Introducing Advanced Data Permissioning To Reduce Agent Workspace Clutter

Introducing Advanced Data Permissioning To Improve Agent Dashboards and Guard Privacy TW

Having all of your customer data in one place is extremely powerful. A holistic customer view can improve the first-contact experience, enable personalized and speedy service, power proactive customer support, and reduce handle times. While having all your customer data at your fingertips can be empowering, information overload can be overwhelming.

Have you ever had a situation where one of your agents saw information they shouldn’t have? Maybe someone edited a data field they shouldn’t be able to change. Have more confidence in your data. Permissioning enables greater data security and integrity.

Now, with the introduction of field level permissions, Kustomer offers a more tailored agent timeline.

Separate Team and/or Business Unit Data

Keep customer data for all your brands in one place, and display only relevant information to agents. Configure agent views as appropriate for your business. Kustomer’s customization adapts to customer support teams that are centralized or specialized. Measure and grow customer lifetime value (CLV) across products. Support cross-sell and co-marketing efforts between your brands.

Improve Agent Efficiency and Customer Satisfaction

With field level permissions, you can control data accessibility for specific fields. This means that your billing team or fulfillment team only sees information relevant to their role. Focused views drive down average handle times so your team can help even more customers.

Secure Your Customer Data

Kustomer’s commitment to data security is demonstrated by our SOC 2 Level II certification and HIPAA compliance. Restrict data access at the field level to mitigate risk and de-risk systems for greater compliance. This is essential for clients with highly private personal information in industries such as financial services and healthcare. Limit write access, but permit read access to guard data integrity while maintaining accessibility. This can also be used to support

Intuitive Design for Easy Data Permission Controls

Putting this functionality in the hands of our users gives administrators greater control of their customer data in real-time. Navigate seamlessly between permissioning for objects and fields. Kustomer’s smart settings ensure users don’t create contradictory rules such as granting Write but not Read access. These controls allow you to connect all of your user data to Kustomer’s systems, knowing that you supervise user access.

This next step in Kustomer’s data permissioning model provides enterprise corporations with the controls they need. Learn more about how Kustomer can help your team here.

 

Kustomer Named Fastest Growing SaaS Company of 2020

Kustomer Named Fastest Growing SaaS Company of 2020 as YoY Growth Reached 235% TW

Kustomer is recognized for its unique approach to modernizing customer experiences in multiple industries as the company experiences unprecedented growth, top ratings, and executive team expansion.

New York, NY – August 11, 2020Kustomer, the top-rated CRM for modern customer experiences, announced today that it has been recognized as one of the Fastest Growing SaaS companies of 2020 by SaaS Magazine. This award comes as the company more than doubled annual growth, receiving industry recognition as the CRM of choice for businesses to deliver more effective and efficient customer service. To address growing demand while consistently delivering exceptional value, Kustomer also announces that Blaga Lund, an innovator in the use of data science, has joined the team as Vice President of Engineering.

“Our momentum is the result of a relentless focus on improving the customer journey and enabling the types of customer experiences brands require and customers demand today,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. “Strong revenue growth, expansion across a range of verticals, and consistently high customer reviews, demonstrate the universal value of a modern CRM that eliminates tickets and overhead that get in the way of lasting customer relationships.”

As part of this sustained company momentum, Kustomer has achieved these major milestones:

Exceptional Business Performance: Driven by the move to digital-only experiences, changing consumer behavior, and demand for omnichannel service, businesses in many industries have turned to Kustomer in record numbers. The company tripled the number of consumers helped within the platform, while more than doubling annual revenue and new customer growth.

Industry Recognition and Awards: In addition to making SaaS Mag’s list of fastest-growing SaaS companies, Kustomer was named to the Gartner Magic Quadrant for the CRM Customer Engagement Center and received the Stevie Award For The Most Innovative Tech Company of the Year – Up to 2,500 Employees. Kustomer was also recognized by the 2020 SaaS Awards for Best Customer Service or CRM.

Industry-Leading Product Ratings: Kustomer outperformed Zendesk, Salesforce Service Cloud, and Intercom in verified G2 customer reviews on almost every criteria. Kustomer received top scores for user adoption, user satisfaction, momentum and leadership (average score 4.4 across 140 reviews.

