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Kustomer Tech Recap: Satisfaction Feature Release, Amazon Connect and Segment Integration Enhancements

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks:

Feature Releases:
  • Satisfaction: Measure, track, and manage customer satisfaction or customer effort across all channels using our native new, flexible survey solution in Kustomer.

 

Integrations:
  • Enhanced Amazon Connect integration to add callback support. Users will now see incoming calls labeled as “Callbacks” so they’re aware a customer still needs to be connected. When a callback is initiate, the conversation will be created with a “callback” subject, and assigned to the agent automatically.
  • Optimized data integration between Kustomer and Segment, enabling organizations to instantly send any customer data from Segment to Kustomer in real-time.

 

Platform:
  • Enabled search editors to set and save default results columns to be used across the organization
  • Updated “Reopen” logic for Queues And Routing where a User’s status will be used to determine if a conversation should be unassigned and re-queued.
  • Added data stream and API reporting functionality to disclose total time spent in custom statuses.
  • Enhanced webhooks capabilities to convert XML payloads to JSON, which grants the ability for XML payload data to be used in creating workflow triggers.
  • Consolidated the design of conversation events to display into a grouped, collapsable row, improving agent conversation UX.
  • Made it easier to see which teams and users have access to non-public searches via the Search Settings page.
  • Added ability to export Conversation Viewed data to report on each time a user views a conversation, including start and end timestamps.
  • Added Queue attribute as an option when exporting Conversation data.
  • Expanded audit log timestamps to specify down to the seconds.
  • Added pagination to workflows list when the total number for an organization exceeds 100.
  • Simplified assignment drop down menus when creating business rules by removing deactivated teams and users.

 

Channels:
  • Added ability to send emails via Gmail integration with attachments larger than 5MB
  • Reduced the time a customer can be unavailable in chat before an agent’s chat response will be automatically sent to both the customer’s chat window and their email.
  • Added ability to toggle Typing Indicators on or off for agents and customers in chat.

 

Mobile SDKs:
  • Latest iOS SDK Release: Version 0.2.1. Recent updates include support for Typing Indicators and Satisfaction capabilities.
  • Latest Android SDK Release: Version 0.2.3. Recent updates include support for Typing Indicators and Satisfaction capabilities.

 

Kustomer Tech Recap: Enhancements to Queues and Routing, Workflows, and More

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks:

Platform
  • Restylized the Queues and Routing user toolbar to better fit the platform.
  • Ensured that when Queues and Routing is active, unassigned snoozed conversations will not be routed until the snoozed status has elapsed.
  • Added ability for workflows to use SLA breaches as triggers, providing immediate and automated escalation.
  • Added ability to deactivate and reactivate Shortcuts.
  • Enhanced business rules capabilities to recognize a search that contains parts of an organization’s email domain.
  • Updated the look and feel of our Login page.
  • Added ability to adjust the relative heights of the agent’s Inbox and Recently Viewed Items in the left-hand side panel.
  • Ensured proper sync of conversation count between individual customer and company timelines.
  • Improved support for default language variants (e.g., US English and UK English or Standard French and Canadian French).
  • Added ability to quickly clear date fields on the insights panel by X’ing them out.
  • Created new type-to-filter ability when selecting the default language in Conversation settings.
  • Improved agent icon display in search results.
  • Made it easier for users to merge customer records by surfacing suggestions based on existing customer information.
Channels
  • Improved support of chat for Internet Explorer 11
  • Streamlined chat assistant prompts to render and display as part of the regular flow of messages within the Conversation view.

 

Doug Jarvis is the Director of Product Marketing at Kustomer.

