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.
The Marketplace model is exploding in eCommerce, so much so that it’s taking over entire industries. By 2025, it is estimated that Marketplace companies could account for $335 billion of revenue globally. If you’ve used Lyft, ordered from Amazon, gotten a late night snack through Seamless, or stayed in an AirBnB, you’ve participated in a Marketplace transaction.
With the Marketplace model comes unique challenges. Managing a Marketplace business where you don’t own all the pieces increases the complexity of delivering support. Imagine a Marketplace that connects boutique shop owners with customers around the world. If a shipment goes missing, who owns that mistake? Who does the customer communicate with? Who ultimately fixes the problem and makes sure the customer walks away happy?
Successful Marketplaces know that a great Customer Experience isn’t just about delivering a product. Everything comes down to supply and demand. To really succeed, you need strong relationships with both buyers and sellers. The best Marketplaces elevate everyone’s experience. The necessity of managing so many relationships adds to the complexity of delivering great support in a Marketplace environment.
The Complexity of Marketplace Support
Most support solutions are designed for 1-1 interactions. Traditionally, companies focused only on the relationship with the end customer. For Marketplaces, there’s more to it. You have the Marketplace team talking to their vendors, who are talking to their customers, who are also talking to the Marketplace—all with their own workflows.
Slice, a Marketplace for pizza, has experienced this challenge firsthand. Pizza shops want to know when their customers complain. Slice Customer Support handles complaints from both the hungry customers and the pizza shops. Cody, Director of Product at Slice, says “We have to interface with many restaurants, who all have different workflows that we need to accommodate. Our team wants to provide service that allows them to run their business better, not just answer their questions.”
Our tools often shape the way we work, but most tools aren’t built for this. Most systems aren’t designed to support so many complex relationships and that can contribute to a poor end-user experience.
Ultimately, managing the Marketplace means ensuring a consistent experience for the end customer. All the complexity behind the scenes shouldn’t make it more complex for the customer to get problems resolved. Customers shouldn’t need to know how your business works, in order to do business with you.
Building Relationships, Not Transactions
Multiple relationships mean a complex data model. A simple transaction like a return or exchange means communicating with a multitude of systems, many that might not even be owned by your company. From package tracking to conversation management to inventory updates—support teams are on the hook for a ton of moving parts. And they have to search for the correct information across these many disconnected systems.
Usually resolving an end customer concern means logging into several point solutions. Support team members will look up shipping numbers in one tab, confirm inventory in another, all while reading customer conversations in another help desk screen. Support teams are overloaded with transactional systems, instead of focused on relationships.
Relationships are built on a shared history. Knowing the past experiences of buyers and sellers means that support teams can provide proactive, helpful advice. Getting this data into one place empowers support teams to build stronger relationships with both vendors and purchasers.
We need to focus our data models around the one thing every transaction has in common—the end customer.
To visualize what this data model looks like, imagine pulling up a support conversation with an AirBnB customer in your help desk. If you’re only looking at the customer’s history, you’d see their past reservations. That’s helpful! But you’re missing part of the picture—you also need to view past host bookings to see if there’s a history of issues there. Only by connecting to both the buyer and seller can you truly understand the source of the issue.
Supporting Multiple Stakeholders
When supporting a Marketplace, there’s so many stakeholders involved, both inside and outside the organization. Vendors want to know customer concerns, Marketplace support teams want to improve their own service and product teams want insights to improve too. Like Slice, all businesses want to provide value to their vendors.
Thinking beyond the individual conversations with customers, you need a data model that delivers insight on both buyer and supplier behavior. Lyft drivers want to know what riders say about their experience. They also want to know where the most profitable ride requests come from, and how many riders they can expect to serve in a day. The Lyft product team wants to know what tasks trip-up customers when booking. And the support team wants to know when things go wrong so they can staff their contact center effectively.
That’s a lot of information to sort through and deliver to the various stakeholders—but there are even more valuable insights to glean if you’re able to identify issues early on.
With a platform that’s designed to help businesses unlock the data that’s being collected in support conversations and build better workflows around them, you can do more. If your platform operates on a flexible data model like Kustomer, even unconventional businesses like a pizza marketplace can fit the tool to their needs.
Finding Business Value in Your Platform
Businesses can struggle with balancing the individual needs of a customer with their strategy for the entire company. Traditional help desks aren’t helpful. They let you export raw data, but aren’t set up to serve up insights for the business.