Rapid Product Innovation: Kustomer continues rapid innovation with new expansion of KustomerIQ, the AI engine embedded across the company’s CRM platform. In addition, Kustomer acquired Reply.ai, a customer service automation company that leverages AI and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Lastly, Kustomer continues to build out it’s industry leading customer relationship management capabilities to give brands a full 360-view of their customers.

New Engineering Leadership: Blaga Lund, an accomplished machine learning and AI engineering leader, joins Kustomer’s executive team as Vice President of Engineering. Ms. Lund has been a pioneer in the application of data science in addressing customer needs with more than a decade of experience leading engineering teams.

“As customer needs transform, there is an urgency for brands to deliver a smart and seamless customer experience across multiple channels,” added Birnbaum. “By empowering agents to deliver efficient and effective customer service through our AI-powered CRM, we are helping companies manage the quantity and quality of customer service requests while successfully navigating ever-changing market conditions.”


About Kustomer
Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Powered by AI-powered automation, Kustomer scales to meet the needs of contact centers and businesses, 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 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 Is Excited to Make Its Debut on the CRM Customer Engagement Gartner Magic Quadrant

Kustomer Is Excited to Make Its Debut on the CRM Customer Engagement Gartner Magic Quadrant TW

Last week, the research and advisory firm Gartner published the CRM Customer Engagement Magic Quadrant and Kustomer was announced as a new entrant. The leadership team here at Kustomer couldn’t be more excited. Gaining entrance into this Magic Quadrant is a huge accomplishment and recognizes all of the hard work that the Kustomer team has put into making a stellar product since our inception in 2017. This debut underscores Kustomer’s important role in the space, as we continue paving the way for the next generation of customer service CRM, driving intelligent and scalable experiences.

This is Gartner’s third installment of the CRM Customer Engagement Magic Quadrant, which is defined as: “The market for software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice.”

Each year, Gartner analyzes the market and reviews the most relevant providers and their products and services, placing no more than the top 20 leading vendors in the Magic Quadrant. The process is fairly grueling as Gartner goes in-depth on criteria such as:

Market Presence and Momentum

This category covers vendor market recognition and company growth, and includes areas such as:

  • References: Minimum of 15 references have to be provided that cover an array of clients from different geographical locations.
  • Functional Breadth: Gartner reviews each vendor across seven categories of functionality such as real-time intelligence, automation of engagement, and case management.
  • Market Awareness: Each vendor has to be a recognized player in the industry as demonstrated by potential clients shortlisting them or having a meaningful presence at industry leading events.

Ability to Execute

This category covers vendor product depth as well as financial health and ability to execute a go-to-market strategy across areas such as:

  • Product/Service: Eleven critical capabilities are analyzed here such as case management, digital engagement and usability.
  • Overall Viability: Vendors are examined on their overall financial health and their ability to demonstrate continued investment in the product.
  • Sales Execution/Pricing: Vendors are reviewed on their ability in a variety of go-to-market activities.

Completeness of Vision

This category covers vendors market understanding, ability to innovate, and their geographic strength across areas such as:

  • Market Understanding: Vendors are assessed on how well they understand customer needs and are able to translate those into product functionality.
  • Offering (Product) Strategy: This examines how a vendor approaches product development with an emphasis toward differentiation, functionality and methodology.
  • Innovation: This reviews the vendor’s innovation practices and their ability to be preemptive in pushing away new market entrants.

After evaluating Kustomer across these categories, analysts at Gartner noted, “Kustomer provides a modern customer service platform, connecting interactions and platform-based events. B2C organizations looking to move away from traditional customer service tickets and case management in favor of more first contact resolutions should consider Kustomer. Reference customers indicated that Kustomer delivers on the fundamental essentials with a high degree of reliability and usability.”

Kustomer’s strongest assets highlighted in the Magic Quadrant were:

  • Conversations: Companies looking to move from a case management-only system to a 360-degree view of the customer with conversations at the center.
  • Modernization: Modern platform connecting to many external systems.
  • Reliable and usable: A system with a high degree of reliability.

