
– Confidentiality

Our auditors from Linford & Company reviewed Kustomer controls, procedures, and documentation around our security practices and examined security controls in our platform and products. Their final report thoroughly documents how Kustomer safeguards customer data and highlights our completion of the audit with zero exceptions.

This provides independent validation of our commitment to meeting customer requirements and delivering on their trust, by proving we have designed the controls and associated procedures to deliver a secure cloud platform.

Earlier in 2019, we announced our compliance with HIPAA standards and now SOC 2 Type I. Next, we will be pursuing SOC 2 Type II compliance to demonstrate the strength of our controls over time. This work is already well under way.

While each of these compliance standards are critical, and convey our effectiveness at protecting the data of our current and future customers, they are steps in a continuous journey and a reflection of the efforts the entire Kustomer Krew take every day to earn and maintain trust. It is a journey that we take seriously, knowing it has no end, and we are excited to celebrate each significant compliance milestone with the entire Kustomer community. We look forward to the next.

Our complete SOC 2 Type I audit report is available to customers and prospects under NDA upon request.


Jeremy is the Co-Founder and CTO of Kustomer.

 

Kustomer Tech Recap: New Report Export Capabilities, Updates to Chat Conversational Assistant

Kustomer’s product and engineering teams round out June with the release of new reporting capabilities, enhancements to chat and email channels, and more.

Introducing New and Improved Report Exporting

We’ve completely revamped our CSV report export functionality to provide users more control, flexibility, and transparency when creating and exporting reports for one-off analysis.
When exporting CSV reports in Kustomer, users can:

  • Save your past reports to make it easy to quickly update and export reports in the future.
  • View and manage your full report export library, including exports currently in progress, completed exports, and exports drafted, but not yet run.
  • Customize your reports by choosing the object attributes you’d like to include and arrange them by dragging and dropping them in the order you wish them to appear.

See our Knowledge Base Article for more details.
 

Channels:
  • Updated Chat Assistant to allow for unlimited picklist options to be viewed during a Chat conversation.
  • Made email reply-to/from alias list searchable to help manage and leverage a greater number of email aliases directly in the customer timeline.

 

Platform:
  • Improved tracking and reporting of “total time spent” by agents, so admins can now track agent activity based on Kustomer default statuses (available, busy, unavailable, offline) and custom statuses they create.
  • The Kustomer platform now alerts users when they open more than one tab in their browser running Kustomer, in order to limit the potential performance issues that occur when multiple tabs with Kustomer are open at one time.
  • Added ability for admins to set and manage permissions around forwarding Kustomer conversation transcripts to outside email addresses.
  • Created company-based classification in the Kustomer timeline for B2B organizations, which links company details to customer, conversation, and custom object views so B2B users can more easily manage multiple companies in Kustomer and quickly view relevant company details at a glance.

 

Deliver effortless, personalized customer service.

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