Using a customer experience platform will help you serve up insights from customer conversations to the major stakeholders without the need to hire a data scientist.
Showing Internal Teams the Value of Support
How many teams wish they could talk to customers all day long? Marketing, product, and executives all want to know more about how customers think and the problems they have. But often, that valuable information is locked up in Customer Support conversations. Getting that data out of your service platform in a usable format and into the hands of internal teams is often an impossibility.
If you can highlight trends in customer contacts, focus on your neediest vendors, and illuminate your biggest areas of opportunity—all from the customer conversations you’re already having—then you’ll be able to share this valuable insight with relevant stakeholders across the organization.
Building Stronger Relationships with External Partners
Companies are successful when their customers are. Using a support platform with a flexible data model means you can pull insights from your partner’s perspective. Independent vendors often don’t have the big business tools to gather their own business intelligence.
That’s where a great Marketplace support team comes in. Being able to analyze customer trends and serve up insights for their business means building a stronger relationship. Your support platform shouldn’t just provide value to you—it should provide value for your partners too.
Highlighting Opportunities For Business Intelligence
The best tools help you grow. If you’re thinking of your help desk as just an email inbox, you’re missing opportunities for growth.
Pulling out service trends, customer questions and feedback can highlight new markets to expand into. Combining this with other data can help superpower your growth machine.
A Platform for Marketplaces
Supporting customers in a Marketplace environment is a tough gig. But tools are improving to help support teams be more effective in building relationships. Using a support platform with a flexible data model means that your workflow (however complex) doesn’t need to compromise.
If you’re working with multiple stakeholders, you need software that makes complicated relationships simple. Take a test run of Kustomer and see how we can help you manage your Marketplace.
Our top picks for the CX obsessed to check out in Palm Springs.
We’re now just two weeks away from kicking off eTail West in Palm Springs! With so many ways to spend your time, Kustomer wants to suggest a few panels that you shouldn’t miss when it comes to customer experience. Take a look:
1. Tuesday, February 27 — Panel Remix: Tracking Your Customers: The Jump From Online To Offline featuring: Bonobos, Sugarfina, Walgreens
Understanding the customer journey is crucial to growing your business in today’s (over)connected world. This mix of D2C and retail brands are well-placed to deliver a first class primer on retail success.
2. Tuesday, February 27 — Panel Remix: Going Beyond Omnichannel, Moving Towards A One Customer, Unified Commerce Mentality featuring: Chico’s, Benefit Cosmetics, Bombas
Omnichannel is hard enough to achieve, but to capture real success in the market, you need to do even better. Getting a single view of the customer is key, and this talk will help inspire you to bust down the walls between channels and take a universal approach.
3. Wednesday, February 28 — Keynote Panel: Footprinting Retail Experiences Of The Future featuring: The RealReal, Shinola, Zappos
What will the future hold for retail? It’s a question on all of our minds, but this lineup is well-positioned to actually give an answer. Diving into current and experimental experiences, this is a forward-looking glimpse at the future of turning interactions into transactions.
4. Wednesday, February 28 — User Experience Optimization at Modcloth
This fireside chat is a great chance to learn firsthand how a modern, D2C company is outpacing the competition by improving user experience and driving mobile conversion. Want to increase your customers’ speed to purchase and give them a satisfying experience? Who doesn’t!
5. Wednesday, February 28 — Building Your Online Community And Keeping Them Loyalfeaturing: Chubbies
Get your seats early for this one — if you’ve never heard the bombastic CEO of beloved shorts and swim trunks brand Chubbies, you’re in for a treat. Learn how one of our customers turns ordinary shoppers into fans, advocates, and influencers with their incredible experiences and compelling brand story.
6. Thursday, February 1 — Keynote Disruption Panel Remix: Start-Ups: Started From The Bottom (Now They’re Here) featuring: Parachute Home, Cuyana, Farmstead
Making a mark on the competitive ecommerce landscape is hard, but these brands make it look easy. Check out this exciting conversation between fast-growing startups that redefine the meaning of hustle. We’ll be listening extra closely what D2C women’s premium fashion and accessories company Cuyana (one of our customers) has to say, and their inspiring story of delivering better basics while giving back.
We’re looking forward to a great week of conversation and connections! Kustomer will be hosting lunches, dinner, and events all week.
