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
 

Why Companies Are Switching from Ticketing Systems to Kustomer

Ticketing systems have been around for decades. Ticket numbers, formal emails (“don’t reply below this line”), isolated data (“what is your order number?”), have been a part of our lives as customers and customer support professionals. It’s hard to believe a better world is possible. Kustomer, built by industry veterans, was created with a different vision in mind—a customer-centric platform that ties together all the conversations and business information about a customer into a single timeline, together with powerful workflows that enable customer-first companies to execute their customer experience vision. In the past year, a number of customers have successfully migrated from ticket-based solutions to Kustomer. Here are a few items that CX agents and executives who made the switch have highlighted about making the move:

1) From Isolated Tickets to a Single Timeline View of the Customer

How many platforms does your team use to communicate with customers? Is your team in constant need to merge tickets? Because tickets from different channels are often disconnected, it’s easy to run into a customer who is chatting with another agent while you’re in the middle of replying to their email. Or worse, you might reply without knowing that they’re already being helped.

In Kustomer, you can see all the communications with your customer in one place. That means that real omnichannel communication is possible. You can go from emailing with a customer to chatting with them, to calling them on the phone, and see all those records in one conversation. That’s because the customer is the atomic unit of our platform—everything revolves around them.

2) From Disconnected Solutions to Actionable Integrations

How many tabs does your team need to keep open at the same time? When your customer support platform is disconnected from the rest of your platforms, agents need to keep copying and pasting customers’ email addresses into your admin systems to get even basic information about the history of their interactions with your company—past orders, delivery status, etc. Kustomer pulls data from all your platforms and tools and arranges it in a way that makes sense for your business.

With Kustomer’s single timeline view, the customer is the focal point, not individual conversations. Not only does Kustomer merge every interaction into the same conversation automatically, it also integrates with your other systems—like Shopify or JIRA, just to name a few. That means you can see when orders are dispatched and delivered, or previous items that customers have added to their carts or subscribed to on your site. All of this is displayed in that same timeline, so you have a deeper context whenever they reach out. Everything is completely customizable, so it’s easy to create a view that empowers your team to tackle your specific business challenges.

With this level of integration, tasks like returns or reimbursements can be completely automated (as we’ll discuss in the next section). No matter if your business is pizza, shoes, or software, Kustomer can be customized to show your agents everything they need to know in a single window. Orders, shipping info, product or version number, buyer and seller information, and social interactions can all appear beside each customer in bespoke “K Objects”. This makes it easy for agents to get the whole picture and take the next best action, or communicate with the right parties while staying on one platform.

3) From Repetitive Tasks to Intuitive Automation

Kustomer makes it easy to automate commonly-used workflows so that your agents can focus on connecting with customers rather than rote tasks. Don’t be limited by basic workflow functionality that won’t simplify your agents’ day-to-day work. Now you can define intelligent, branched workflows and reports encompassing all customer-related systems in your business.

Because Kustomer integrates with your other platforms, it’s way more powerful than just showing your customer history—it allows you to act on it. These branched, multi-step workflows make it easy to efficiently scale your team and automate simple tasks. Sending instant follow-up emails or processing a return is now only a click away and no longer has to take your agents’ attention away from the customer.

4) From Reactive Support to a Proactive Experience

Proactive service solves for what your customers need. That means it may be something they haven’t even asked for, like a faster delivery to avoid an incoming storm that might cause delays. It’s one of the best ways to build stronger relationships and deliver meaningful experiences. Ticketing systems are inherently reactive, as agents only respond when customers have a problem or a question. Because Kustomer keeps all of your customer information in one place, you can create granular searches for customers around specific behaviors or qualities, all on the same platform. That means your service isn’t just efficient—it’s smart.

If you want to build customer loyalty, you can search for customers that may have bought a product that could give them an issue, then send them all a message proactively. Let’s say your new mascara is mislabeled as “Vegan”—you can look up all the customers who have preordered it, then send them an email letting them know the mistake and offering a free refund or exchange if they don’t want it—all before their orders have arrived. Or if there’s going to be a storm that affects customers in a certain geographic area, you can notify all the customers with orders going to that region with a list of options before their shipment is delayed. With all your customers’ information in one place, it’s easier to surprise and delight them than ever.

When you combine this robust search capability with automated workflows, intelligent and proactive outreach can become a reality.

By putting all the information about your customers in a single view and making it easier than ever to act on it, Kustomer is winning over companies across industries. To try our powerful platform for yourself, schedule your demo today.

Deliver effortless, personalized customer service.

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