Cust AI Product Overview
Cust AI is a sophisticated customer success and management platform designed to enhance and automate various aspects of customer interactions, leveraging advanced AI and integration capabilities. Here’s a detailed look at what the product does and its key features:
Core Functionality
Cust AI is built to streamline and personalize customer journeys, ensuring that customer success managers (CSMs) can engage with customers more effectively and efficiently. The platform automates routine tasks, provides valuable insights, and enables seamless integration with other CRM and customer success tools.
Key Features
Customer Journeys and Playbooks
Cust AI introduces the concept of “Customer Journeys,” where the platform autonomously gets to know customers, identifies their position in the ideal customer lifecycle, and executes relevant playbooks. This feature allows for full controls and customization options to build an optimal customer experience.
AI-Driven Onboarding and Feedback
The platform includes an “Onboarding play” that guides users from the sign-up to the activation stage using an AI agent. This agent asks customers about their goals, identifies success metrics, and assists in account setup. Additionally, the “Feedback play” engages customers in conversations to collect genuine feedback, understand satisfaction levels, and identify areas for improvement.
Advanced Email Capabilities
Cust AI now supports sending and receiving emails with HTML tags, enabling formatting features such as highlighting text, adding links, or images. Users can also update email subjects when initiating conversations, enhancing communication flexibility.
Integration with CRM Systems
The platform offers robust integration capabilities, including a two-way integration with HubSpot and a one-way integration with Salesforce. These integrations allow for automatic data synchronization between Cust and your preferred CRM or customer success management platform. For example, Cust can engage customers to update their billing details and send the updated credentials back to your CRM.
Real-Time Data Sync and Action Hub
Cust AI ensures real-time data synchronization, such as company and contact updates from Intercom, allowing for instant reactions to changes in customer profiles. The Action Hub’s Context panel has been enhanced with more customer information, making it easier for CSMs to make informed decisions.
Objective-Driven Communication
The platform can drive communication towards specific objectives tracked by custom customer attributes. For instance, it can prompt customers to submit their first order and terminate the communication once the order is confirmed.
Assistant Screen and Autopilot Settings
The Assistant screen provides an actionable summary of pending actions, valuable insights, and recommendations. It also allows access to Autopilot settings, enabling certain actions to be executed autonomously without manual intervention.
Conclusion
Cust AI is a powerful tool for customer success teams, offering a range of features that automate routine tasks, provide deep insights, and personalize customer interactions. With its advanced integration capabilities, AI-driven onboarding and feedback mechanisms, and real-time data synchronization, Cust AI helps CSMs deliver a more tailored and effective customer experience.