What’s New

A breakdown of Kustomer’s latest product feature releases, platform updates, and enhancements.

Select a month:
August 2019
July 2019
June 2019

 

Kustomer Adds Native Satisfaction Measurement
Survey, track and report customer satisfaction across all support channels, directly in the Kustomer platform.

Learn More

August 2019

 

Report filtering
  • Filtering is now available for our Standard Reports, enabling you to view only the data you want to see and uncover additional performance insights.
  • Apply one or multiple filters in order to quickly gauge results for items such as how your teams and users are handling conversation traffic, variations in performance across your support channels, and attainment of your SLA policies.

 

Enhanced CSV Export Capabilities
  • Leverage our enhanced CSV export functionality to get the data you need out of Kustomer quickly and easily for point-in-time analysis in other systems.
  • Easily identify which data you would like to include in a CSV export, customize the order in which it’s displayed, and access past exports stored in the new export library for future use without having to start from scratch.

See our Knowledge Base for more details.

Additional Platform Enhancements
  • The maximum number of queues that can be routed to a single team of agents for companies on our Enterprise pricing plan, and are using Queues and Routing, has increased from one to three.
  • Agents servicing customers across multiple languages can now search for Snippets by description and text – not just the title.
  • Knowledge base categories can be dragged and dropped to create a specific order based on a company’s preference. In addition, subcategories can also be dragged and dropped to create a custom order within each parent category.
  • Companies can now add hyperlinked text within Conversational Assistant chat responses to better direct their customers to online information and answers to questions without having to speak to an agent.
  • Team Pulse now includes a column that shows and links to each agent’s open conversations. Conversations that are open, but currently snoozed, are indicated by a yellow clock icon, so managers can get a clear understanding of an agent’s activity level.
  • The Timeline Map can now be found in the customer options dropdown menu along with Merge Customer and View Audit Log.

July 2019

 

Org Logging
  • It’s important to understand the health of your system. Org logging helps you gauge how your system is performing so you know when things go wrong.
  • The Org Logging dashboard tracks any errors that occur in your system, and Kustomer will send email alerts detailing the issue as well as best next steps to fix it.
  • Kustomer currently tracks Facebook and Gmail authentication errors, with plans to connect more applications and monitors soon.

Check out our Knowledge Base for more information.
 

Additional Platform Enhancements
  • Updated Chat Assistant to allow for unlimited picklist options to be viewed during a Chat conversation.
  • Made email reply-to/from alias list searchable to help manage and leverage a greater number of email aliases directly in the customer timeline.
  • Improved tracking and reporting of “total time spent” by agents, so admins can now track agent activity based on Kustomer default statuses (available, busy, unavailable, offline) and custom statuses they create.
  • The Kustomer platform now alerts users when they open more than one tab in their browser running Kustomer, in order to limit the potential performance issues that occur when multiple tabs with Kustomer are open at one time.
  • Added ability for admins to set and manage permissions around forwarding Kustomer conversation transcripts to outside email addresses.
  • Created company-based classification in the Kustomer timeline for B2B organizations, which links company details to customer, conversation, and custom object views so B2B users can more easily manage multiple companies in Kustomer and quickly view relevant company details at a glance.

June 2019

 

Conversation Forwarding
  • You can now forward Conversation transcripts via email to other people and groups within your company, so you can share interactions with stakeholders who may not have access to the platform.
  • Add a personalized message to the Conversation Transcript before forwarding.
  • When you forward a Conversation, an event will be added to the Conversation in Kustomer, which will denote who forwarded the Conversation, the recipient, and when it occurred.

 

Default Send Actions
  • For inbound messages, you can now set a default ‘Send Action’ button that appears in the Conversation. Defaults can be set for each of your channels.
  • Program the default Send Action as “Send”, “Send + Mark Done”, or “Send + Snooze”.
  • This new setting solves a minor platform issue for existing Conversations in which the Send Action would previously default to the last version used in the Conversation, which may not always be appropriate for a follow-up response.

Additional Platform Enhancements
  • Refined SLA calculations to exclude time outside business hours when team is not expected to be available.
    Streamlined the status of merged conversations to reflect the current status of the most recent conversation by default. For example, if an open email conversation is merged with a previous chat conversation marked as done, the new merged conversation will remain open.
  • Added the new User Toolbar to Team Pulse, which shows, in real time, each agent’s capacity to be routed additional conversations.
  • Optimized search functionality to recognize all parts of an email domain when entered as search criteria.
  • Added ability to store column width settings when defining default columns in Search to ensure an optimal view of the data in each column.
  • Added ability for users to configure by channel the Send Action buttons displayed in conversations.
  • Improved overall UX of Audit Logs to provide optimal display of data and eliminate the need for horizontal scrolling when viewing key details.
  • Optimized the reply functionality in Volume Control to default to a customer’s preferred channel of response.
  • Added ability for agents to modify a customer’s default language directly from the conversation insights panel.
  • Collapsed the default shortcut list view by category to make finding the appropriate shortcut easier during a conversation.
  • Added option to clear all recently viewed customers from the Recently Viewed panel.
  • Optimized Gmail integration so all replies to a single email create one connected, threaded conversation.

Select a month:
August 2019
July 2019
June 2019

 

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