Nearly all customer experience leaders and agents are familiar with a ticking system. But, Kustomer isn’t a ticking system.
So, it’s no surprise that we get asked a lot - why doesn’t Kustomer use tickets? What does it use instead?
We know it’s a shift in how customer experience teams work, so we’re digging into what a “conversation” is and why it’s the future of how to deliver a stellar customer experience.
What is a conversation in Kustomer?
Other platforms call them “tickets”. A “conversation” is our version of that record - but the conversation is part of a larger holistic view of customer-centric customer service.
A conversation goes on the Kustomer Timeline - a unified customer view that gives agents a complete, real-time view of every customer interaction across channels like email, chat, SMS, and social in a single screen. This eliminates the need to switch between tickets or systems, allowing agents to understand the full context instantly and deliver personalized support. Kustomer keeps the focus on the customer journey, not just the latest issue. This leads to better experiences and higher satisfaction.
In contrast, legacy ticketing systems isolate interactions. Agents must toggle between tickets and tabs, digging through siloed records to reconstruct a customer’s story. This wastes time and often misses key context. This also increases the risks of impersonal, repetitive support if agents do not or cannot find the context they need.
Why are conversations superior to tickets?
It’s simple: a conversation-based model works better for agents and customers.
The ticket model inadvertently encourages agents to just think about solving the issue at hand rather than giving the customer a great experience. If it takes them extra time to dig for the information they need to go above and beyond, they might not.
Overall, we find that a conversation-based model boosts productivity and customer satisfaction simultaneously.
Companies that switch from legacy systems to Kustomer find that they can reduce handle time and maintain or deliver higher CSAT. UNTUCKit shortened voice calls by 30 seconds and boosted agent productivity by 25% when they switched to Kustomer thanks to the holistic experience.
Let’s dig into some of the ways why a conversation-based model can deliver results like these:
Save agent time
How many times per day do you think that your customer service agents toggle between apps and websites to do their jobs? Harvard Business Review reported that the average knowledge worker toggled about 1,200 times per day, which accumulated to spending about 9% of their time at work reorienting themselves after toggling.
Using Kustomer with a unified view on the Timeline can cut down on this wasted time from toggling between tabs to get necessary information. This in turn shortens the average handle time because it allows agents to resolve issues more quickly.
Provide a higher level of service
You’ve likely experienced this as a consumer: It’s frustrating to reach out to a brand’s support multiple times, whether to resolve an ongoing issue or because you’re a repeat customer - and have to re-explain everything about your issue, purchase, or account. That often happens when the brand’s customer support platform is ticket-based and treats each communication or issue like its own independent entity.
Instead, it’s a much nicer experience to reach out and the agent already is up to speed on the issue, your account, and your purchasing history. It saves you time and makes you feel like you’re actually receiving service - and that’s how it should be!
Take advantage of AI
With a conversation-based approach to customer service, Kustomer makes it easier to work in AI to supercharge your team. You don’t need to inflate your tech stack by bolting on an AI tool that can only deflect some simple customer inquiries.
In Kustomer, AI is built in. With AI Agents for Customers, you can automatically resolve up to 40% of support inquiries because the AI is leveraging the full customer timeline—every interaction, purchase, and preference—to deliver intelligent, personalized support instantly. Unlike siloed, ticket-limited systems, Kustomer's built-in AI handles tasks end-to-end with context, delivering support that feels human.
With our new AI Agents for Reps functionality, you can give your reps a smart AI copilot that’s always in their corner.
With real-time collaboration, reps can ask questions and get instant, personalized answers pulled from across your data sources. From troubleshooting faster to drafting customer responses using CRM data and internal knowledge, AI Agents boosts your agents’ efficiency up to 30%. It’s all made possible because all of the customer’s information is in one unified view - not spread across potentially dozens of tickets over a customer’s history with your brand.
Conclusion
Legacy customer support platforms solve tickets. Kustomer builds relationships. By centralizing all data, automating intelligently, and empowering agents with context, Kustomer allows customer service agents to deliver faster resolutions and personalized support. Plus, it’s scalable without the baggage of add-ons or outdated systems.
Looking for a deeper dive comparing customer experience platforms? Check out our guide: What to look for in a customer experience CRM platform
Ready to explore how Kustomer can supercharge your brand’s customer experience? Talk to our team today!
