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.

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

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.

MMS

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.

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

Priority

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.

Product Updates: We move fast so you can move faster.

It’s been a busy month! Our engineering team has been working long hours to add new features and make your requests happen. Here are the highlights of what we’ve launched, in case you missed any.

Exciting New Features

Facebook Messenger

Facebook Messenger, one of our most requested channels, was launched this past month. When customers contact you using Facebook Messenger, now you can respond to them in Kustomer. You’ll get the full view of your customer whether she is contacting you through Facebook Messenger, text, chat, or phone.

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.

The channel is available to all Kustomer users, on any plan.

Check out our blog post to learn more.

Collaborators

We launched Collaborators: a new type of free user that lets anyone in your company review customer questions and deliver high quality support. 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.

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.

Collaborators are included in the Enterprise Plan.

Check out our blog post to learn more.

Autopilot

Autopilot saves your team members time by loading the next customer in your active search automatically when you finish or snooze a conversation. Customers that are already being helped are skipped, to ensure your team doesn’t collide with each other.

Autopilot is included in the Enterprise Plan.

Messaging Improvements

Bulk Outbound Messaging

We launched Bulk Outbound Messaging, one of our most requested features. Now you can message a group of customers using email or text with a standard or mass-customized message. Personalizing any message is important, so you can also use dynamic text fields like your customer’s first name.

For example, use Bulk Outbound Messaging to let all customers who ordered in the past week know they have been upgraded to 2 day shipping.

Timeline Improvements

Merge Customers

You can now combine customer profiles and quickly clean up duplicate customers. Before confirming the merge, you can review inherited information such as conversations, email, phone numbers, etc.

For example, if you have a customer that contacts you for the first time via text message and then later separately sends you an email, you can simply merge the two customers into one profile, while retaining the full customer history.

Move Conversations

Your team can now move a conversation with everything in it (notes, @mentions, etc) to a different customer’s timeline. If you make a mistake, no worries! It’s easy to move the conversation right back to the original customer’s timeline.

For example, you can move a conversation that a team member forwarded into Kustomer to the original customer’s timeline.

Timeline Map

With the new Timeline Map, you can see and move seamlessly through your customer’s timeline. Use Timeline Map to quickly scan your customer’s history of interactions with you, hover over an item to get specific details like an order number or conversation date, and even navigate to that item in the timeline with a click.

For example, you can quickly find and navigate to a specific order in the timeline to get specific details for your customer, saving you time from scrolling through a long customer history.

Search Improvements

We’ve spent time this past month enhancing Search to save teams time and help them be more productive. When you first click into search, you will see your recently viewed customers. And now, when you start typing in the search bar for a specific customer, the search transforms as you type to quickly filter results.

Change Columns

Additionally, we added the capability to customize the columns in your search view and include columns for custom attributes. The Change Columns feature lets you add and remove columns to your search view for conversations and customers. Your column preferences are saved locally.

For example, you can search for all customers within your loyalty program and add the column with the loyalty program custom attribute (1-gold, 2-silver, 3-bronze) to sort by value and send different messages to each group.

The Next Big Feature

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

Deliver effortless, personalized customer service.

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