Kustomer Tech Recap: New SLA and Custom Workflow Rules Capabilities

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

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

 

Doug Jarvis is the Director of Product Marketing at Kustomer.

Product Updates: Channel Updates, Platform Improvements, and More

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

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



Doug Jarvis is the Director of Product Marketing at Kustomer.

How New Beauty Brands Leverage Social to Stand Out

If you’re interested in the CX strategies behind the most successful new beauty brands, you can learn more in our whitepaper.

There is no denying that the success of new beauty is due in part to the complete saturation of social media in how we discover and learn about new products in our daily lives. Influencers, style mavens, celebrities, and industry insiders are constantly competing for your attention as they talk up the virtues of the latest products on YouTube, Instagram, Snapchat, Twitter, and anywhere else.

And it works. A Facebook IQ report from 2016 found that 53% of beauty purchases are influenced by what beauty experts share on social, while 44% are influenced by the brand’s posts.

With such a large amount of purchases being influenced by highly-visual social media, new beauty brands are taking advantage of this trend by focusing on beautiful products and packaging. “It’s such a saturated market, and packaging designs today are so beautiful,” says Glow Recipe C-Founder Jennifer Lee in a piece with Glossy. “Everything is screaming for attention and you definitely need a point of difference.”

To catch more eyes, beauty subscription brand Birchbox redesigned their shippers to a soothing Millennial pink, designating each customer’s name with a sobriquet such as “The Tenacious….” or “The Clever….” to further personalize the experience—and dramatically increased the number of customers posting their boxes on social.

New beauty brands know that an Instagram post is worth a thousand words, and succeed at taking every opportunity to get influencers and regular customers to talk about and share their brand with the world.

As more and more customers interact with beauty brands first or primarily on digital, it’s crucial that your agents are trained to act like sales associates and beauty consultants whenever customers interact with them. If your brand lives on digital, your agents are your sales associates. Glossier’s agents are on-hand to consult with customers over chat or phone wherever they are in the purchase process. Knowledgeable agents, empowered by responsive technology and a single view of the customer, can go a long way towards influencing purchases and building loyalty with your brand.

Here are some of our favorite beauty brands to follow for social inspiration:

Birchbox (@birchbox): Custom beauty sample subscription box.
Boxycharm (@boxycharm): Subscription box with awesome full-size products.
Fenty Beauty (@fentybeauty): Rihanna’s next generation of inclusive beauty.
Glossier (@glossier): The DTC beauty brand to beat.
Soko Glam (@sokoglam): Your trusted source for Korean beauty.

Read more about New Beauty in our whitepaper: How New Beauty Brands Disrupt the Industry.

Where are CX Leaders Investing Their Budgets to Reach Millennials?

In NGCX’s latest Benchmark Report, decision makers at the top of their customer experience organization shared their projections for the year to come—specifically, how they’re planning to reach Millennial customers.

Analyzing the results, it’s clear that most are choosing to invest in different forms of technology to reach the soon-to-be largest generation in the workforce. 30% of those polled ranked mobile as their #1 priority for their budget plans this year, and 21% ranked social media at the top. This is a natural move, as Millennials are the most mobile-empowered and social-connected generation in history (though Generation Z may very well top them).

24% named social as their #2 priority as well, so clearly it is a channel that is delivering on investment for reaching and influencing Millennial buyers. It’s yet to be seen which specific social platforms are carrying the weight of this investment—whether it’s newer channels like Twitch and Snapchat, or the still reliable Facebook, LinkedIn, Twitter, and Instagram. Also, it would be interesting to break down how this budget is being spent—is the majority going towards creating content for each platform, or distributing messages via paid advertising on each?

Interestingly, 22% put down their in-store experience as their #1 priority, but 52% also named it as their lowest priority. What might be causing this discrepancy? Is it based on industry or business model—perhaps half of the respondents don’t have physical storefronts—or does this denote a split in strategy, with almost a quarter of organization prioritizing the physical retail experience while others are looking to bolster their digital presence first. 14% did note that their in-store experiences were not effective at all, so that is definitely contributing to the high number of respondents who aren’t making it a priority.

How do these investments fit into the larger picture? When asked if they have a strategy in place that is specifically engineered for boosting Millennial customer satisfaction/retention, these were the results:

The majority of CX experts are targeting Millennials, but only a third are making it a top priority. If you can figure out how to effectively target Millennials across channels, you’ll have a distinct advantage. 34% of the organizations that responded to the survey are not or cannot target and prioritize their experience for Millennials—whether that’s due to the nature of their business, or the limitation of their platforms, it might well hold them back as Millennial purchasing power increases. If you can understand the full history of every customer within your experience management platform, then you can tailor your interactions and service based on any persona—whether they’re Millennials, VIPs, first-time users, or any other segment you want to reach—so that you can become more relevant and increase their lifetime value. This should be a priority for every business, no matter the audience.

To learn more about the latest trends in the CX space, download the full benchmark report.

