Kustomer - Detailed Review
Customer Service Tools
Kustomer - Detailed Review Contents
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Kustomer - Product Overview
Kustomer Overview
Kustomer is an AI-powered customer service CRM platform that revolutionizes how businesses interact with their customers. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
Kustomer’s primary function is to provide a comprehensive and integrated customer service solution. It combines AI, CRM integration, and proactive support to enhance the efficiency and effectiveness of customer service operations. The platform focuses on streamlining customer interactions across multiple channels, including email, chat, phone, and social media, to deliver personalized and efficient customer service.Target Audience
Kustomer caters to a diverse range of industries, including e-commerce, retail, hospitality, and technology. It is ideal for businesses of all sizes, from startups to large enterprises, that prioritize customer service and aim to improve their customer interactions.Key Features
Omnichannel Customer Service
Kustomer allows businesses to interact with customers across multiple channels, ensuring a seamless and consistent customer experience.Real-Time Data Integration
The platform integrates customer data from various sources, providing a 360° view of the customer. This includes purchase history, preferences, and insights, enabling proactive and personalized conversations.AI Agents
Kustomer features SMART AI Agents that automate routine tasks, provide 24/7 instant support, assist agents with faster solutions, and offer real-time performance insights for leaders.Automation and Workflows
The platform automates repetitive tasks through workflows, freeing up agents to focus on more complex issues. It also allows for the customization of AI Agents to fit specific business needs.Customizable Reporting and Analytics
Kustomer offers powerful analytics tools and customizable reporting features, helping businesses gain valuable insights into customer behavior and optimize their operations.Scalability and Flexibility
The platform is designed to scale with businesses, adapting to the changing needs of organizations from startups to enterprise-level companies.Integration Capabilities
Kustomer integrates seamlessly with other business tools and systems, making it easy to streamline customer service operations and access relevant data from external systems. Overall, Kustomer stands out with its ability to integrate AI with a comprehensive CRM system, providing a single, comprehensive view of the customer and enhancing service delivery through proactive support and advanced automation. Kustomer - User Interface and Experience
User Interface
Design and Usability
Kustomer’s interface is described as “sleek and well-designed,” making it easy for customer service agents to use. The platform is highly configurable, allowing users to set up various features such as chatbots, FAQ pages, and contact forms with ease. The UI is streamlined, ensuring that agents can quickly access and manage customer interactions across multiple channels, including email, live chat, SMS, social media, and voice.Ease of Use
User-Friendly Features
Users have highlighted that Kustomer is very user-friendly. Features like the ability to save recently viewed interactions and adjust the undo time for sent emails contribute to its ease of use. The platform also provides real-time guidance during live interactions through its AI capabilities, such as intent detection and agent assist, which help agents resolve issues quickly and effectively.Overall User Experience
Positive Feedback
The overall user experience with Kustomer is positive, with many users appreciating the comprehensive reporting capabilities and the ability to see a customer’s entire history in one place. This includes all interactions such as chats, calls, emails, and SMS, making it easier to deliver information to customers. The interface is easy to adapt to, and the side panel tools along with pre-made email macros enhance the user experience.Minor Drawbacks
However, there are some minor drawbacks mentioned. For instance, the web interface can have a bit of a learning curve, and the SDKs can be difficult to integrate due to poor documentation. Additionally, some users find the filters for new searches and the reporting setup to be a bit tricky.Conclusion
In summary, Kustomer’s user interface is intuitive, highly configurable, and focused on providing a seamless experience for customer service agents. While there are some minor challenges, the overall feedback suggests that Kustomer is a user-friendly and effective tool for managing customer interactions. Kustomer - Key Features and Functionality
Kustomer Overview
Kustomer, a leader in AI-powered customer service, offers a suite of features that significantly enhance customer support and internal workflow management. Here are the main features and how they work:Unified Customer View
Kustomer provides a comprehensive and unified view of each customer, including conversations, tickets, orders, and customer information. This unified view, stored natively within the Kustomer platform, allows agents to deliver faster and more personalized service by having all relevant information in one place.Proactive Support
Using data analytics, Kustomer anticipates customer needs before they reach out. This proactive assistance reduces inbound support volume and improves customer satisfaction by addressing issues before they escalate.Timeline and CRM Integration
Kustomer combines CRM capabilities with a timeline view, enabling agents to access historical interactions, preferences, and order history. This integration allows for highly personalized service by providing a complete context of the customer’s history.Omnichannel Messaging
Kustomer supports seamless communication across multiple channels such as email, chat, social media, and SMS. Agents can respond to customers on any platform, ensuring consistent and cohesive customer experiences.Data-Driven Insights
Kustomer’s analytics provide actionable insights into customer behavior and performance metrics. Businesses can make informed decisions based on real-time data, helping them optimize their customer service operations.Tasks Feature
