In today's fast-paced world, providing exceptional customer service is more important than ever. Customers have come to expect nothing but the best, and ecommerce businesses that fail to meet these standards risk falling behind. This is where Kustomer comes in – a platform that offers a unified, comprehensive system to stay engaged with your buyers.
Kustomer provides a single location where companies like yours can access all of their customer data, allowing you to have a complete view of any outstanding issues or concerns. This data can then be used to provide personalized, efficient, and effective support, leading to improved customer satisfaction and loyalty.
In this blog post, we will dive deeper into the features of this tool, as well as explore some of the ways in which Kustomer can help you foster meaningful experiences that will leave your shoppers smiling ear to ear.
What is Kustomer? 🚀
Kustomer is a cloud-based CRM (customer relationship management) software that pulls all relevant data into one easy-to-access place. The platform was founded in 2015 with the goal of simplifying customer service and enabling businesses to provide more dynamic and interactive support.
With Kustomer, you can have every bit of info that's been sent from various sources at your fingertips, no matter if it originated from social media, email, SMS, or phone calls. All interactions are neatly organized in a single dashboard, which enables a 360-degree view of your customer's history and preferences. This, in turn, can help you provide better support and more tailored recommendations, in a fraction of the time.
How does Kustomer work? 🤔
Kustomer works by establishing a centralized platform for managing conversations with your buyers. The tool seamlessly integrates with various data sources, such as email, chat, and social media, to put forth an all-encompassing view of customer interactions and previous outreach.
The beauty of Kustomer is that it plugs directly into your setup, transforming what was once a messy, complicated process into something that is easy to get a handle on. In our experience, customer support – especially in the world of ecommerce – can be extremely complicated, since there are so many different places that your customers can hear about your brand and reach out to you. Kustomer essentially clears the clutter, letting you access all conversations in one hassle-free location.
It offers a powerful set of features that hook into your existing tech stack, syncing with popular systems such as Shopify, Salesforce, and Zendesk. It also supports integrations with popular messaging apps such as WhatsApp, Twitter, Instagram, and Facebook Messenger, enabling you to reach your customers where they are. This helps you provide a smooth, seamless experience , taking advantage of the messaging apps that your shoppers are already familiar with.
When a customer reaches out to your business through any of the supported channels, Kustomer's smart routing system automatically forwards the inquiry to the appropriate agent or team. The platform uses AI-powered automation to categorize messages and prioritize urgent inquiries, allowing you to respond quickly to inquiries and order questions.
The timeline gives your agents all the information and customer details they need to be effective and do their jobs properly. It includes information on past purchases, old messages, and customer feedback from prior interactions. Agents can use this data to provide personalized recommendations and customized support that meets the unique needs of each customer.
The platform's built-in chat functionality enables real-time communication between agents and customers, which helps you provide lightning-quick support. Kustomer also makes use of automated chatbots that can handle routine inquiries, freeing up agents to focus on more complex issues.
If you're left wondering where you might need to pivot to make your customer support even better, Kustomer also offers rich analytics, providing tools for measuring your performance. The platform empowers custom reporting and analysis, which can help you pinpoint areas for improvement and make data-driven decisions about how to take your operations to the next level.
Kustomer Key Features 🧰
Kustomer offers a range of powerful features that enable you to harness the power of technology and provide exceptional customer service around the clock. Here is a sampling of some of Kustomer's key features:
Timeline view
Kustomer's unified dashboard provides you with a comprehensive view of customer interactions – no matter where they came from. You can access all customer information from various sources, including social media, website chat transcripts, SMS messages, and more. This empowers you to truly understand the issue at hand, and provide educated, informed support that meets the demands of each and every customer.
Omnichannel support
Kustomer's omnichannel approach to customer service allows you to communicate with customers in a way that maximizes efficiency. The platform's built-in chat functionality enables real-time communication between agents and customers, making it easy for you to provide fast and responsive support. With all issues that are tied to the same customer consolidated into one panel, there is no more duplicating tickets or getting lost as you toggle through multiple different tabs.
AI-powered automation
Kustomer uses artificial intelligence to automate routine tasks such as directing inquiries and categorizing messages. This reduces response time and doesn't bog down your resources, streamlining your operations and leading to improved customer satisfaction. Kustomer also supports automated chatbots that can handle basic questions that don't require human intervention, enabling you to provide 24/7 support to your biggest asset: your customers.
