Product Overview of Kustomer
Kustomer is a cloud-based customer service CRM platform designed to streamline communication and enhance customer support across multiple channels. Here’s a detailed look at what Kustomer does and its key features:
Core Functionality
Kustomer centralizes customer data and interactions, providing a comprehensive and contextualized view of each customer. This holistic approach helps businesses forge deeper customer relationships by capturing a 360° view of the customer, including purchase history, preferences, and insights from various sources.
Key Features
Unified Customer Timeline
Kustomer offers a single timeline where agents can view all customer interactions, such as email, live chat, telephone, SMS, Facebook, and sales data. This unified view enables quick and relevant responses to customer inquiries.
Data-Driven Conversations
The platform collects data at the point of order, facilitating proactive and personalized conversations with real-time updates. This feature helps in proactively servicing customers and enhancing their overall experience.
Custom Objects and Attributes
Kustomer allows businesses to track unique information using custom objects and attributes. These can be structured in a flexible, scalable, and easily accessible way, enabling the drawing of relationships between different data points.
Automation and Workflows
The platform supports service process automation, allowing businesses to automate repetitive tasks. This automation helps teams resolve difficult conversations quickly and efficiently. Workflows in Kustomer can be customized to fit specific business needs.
Team Pulse Dashboard
The Team Pulse dashboard provides real-time insights into what agents are working on, allowing managers to monitor and manage queue efficiency. This feature helps in optimizing agent allocation and reducing customer wait times.
Access Control and Security
Kustomer offers robust permissioning capabilities, allowing administrators to control what each user can see and do within the platform. This includes create, read, update, and delete permissions, as well as the ability to mask specific data based on user or role types.
Integration Capabilities
The platform is designed to easily ingest customer data from any third-party system. Kustomer provides an ecosystem of plug-and-play apps, turnkey integrations with major solution providers, and professional services for custom integrations.
Reporting and Analytics
Kustomer is praised for its in-depth reporting capabilities, which provide thorough insights into customer interactions and team performance. This helps businesses in retention, growth, and identifying areas for improvement.
Additional Benefits
- Highly Configurable: Kustomer is highly configurable in terms of features and functions, and it integrates well with outside tools, making it adaptable to various business needs.
- User-Friendly Interface: Despite some users noting a learning curve, the platform is generally user-friendly, with features like saved recent interactions and adjustable undo times for sent emails.
- Cost Efficiency: Kustomer aims to reduce costs by making data easily accessible and actionable, minimizing engineering efforts through seamless webhook updates.
In summary, Kustomer is a powerful CRM tool that enhances customer service by providing a unified view of customer interactions, automating workflows, and offering robust reporting and integration capabilities. It is particularly suited for businesses looking to streamline their customer support operations and foster deeper customer relationships.