Kustomer Localization is made for Global Teams

Many customer service teams today have to support a global customer base. Kustomer has launched Localization, a suite of features that allow you to easily detect, respond, and provide help to a multilingual customer base. Customers and support teams deserve an seamless experience in their respective language, across any channel.

Whether you service customers around the world, or have a team that communicates in multiple languages, our localization features will help you provide personalized customer support. We focused on developing features that make teams more efficient as well as automating tedious tasks associated with providing multilingual support.

Automating Language Detection


When your customers contact you, Kustomer is now able to automatically detect the language of the message using Amazon Comprehend dominant language detection. Oftentimes a new message will require your team to have to identify the language, and then assign it to another team or agent. This manual triaging by language is time consuming and ineffective. Automating the language detection for inbound messages allows you to route conversations to the correct team or agent, providing quick reply times. When language detection is enabled, you’ll also be able to get sentiment analysis in multiple languages, helping you to better understand your customer. Language detection will allow agents to work more efficiently by automatically sending messages and displaying Knowledge Base articles in the customer’s’ own language.

Making Translation Easy

We focused on making processes as time-efficient as possible. One of the Localization features that enables this is Snippets. Teams can easily insert translated content into messages, email templates, and Knowledge Base articles. Let’s say you want to provide your agents with an automatic response to questions about returns. You can quickly create a snippet for “return policy” with corresponding translations for languages you want to support. Then, when your agent uses a shortcut with the “return policy” Snippet, it’s automatically translated based on the customer’s language. Adding in personalization is easy too, just combine Snippets, Shortcuts, and Dynamic text and your agent is fully empowered to provide quick personalized support in the correct language.

Enabling Agent Adoption

It’s not just your customers that are global. Many support teams are based all over the world, and it’s important that users can access and use Kustomer in their native language. Unlike other tools where translations are limited to certain features and interfaces, in Kustomer you’ll have full access to language translations across all our features and the user interface. The user interface can be used in over 51 languages (both Right to Left and Left to Right). See a list of all available languages in Kustomer.

For more information about Localization and its included features, check out this article.

Magento Technology Partnership: Integration Enables Actionable Service

You get the most out of Kustomer once you’ve connected all of your customer information and data. As an official technology partner, our Magento integration allows you to personalize your support based on your Magento customer profiles, including your customers’ online behavior, their purchases, and their return history.

Now your support team can see all the purchases made by every customer, set up searches based on Magento information, provide proactive service using workflows, and more. For example, you can create a search for customers with Magento orders worth more than $200 who have made a purchase more than once a month, then assign them to a higher-tiered support level and send a bulk message with a coupon thanking them for their loyalty.

Integrations should be more than delayed, view-only glimpses. As part of this integration, we’ve added a real-time shopping cart card, which lets you easily see the contents of your customers’ shopping carts while you provide support. Your team will have all the necessary information to quickly resolve your customers’ issues, decreasing shopping cart abandonment.

Our integration will sync standard objects out of the box such as customers, orders, and more. You can also easily send your own custom events (like items in cart) and have them populated as custom objects. As with all custom objects, you can create reports to gain deeper insight into how your shopping is connected to customer support and service.

To set-up the integration, have an admin follow our instructions.

Product Updates: New Workforce Management and Chat Capabilities Are Here

Our engineering and product teams have been busy launching new features, adding new channels, and making your top requests a reality. Here are the highlights of what we’ve added in this past quarter, in case you missed any.

Workforce Management

Team Pulse

Admins often spend extra time monitoring and following up with agents to ensure they’re working efficiently. Team Pulse lets admins view and jump to the customers, searches, reports, and conversations that their agents are currently working on, in real-time. Admins are also able to view which members of their team are using Autopilot, as well as how many conversations or customers they’re currently working on in the search.

For example, use Team Pulse to monitor your remote team’s activity during their shift.


Conversational Assistant

Chat Conversational Assistant is a pre-conversational feature that helps your team collect information from customers automatically, before reaching the agent. Collecting information upfront will speed up response times and the ability to quickly close conversations by cutting down the interactions between agents and customers. Conversational Assistant can also automate team assignment, by asking your customer what team they are trying to reach.