The Tasks feature allows teams to manage, assign, and collaborate on internal work without leaving the Kustomer platform. Here are some key aspects of Tasks:Flexible Workflows
Tasks support customizable workflows that improve collaboration and keep teams organized.Seamless Assignments
Tasks can be assigned to specific users or teams easily, ensuring the right person handles the task.Real-Time Collaboration
Agents can use comments and @-mentions to enhance internal communication.Task Tracking and Reminders
Due dates can be set, and progress can be tracked to ensure timely task completion. Automated reminders help ensure tasks are completed on time.AI-Driven Task Management
Kustomer’s AI Agents automate task creation based on customer interactions, routing tasks to the right team member quickly.Skills-Based Routing (SBR)
Skills-Based Routing matches customer inquiries with agents who have the right expertise. This feature ensures that customers are connected with the most suitable agents to handle their specific needs, enhancing customer support and maximizing agent expertise.AI Agents
Kustomer’s platform includes SMART AI Agents that automate routine tasks and deliver highly personalized solutions:24/7 Support
AI Agents provide instant, human-like support around the clock, going beyond basic text-to-speech interactions.AI Voice
Businesses can leverage AI to scale voice interactions seamlessly, with high-quality service and smooth transitions between AI and human agents. AI Voice is included at no additional cost beyond standard telephony usage.Automated Conversation Classification
AI Agents classify conversations, manage queues, and route them to the appropriate agents or AI systems.Customer Sentiment Analysis
AI Agents analyze customer sentiment to provide insights and suggest appropriate responses.Pricing Model
Kustomer’s pricing model is based on a conversation-based approach, where businesses only pay for what they use. This model eliminates traditional seat-based pricing and includes all AI capabilities at no extra cost, allowing businesses to scale effortlessly with unlimited users.Integration and Automation
Kustomer integrates with various external tools and services, such as Yuma AI, to enable true AI automation. For example, Yuma AI can perform autonomous actions like managing orders, subscriptions, and customer accounts, and even troubleshooting issues.Conclusion
In summary, Kustomer’s AI-driven features are designed to streamline internal workflows, enhance customer support, and provide personalized experiences across all channels. The integration of AI throughout the platform automates routine tasks, ensures efficient task management, and provides valuable insights, all while maintaining a human touch in customer interactions. Kustomer - Performance and Accuracy
Performance
Kustomer has made significant strides in integrating AI into its customer service platform. Here are some notable performance enhancements:Automation and Response Times
Kustomer’s AI-powered self-service bot, Customer Assist, automates accurate responses to 45% of inbound inquiries, significantly reducing response times. Additionally, Agent Assist, its agent co-pilot, helps customer support representatives resolve issues 65% faster.AI Agents
The platform introduces SMART AI Agents that automate routine tasks and deliver highly personalized solutions. For example, 40% of all conversations at Vuori, a Kustomer client, are fully automated using these AI Agents, freeing up human agents for more complex and personalized interactions.Efficiency and Scalability
Kustomer’s AI-native platform allows businesses to scale seamlessly with AI included at no extra cost and supports unlimited users, making it easier to manage growing customer demands.Accuracy
The accuracy of Kustomer’s AI-driven features is also noteworthy:Contextual Responses
Kustomer’s chatbots provide contextually relevant responses by analyzing customer intent in real-time. This ensures that customers receive accurate and relevant information quickly.Customer Sentiment Analysis
The platform includes features like customer sentiment analysis, which helps in accurately understanding customer emotions and responding appropriately.Automated Conversation Classification
Kustomer IQ integrates machine learning models to classify conversations accurately, ensuring they are routed to the right agents or automated processes.Limitations and Areas for Improvement
While Kustomer performs well in many areas, there are some limitations and areas where improvements can be made:Data Fetch Limitations
Kustomer has a limit of 10,000 records that can be fetched in a single request, which can lead to data loss if an entity holds more than 10,000 records. Workarounds include applying filters or successive filter values in subsequent requests.Filtering and Sorting Issues
There are inconsistencies in sorting results when using multiple fields, and certain combinations may yield incorrect results. For example, sorting by `progressiveStatus desc, name asc` might only sort by `progressiveStatus`.Learning Curve
The platform can be challenging to learn, especially for businesses new to customer service software. The extensive features and customization options can be overwhelming, although developer resources and a help center are available.Reporting Limitations
While Kustomer offers extensive reporting features, some users may find that it cannot meet all their reporting needs, particularly for highly specific or detailed customizations.Conclusion
Kustomer’s performance and accuracy in AI-driven customer service are strong, with significant improvements in automation, response times, and personalized customer experiences. However, it is important to be aware of the limitations, such as data fetch restrictions and potential learning curve challenges, to ensure the platform is used effectively. Overall, Kustomer remains a valuable tool for businesses prioritizing exceptional customer service. Kustomer - Pricing and Plans
Kustomer Pricing Overview
Kustomer, an AI-driven customer service platform, offers a structured pricing structure with various plans and features to cater to different business needs.Traditional Pricing Model
Enterprise Plan
- Price: $89 per month per user.