Kustomer Tech Recap: New SLA and Custom Workflow Rules Capabilities

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks:

Platform
  • Added ability to use custom message attributes when building workflow rules and searches.
  • Added ability to use queue assignments when building SLA rules.
  • Ensured previously-assigned conversations are allocated to an agent’s capacity when they make themselves available.
  • Added exporting of “Conversations Viewed” events data to better understand agents productivity and occupancy within the platform.
  • Added support for Twi language in Global Languages, Snippets, and web chat.
  • Added support for creating Snippets in Belarusian and Kazakh.
Channels
  • Eliminated a customer’s need to refresh the chat window to immediately view a message sent by a Proactive Messaging campaign.
  • Improved syncing of multi-level list options in Conversational Assistant flows, so that options deleted by the admin are removed from selection in the customer view.
  • Improved translation accuracy for the “End Chat” prompt in chat window.
  • Added a new notification for agents when sending a Twitter Direct Message (DM) that is not delivered due to customer privacy settings that block DMs from sources they are not following and have not DMed.
  • Ensured that the unread message count indicator will update properly when a customer leaves their chat window open and idle.

 

Doug Jarvis is the Director of Product Marketing at Kustomer.

Product Updates: Channel Updates, Platform Improvements, and More

Our engineering and product teams have been busy launching new features, improving integrations, and making your top requests a reality. Here are the highlights of what we’ve added to Kustomer over the past few weeks:

Channels
  • Ensured “agent created by” status is always present in all initial outbound chat messages, while maintaining workflows and business rules.
  • Optimized Kustomer Web SDK to now only store one cookie on a website, which helps improve site and chat widget performance.
  • Enabled users to seamlessly toggle between multiple Twitter handles when responding within a single conversation thread.
  • Enhanced Kustomer’s Twilio Co-Pilot integration to now use more than one SMS number.
Platform
  • Created a  new filter to display all notes within a customer’s timeline.
  • Improved accessibility when sorting and selecting results in dropdown fields in Settings searches and Knowledge Base forms. You can now scroll through results using up/down arrows and choose an item from the dropdown using the ‘enter’ keystroke instead of only a mouse click.
  • Streamlined the search functionality in the team section of standard reports by removing the duplicative “Search by Team” option and keeping the more widely used “Filter by Team.”
Mobile SDKs
  • Latest iOS SDK Release: Version 0.1.39. Recent updates include, HIPAA compliance, improved message delivery speed when sending attachments, and support for numbers in chat assistant.
  • Latest Android SDK Release: Version 0.1.33. Recent updates include HIPAA compliance, improved message delivery speed when sending attachments, support for numbers in chat assistant, and updated send button for Android versions 5.0 and below.



Doug Jarvis is the Director of Product Marketing at Kustomer.

Kustomer Adds Native Gmail Integration

Kustomer is the next-generation customer management platform that’s helping people-first companies deliver effortless, consistent, and personalized support through a single customer timeline. By integrating conversations from all communication channels, as well as data from internal and 3rd-party solutions, the timeline presents a complete, fully actionable view of the customer’s experience — not just the issues surrounding their latest ticket.

We’re excited to announce our new native integration with Gmail that makes it easier for companies that have Gmail to manage their email channel on Kustomer. Email was already available for customer communications in the platform, but this new direct integration will help reduce future set up effort, increase administrative control, and ensure compliance with regulatory and certification requirements.

Code free set up

Start sending and receiving emails without developer help. Don’t worry about contacting your Devops team to configure SPF or DKIM records. Rapidly connect and easily authorize Kustomer to access Gmail accounts in two clicks.

Centralize Gmail management

IT administrators control connected Gmail accounts and administrative settings through the GSuite dashboard, ensuring a consistent, enterprise-wide approach to email configuration and support issues, such as bounces and spam filtering.

Maintain Google security and compliance assurances

Our integration with Google ensures that all emails are stored and email traffic stays on Google servers. As a result, Google maintains responsibility for email security, allowing businesses to benefit from their depth of experience and knowledge, industry certifications, and regulatory compliance best practices, such as HIPAA.

Learn more about Kustomer’s native Gmail integration here.

Doug Jarvis is the Director of Product Marketing at Kustomer.

 

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.

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