You’re able to create an unlimited number of open ended questions for end-users to respond to. We’ve also provided a few required fields to self-identify customers who may already exist in your Kustomer app such as email and name.

For example, use Chat Conversational Assistant to require the end-user to provide their order number so agents can easily access that information, and not have to wait for it to be provided.

Chat Availability

Chat Availability incorporates Business Hours into the chat experience, allowing admins to determine what the after hours experience will be for chat users.

We’re providing two options to choose from:

  1. Show Available: This will keep your chat available on your website regardless of your Business Hours. The chat window will display your available online greeting and allow end users to create new conversations.
  2. Show Offline: This will keep your chat icon available but display your offline greeting. You’ll be able to add an offline greeting image within the chat window and end-users will be prompted to leave a message.

For example, use Chat Availability to appear offline during holidays like New Years Day, when your team may have limited or no availability.

Chat Deflection

Chat Deflection helps to set proper expectations for your customers with estimated Reply Times. Our Reply Time display is fully customizable, so admins can choose from an automated, template, or custom message. Since Chat is a fast moving channel where your customers expect real-time support, we’ve added additional functionality around deflection and alternative follow-up. Deflection will help divert traffic when your Chat team doesn’t respond, by directing your customers to other channels. Admins can also set a deflection time, with automation around closing a conversation.

For example, use Chat Deflection to give customers the option to reach out via phone, text, or email when an agent doesn’t respond within the allotted two minutes.

Proactive Messenger

Proactive Messenger lets customer experience teams automatically engage website visitors with targeted messages. You can proactively send chat messages to specific target audiences based on a multitude of factors, including session information like time on page, last page visited, the geographical location as well as customer attributes if the user is logged in. Custom customer attributes allow for more powerful campaigns, letting you target customers based on information like VIP status, favorite color, last activity, last CSAT value, and more.

For example, create a campaign that displays a 10% discount offer to customers whose last CSAT value was lower than a 7 and have been on a product page for more than 5 seconds.


Multilingual KB

Multilingual Knowledgebase (KB), enables teams to provide help content in the correct language to their customers all over the globe. Multilingual KB lets you create KB articles in multiple languages and serve the correct version to your customers. Snippets, another new feature and component of Multilingual KB, will automatically detect the language of your customers and then adjust a specified block of text to the correct language.

New Channels

Kustomer Chat Android and iOS SDK

Your customers use apps and your support team needs to be able to help your customers where they are. Enter Kustomer Android and iOS SDK. Designed specifically for Android and iOS, it enables customers to interact with your team from within your mobile app. Our Chat Android SDK supports both logged in and anonymous chats. Fully customizable, it’s easy to match our Mobile Chat to your application’s brand.

You can check out our latest product updates here.

Helping Every Customer Find Their Happy Space

Editor’s note: ParkWhiz has since rebranded to Arrive.

By Ryan Kern, Director of Operations, ParkWhiz

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”.

Cross-channel conversation starting with a text and ending on Facebook Messenger.

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.

Big Data Isn’t Enough For Customer Experience

In today’s technologically focused world, there is a surplus of consumer data. In 2017, annual revenue from the global big data market was expected to reach $33.5 billion, with predictions suggesting this could double in size within the following four years. 90% of the world’s data has been created in the past two years alone. Every minute, we create 200 million emails in addition to videos, photos, files, and apps, all contributing to an exponential rise in data creation. Cloud computing traffic was forecast to reach 320 exabytes per month in North America alone and as the amount of consumer data increases, businesses resort to storing their data in the cloud. It’s the cheapest it’s ever been to store — over the past couple of years the cost of data storage has declined as much as 15–20%.

The cost of data storage continues to decline

Not only do companies have large amounts of data storage, but now they also have a large number of services they use. The SaaS market is expected to grow 20.1% to reach $46.3 billion in 2017. We’ve found companies using a myriad of services early on, from tracking applications like Mixpanel and Segment.io, to order applications like Shopify and Magento, marketing tools like Marketo and Hubspot, and internal admin tools. As a result, customer data is scattered across multiple external systems. Companies have rich customer information which independently provides business value, but most of the customer information and data exists in siloed systems.