- Features:
- Email, Chat, SMS, Social, WhatsApp, Self-service
- Voice Provider Integration
- Proactive Chat
- Actionable Integrations
- Business Process Automation via Workflow Engine
- Standard and Custom Reporting
- Multilingual Support
- Satisfaction Measurement and Reporting
- Conversational Assistant Lite (Unlimited Routing Chatbots)
- Language Detection: 5 Languages
- Sentiment Analysis
Ultimate Plan
- Price: $139 per month per user.
- Features: Includes everything in the Enterprise plan, plus:
- Enhanced Routing
- Real-time Dashboards
- Live Agent Auditing
- Unlimited Collaboration Users
- Sandbox Access
- Extended API Rate Limit
- SAML Single Sign-On
- Set Allowed IP Ranges
Add-ons and Additional Costs
- Kustomer IQ: $20 per month per user.
- Amazon Connect: $49 per month per user.
- Increased API Usage: $25 per month per use.
- Various integrations and third-party apps, which may incur additional fees.
New Pricing Approach
Kustomer has recently introduced a new pricing model that deviates from the traditional seat-based pricing.Conversation-Based Model
- This model offers unlimited seats, unlimited AI, and an unlimited platform, all bundled into a simple price per conversation.
- Pricing starts at 59 cents per conversation.
No Free Plan
Currently, Kustomer does not offer a free plan. The pricing is based on either the per-user model for the Enterprise and Ultimate plans or the new conversation-based model. In summary, Kustomer provides comprehensive customer service tools with two main traditional plans and a new conversation-based pricing model, each with a range of features to suit different business requirements. Kustomer - Integration and Compatibility
Kustomer Overview
Kustomer, a comprehensive customer service platform, integrates seamlessly with a variety of tools and platforms to enhance its functionality and provide a unified customer service experience. Here are some key integration points and compatibility features:Integration with Contact Center AI Platform (CCAI)
Kustomer integrates with Google Cloud’s Contact Center AI Platform (CCAI), enabling several advanced features. This integration allows agents to make and receive calls directly from within the Kustomer platform using the click-to-call feature. It also syncs agent statuses between Kustomer and CCAI, ensuring that agent availability is accurately reflected across both platforms. Additionally, the integration automates the creation and updating of sessions in Kustomer based on various call and chat interactions.Omnichannel Messaging and CRM Integration
Kustomer supports omnichannel messaging, allowing agents to communicate with customers through email, chat, social media, and SMS. This is integrated with CRM capabilities, providing a timeline view of customer interactions, including historical conversations, preferences, and order history. This unified view helps agents deliver more personalized and efficient service.Aircall Integration
The integration with Aircall enables support teams to handle calls directly from the Kustomer platform. This integration includes screen pop capabilities, where incoming calls display previous conversations associated with the contact, including date, time, duration, and call recordings. It also allows for setting up triggers and intelligent workflows to increase efficiency and save time.Zapier Integration
Kustomer can be integrated with various applications using Zapier, a no-code automation platform. For example, integrating Kustomer with Customers.ai through Zapier allows for automating workflows such as creating conversations in Kustomer and adding contacts to automations in Customers.ai. This integration is user-friendly and can be set up in minutes without requiring any coding.Custom Fields and Developer Settings
Administrators can create custom fields in Kustomer to better structure data. These custom fields can include account and record fields, which are then synced with other integrated platforms like CCAI. This customization ensures that the data is accurately reflected and utilized across different systems.Agent Experience and Workflow Automation
