Customer-support experiences are built on three types of data: events, including site visits, transactions (online purchases) and conversations that happen across an ever-expanding number of channels like texts, emails and social. Kustomer's groundbreaking platform is the first to completely integrate these data types together in one actionable platform.
- Customer Timeline: Users can see these data types in one intuitive timeline interface for each customer. For example, an e-commerce company can quickly review previous conversations and then trigger a return without having to go to a different application. This is made possible by an integration between the Kustomer platform and third-party e-commerce tools.
- Smart Workflows: Users without a technical background can design customized processes for serving different groups of customers, with steps triggered by or influenced by specific types of data. For example, a user can define a unique set of actions that are triggered solely for VIP customers.
- Deep Customer Insights: Support teams can get richer insights into their customers with insightful and flexible reports that blend data from a variety of different sources and services in a secure and aggregated way. For example, a support team could see how different groups of customers are behaving after they have purchased a certain type of item.
The Kustomer platform also has a range of other features that will be new for support teams. Custom objects enable them to create unique custom fields that are personalized for their business. For example, this means a company that both sells and rents products could create unique functionality for each. 'Snoozing' provides agents with new ways to resolve issues. The agents can easily set triggers for returning to a customer in the future. For example, a follow-up with a customer could be scheduled when they receive a package in the mail.
"Our goal is to be our customer's friend and advocate, and the Kustomer timeline helps us do just that," said Charlie Taft, customer experience director at Outdoor Voices, a maker of technical apparel for recreation. "With a complete picture of the customer – and not the one-off, isolated ticket view – we're able to efficiently provide robust, personal service."
Kustomer has been piloting its platform since early summer and has attracted leaders in industries ranging from retail, e-commerce, fintech, on-demand services and online gaming. It has already been adopted by a growing list of companies including Crisis Textline, Dolls Kill, Headline Shirts, Healthiest, Hudl, LeadMethod, Motiv, Outdoor Voices, Stock Twits, Tarin Thomas, True Facet and WP Ninjas. Kustomer also announced an introductory period during which all customers will be able to use the platform for free until the end of March 2017.
Kustomer is the first intelligent customer-experience platform that focuses on people, not tickets. The founding team, comprised of former Salesforce and DataSift executives, created Kustomer to empower businesses of all sizes to provide better customer support by thoughtfully connecting applications and data together in a fully integrated and actionable platform. Backed by Canaan Partners, Boldstart Ventures, Social Leverage and BoxGroup, Kustomer was founded in 2015 with headquarters in New York City. For more information, please visit Kustomer.com.
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