Kustomer is a cloud-based customer service 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 integrated approach provides a unified view of all customer interactions, allowing support teams to respond quickly and with relevant information.Comprehensive Customer Profiles
The platform captures a holistic view of customers, going beyond just order details to include purchase history, preferences, and insights from various sources. This 360° view of the customer helps in creating detailed and contextualized customer profiles, which is crucial for proactive and personalized customer service.Automation and Workflow Management
Kustomer offers advanced automation capabilities to streamline service processes. It allows businesses to automate repetitive tasks, reducing the workload on support agents and enabling them to focus on resolving complex issues more efficiently. The platform also supports the creation and optimization of workflows that span various business functions.Reporting and Analytics
Kustomer is praised for its in-depth reporting features, which provide detailed insights into customer interactions, team performance, and productivity. These analytics help businesses in identifying areas of improvement, retaining customers, and driving growth.Customization and Integration
The platform is highly configurable, allowing businesses to set up features such as chatbots, FAQ pages, and contact forms with ease. Kustomer also integrates seamlessly with external systems through an ecosystem of plug-and-play apps and custom integrations, ensuring that all relevant data is accessible and connected.Security and Access Control
Kustomer offers robust security features, including granular permissioning and the ability to mask specific data based on user or role types. This ensures that sensitive information is protected and only accessible to authorized users.Team Management
The Team Pulse dashboard allows managers to monitor agent activities in real-time, view the current state of queues, and adjust agent assignments to optimize response times and reduce wait times for customers.Additional Features
- Automated Routing and Autoresponders: Kustomer includes features for automated routing of customer inquiries and autoresponders to ensure timely and efficient communication.
- Collaboration Tools: The platform provides collaboration tools that facilitate teamwork and ensure that all relevant information is shared among support agents.
- Call Center Management: Kustomer supports call center operations, integrating phone interactions into the overall customer service workflow.