It’s a new year, and that means New Year’s resolutions. Many will be hitting the gym, and just as many will be paying closer attention to their diet in an attempt to meet their fitness ambitions. Chances are more than a few will be turning to Kettlebell Kitchen to help stick to their resolve. Kettlebell Kitchen is a leading healthy food delivery service, offering freshly-prepared meals that meet customers’ dietary needs and fitness goals, no matter how strict. Whether you’re looking to bulk up, lose weight, or are strictly vegetarian or paleo, Kettlebell Kitchen has plans for pretty much any lifestyle. Simply enter your current and goal weight, personal fitness info, and preferences, and Kettlebell offers you an automatic dietician-approved meal plan. Your healthy aspiration just got that much closer to becoming reality.
We spoke with Menachem Katz, Kettlebell’s Director of Operations, about how Kettlebell is working to deliver real results for their goal-oriented customers.
“We all have food for goals — to lose weight, to build muscle. Our food is designed to help you achieve it. Every meal comes with low and high carb versions, plus meal planning using an algorithm that creates a custom plan based around your information and needs.”
This is a key differentiator in a year where a lot of food delivery companies are struggling. Blue Apron, the incumbent in the space, has seen share prices plummet and user numbers shrink after cutting marketing budgets and opening a struggling fulfillment center in New Jersey. But Kettlebell’s fitness-focused offering is finding traction — they’re currently operating in 14 states, recently bringing their service to the midwest, and currently have over 900 pickup locations nationwide.
“The most important part of our business is the product.” says Katz, “Improving service helps to keep those customers — but people are more interested in whether the food tastes great.”
The majority of customers contact Kettlebell over the phone and email. With Kustomer, they can pull all of these touches into a single stream.
“It’s very user friendly, and the integration with Aircall works really well for us. It didn’t work at all with our previous service platform.”
Kettlebell are looking forward to streamlining and syncing up their customer experience with every other part of the business to create a holistic view of the customer.
“We are working on the connection between Kustomer, our API, and our back office. Our customers are being split between different cities, routes, gyms, and if a vehicle breaks during delivery and a customer is complaining about a delay, I want to know what’s going on with the other customers on that route. It’s a gap between doing things the way we are now and what we are looking to do. Once we have this integration, we will be able to start building segments — even around who ordered which specific chicken dish on a certain day. That will be amazing.”
Connecting this experience is going to be crucial for Kettlebell Kitchen as they continue to scale. They’ll be building a kitchen in Louisiana and California in the coming months, ramping up to nationwide delivery by end of next year.
“We’re just trying to give the customer whatever we can give them, and keep them as happy as possible.”
The food prep and delivery space remains hotly contested, but a focus on delivering real, measurable progress on customers’ health goals, mixed with a healthy measure of good CX, is keeping Kettlebell in fighting shape as they bring nutritious meals to gyms and homes across the US.
The parking industry, like many other industries, is experiencing rapid change through innovation. But innovation alone will not assure success for any player in the space. In my opinion, exceptional customer support is the key. In the year that I’ve been at ParkWhiz, we have experienced immense growth, which is significantly attributed to our focus on the customer.
ParkWhiz provides superior, all-encompassing customer experiences. We listen closely to the feedback our customers provide and ensure that we go the extra mile for everyone who takes the time to interact with us. Since we truly value our customer’s time and input, our goal for each interaction is to exceed their expectations. One way we are able to do this is by providing personalized answers. Each time a customer reaches out to us, we leverage the activity feed and objects within the Kustomer timeline to quickly gain information on purchase history, favorite locations, and previous interactions with our team. Having robust information on each customer’s experience with our product in one place allows us to quickly provide tailored answers, which demonstrates our commitment to solving each unique inquiry with the first reply.
The customer timeline also provides us opportunities to provide proactive support. For example, if we are assisting a customer who has a historical pattern of purchasing parking in Washington DC, but has just booked parking in NYC for the first time, it presents an opportunity for us to provide helpful insight about the nuances of Manhattan parking. By offering a few additional tips and tricks we are able to reduce a future interaction that pertains to the differences in markets. Since we made our transition to Kustomer, it has been extremely refreshing to have migrated from a ticket-based world, where questions would come in and our team would just solve the ticket in front of them in a somewhat siloed view, now to a world where our agents are now focused more on “finding the best way to assist this particular customer”.