Kustomer is thrilled to be included in the latest CRM Customer Engagement Magic Quadrant. Says Kustomer CEO Brad Birnbaum, “Kustomer is a modern CRM for customer service, focused on the customer to follow their entire service journey and optimize every experience. The next generation of customer service CRM does more than just manage support conversations. Kustomer is a company’s single record of customer truth, managing and contextualizing data to drive smarter processes that scale your business, not your headcount. We are honored to make our debut in the Magic Quadrant and be recognized by Gartner for our innovative approach to customer service CRM.”

The full report with in-depth findings can be found here.

 

Kustomer Recognized in the June 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center

Kustomer Recognized in the June 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center TW

Evaluation based on ability to execute and for completeness of vision

New York, NY – June 11, 2020 — Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announces today that it has been named in Gartner’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published on June 4, 2020 by the research and advisory firm. This is the first time that Kustomer has been recognized in the report and we believe this recognition underscores the company’s important role in the space, where they are paving the way for the next generation of customer service CRM, driving intelligent and scalable experiences. Vendors in the report were evaluated on seven ability to execute criteria and eight completeness of vision criteria.

According to the report, “consolidation of customer service functionality is redefining the CRM CEC. Artificial intelligence and increased investment in digital engagement are top priorities on vendors’ roadmaps. We researched 16 vendors to help application leaders navigate this increasingly complex landscape.”

Further, “the current reshaping of the customer engagement center (CEC) market is characteristic of the consolidation of the customer service technology market. Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service to their customers. The ability to orchestrate customer requests with assisted service, as well as with self-service, is one of the four pillars of great customer service within a leading customer service and support operation. The four pillars of great customer service are: getting connected, process orchestration, resource management, analytics and insights.”

“Kustomer is a modern CRM for customer service, focused on the customer to follow their entire service journey and optimize every experience. The next generation of customer service CRM does more than just manage support conversations. Kustomer is a company’s single record of customer truth, managing and contextualizing data to drive smarter processes that scale your business, not your headcount,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “We are honored to be named in the Magic Quadrant for the CRM Customer Engagement Center and to be recognized by Gartner.”

Gartner “Magic Quadrant for the CRM Customer Engagement Center,” Brian Manusama, Nadine LeBlanc, 4 June 2020

Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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.

 

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
 

Predict Customer Needs with Kustomer IQ

 

Save your team time and money with AI for Customer Service

Customer service teams are being asked to do way more with much less, and here at Kustomer we want to ensure that your team has all the tools to be as efficient and effective as possible. It’s impossible for teams to achieve this without eliminating manual, time-consuming work, like sifting through queues, escalating issues, or processing transactions.

Identifying the intent of every conversation might be step one in a service interaction, but automating this process transforms how you operationalize support, driving efficient customer service that keeps customers and agents happy.

 

 

Intent Identification, the newest and most powerful feature of Kustomer IQ, analyzes and classifies inbound conversations, and uses those new attributes to trigger process automation that takes work off your team’s plate. In other words, machine learning analyzes your historical data to predict a customer’s intent for contacting customer service. It can also tag spam conversations, as well as automatically flag urgent conversations that need to be prioritized.

Here’s how it works.


  • STEP ONE: First, users select what they want to predict.
  • STEP TWO: Once you select what you want to predict, the tool checks to see if there is enough data that can be used to accurately make a prediction.
  • STEP THREE: If everything checks out, the system is trained to detect specific language in messages.
  • STEP FOUR: Users review the model for expected accuracy.
  • STEP FIVE: Once the training is complete, the model is ready for use and deployed. Intent Identification will tag inbound messages which can then trigger process automation.

Emily Marcogliese, Head of Customer Service from our partner at thredUp recently shared, “Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort.”

Intent Identification in action.

Once conversations are analyzed and classified, Intent Identification can unlock powerful automation. Here are a few of the ways it can be put into action:

  • Automate Rules: Our rules engines can automate any process, like escalating unhappy customers to more knowledgeable teams, or execute transactional interactions like refunds, returns or status updates.
  • Route Conversations: Instantly and accurately route conversations to specialized teams based on how you classify customer outreach, such as by contact reason or product line.
  • Send Auto-Responses: Responses to your most common questions can be automated, freeing up valuable time and energy.