Data is one of the more critical components of information that companies can use to leverage and better understand their customers to help achieve their goals. It’s easy to compile more customer data and store it, but with data surplus comes the challenge of consolidating, analyzing, and understanding customer data. Companies are often storing a ton of data in order to analyze it, finding customer trends and behavioral insights. Data storage occurs whether or not they have the tools today, or are simply preparing for the ability to analyze in the future.

When data is consolidated, companies can get valuable insights, which is easier said than done. Some businesses hire data engineers and data scientists to build data pipelines, analyze data, and provide insight into the business and their customers. These teams go through the expensive, time consuming, complicated process because they understand the value of the insights locked within the data. Major companies like Walmart, Amazon, and Target analyze everything about their customers buying habits, so much so that they can accurately predict pregnancy due dates.

Data consolidation can also play an important role when it comes to improving the customer experience. As a service provider, we often find that companies have integration needs that include common services such as Shopify or Magento as well as their own proprietary systems that store important customer data and historical information. We’ve seen companies go to the extent of forwarding of orders by BCC-ing their support address in order to populate search results for those customers in the future in the event the customer called in about an issue with an order. Now, businesses can consolidate their data by integrating their applications, from internal to external, into one platform. When all of your customer data is in one place and presented around a customer as the atomic unit, companies can truly see their customer for the first time. Businesses are able to gain value by visualizing their customer data, resulting in stronger analytics and real time actionable insights that can help solve significant issues like customer churn. For example, if a company had an issue where a few customers complained about color inconsistency in an item, their customer service team could search for all orders that were fulfilled using that particular lot number, identifying all customers who received the defect item, and proactively reach out to replace the order before the rest of the customers complained. When only 1 out of 26 unhappy customers complain, proactively reaching out to the other 96% who didn’t complain, solving their problem, and increasing their lifetime value could have a large impact on your business.

Data integrations help bring data together into one place, which makes it easier to segment your customer data or surface information to you agents. We’ve seen situations where a customer was unable to find an order directly in their ordering system because the system lacked some of the customer’s contact information or had an incorrect spelling of their last name. When searching for that order from a centralized location with the data integrated with services that enrich the customer profile, that customer was able to find the order information properly.

Additionally, customers expect agents to know everything about them: recent purchase history, products they own, questions they’ve already asked, etc. Agent’s want to be empowered with the above data, as well as additional data points around app usage, buyer journey, self-help history, and more, all without having to switch between multiple apps and tabs. By integrating their many sources of data into one place and orienting it around the customer, agents have instant access to the necessary data and end-customers have a better experience. This empowers service reps to be more productive and informed, giving them the tools they need to provide superior service.

For many companies, the biggest hurdle around data consolidation is effort, time, and money. At Kustomer, our vision is to overcome that hurdle by easily providing companies with a window to their customers, giving them the ability to get answers to the multitude of questions that arise every day. We want to give customers the ability to slice and dice data in interesting ways to gain deeper, actionable insights that provide business value.

Learn more about Kustomer.

Product Updates: Integrations, Automation, and More


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.

New Integrations


UJET App within Kustomer

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.

Overview Report

Overview Report

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.

Conversation Report

Conversation Report

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

User Report

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.

Automation Features

Scheduled Workflows

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.

Email Templates

Email Template Chooser

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

Business Hours

Business Hours Settings

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.

Required Fields

Required Field

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.

Multi-Level Lists

Multi-Level List for a product line

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.

Timeline Improvements

Inline Images

Users can add Inline Images to emails, notes, and chat. Many types of images can be added, from PNGs, JPEGs, to GIFs.


Customer View (left) & Kustomer User View(right)

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 support@kustomer.com with any ideas or requests.

Know Everything About Every Customer

I am unique. You are unique. We differ in many ways, including how we behave, shop, engage, talk, and react.

We are also creatures of habit and prefer to leverage a trusted vendor who has provided us with a consistent, good experience. For example, most people have a favorite local barista at the cofee shop we buy our large coffee from on the way to work. When we have consistent, good experiences, we return to the same trusted vendors or brands that serve our diverse daily needs like clothes, cosmetics, jewelry, housing items, pet food, travel and food.