Another priority for our CX team is to be available for our customers when and where they need us. Customers often use the channel that is most convenient for them at the moment, which is why we offer multiple communication channels, including text, email, phone, and social media support. Kustomer makes it simple for us to manage this mix of channels because everything is built natively into the system. Whereas previously, our communication channels were all housed in different platforms, which meant we were constantly challenged to sync data across platforms.
Kustomer’s omnichannel support integrates all of our data into one place and enables our team to partake in continuous conversations over multiple channels. Our reps will often start conversations with customers on the phone, then pivot to text or email based on the situation. A customer can easily send a text or email to us to provide additional context while speaking with a CX rep on the phone. This new information quickly shows up in the customer timeline, enabling us to continue providing seamless service without having to hunt around for another ticket in the queue and trying and match it up with the original phone call.
The impact of providing real-time, dynamic customer support has been extremely significant on our business. Our retention rate for customers who interact with our CX team is actually 2 to 3 percentage points higher than the average retention rate for our entire user base. We have also found a strong correlation between customers who were “Very satisfied” with their customer experience and their actions to promote ParkWhiz within their circle of family and close friends.
Switching to Kustomer has enabled us to provide support that truly differentiates ParkWhiz. As the mobility industry continues down the path toward connected and autonomous cars, ParkWhiz is a chief architect in how parking fits into the transportation ecosystem. We are combining our tech innovation with our superior user experience, proactive support, and internal efficiency. With all these parts in play, our path to success becomes much more defined.
About the Author: Ryan Kern leads operations at Parkwhiz, whose mission is to free you from the hassles of everyday travel. ParkWhiz makes it faster and easier for you to find the perfect parking space so that you can focus on your destination, rather than on the logistics of getting there. Ryan studied operations management at the University of Chicago Booth School of Business and has helped drive awesome customer experiences at ParkWhiz since September of 2016.
By Laura Gramlich, Customer Experience Manager, DSTLD
Winter is coming: it’s a phrase you may have heard before in a popular show. In the retail industry, Winter is a symbol of great opportunity, and also of great stress, because it represents the holiday rush of just 6 weeks that makes up 30% of our annual sales. This means that we have to be ready to scale everything about our business. Before I describe how DSTLD prepares for winter, I’ll tell you a bit about what we do. DSTLD is a direct-to-consumer ecommerce company. We sell premium denim and essentials without the retail markup and offer a high-quality offering it to you at ⅓ of the typical retail price. DSTLD focuses on simple design and superior quality. Our founders have always valued a top-quality product and customer experience over the name of the label stitched on their clothes.
At DSTLD, we prepare for a great experience during the holiday season by setting a high bar for our regular operations. Customer experience plays a large role at DSTLD and was an important factor when the founders were creating the company. We are customer first. That means making things seamless and easy for our customers. Our customer service department plays a huge role, because at the end of the day if we didn’t have our customers, we wouldn’t have a business.
One of the ways we practice to scale during the holidays is to use the concept of “all-company support.” Everyone in our company — from the founders to our finance department — have been trained to use our tools and support our customers in a friendly, individualized way. As with any ecommerce company, there will always be issues out of our realm of control with customer’s orders, including deliveries to the wrong address, missing packages, or delays in delivery, and at the end of the day we aim to deliver an incredible customer experience, no matter what issues arise.
For example, one of the highest rates of drop-off for an ecommerce site occurs when a customer has issues prior to and at checkout. After launching chat on our site, we were able to respond immediately to our customers and provide great customer service. Just being able to answer our customer’s questions through live chat resulted in higher sales and a higher conversion rate at checkout. But pre-sale support is just one aspect of the customer journey. And as we get closer to the holiday demand, making sure we get a complete view into our customer’s journey is important. We have many different touch points with our customers, and making sure each one delivers a positive experience is key to our success as a company.
During the brief holiday season, we see a rise in increased demand and also in customer service requests. We use a structured framework to organize our response to each type of issue, which helps us manage the customer journey from beginning to end. For example, a common issue is a delivery being delayed due to a snowstorm. We start by identifying customers who may be affected by using Kustomer, our CRM platform for customer experience. Using Kustomer, we create a search of customers, identify who might be affected, prioritize our outreach based on different customer segments, and then reach out to those who have been affected. To improve our consistency and speed up our outreach, we send a bulk message to our customers in their preferred channel of text or email, notifying them of the delay.
