Goodbye tickets, hello Kustomer
Kustomer is the customer-centric, not ticket-centric, platform that lets you know everything about your customers and connect with them everywhere.
Everything you need — all in one screen
Kustomer unifies past interactions, purchase history, and customer data from all your systems and displays it as a single timeline for each customer.
• Agents never have to switch screens or applications to get the information they need
• Deliver personalized, data-driven, actionable conversations directly in the agent workspace
• Accelerate the successful completion of inquiries without asking tedious questions
Support customers anywhere
Kustomer’s true omnichannel platform breaks down the communication silos that fragment service experiences, cause agent collision, and frustrate customers.
• Agents and customers can switch channels at anytime and Kustomer will maintain a single threaded conversation
• Never lose context and avoid asking customers to repeat information
• Communicate via email, chat, SMS, voice, Facebook Messenger, Twitter, and WhatsApp
Intelligent automation
AI and machine learning capabilities optimize customer and agent experiences by assessing customer needs in real time while improving precision and speed of service.
• Automate time-consuming agent tasks and complex business processes
• Build powerful workflows and business logic with customer data from any system
• Intelligently route high-volume conversation traffic to the most appropriate resource
Proactively engage customers
With all your data in Kustomer, the platform’s intelligence lets you keep customers informed and engaged with your brand.
• Identify and message customers impacted by an issue before they’re even aware
• Segment customers based on their purchase history and send special offers
• Conduct proactive engagement directly in Kustomer—no marketing tools required
If you are a brand where responsive, personal, differentiated customer service is a priority, you have to use Kustomer. There is nothing close to it on the market. It was like they read our minds.
Key features
Kustomer offers a comprehensive customer service feature set built for service leaders in today’s on-demand economy.
Searches & Views
Enable agents to search, view, and segment customers based on any internal or external data, so they can better manage their time and queue.
Context Cards
Help your agents find and take action on relevant customer information without having to switch screens or programs by bringing together data from other systems.
Shortcuts
Speed up your team of agents by providing pre-defined blocks of text that can be used when responding to customers during a conversation.
Collaboration
Invite another agent or someone else in the company to join a conversation. With features like Notes, Following, and @Mentions your team can work together to ensure customers get the service they expect.
Voice & Personalized IVR
Tailor IVR trees using all of your customer data to deliver a truly personalized experience even before connecting with an agent.
Kustomer Chat
Customize chat for your brand and tailor the Chat Conversational Assistant to speed up response and resolution times by collecting basic customer information for your agents and then auto-routing conversations.
Knowledge Base
Make customer self-service easy by delivering compelling articles and tutorials with rich media support including video, images, PDFs and more.
Sentiment
Track your customers’ sentiment to help agents decide how to best prioritize and engage in conversations and provide management a critical metric for overall customer service effectiveness.
Team Pulse
See what agents are working on in real time, and quickly jump to the customers and searches that agents are viewing. Combine with Queues & Routing to access a live dashboard that helps to manage your effectiveness by including agent status, available capacity, and queue assignment.
Reporting & Analytics
Generate reports about your conversations, team performance, and customer base. Dive even deeper into your customers’ needs by adding data from your external systems.
Native Satisfaction
Survey, track, and report customer satisfaction or customer effort across all of your channels using Kustomer’s native surveys and reports.