These businesses also have an identity of their own, a unique approach and well defined processes for treating and serving special customers like me and you. However, there is often a disconnect between businesses’ approach to the customer experience and customer expectations.

The chasm between the needs of today’s customers and what experience brands truly provide, is referred to as the CX Expectations Gap. Meeting these needs requires a lot of work: time, money, effort, and resources.

There are places and companies who have been successful at addressing specific expectation and personalization needs. They are usually local vendors who have intimate knowledge and recurring facetime with their customer base. You interact with these local vendors every day, from your regular bar’s bartender, local diner manager, barista at the coffee shop on your way to work, or my local fruit vendor. They are all different in many ways but have one critical aspect in common. A process that helps them know everything about every customer.

My local fruit vendor works hard. He recognizes me and knows my preferences. If there are great, slightly green bananas and it’s Monday he knows to save me these as I pick up fruit on way back from work. When he gets an order of figs (one of my favorites) and sees me exit the subway, he lets me know. He knows I like the extra hard cucumbers and the plums my kids make me buy everytime they come with me to buy fruit.He offers these as upsell and perhaps caters to people like me with a special offer.

He knows there is another vendor three blocks away, so after a bad experience with sour, bad grapes, he immediately refunded me and offered fresh grapes. And he now knows that everyone who bought these batches of grapes that day may have experienced the same displeasure and are at risk of moving to another vendor, risking a loss of repeat business and clientele. So he asks those he remembers if the grapes were ok and offers similar replacements.

But does this process scale? What if it could? What if you could make every customer a priority, just like my local fruit vendor, by knowing everything about them?

For that you need to ensure every system, app, and data point is integrated the right way as to portray your unique business processes, focusing on driving superior CX and enabling you to drive the right, informed action by agent, marketing, automation and knowledge workers in the company.

This requires the following:

  • Incorporating every customer’s entire buying history, from self service, online, offline and every relevant action into as single repository that drives the right action for the appropriate customer facing employee.
  • Understanding your customer’s engagement preferences, to be able to respond to them when needed and proactively reach out when appropriate.
  • Analyzing sentiment changes, trends, and patterns, as to drive informed decisions for a segment of customers, who may have received the wrong or damaged product.
  • Enabling inventory demand vs supply shifts to notify the right person through their preferred channel of interaction and to offer alternate products now vs waiting for the restock.

Automating your business processes to drive great CX, enabling a full view of every customer’s unique story, and knowing everything about every customer as to drive informed actions — that’s the vision and future we all dream about.

Stop dreaming. And start today with Kustomer.

About Alon Waks: Alon Waks is the VP of Marketing at Kustomer. Previously Alon was VP of Marketing at 8×8, leading segment and demand globally, including all Go-to-market, content and sales development. Alon has a vast experience in B2B Marketing, Product Management, GTM and consulting. Prior to 8×8, Alon was VP, Global Head of Marketing at LivePerson, where he led all content, demand generation, field marketing and global operations, and also served as the head of product marketing for many years. Prior to that, Alon led Product Go-To-Market for Avaya. He has a rich background in IT consulting, Business Intelligence, Product and working worldwide with enterprise customer’s Line of Business, IT and marketing. Alon holds a dual degree from Tel Aviv University and a MBA from Duke University.

Product Updates: New Feature Updates and Integrations

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.

New Integrations

Looker Integration

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.

Aircall Integration

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.

Check out our blog post to learn more.

Exciting New Features


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 Improvement

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.

Search Improvement

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

Timeline Improvements

Snooze Customization

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.

Note Attachments

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.

The Next Big Feature

We’re listening to you! Email us at support@kustomer.com with any ideas or requests.

Kustomer + Looker Partnership — Use Support Data To Grow Your Business Faster

Customer Support is playing an increasingly strategic role in companies. Today, we are excited to unveil a new powerful solution that uncovers valuable insights and trends about your customers. We have partnered with Looker to create a solution that enables companies to integrate their support team’s data into broader, company-wide insights and analysis.