The integration with CCAI Platform and other tools like Aircall enhances the agent experience by providing a seamless workflow. Agents can manage all customer interactions in one place, including calls, chats, and emails. The agent adapter in Kustomer automatically pops up with related conversation records, making it easier for agents to handle customer inquiries efficiently.Compatibility Across Devices and Platforms
Kustomer is designed to be compatible across various devices and platforms. It integrates with cloud-based call center solutions like Aircall, which can run on any device. Additionally, the platform’s MVC architectural pattern ensures extensibility and flexibility, making it adaptable to different organizational needs and technological environments.Conclusion
In summary, Kustomer’s integration capabilities are extensive and designed to streamline customer service operations by providing a unified, omnichannel experience. Its compatibility with various tools and platforms ensures that it can be seamlessly integrated into existing workflows, enhancing both agent efficiency and customer satisfaction. Kustomer - Customer Support and Resources
Kustomer’s Comprehensive Customer Support
Kustomer offers a comprehensive suite of customer support options and additional resources, particularly within their AI-driven customer service tools.Customer Support Options
Kustomer provides 24/7 support, available every day of the week. Here are the key aspects of their support policy:Incident Submission
Customers can report errors or abnormal behavior of the platform through the Kustomer Messenger or via email at support@kustomer.com. Clients are required to provide detailed information, such as the aspects of the platform affected, the impact on users, start time of the incident, steps to reproduce the issue, relevant log files, and any error messages.
Incident Response
Kustomer assigns a priority level to each incident, with response times varying based on the priority:
- Priority 1: Critical issues with no workaround, targeting a response within 2 hours.
- Priority 2: Performance degradation or severe impact on multiple users, targeting a response within 1 day.
- Priority 3: Non-critical issues with minimal impact, targeting a response within 3 days.
AI-Driven Support Tools
Kustomer’s AI capabilities are integrated into several tools to enhance customer service:Kustomer Assist
This AI-powered platform automates various aspects of customer interactions. It includes features such as:
- Intent Detection: Uses NLP to analyze customer messages and detect intent, issue type, urgency, and potential resolution pathways.
- Self-Service and AI Chatbots: Automates responses for common, low-complexity issues, such as answering questions or providing order status updates without human intervention.
- Sentiment Analysis: Continuously analyzes customer language and tone to assess their emotional state and escalate issues if necessary.
- Agent Assist: Provides real-time recommendations to customer service representatives during live conversations, suggesting the next best actions or relevant knowledge base articles.
- Predictive Analytics: Analyzes historical interaction data to predict customer satisfaction outcomes and recommend preemptive actions.
- Omnichannel Support Automation: Maintains context across various communication channels, ensuring consistent service regardless of how customers reach out.
Additional Resources
- Knowledge Base: Kustomer’s Knowledge Base is search-engine optimized and easy to navigate, allowing customers to find answers quickly. It is customizable for different audiences, regions, languages, or brands.
- Community Support: The Kustomer Community is a platform where users can share knowledge, seek support, exchange ideas, and provide feedback. It includes features like asking the community questions, browsing feature requests, and getting the latest updates.
- Guides and Resources: Kustomer offers various guides, webinars, and blog posts that provide insights into customer service best practices and how to effectively use their tools. These resources help businesses enhance their customer service operations and stay updated with the latest CX insights.
These resources and support options are designed to help businesses deliver fast, personalized, and efficient customer service while reducing operational overhead.