But it doesn’t stop there. We believe that individualized customer service is a competitive differentiator. To scale this effort across many customer segments, we use Kustomer to create automated customer journey workflows that identify common issues and make it easy to respond quickly. Then, we follow up with personalized customer service.
Here’s how it works for a typical customer. For example, if a customer orders a specific holiday gift and that shipment is unavoidably delayed due to a snowstorm, we know that regular solutions like a refund or discount code will not cut it. Our customer wants that item and doesn’t want to go through the hassle of last minute holiday shopping. We want our customers to be happy and we will do everything in our power to make sure that they have a great customer experience even when issues arise.
In this scenario we would send a new shipment of that item using our integrated access to our Spree ecommerce solution to expedite the new shipment and make sure it arrives on time. Once we get a delivery confirmation, we will reach out to our customer and make sure that they are happy. This costs us a bit more for the individual customer who has an issue, but also creates a customer for life.
Another way we prepare to scale our typical high-touch customer experience is through operation and system updates during the slow seasons. Our main focus is to speed up processes both within our Admin system and our team, to improve productivity. For example, we’ve created a new process for exchanges to make completing them even easier. As a result, our customers receive their item even faster than before, giving them a better customer experience and helping us stay competitive.Then, when the winter season gets closer, we hire seasonal workers to meet the influx of demand. Due to our refined operations, they get up-to-speed faster and are more productive and efficient. The additional, temporary team members help us continue to deliver great customer experience that is at the center of our brand.
DSTLD is not just an ecommerce company. We are friendly, human, and focused on delivering a great customer experience throughout all aspects of our customer’s journey. As winter draws closer, we are prepared to handle the rush and any issues that may arise. Are you? Because winter is coming.
About The Author:
Laura Gramlich manages the customer service department at DSTLD whose mission is to provide simple design and superior quality denim and luxury essentials at 1/3 the price. Laura began her career in customer service on the east coast and moved to LA to hone her skills in fashion merchandising. Her expertise has contributed to the growth of DSTLD through the design and implementation of best-in-class loyalty programs that engage valued-conscious consumers seeking high-quality merchandise.
With rapid technological change comes communication changes and today, the method and medium have both shifted. Most people connect with one another asynchronously, using text, Facebook Messenger, Whatsapp, Snapchat and more. And as our methods of communication have developed, so have the expectations of how brands should interact with us. We expect them to correspond with us like friends, at times with immediate (synchronous) responses and at times the delayed responses.
No matter what age and generation you yield from, today’s consumer naturally begins their service journey on digital and mobile. But companies and brands still make you switch to voice without a seamless transition and journey continuity. And 32% believe that phone is the most frustrating customer service channel, primarily because of the discontinuity and disjointed nature of switching from digital communication to phone. There is nothing more frustrating than having to start your customer service journey from the beginning, because the agent has no information about your previous interactions. It’s clear that if brands want to reach their customers, they are going to have to change.
Today, brands are still offering an outdated customer experience built for the old paradigm of communication, real-time voice. Consumers have new expectations, especially when it comes to the continuity of a conversation. For example, if a customer starts a conversation via chat, they expect an immediate response. But, when that same consumer needs to continue that conversation offline, whether it’s via email, phone, or text, they expect the brand to have knowledge of their history and to be able to pick up right where they left off, even if it isn’t immediate. When brands don’t meet the expectation of continuity of conversation, consumers get frustrated. 65% of consumers are frustrated by inconsistent experiences across channels. And 32% switch because they are fed up with speaking to multiple agents.
But how are brands supposed to keep up with increasing consumer expectations when the technology they use is outdated? Most customer service software was built before the first iPhone. Those solutions were developed for an older way of communicating: traditional real time voice solutions. They claim to help businesses provide a seamless customer experience through a multichannel approach, because true omnichannel support is “just a myth”. With multichannel support, teams are siloed. These segmented teams are taught to only deliver voice or chat or email or text or social support, which results in different and often disjointed experience for the end customer. But companies can offer true omnichannel support if they have the right tools, which enable a seamless transition between channels. And when they are properly equipped, agents that previously only answered questions in a single channel can all provide a seamless customer experience to each customer no matter the channel. Since 56% of customers have to re-explain an issue when speaking to customer service, and frustration rising, teams need to be empowered through their tools. With the right technology, these agents can handle requests from any channel and provide support across channel switches, decreasing repetition and providing a better customer experience for the customer’s full journey.