Read more about Intent Identification in our Help Center, and check out our pricing page to view our Kustomer IQ packages.

 

Kustomer Launches Kustomer IQ, Leveraging Intelligence Throughout Its Customer Service Platform

Kustomer IQ leverages advanced artificial intelligence to help agents more efficiently analyze and take action on customer requests. Machine learning models are deployed to allow support experiences to be more rapid and accurate.

NEW YORK, April 15, 2020 /PRNewswire/ — Kustomer, the SaaS platform reimagining enterprise customer service, announced the broad rollout of Kustomer IQ, its artificial intelligence engine embedded across the Kustomer CRM platform. Kustomer IQ is empowering companies to do more with less, and operate as efficiently as possible in the face of a reduction of resources. The solution leverages the power of machine learning to get to the root of customer needs, helping achieve effective customer experiences by eliminating manual guesswork and arming agents with the tools and insights that drive results across responses, routing, and analytics. Kustomer IQ also offers customer deflection tools across web, chat, and email channels, which automate the communication of initial and routine customer inquiries.

“Kustomer IQ delivers quicker and more accurate results to customer service inquiries by leveraging sophisticated machine learning models. Our intelligence tools help companies efficiently automate and scale communication without compromising accuracy, whether it’s routing inbound requests to the right team or measuring a customer’s sentiment,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “This increase in speed and overall quality experiences translates into more satisfied and loyal customers, which every business needs right now.”

With Kustomer IQ, companies can access AI-powered tools to contextualize every conversation and leverage that data to save valuable agent time for more meaningful and essential customer service. Its highly accurate machine learning models are easily trained with a few simple clicks allowing any company to harness the power of modern AI.

“Kustomer IQ has had a tremendous impact on my team’s efficiency. Machine learning instantly identifies the purpose of every inbound conversation, then intelligently routes each customer to a specific team based on their contact reason, such as orders, returns, or clean out. Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort,” says Emily Marcogliese, Head of Customer Service at ThredUp.

Kustomer IQ includes new features such as:

  • Automated Self-Service: Native omnichannel deflection capabilities provide relevant and accurate content to customers from an organization’s Knowledge Base prior to agent intervention.
  • Intent Identification: Machine learning analyzes and classifies inbound conversations, triggering smarter processes that expedite customer experiences.
  • Agent Recommendations: Machine learning analyzes customer messages and suggests relevant help articles and policy content to resolve issues faster.
  • Global Language Detection: Featuring natural language processing and powered by Amazon Comprehend, language detection helps companies deliver consistent experiences to all customers.
  • Sentiment Analysis: Machine learning analyzes messages and recognizes exactly how customers are feeling, assigning a sentiment score to help agents mirror emotions, and calm frustrations.
  • NLP (Natural Language Processing) Chatbot (coming soon): By leveraging NLP and the advanced CRM data model in the Kustomer platform, its chatbot will be able to offer automated information gathering and human-like levels of customer service to company conversations

Kustomer IQ is being offered in three tiers: Kustomer IQ Lite, Kustomer IQ and Kustomer IQ+. Kustomer IQ includes all of the features above, enabling companies to provide more efficient experiences through sophisticated automation and accurate predictive insights. Kustomer IQ+, coming soon, will provide end-customers a new way to interact with brands, featuring an AI-powered chatbot functionality. The chatbot will be capable of conducting two-way dialogue via live chat and be able to recognize customers based on custom object data, helping brands accurately deflect inquiries around orders, shipping and tracking.

To provide all customers with powerful AI capabilities, Kustomer has included a complimentary Lite version of Kustomer IQ as part of their existing pricing plans. Kustomer IQ Lite includes global language detection and sentiment analysis, so all customers can provide empathetic service and support around the world.

“We’re proud to announce Kustomer IQ Lite includes automated self-service, so all companies can take advantage of deflection and conversational assistant support capabilities,” adds Birnbaum. “Now, more than ever, when companies are struggling to do more with less, we believe that deflection will serve as an added leg up in delivering an exceptional support experience. We are committed to our client’s success and are proud to offer the enhanced AI capabilities that we believe are crucial.”

For more information about Kustomer, visit www.kustomer.com

About Kustomer
Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $173M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

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

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