Kustomer helps Support teams get a complete view of their customers and treat them like people instead of transactions. Companies using Kustomer can easily create a real-time data export stream of this Support activity into their data warehouse.

The Kustomer & Looker Block

Kustomer and Looker are a perfect match: Kustomer gives you one place to view all of your customer support data and Looker is a great way to help you share, combine, and analyze that information at an operational level for your whole company.

To make it even easier to get started with your analysis, we’ve 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. Some example metrics include:

  • Key statistics for support team members, including average time to first completion
  • Average time to first response and average number of messages in conversations
  • Conversation status and volume by channel

The Complete View of your Customer

So, why is using Looker on Kustomer data valuable? Kustomer gives you the context of the customer beyond an individual transaction and in Looker you can link this data with other operational data in your data warehouse, including application data and home-grown systems.

This union of customer data enables you to perform the analysis that can result in actions that increase loyalty, improve customer lifetime value, and help customers get what they need. You can use Looker to uncover intelligent insights not only in your customer data but in your enterprise data too.

Want to learn more?

Check out the Support Analytics by Kustomer Block. Request a demo of Kustomer here or Looker here!

Introducing ‘Collaborators’

Support isn’t a back office cost center anymore, it is a strategic team at the center of a company’s operations. For this to happen, Support teams need to be better connected with other teams. With this in mind, we are proud to announce the launch of a completely new feature — Collaborators.

What Is A Collaborator?

Collaborators are users from other teams outside of support that can view conversations, customer history, and searches. These users can help you solve customer questions with internal notes and @mentions, see customer feedback and more. Don’t worry though — we’ve also set them up so they don’t do any harm or cause confusion. They can’t have conversations with customers, or edit organizations, profiles, etc. This ensures that your external communications with customers are consistent and owned by your Support team.

Here are some ways Collaborators can help your support team today:

  • You get a difficult technical question and need a developer’s help to get the answer
  • You need approval to authorize a refund over a certain amount
  • You need an answer from your product team about when an item is coming back in stock
  • You need to ask your Shipping department if a package has left the warehouse
  • You want to find a customer’s original sales rep

What Are The Benefits of Collaborators?

Finally, you won’t have to worry about the number of seats you have in your support system. Collaborators help your support teams provide more efficient service by making it easier to communicate with other departments. Whether these internal users want to stay informed about individual customers or learn more about your business operations, they can view and research any customer of interest. Collaborators can help support teams respond quickly and flexibly to complex customer requests, solve issues faster, and surface common issues with the rest of the company.

How Do I Set Up Collaborators?

Collaborators are free and available to the Enterprise Plan. Instructions on how to add them can be found here.

Blurring Lines in Enterprise SaaS; The Race to Own Customer Data

By Ed Sim
Original Source: http://www.beyondvc.com/2017/04/blurring-lines-enterprise-saas-customer-data.html

Note: This blog post was written by one of our investors. We loved it and thought you would too.

I’ve written before about the competitive nature of SaaS and the amount of entrants in every category.

Lately after every conversation, I feel like the world is being divided into two camps and there is a massive battle going on in terms of who is going to own them and how. To oversimplify, I’ll call it pre-customer and post-customer domination. And there are companies looking to blur both of those categories as well.

It’s pretty hard to create a new system of record these days as Salesforce, Marketo, Gainsight and the like are building tighter lock-in around their products. That’s not to say it can’t be done as those companies have larger fish to fry, mainly huge enterprise customers and $1mm + deals. Opportunities abound in the SME (small, medium enterprise), and we’ve seeded a number of founders going after that space.

The Race for the Customer — Owning the Central Repository for Customer Data

After every pitch, I seem to hear one thing — we will be the central place where all customer data resides to make intelligent decisions. Forget about web analytics, marketing automation, email platforms, customer support, customer success, and sales intelligence. The world is moving towards an all-in-one place and holistic view of the customer. This is the blending of tons of different SaaS segments and every company is adding more data to their approach. With APIs everywhere, this is making it easier for companies to start integrating data from multiple sources. Doing that is not the hard part; getting in the mind of the end user of these apps and ensuring seamless workflows will be much harder. At the end of the day, the more you know about your customer, the easier you can understand their mindset, and increase their happiness, and thus your revenue.

