Customer Service

Modern Omnichannel Customer Experiences Start Here

Deliver efficient, informative experiences with the tools and intelligence needed to satisfy today’s customers, and make customer service profitable.

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Meet Customers Where They Are —
Anywhere, Anytime, on Any Channel

Deliver seamless support around the clock across all digital channels. Leverage AI and historical customer data to orchestrate personalized engagement, automate service interactions, and drive faster resolution.

Video: Omnichannel support capabilities

  • Chat
  • Social Messaging
  • Email & Forms
  • Voice & SMS
  • Chat

    Resolve the high-frequency needs of digital shoppers faster and more efficiently with instant AI-powered chat.

    • Embedded Knowledge Base. Enable self-service with quick access to FAQs from the chat widget.
    • CRM-Powered Chatbots. Deploy powerful bots across the customer journey and drive faster resolution.
    • Push Notifications & Proactive Messaging. Reduce abandonment by proactively supporting customers in their moment of need.
    • Build Your Own Chat Widget. Create customized experiences across multiple brands, or build your own interface.

    Social Messaging

    Engage with followers, buyers, and influencers to significantly boost revenue and strengthen relationships.

    • Seamless Engagement Across Channels. Support conversations on Instagram, Facebook Messenger, Twitter, and WhatsApp from a single platform.
    • Leverage CRM data. Prioritize channels, route conversations, and deploy bots to automate, deflect, or quickly resolve inquiries.
    • Complete Instagram Support. @replies, direct messages, Comments and Stories.
    • In-Depth Reporting. Manage SLAs, measure customer sentiment and compare the efficacy of each social channel.

    Email & Forms

    Scale email support and boost efficiency with AI-powered self-service.

    • AI-Powered Triage & Routing. Deploy self-learning AI-models to classify incoming conversations and automate actions.
    • Built-In Self-Service. Free up agent time by automatically responding to commonly asked questions with Knowledge Base articles.
    • Spam Protection. Proactively manage spam by enabling ReCAPTCHA on contact forms.
    • Easy-to-Use Visual Builder. Create custom email templates without the help of a developer.

    Voice & SMS

    Dramatically improve the customer experience quality, and reduce the costs and complexity of service operations by delivering voice and SMS support from a single platform.

    • SMS & MMS Support. Inspire customer loyalty with a smarter, more convenient and cost-effective support channel with SMS support.
    • Intelligent Bots. Stay on top of support volume by deploying bots powered by AI and customer data across the customer journey.
    • CRM-Powered Routing. Leverage CRM data to prioritize and route high-priority calls and text messages.

    “Chat is the most cost-effective and fastest way to support and win over our customers. Kustomer’s messenger is a critical part of our omnichannel support strategy. Agents can efficiently deliver seamless web and in-app chat support, quickly switch to another channel if needed, and follow up on any missed messages.”

    Becky Hyman, VP of Customer Experience, Rent the Runway

    A Workspace Designed With Modern
    Customer Service Teams in Mind

    No more managing multiple tabs to track down information, we mean it. Kustomer provides a customizable, single-screen view of the entire customer journey, so your team will never need to leave the platform.

    Video: Our actionable agent workspace

  • Timeline View
  • Custom Objects
  • Actionable Context
  • AI-Powered Insights
  • Timeline View

    Manage Data-Driven Conversations, Not Tickets

    Interactions, events and activities are displayed in a chronological timeline view for every customer, including conversations, orders, shipping, transactions, appointments, website visits, and more.

    Custom Objects

    Integrate Apps and Customize Your Ideal Solution

    Our open API easily connects to all your internal and third-party systems, integrating seamlessly to centralize information. Custom objects store and manage your customer data, where it becomes viewable, searchable, reportable, and actionable within Kustomer.

    Actionable Context

    Take Immediate Action Directly in the Platform

    Empower your team with customizable Insights Cards packed with the context and capabilities your agents need to do their jobs quickly. Enable actions like processing returns, issuing credits, or reshipping items, while ensuring all your systems remain up to date.

    AI-Powered Insights

    Embrace AI to Better Understand Customers

    Kustomer IQ uses machine learning to accurately predict additional customer context. Natural language detection identifies and matches customers with agents based on native language, and sentiment analysis reveals exactly how customers feel so your team can calm frustrations.

    Reduce Handle Times With Intelligent Omnichannel Routing

    Decrease wait times and increase first contact resolution by effortlessly matching customers with agents based on needs and capacity with Kustomer IQ. Build stronger customer relationships by routing customers to the same agent each time they reach out using Dedicated Agent.

    AI-Powered Productivity Tools to
    Help Resolve Conversations Quickly

  • Agent Productivity
  • Next Best Action
  • Collaboration
  • Segmentation
  • Agent Productivity

    Power Your Team With Knowledge

    Store, manage and permission product and policy materials with internal knowledge management, so agents can easily surface information and leverage dynamic responses for instant gratification.

    Next Best Action

    Let AI Assist Agents and Accelerate Resolution Speed

    Using machine learning, Kustomer IQ provides agents-in-training and teams managing dense knowledge with suggested content and the ability to predict responses. By analyzing incoming messages, Kustomer IQ recommends next best actions based on what customers are saying.

    Collaboration

    Collaborate Efficiently With Cross-Functional Teams

    Kustomer is your system of record for customer service, so any department or job function can leverage the platform. Define access based on the needs of any role, and take advantage of features like Notes, Following, and @Mentions to resolve issues faster via collaborative service.

    Segmentation

    Identify Customers for Targeted Outreach

    With all your data in our CRM platform, powerful segmentation capabilities enable you to create custom queues of conversations based on unique customer attributes, like orders, location, policy information, satisfaction score, and more.

    Discover Trends, Evaluate Performance and Optimize Operations

    Measure the effectiveness of your support operations, and efficiently allocate resources to meet demand at scale using granular reports and real-time dashboards. Track team and individual performance down to the minute. Drill down on specific reports to view the underlying data. Leverage real-time dashboards to monitor handle times, SLAs, customer sentiment and more.

    Turn Customers Into Advocates With Proactive Support

    Bulk messaging capabilities transform your team into a profit center. By targeting specific customer segments based on your unique data, like orders, location, or CSAT, you can improve retention by mitigating issues, sending brand-building offers, or reengaging dissatisfied customers.

    Operationalize Your Team and Eliminate Manual Work With AI and Automation

    Automate More Conversations With Superior Self-Service

    Embrace AI and deflect support volume by helping customers help themselves.

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    Optimize Customer and Agent Experiences With a New CRM

    The next generation of customer service CRM does more than just manage conversations.

    Learn More

    Deliver personalized, effortless customer service.

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