Kustomer - Pros and Cons
Advantages of Kustomer
Kustomer offers several significant advantages in the AI-driven customer service tools category:Enhanced Efficiency and Productivity
Kustomer significantly boosts agent productivity, with real-world case studies showing an increase of up to 25%. The platform automates routine tasks, such as routing conversations to the right agents, automating common responses, and providing real-time guidance during live interactions.Personalized and Proactive Support
Kustomer enables proactive, personalized conversations by collecting data at the point of order and integrating it into a comprehensive customer profile. This includes purchase history, preferences, and insights from various sources, allowing for real-time updates and proactive service.Advanced AI Capabilities
The platform features advanced AI agents that can handle a wide range of tasks, from resolving routine inquiries to assisting human agents with complex cases. These AI agents are powered by Kustomer’s proprietary KIQ technology and large language models (LLMs), ensuring rapid and efficient resolutions across all channels.Omnichannel Support
Kustomer maintains context across various communication channels, including email, live chat, SMS, social media, and voice. This ensures customers receive consistent, seamless service regardless of how they reach out.Predictive Analytics and Sentiment Analysis
The platform analyzes historical interaction data to predict customer satisfaction outcomes and identifies patterns that may lead to low satisfaction. It also continuously assesses the customer’s emotional state through sentiment analysis, escalating issues or recommending responses to de-escalate situations when necessary.Scalability and Cost Reduction
Kustomer is highly scalable, accommodating the needs of growing businesses from startups to large enterprises. It aims to minimize operational costs by integrating various customer service functions into a single platform, reducing the need for multiple tools and services.Comprehensive CRM Integration
Kustomer provides a 360-degree view of the customer by capturing a holistic view of their data, including purchase history, preferences, and interactions. This comprehensive data integration helps in forging deeper customer relationships and responding to customers more quickly and relevantly.Disadvantages of Kustomer
While Kustomer offers numerous benefits, there are also some potential drawbacks to consider:Learning Curve
The platform has a comprehensive set of advanced features, which can result in a steep learning curve for some users. This may require additional time and training for agents to fully utilize the platform’s capabilities.Integration Dependencies
Although Kustomer supports numerous integrations, there can be dependencies on specific third-party services. This could be a limitation for businesses that rely heavily on particular external systems.Premium Pricing
Kustomer’s advanced features and scalability come at a premium price, which might be a barrier for smaller businesses or startups. The cost could be prohibitive for those with limited budgets.Customization and Setup
While the AI Agent Studio makes setting up and customizing AI agents relatively easy, there may still be some effort required to tailor the agents to meet the specific needs and tone of the business. This could involve some initial setup and ongoing management. By weighing these advantages and disadvantages, businesses can make an informed decision about whether Kustomer aligns with their customer service goals and operational needs. Kustomer - Comparison with Competitors
Unique Features of Kustomer
- Integrated CRM: Kustomer stands out with its full CRM integration, allowing businesses to manage the entire customer journey from a single platform. This includes intelligent automation, predictive insights, and personalized engagement, all within a unified interface.
- SMART AI Agents: Kustomer’s platform features SMART AI agents powered by its proprietary KIQ technology, built on the latest large language models. These agents provide 24/7 instant support, assist agents with quicker solutions, and offer real-time performance insights for leaders.
- Intent Detection and Sentiment Analysis: Kustomer Assist uses NLP to detect customer intent and analyze sentiment in real-time, enabling the system to respond or escalate issues as needed. This feature helps in de-escalating frustrated customers and providing personalized support.
- Agent Assist: Kustomer provides real-time recommendations to customer service representatives during live conversations, suggesting the next best action, relevant knowledge base articles, or scripted responses to resolve issues quickly and effectively.
Alternatives and Competitors
Forethought AI
- Ticket Classification and Routing: Forethought AI is strong in automating and optimizing customer support ticketing processes. It uses AI to categorize and route tickets to the most appropriate agents, and it can automatically resolve common issues. This tool is ideal for mid-sized to large enterprises looking to improve agent productivity.
- Key Difference: Unlike Kustomer, Forethought AI focuses more on ticket management and routing rather than a full CRM integration.
Yellow.ai
- Omnichannel Support: Yellow.ai offers a comprehensive conversational AI platform that supports both text and voice interactions across multiple channels, including social media, messaging apps, and phone. It includes advanced sentiment analysis and supports over 135 languages.
- Key Difference: While Kustomer also offers omnichannel support, Yellow.ai’s focus on voice assistants and broader language support makes it a better choice for multinational corporations.
Zendesk AI
- Scalable Omnichannel Support: Zendesk AI is a robust solution for large businesses and enterprises, offering AI-driven automation and analytics. It automates ticket routing, provides self-service capabilities through chatbots, and integrates with multiple channels like email, live chat, and social media.
- Key Difference: Zendesk AI, while similar in its omnichannel support, does not have the same level of CRM integration as Kustomer.
Tidio
- AI-Powered Chatbot: Tidio is known for its AI-powered chatbot, Lyro AI, which detects frequently asked questions, automates replies, and identifies support opportunities. It is particularly suited for small to medium-sized eCommerce businesses.
- Key Difference: Tidio is more focused on chatbot integration and eCommerce features, lacking the comprehensive CRM and AI agent capabilities of Kustomer.
