Self-Service

Help customers help themselves

Scale customer support and reduce costs by helping customers find answers on their own.

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Reduce customer service costs by 40% with Kustomer’s self-service solution

New medication for fur babies
A customer wonders if he can update his monthly subscription plan to include a new pet medication.
The customer performs a Google search and sees a knowledge base article on the topic from the brand. When the customer clicks to the knowledge base article, see lots of text about how he can update plan.
A person feeds a treat to a white Shiba Inu while a brown Shiba Inu watches nearby. Both dogs stand on a wooden floor with sunlight shining in.
A green icon of a closed spiral-bound notebook with a large question mark on the cover.
Searches the knowledge base for adding medication
A purple speech bubble icon with three horizontal dots in the center, indicating a typing or messaging symbol.
AI chatbot pops in to help
AI jumps in proactively
An AI chatbot pops up on the Help Center and asks if it can help.
Customer asks the chatbot about the details of his subscription question. Chatbot asks customer to provide email address in order to serve better. The customer provides his email address and the chatbot searches the CRM for his record.
Chatbot locates customer’s record and shows info about his subscription plan within the chat widget.
Chatbot asks what pet medication customer wants to add.
A man wearing glasses sits on the floor using a laptop, with a Shiba Inu dog beside him. Sunlight enters the room, and there are plants, a sofa, and a blue chair in the background.
Simple blue outline of a user profile icon, showing a circular head and shoulders on a light gray background.
Pulls up account subscription plan
A green square icon with a white upward-pointing arrow above a horizontal white line, symbolizing the action to upload or move something upwards.
Upload prescription
Subscription plan updated
Customer uploads prescription to chatbot.
Chatbot adds to current subscription plan.
Customer is happy and thanks chatbot. Chatbot asks if his issue was resolved or if he needed to be transferred to a live agent.
Customer clicks button in chat to confirm issue is resolved.
A man wearing glasses sits on the floor using a laptop, with a Shiba Inu dog beside him. Sunlight enters the room, and there are plants, a sofa, and a blue chair in the background.
A green circle with a white check mark in the center, commonly used to indicate approval, success, or confirmation.
Agent offered, but not needed. Thank you!

Self-Service

Instant solutions at their fingertips, anytime they need them.

A person in glasses hugs a Shiba Inu dog that looks happy and relaxed, eyes nearly closed, while sitting on the floor at home. A yellow circle highlights the dog’s face.

Self-service helps customers faster

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

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AI Chatbot

Personalize responses to customer inquiries 24/7 based on intent detection capabilities coupled with CRM data and knowledge base information. Build and deploy sophisticated AI agent workflows across service channels with a simple, easy-to-use visual interface.

Automated AI  resolutions

Easily connect Kustomer with third party data sources to automate more customer resolutions and actions across any channel without requiring an agent.

Knowledge base

Customer support journeys often begin with a Google search. That’s why Kustomer’s Knowledge Base is search-engine optimized with title, keyword and tag configuration. Our Knowledge Base is also easy to navigate so customers find answers effortlessly. Our visual theme builder makes it easy to customize the look and feel for different audiences, regions, languages or brands.

A woman with long dark hair, wearing a rust-colored top, sits with her eyes closed, holding a small dropper bottle near her face. A yellow circle highlights her face. The background is softly lit and minimal.

In the first week post-launch, Makesy’s self-service chatbot powered by Kustomer resolved 48 tickets without connecting customers to an agent. Within three months, that number grew to 71. Makesy’s customer service agents are no longer overwhelmed, and they’ve received higher customer reviews based on positive customer interactions—perpetuating a cycle of happier agents.

Dave Weiner

Head of Customer Experience

See Kustomer’s proactive 
solution in action.

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