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.

Chat

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.

Knowledgebase

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.