The Kustomer Platform

One foundation, endless uses

Brands use the intelligence of Kustomer’s platform
to automate and streamline processes, provide unprecedented insight into a customer’s past experiences and current sentiment, and seamlessly
communicate across any channel, at any time.

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The Old Way

Ticket-based solutions

Outdated technologies have been weighing companies down by limiting their view of customers and making it difficult to connect customer data spread across internal and external systems.

Using current available CRM solutions, companies are handcuffed to their vendors ‘best practice’ processes, preventing them from meeting their customers and agents expectations.

The New Way

Customer-centric

Kustomer enables you to use out-of-box objects like ‘customers’ and ‘companies’, and customizable attributes like orders, feedback scores, returns, shipping tracking, web event tracking on your shopping cart, or if a customer is a Gold or Platinum frequent flyer.

Search, display on the workplace and report on these objects to give your team the most relevant context for the conversation.


“We knew that having a customer-centric, omnichannel platform would be crucial for our customers, who often require immediate and in-depth responses to their questions. Our team has all the necessary information at their fingertips to provide a well thought-out and quick solution, which has led to big improvements in both our handle and response times.”
Molly Garraway
Sr. Manager of Customer Experience, The Farmer’s Dog

Read the Case Study

  • Custom Objects
  • Insights Panel
  • Segmentation
  • Object Reporting

Custom Objects

Group 6Created with Sketch.Order InformationOrder #38391297563401ItemsWhite T ShirtPayment typeVISATotal price$58.98View Order

Build a CRM around your business

Customizable attributes like orders, feedback scores, returns, shipping tracking, web event tracking on your shopping cart, or customer status. Search, display on the workplace and report on these objects to give your team the most relevant context for the conversation.

Insights Panel

Group 28Created with Sketch.😍CX PhoneAssigned Team Help, I ordered the wrong size!Priority 3Conversation started 5M agoSarah SmithOpenStatusDec 12, 2018 10:32 AMCreated239876524102830Shopify Order #Assigned User Conversation Sentiment MESSAGES 4 SENTIMENT +54% Returns and RefundsRefund orderCreate return label

Enable a modern digital workplace

Use the Cards Platform to create better content-driven customer experiences, improve interactions between customers and agents and reduce friction between third party tools. Provide useful context with Cards that display past orders or shipping details. Populate a card with shopping card information or event data from your own application. Take it a step further by adding actions to cards so Agents can issue refunds or print shipping labels.

Segmentation

Group 4Created with Sketch.SendMessageHi [First Name],We’ve noticed your order [last order number] may be delayed due to storms in your area. But don’t worry - your package should be arriving soon!Best,BULK MESSAGINGEMAILSMSNOTE

Be proactive with actionable data

With the Kustomer Platform you can segment your Customers, Conversations, and Custom Objects easily. Take contextual data from a Customer and view everyone who’s order hasn’t shipped yet. Be Proactive and segment customers who have purchased in the last 6 months and send them a personalized email message.

Object Reporting

Group 2Created with Sketch.COMPARISON OVER TIME07/1707/1707/1707/1707/1707/1707/1725201510554321Custom Reports OrdersVIP customers Hold Orders Delayed Orders Time to recieve OrderPreviousAdd “And” ConditionAdd “Or” ConditionValidateCHART EDITORChart TypeDataCustomizationPreviewCustomerObject Type*Created AtDate Range*ActionAction (optional)Action (optional)Filters407/1707/1707/1707/17321

Connect all dimensions of your business

Reimagine your business reporting for the digital age. With Kustomer, your business can run seamlessly report across customers, agents, and third party data to better compete in today’s digital-first world. Eliminate cumbersome exports and excel spreadsheets. Create reports that compare Customer Satisfaction to money spent on products or which products create the most inbound support requests. Use any data inside Kustomer to answer important business questions.

Industry-leading reliability, security and compliance

We believe trust from our customers is paramount. Our customers expect the application to be continuously available and properly performing while protecting their data and keeping it private.

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Customize and integrate with ease

Built on AWS at its core, and with extensive integration options and extensions, Kustomer enables contact centers to address unique business needs, scale securely, develop and deploy quickly with REST APIs, and serve customers globally.

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Deliver effortless, personalized customer service.

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