Kustomer FAQs 🙋
How does Kustomer protect customer data?
Kustomer makes clear that they take data privacy and security seriously. The platform uses advanced security measures, such as encryption, firewalls, and access controls, to safeguard customer data from unauthorized access, theft, or disclosure. Kustomer also complies with industry-standard regulations – such as GDPR – to ensure that customer information is handled responsibly.
What types of businesses can benefit from using Kustomer?
Kustomer is suitable for businesses of all sizes and industries that want to optimize their customer service operations. The platform is particularly beneficial for ecommerce businesses with an online presence on multiple platforms, as it provides a centralized location for managing customer conversations.
Can Kustomer integrate with other tools and platforms?
Yes, Kustomer supports integration with a wide range of other tools and platforms that are commonly used, including productivity software, messaging apps, and ecommerce platforms like Shopify. They have a full list of supported integrations here.
Kustomer Pros ✅
- Advanced automation: Kustomer uses advanced automation features, such as AI-powered chatbots and intelligent routing, to automate routine tasks and improve response times at scale. Kustomer's approach is not just about reducing workload – it's also about improving the customer experience. Kustomer's chatbots are designed to provide contextually relevant responses, analyzing customer intent on the fly.
- Flexible and customizable: Kustomer's extensive integration capabilities and customizable features make it a flexible solution for businesses at every stage of growth. The platform can be tailored to meet the unique needs of everyone using it, plugging into your existing tech stack with little difficulty.
- Proactive customer service: Kustomer enables you to take a proactive approach to customer service by providing updates to potential issues. For instance, you can identify problems like shipping delays and offer resolutions ahead of time. This not only lets you anticipate the needs of your customers, but also helps you cultivate loyalty over the long term.
- Time-saving tools: With Kustomer, efficiency is the name of the game. They offer auto-translation services for 70+ languages and give you quick access to canned, previously-crafted responses, suggested actions, dynamic text, and so much more. This cuts down on the time it takes to handle issues – no matter how many customers you are serving at once.
Kustomer Cons ❌
- Steep learning curve: Kustomer can potentially be challenging to learn, particularly for businesses that are new to customer service software. The platform offers a wide range of features and customization options, which can be overwhelming for new users. Luckily, there are developer resources and a help center available on their website.
- Price: Some might find Kustomer's pricing to be on the higher side, particularly for smaller businesses with lower budgets. It's important to keep in mind, however, that keeping your customers satisfied is the single most important thing you can do as a business owner, especially as your operations grow.
- Limitations on reporting: While Kustomer offers extensive reporting features, it can't do everything, and some users may find the platform's reporting customization options to be limited. Businesses that require highly specific or more detailed reporting may find that Kustomer's reporting features do not meet their needs.
Kustomer Pricing 💰
Kustomer offers several pricing tiers, including a Professional Plan, a Business Plan, an Enterprise Plan, and an Ultimate Plan. Prices range from $29 per month/per user for the Professional Plan, and $139 per month/per user for the Ultimate Plan.
Additional features, access, and customization options are unlocked as you scale up your package selection. Kustomer offers a free trial so that businesses can test the platform before making a long-term commitment.
Final Thoughts 🕵️♀️
As we wrap up our Kustomer review, it's clear that this platform is a top contender for businesses looking to take their customer service operations to new heights. With a wide range of benefits, a multitude of integrations, quality assurance, and the ability to simplify the complex nature of customer support, Kustomer offers a practical solution for ecommerce businesses everywhere.
Of course, Kustomer is not without its limitations. The platform can be tricky to learn without putting in the time, particularly for businesses that are new to customer service software or the world of online business in general. Additionally, businesses that require highly specific or detailed customization may find Kustomer's options to be limited, unless they're able to splurge for the higher-priced subscription models.
Despite these drawbacks, however, Kustomer remains a powerful and valuable tool for companies that make exceptional customer service a priority – which, if you're serious about accelerating your business and crushing the competition, should be everyone.
In the end, whether you're a small business looking to scale your support efforts or a large enterprise in need of a flexible platform that can handle a massive volume of interactions, Kustomer is an excellent choice. By offering a dynamic, centralized platform that is well-suited to serve the needs of shoppers, Kustomer provides the tools you require to execute at a high level and build relationships with your customers that will benefit you for a long time to come.
👉 Sign up for Kustomer here.
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