Kustomer is a cloud-based customer service and CRM platform designed to help businesses of all sizes streamline their customer support and communication processes across multiple channels.
Key Functionality
Omnichannel Support
Kustomer enables businesses to manage customer interactions through various channels, including email, live chat, telephone, SMS, Facebook, and more. This omnichannel approach provides a unified view of customer interactions, allowing agents to respond quickly and with relevant information.
Comprehensive Customer Profiles
The platform captures a holistic view of customers, including purchase history, preferences, and insights from multiple sources. This 360° view helps in creating detailed customer profiles, facilitating proactive and personalized conversations.
Automation and Workflows
Kustomer allows for the automation of repetitive tasks through customizable workflows. This feature helps in scaling business operations by providing agents with the time and information needed to resolve complex customer issues efficiently.
Task Management
The recently introduced
Tasks feature enables agents to create, assign, and manage internal work separate from customer-facing conversations. This includes generating and assigning tasks automatically through AI agents, integrating with task routing, and ensuring clear communication and reduced mistakes. Tasks can be customized to fit specific business processes and are included in the existing plan without additional cost.
Reporting and Analytics
Kustomer offers in-depth reporting capabilities that provide full visibility into customer insights and team performance. The platform helps in tracking team productivity, customer retention, and growth, making it an invaluable tool for data-driven decision-making.
Integration and Customization
The platform is highly configurable and integrates seamlessly with external systems through an ecosystem of plug-and-play apps and turnkey integrations. Custom objects and attributes allow businesses to track unique information and draw relationships between different data points, ensuring all relevant data is connected and easily accessible.
Team Performance and Collaboration
The
Team Pulse dashboard allows managers to view what agents are working on in real-time, manage queues effectively, and ensure efficient agent allocation. Features like comments and @-mentions facilitate clear communication among teams, enhancing collaboration and reducing friction.
Security and Access Control
Kustomer provides robust permissioning and access control, allowing administrators to grant different levels of access to users. This includes create, read, update, and delete permissions across the platform, ensuring that sensitive information is protected and only accessible to authorized users.
User Experience
While Kustomer is praised for its sleek and user-friendly design, some users note a slight learning curve for the web interface. However, the platform’s overall usability and features, such as the ability to save recently viewed interactions and adjust the undo time for sent emails, contribute to a positive user experience.
In summary, Kustomer is a powerful CRM and customer service platform that offers a comprehensive suite of features to enhance customer support, streamline internal workflows, and provide deep insights into customer interactions. Its flexibility, customization options, and integration capabilities make it a robust solution for businesses aiming to deliver exceptional customer service.