Choice matters. Customers don’t want to be forced to use a channel to make it easy for a brand and respond in the channel they are most comfortable using. Brands should offer multiple channels, so consumers can choose their preferred method (asynchronous or synchronous) and mode, whether it’s chat, text, social, or voice. However, delivery of a good customer experience is more important than choice, especially since 82% of retailers expect to compete solely based on customer experience. So when choosing which channels to focus on, make sure you can excel in each channel. Delivering exceptional service through a single channel like voice will still be more powerful from your customer’s perspective than offering multiple channels with inconsistent, poor service.
So what do brands need to do in order to meet new customer communication expectations? Perceived multichannel isn’t strong enough, and won’t deliver the customer experience today’s consumers are expecting. Brands must engage with consumers in the way that they would engage with friends and family, focusing on omnichannel and delivering a strong, consistent customer experience.
Kustomer is the first CRM for customer experience that focuses on customers, not tickets, enabling companies to know everything about every customer. Used by Outdoor Voices, Slice, SmugMug, and more, Kustomer provides businesses with a full view of every customer’s lifetime. Kustomer unifies all relevant data, customer history, apps, and systems, enabling informed service actions. Kustomer was founded in 2015 with headquarters in New York City.
Our engineering and product teams have been busy launching new integrations, adding new features, and making your requests happen. Here are the highlights of what we’ve added in the past couple of months, in case you missed any.
We launched an integration with UJET, expanding our channel offerings and options. This integration is an additional phone channel to boost team productivity and give customers a higher level of customer service.
UJET is an integrated phone solution that lets you take and make calls inside of Kustomer. UJET replaces complicated voice systems with a modern, in-app experience that displays the full customer context. Calls are recorded as events inside the Kustomer timeline, with details like call recordings, date, duration, shared files, and more. Teams can use UJET to request verification, images, and more from within Kustomer.
Reporting: Standard Reports
We added new Standard Reports including the Overview, Conversation, User, and Team reports. Standard Reports give admins conversation and user-level KPIs to measure the performance and effectiveness of your team.
The Overview Standard Reports section helps admins understand customer behavior and inbound volume. The standard metrics include Inbound Customers, Total Inbound Conversations, Average Conversation Handle Time, Messages Received By Channel, Average Messages Per Conversation, and Resolution Time.
Standard Conversation Reports give admins conversation-level KPIs including the Average First Response Time, Average First Resolution Time, First Contact Resolution, and Average Handle Time. In addition, users can visually compare any two metrics simultaneously.
Team & User Reports
Our Standard Team and User Reports deliver team filtering and metrics including Sent Messages, Sent Messages Per Customer, and Average Messages Per Conversation. Admins can examine the performance over time by selecting a date range.
We launched Scheduled Workflows to create enterprise-class customer journeys based on elapsed or relative time. Scheduled Workflows can wait for a specified time to pass — a few minutes, hours, or days later — and then continue the workflow, following a simple or complex decision process. Users may also call Scheduled Workflows from any other workflow, helping automate proactive follow-up or other actions.
For example, when a person creates an order, you can use a scheduled workflow to wait 2 hours, then notify the warehouse and confirm the item has been packed.
This new feature lets users add multiple html templates to their account. Users can then choose a default template, which can be used to send a bulk outbound message to customers. Email Templates are fully customizable, making it easy for teams to match their brand based on formatting, styling, and image use.
For example, you can use a template to bulk email a group of customers who missed an event.
New Features for Data Standardization
Admins can set the hours that their business is open. Setting Business Hours ensures that custom reports are accurate and are also accounted for in the following Standard Reports metrics: Average First Response Time, and Average First Resolution, and Resolution Time.
We added Required Fields to help standardize how teams handle conversations, resulting in a more seamless customer experience. Required Fields ensure that non-admin users fill out selected Conversation Custom Fields before marking a conversation done.
Required Fields in Kustomer help guarantee consistency across all conversations, allowing you to create more insightful reports, track information that is important to your business, and ensure increased data integrity.
For example, teams can use required fields to ensure that the contact reason is filled out and standardized for reporting.
We added Multi-Level Lists, which let teams build categories that match their business model. You can create Multi-Level Lists as fields on a customer, conversation, and custom object. Multi-Level Lists are also reportable.
For example, create a multi-level list to link a specific product to a customer.
