Proactive Service

Redefine the customer service experience to be less reactive

Build more loyal fans by anticipating customer needs before they become issues.

A barista carefully pours hot water into a coffee dripper. Behind him is a chalkboard menu. A notification at the bottom reads, “Hi Jon, We have an important update about your next shipment.”.

Boost CSAT 48% with Kustomer’s proactive service solution

Discontinued item causes delay

A pour over coffee manufacturer has decided to stop making a custom carved wood spout (required by one of your top selling products).

This means orders most recently placed for this product will not be fulfilled.

Close-up of hot water being poured from a kettle into a Chemex coffee maker with a paper filter, brewing coffee. Steam rises as a person in a dark apron stands in the background.

A red triangle with a white exclamation mark in the center, indicating a warning or alert.

Pour over single wall cork band discontinued

Generate list of customers affected by delay

AI jumps in proactivley

You leverage AI in Kustomer’s CRM to immediately pull a list of customers who purchased the pour over in the past week and send a bulk message to notify them of the issue.

Your message offers a special code to replace the order with a similar product or request a refund.

A barista wearing an apron carefully pours hot water from a kettle over a coffee filter in a café, with coffee equipment and a chalkboard menu in the background.

Customers offered a replacement part or refund

Outbound campaign increases CSAT

Increased customer satisfaction

The response to this outbound campaign is extremely positive.

Kustomer reports show that customers affected by this manufacturing issue were more likely to order the similar product and even make a repeat purchase within three months of the campaign.

Repeat purchase of cohort increases as a result

Proactive Service

Turn an unexpected disruption into exceptional delight

A man wearing a blue apron and light shirt stands against a white wall, smiling with his eyes closed. A yellow circle is drawn around his face.

Proactive Service

Turn an unexpected disruption into exceptional delight

A man in a blue apron stands against a white wall, smiling with his eyes closed. His head is outlined with a yellow circle.

Proactive service builds loyalty

Give agents the most advanced tools to deliver exceptional customer experiences.

Schedule Demo

A user interface shows options to send a message to 32 customers about a coffee maker product recall, with fields for tags, assigned users, and a message template offering a free replacement.

Outbound messages

Don’t wait for your customers to reach out to you. Start proactive conversations with your customers on any channel, triggered by updates to your custom objects (e.g., shipping status change). Schedule outbound campaigns to specific customer segments based on your unique data, such as orders, location or CSAT, to proactively mitigate issues and re-engage dissatisfied customers.

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A user interface screenshot shows an automation flow: Message Created triggers an action, Conversation: Lookup (By ID). On the right, condition fields allow editing conditions and adding new ones. The background is light purple.

Automated workflows

Create workflows in Kustomer that automate processes and orchestrate desired customer experiences without your customers needing to contact you. Workflows allow you to proactively design a multi-step outreach campaign based on defined conditions that trigger events.

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A digital order summary on a blue background shows order details, customer info, delivery address, product specs, warranty details, order cost, and status for a purchase of four items totaling 1174.60 USD.

Custom objects

Store and access customer data in a way that best suits your business needs, enabling a proactive approach to customer service. Kustomer supports nested objects and relationships across objects, allowing you to model your data flexibly. This robust data structuring helps your team anticipate customer needs, identify potential issues before they arise, and deliver personalized, proactive support that enhances customer satisfaction and loyalty.

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A line graph with a highlighted spike and label: Weve detected spike in conversations related to recent PCOM-V3 orders. This might be related to recall event, with a news snippet about a recall of wood spouts.

Anomaly based alerting

Receive immediate alerts when there are spikes in support cases, enabling quick identification and response to the root causes of customer issues. By providing early warnings of unusual activity, Anomaly Based Alerting helps businesses stay ahead of recurring problems, enhancing customer satisfaction and operational responsiveness.

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A person in a light beige jacket sits with their chin resting on their hand, gazing thoughtfully to the left; their face is highlighted by a yellow circle—an image reminiscent of an Everlane Case Study.

"Now we are proactive in answering customer questions before they even need to reach out to our team. So when customers actually reach out to us, our team can take the time that we need to deliver a great experience."

Ashley Julison

Sr. CX Specialist