Sprinklr AI
- All-in-One Customer Service Platform: Sprinklr AI offers an all-in-one platform that manages large-scale customer interactions across multiple channels. It includes AI-driven sentiment analysis, automated ticket routing and resolution, and powerful analytics.
- Key Difference: Sprinklr AI is more geared towards enterprises looking for a centralized hub to manage customer interactions across 35 channels, whereas Kustomer provides a more holistic approach with its CRM integration.
Conclusion
In summary, while Kustomer excels in its integrated CRM, SMART AI agents, and comprehensive automation features, other tools like Forethought AI, Yellow.ai, Zendesk AI, Tidio, and Sprinklr AI offer unique strengths that might make them better alternatives depending on the specific needs of a business. For example, if a business requires strong ticket management and routing, Forethought AI might be a better fit. For those needing extensive language support and voice assistants, Yellow.ai could be more suitable.
Kustomer - Frequently Asked Questions
What are the main features of Kustomer Help Desk Software?
Kustomer Help Desk Software is designed to centralize all customer communications in one place. It supports multiple channels such as chat, email, Twitter, Facebook Messenger, SMS, and voice. Key features include real-time dashboards, enhanced routing, live agent auditing, and business process automation via the Workflow Engine. It also offers standard and custom reporting, multilingual support, and satisfaction measurement and reporting.
What pricing plans does Kustomer offer?
Kustomer offers two main pricing plans: the Enterprise plan and the Ultimate plan. The Enterprise plan costs $89 per month per user and includes features like multi-channel communication, voice provider integration, proactive chat, actionable integrations, and business process automation. The Ultimate plan costs $139 per month per user and includes all the features of the Enterprise plan plus additional benefits such as unlimited collaboration users and real-time dashboards.
Can Kustomer integrate with other systems and tools?
Yes, Kustomer is built to easily integrate with external systems. It offers an ecosystem of plug-and-play apps and turnkey integrations with major solution providers. Additionally, it allows for custom integrations to solve unique use cases, enabling the ingestion of customer data from any third-party system.
How does Kustomer use AI in customer service?
Kustomer leverages AI to enhance customer service significantly. Its AI-powered self-service bot, Customer Assist, automates accurate responses to 45% of inbound inquiries, reducing response times. The Agent Assist feature helps customer support representatives resolve issues 65% faster. Kustomer is also developing a next-generation AI reasoning engine to power specialized AI agents, further enhancing the customer experience.
What kind of customer data does Kustomer capture and how is it used?
Kustomer captures a holistic view of customers, including purchase history, preferences, and insights from various sources. This data is used to create comprehensive customer profiles, enabling proactive and personalized conversations. The platform collects data at the point of order and provides real-time updates to help proactively service customers.
How does Kustomer facilitate team collaboration and efficiency?
Kustomer enhances team collaboration through features like the Team Pulse dashboard, which allows managers to view what agents are working on in real-time. This dashboard helps in manually moving agents between queues to reduce wait times for customers. The platform also allows easy assignment of tickets to other members or teams and tagging others in notes for assistance.
What kind of reporting and analytics does Kustomer offer?
Kustomer provides standard and custom reporting options. It includes features like satisfaction measurement and reporting, as well as sentiment analysis and language detection for up to five languages. The platform also offers real-time dashboards in the Ultimate plan, giving users a clear and immediate view of customer interactions and service metrics.
Can Kustomer be customized to fit specific business needs?
Yes, Kustomer allows for significant customization. The platform’s object model enables users to interact with customers based on custom-tailored data. Custom Objects and attributes can be used to track unique information about customers, conversations, and more. This flexibility helps in drawing relationships between different data points and automating specific tasks.
How does Kustomer ensure data security and access control?
Kustomer provides granular permissioning across the platform, allowing administrators to control what each user can see and do. This includes create, read, update, and delete permissions, as well as the ability to mask specific data based on user or role types. Conversations can also be filtered based on customer attributes to ensure only authorized users can access sensitive information.
What kind of support does Kustomer offer for multilingual customers?
Kustomer includes multilingual support in its Enterprise plan, allowing businesses to serve customers in multiple languages. This feature is particularly useful for global businesses or those serving diverse customer bases.
How does Kustomer’s Workflow Engine help in automating business processes?
Kustomer’s Workflow Engine enables the automation of repetitive tasks and business processes. This feature helps in scaling the business by providing the team with the time and information needed to resolve difficult conversations quickly. Workflows can be set up to automate messages, trigger actions, and more, based on the custom data and interactions with customers.