Data-driven platforms like segment, looker, and mixpanel have an interesting view as a central repository for customer data which feeds into apps. Mixpanel, it seems, is going one step further trying to capture more value from their customers by creeping into customer success. App players in various segments want to move beyond customer support and into proactive marketing campaigns. Gainsight is pitching how to operationalize the customer lifecycle with cross-functional collaboration and proactive marketing. I can go on and on. This race also plays into another theme, automation and intelligence. Once the data is clean and in one place, it is easier to analyze and make predictions. We made an investment in March of 2013 in Preact, a SaaS platform for customer success which sold to Spotify. The company never completed its mission but big on Gooley’s mind was proactive intelligence. I now believe we have the tools and customer understanding to start to pull this off.

What Are Buyers of SaaS Doing?

As this is happening, more forward-thinking companies I’ve been speaking with are starting to organize their teams around a total customer happiness experience. What this means is onboarding to success to renewals and expansion are starting to fall under one leader. In addition, they have 3–4 various systems where customer data resides and separate teams for success and support and marketing are attempting to integrate data for their workflows. Lots of money and time is wasted and these companies are looking for a better way. Some more technical startups are even building home-grown solutions to solve this problem.

This all makes sense because at the end of the day what companies really want is a holistic view of their customer. This includes every touch point from first web site visit to email conversion and sign up to onboarding to customer success and expansion and finally to customer support. All channels should be monitored and when a support rep answers an email, call or chat, all of that information should be at their fingertips with no hunting around. When a marketer wants to send out a new email campaign, they should be able to segment based on how many interactions with the customer support team, customer success team, and sales and drive a better data driven email. When looking to expand account size, customer success or reps need to understand every touchpoint and interaction, they need to know the sentiment, and have that all in one place to convert.

Who is Going to Win?

My bet is that a startup will win this battle, one that is not burdened by legacy customers, one that can be Switzerland sitting on top of all of the other platforms, and one that will build real intelligence (using machine learning) with the data they are extracting from all other systems. It may start from an application first view solving a specific problem (customer support, customer success, CRM, email) with expansion into gathering more data or from a data platform/analytics first approach with further expansion into applications. Ultimately though, what’s needed is not just a unified data layer but also a single pane of glass to allow any workflow to seamlessly communicate with customers. As the team at kustomer likes to say, “customers are the atomic unit” and all decisions should be driven off the customer as the unique ID and not tickets or other tech jargon.

Whoever wins this race will surely be a massive company, and I look forward to watching this play out over the next few years.

Facebook Messenger Support In Kustomer

When we launched recently, many customers requested Facebook Messenger as our next channel. No surprise that it’s important to brands: consumers are exchanging more than 1 billion messages with businesses on Facebook each month and 53% of people said that they are more likely to shop with a business they can message directly.

We’re excited to announce that now support teams can use Kustomer to communicate with your customers via Facebook Messenger.

What does the Facebook Messenger channel let me do?

When your customers directly message your brand via your Facebook pages, you will receive the message and a notification in Kustomer. You can reply directly from Kustomer, with emojis and attachments. All your branded pages can connect to a single Kustomer site and be easily managed via searches.

So, now when your customer direct messages you on Facebook after making a purchase, you’ll know who she is, what she bought, and when. You’ll have all the information you need on the customer timeline so you can immediately get to helping her.

Kustomer helps you respond to messages and support your customers across all your brands from a single place. You’ll get the full view of your customer whether she is contacting you through Facebook Messenger, text, chat, or phone.

What’s the fine print?

No fine print. The Facebook Messenger channel is available to all Kustomer users, on any plan, today.

By connecting your Facebook pages to Kustomer, you also get the same detailed reporting you get from other channels. This means you can set up a search to see customers who have contacted you through Facebook, you can check the sentiment of those customers, and you can even set up customized workflows for customers reaching out through Facebook.

Any way you choose to use the new Facebook Messenger channel in Kustomer, we hope you’ll appreciate the added power, flexibility, and speed in allowing you to answer messages from a platform where more than a billion people spend many waking hours.

Learn more or get started using Facebook Messenger with Kustomer.


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