Users can add Inline Images to emails, notes, and chat. Many types of images can be added, from PNGs, JPEGs, to GIFs.
We launched photo support for text messages. MMS is available automatically, as long as you have a phone number and a text channel enabled.
For example, you can text an image of a product your customer is interested in.
We’re listening to you! Email us at firstname.lastname@example.org with any ideas or requests.
Today we’re excited to announce our innovation partnership with UJET, an incredible company that makes live customer support your competitive advantage. Our companies share a similar vision to improve customer service with modern technology and deliver a radically better experience for customers. By integrating within UJET channels, we’re now able to provide one, unified experience built around the customer.
More About UJET
UJET came out of stealth last month with over $20M in funding led by Kleiner Perkins, DCM Ventures, and others. UJET offers a holistic platform for voice and chat channels that customers can reach via in-app, in-web, or in-1800 routes. The technology behind UJET replaces all of the convoluted systems, lines, and contact numbers with a stunningly simple SDK to take the frustration out of customer support and in turn provide a sleek, modern smartphone-era experience.
How Does Kustomer & UJET Integrate Together?
The UJET voice channel integrates easily into the Kustomer timeline.
Here are some of the integration benefits:
You automatically get the context of the inbound caller and see historical events that happened in the phone call, in addition to any inbound or outbound communications that have happened through email, text, chat, or Facebook Messenger.
This means that when a customer calls, Kustomer loads the customer’s timeline for review and creates a note draft where you can begin taking notes on the conversation.
As you control the call, we automatically add events to the timeline to indicate what’s happening. If you are not available, we also add a link to the voicemail (and transcript, if available).
Benefits of UJET & Kustomer
Using Kustomer and UJET together enables you to boost your team’s productivity, especially with regards to first call resolution. Customers will also receive a higher level of customer service.
Our engineering and product teams have been busy launching new integrations, adding new features, and making your requests happen. Here are the highlights of what we’ve added, in case you missed any.
We announced our partnership with Looker to create a solution that enables companies to integrate their support team’s data into broader, company-wide insights and analysis.
To make it even easier to get started with your analysis, we created a Looker Block for Support Analytics by Kustomer. Looker Blocks make it easy for companies to quickly deploy expertly built, tailored solutions specific to each business unit or data source. They are also a great way for partners like us to make the data we’re replicating into your data warehouse immediately actionable.
The Looker Block for Kustomer allows you to easily explore your customers, conversations, and teams data to provide a comprehensive view of Customer Support team operations.
We announced our partnership with Aircall, an innovative company that makes it easy for sales and support teams to integrate voice calls with their existing tools.
With this partnership you can now add your Aircall phone experience to the rich customer information you already have in Kustomer.
Using Aircall and Kustomer together enables you to get to the right information faster when a customer calls. We put all of the customer’s information together in one place to help you deliver an improved customer experience overall.
We launched Priority, a new feature that helps you prioritize and gain insight into customer issues. Every new conversation receives a default priority of 3. To sort based on Priority, just add it to your conversation Search Columns.
For example, create a search for customers with a priority greater than 4 to identify and provide immediate support, resulting in happier customers.
Autopilot saves your team members time by loading the next customer in your active search automatically when you finish or snooze a conversation. Now, we’ve added the option to go to the next customer while your current customer is still open. These Autopilot updates will help your team be even more productive.
For example, while you are waiting for your customer to respond, use next customer to get started answering another customer’s question!
Autopilot is included in the Enterprise Plan.
We’ve added new fields including oldest inbound un-responded message, last inbound message, and last outbound message. These new fields can be added as Search Columns.
We’ve also expanded upon sort, letting you choose a primary sort and secondary sort option using the new fields.
Here’s how to sort:
When viewing a search, click on the column you want to make it primary
Shift-click on the header of the column you want to make it secondary
The primary sort column will have a 1 and secondary will have a 2
We’ve enhanced Snooze to include customized times. Now, you can create Relative (15 minutes from now) or Dynamic (Wednesday at 2:00pm) organization wide snooze times. Just head to the settings section to customize your Snooze settings.
In addition, we’ve added these options for compliance: you can now also disable the ability for users to set a custom snooze time or the ability to snooze until a customer replies.
Many companies spend most of their time communicating via notes. We’ve added attachments to notes, which makes it easier to collaborate. Get started today sending images and documents.