Product Updates: Platform Improvements, Channel Updates, Integrations, and More

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

Localization

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

Channel Updates

Internal Knowledgebase

We’ve launched our Internal Knowledgebase, to let users access their public and internal content from anywhere within our platform. Public Content includes the categories and articles available to customers via your public KB, with agents being able to share links to specific articles with your customers. Internal Content are the categories and articles that are only accessible within Kustomer, and cannot be shared publicly. To learn more, check out our help article.

For example, use Internal KB to document support escalation processes, making it easy for agents to find when the time is needed.

Chat iOS and Android SDK

We’ve added many new features to Chat iOS and Android SDKs.

Both Chat SDKs have Localization features enabled. The Kustomer mobile SDK will automatically change the text strings to match the language of the device your customers are using. The SDK supports both right-to-left (RTL) and left-to-right (LTR) formatted languages. There are over 50 languages translated out of the box.

Additionally, we’ve added iOS SDK support for many important Chat features:

  • Conversational Assistant: a pre-conversational feature that helps your team collect information from customers automatically, before reaching the agent.
  • Chat Availability: a feature that incorporates Business Hours into the chat experience, allowing admins to determine what the after-hours experience will be for chat users.
  • Chat Deflection: helps to set proper expectations for your customers with estimated reply times, and diverts traffic when your Chat team doesn’t respond, by directing your customers to other channels.

 

Platform Improvements

Custom Object Search

Searches aren’t just for customers or conversations anymore. Now you can create a search where the results are your custom objects (Kobjects). The possibilities are endless: you can find the most expensive orders, look through all of negative CSAT ratings from the past week, and more. You’ll understand your business in a manner far more advanced than a traditional ticketing system. Read more in our blog post.

Custom Roles and Permissions

We’ve launched new custom roles and permissions for Kustomer users. Now, admins can create custom roles to match the way they’d like users to interact with Kustomer. You can define roles based on job responsibilities or access levels, whatever matches your team structure. For example, create a “Reporting” Role that has Read Only access to Conversations, Customers, and Searches, but full access to Custom and Standard Reporting.

Delete Customer

For those of you who receive GDPR Right To Be Forgotten requests, we’ve added a feature to permanently delete all of a specific customer’s data. Customer Delete is a hard delete that loops through all the items related to the customer (conversations, custom objects, messages, etc) and permanently deletes it.

New Integrations

Twitter

Customer service interactions over Twitter have increased 250% in the last two years. This is why we added Twitter to our platform. Now, teams can connect Twitter with all their existing support channels, to leverage omnichannel support and provide a great customer experience. Read more about it in our blog post here.

Magento

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

That’s it for product updates this quarter, follow @Kustomer on social media for to-the-minute updates of our new features and integrations!

Our New Twitter Integration Makes Social Service Easy

At Kustomer, we want you to be able to communicate with your customers over every channel. Providing an omnichannel experience for both customers and agents is the best way to build a strong relationship and increase your customers’ lifetime value. As part of this vision, we are happy to announce that we have integrated Twitter into our platform! Now, using Kustomer, teams can connect Twitter with all their existing channels to provide omnichannel support.

The Twitter integration will add two dedicated channels: Direct Messages (DMs) and @mentions (including likes). Teams can pick whether DMs, @mentions, or likes are brought into Kustomer for each connected Twitter handle. For example, a service-specific handle would want to receive notifications for likes, @mentions, and DMs, while a brand account might only need to take DMs into account.

From a service perspective, it’s crucial that both public mentions and DMs are part of an omnichannel conversation, with agents able to see the entire context of the conversation. With Kustomer, they can even follow up via email or any other channel, continuing the conversation that began with an inbound tweet.

In Kustomer, all incoming DMs and @mentions are in real-time, with no refresh needed—crucial for a platform where customers expect quick responses. Kustomer also displays the user’s location, handle, avatar, followers, verification status, and more, all in a single context card.

Understanding metrics around Twitter as a support channel is important as well. Team leaders can gain insight into their team’s and individual agents’ performance with Twitter Channel reports, making it easy to find areas that need improvement and informing best practices for other channels.

We gave some customers early access to this new integration, and we’re pleased to report that they’ve seen a lot of success—alongside an improvement in their overall customer experience. “We are enjoying having Twitter DMs in Kustomer,” says Jordan Donati, Glossier’s CX Operations Manager, “It is great to now be able to track what people are writing to us about and help our social team by taking DMs off their hands.

Twitter isn’t optional as a support channel for most businesses anymore: “We didn’t really decide to include Twitter as a support channel so much as our customers decided that it’s a place they want to be able to receive support!” Says Rich Lorenzo, Slice’s Customer Experience Manager, “Before the Kustomer integration I was pretty much single-handedly taking care of the customer issues that came through Twitter, which is obviously not a sustainable arrangement.” With Kustomer, Twitter has become a much more manageable service channel, “Now we can immediately route those support requests directly to the support team, which ensures our customers get the fastest possible response.”

Luckily, investing in social media as a service channel can yield real results for your business. Adding social media customer support for complaints can help increase customer advocacy by as much as 25%. And, Gartner predicts that by 2020, 90% of companies will be using social media for customer service. The sooner you start mastering your approach, the better your experience will be. So what are you waiting for? Start using Twitter with Kustomer, and give your customers the social service they deserve.

For more information, check out our Knowledge Base article.

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